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Information on how to reassign the person responsible for working on a ticket from one person to another person.

Information on how to create a ticket within the Enterprise Service Management (ESM) Work Management system to track work.

This article will help individuals to understand the Enterprise Service Management (ESM) attachment support for the email monitoring service.

This article provides information on how to add, or remove, a flag on a ticket to help you keep track tickets within the Enterprise Service Management (ESM) system of specific importance to you.

This article provides information on how to leverage the use of Ticket Alert(s) to facilitate personal email alerts for ticket lifecycle events within the Enterprise Service Management (ESM) system.

This article covers the different reporting sources in Work Management and notes which reports are only available in the Analysis application.

This article will help individuals to become familiar with Reports using TDNext. The person must have TDNext access in addition to access to the application in which the report resides.

Provides directions on transferring tickets between two departments that are both using the UA Enterprise Service Management (ESM) system.

Information on the Knowledge Base (KB) Article annual review process.

The Enterprise Service Management (ESM) system supports setting custom criteria to determine when, as well as which survey to send to customers. The following article will walk you through the process of defining a ticket survey's send criteria.

Information on how to update a ticket task, and optionally notify the customer, and/or other contacts that may be interested in the progress of the ticket.

When handling incoming requests, sometimes it may not be clear as to if the work should be tracked as a ticket or as a project. The following article will provide some guidelines to use when determining which method to use based upon the request.