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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.

This article will help individuals understand how to use My Work to get an overview of work assigned to them using Work Management within the Enterprise Service Management (ESM) system.

This article will help individuals to add calendar events and issues can be added to a project or workspace from the My Work application within the Enterprise Service Management system.

This article will help individuals to add items to their My Work within the Enterprise Service Management system.

Information on how to start a Teams chat from within Enterprise Service Management ticket.

Information on how to edit an existing task on a ticket within the Enterprise Service Management (ESM) system.

Information on possible ways of managing tickets which were unnecessarily created within the Enterprise Service Management (ESM) system.

Information on how to take responsibility for a ticket, or a task within the Enterprise Service Management (ESM) system.

Introduction to Service Level Agreements (SLAs) within the Enterprise Service Management (ESM) platform.

Information on how Service Level Agreement (SLA) are applied to tickets within the Enterprise Service Management (ESM) system.

This article will help Enterprise Service Management (ESM) Application Administrators to add escalation steps Service Level Agreements.

Information on how to create a Service Level Agreement (SLA) within the Enterprise Service Management (ESM) system.