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Information on how to use the TDX messaging extension to collaborate with coworkers via Microsoft Teams on Enterprise Service Management (ESM) tickets, KB articles, Assets and more.

This introductory article will help individuals with access to an Enterprise Service Managment (ESM) ticketing application (TDNext) to search for tickets.

People can be added to the ticket at any time. People may be added as alternative contacts, to request approval, or to be kept informed of ticket progress. Once a person is added to a ticket, they can be notified of progress on a ticket, or task when adding a comment, or updating a ticket.

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

Information on requesting Time and/or Expense types within the Enterprise Service Management system.

Ticket workflows define processes to be automated including steps requiring one or more individuals to provide information such as approval or denial of the request or selecting from a list of choices. This article shows how the person the step is assigned to will be notified of the request, how to find and review the request and how to take action on the request step.

Provides an overview of the Information Technology Infrastructure Library (ITIL) definitions of classification types, provides sample use cases, and provides additional notes regarding how these classifications are used within Enterprise Service Management (ESM).

An introduction on where to get started with creating and managing ticket surveys through the Enterprise Service Management (ESM) system to receive customer feedback, gauge customer satisfaction. Provides guidance on survey best practices, where to start creating survey questions in the survey bank, creating a survey, adding survey questions to the survey, customizing the customer notification message and more.