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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.

This article will help you navigate the Service Portal to submit a ticket or service request.

This article will help you cancel or withdraw an open ticket.

Information about tracking time, and expenses on Enterprise Service Management (ESM) tickets, tasks, or projects.

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

Information about managing availability of Time Types and Expense Accounts on a ticket.

Information on how to edit a time entry on a ticket.

A guide for how to edit an existing ticket expense that was erroneously entered can be corrected as necessary.

Information on how to remove a time entry from a ticket.

A guide for how to remove an erroneously added expense on an existing ticket.

A guide for how individuals can record time worked on 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.