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Attachments can be added to a ticket at any time to facilitate access to supporting documentation necessary to fulfill the requested work.
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.
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.
A guide for how individuals can record time worked on a ticket.
This introductory article will help individuals with access to an Enterprise Service Managment (ESM) ticketing application (TDNext) to search for tickets.
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.
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).
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 expenses related to a ticket.
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.
Information on how to place a ticket "on hold" during periods of time when no work can be accomplished.