Creating a Ticket from TDWorkManagement

Question

How do I create a ticket from the TDWorkManagement Client

 

Answer

Creating a Ticket 

Log into TDWorkManagement.

  1. Click the New drop-down button in the DoIT Ticketing menu bar and select New Service Request.

    New Dropdown menu with choices New Incident, New Major Incident, New Change and New Service Request with New Service Request highlighted.

        2. All newly created tickets in TDWorkManagement will automatically display these fields.

  • Title
  • Status
  • SourceNew Service Request form segment showing the following fields, Form with New Service Request as the value, Title, Status, Source, Requestor with a Notify Requester checkbox option, and a large Description field.
  • Requestor
  • Description
  • Impact
  • Urgency
  • Priority
  • Responsible
  • Attachments
  • Due Date
  • Knowledge Base Article
  • Task Template

      3. Ensure that all mandatory fields are completed. The INTERNAL USE ONLY section of the forms will be automatically populated by TDX, and there is no need to modify any values in that section.

  1. Assign the DoIT Generic Requestor If the individual requesting the service is not available for selection in the Requestor field.  

  • Name:  DoIT Generic Requestor New Service Request form segment showing the following fields, Form with New Service Request as the value, Title, Status, Source, Requestor with a Notify Requester checkbox option, and a large Description field.

  1. Upon identifying the nature of the issue or request, proceed to select a corresponding form. Each service listed in the Service Catalog is linked to a specific form. The name of the form is derived from the service as it is displayed in the Customer Portal, with “- Form” added at the end. You may search using any part of the form name, and the results will be categorized into Incident and Service Request ticket types.
    Form dropdown list field from Service Request form with the following options shown. Incident Forms include AIMS Parking Software Issue Form and Software Issue Form.

  2. Depending on the exact form used, additional input fields will be added to the form between the Requestor and Description fields. Information entered into the default fields prior to selecting a form will be retained.  

    • Information entered into fields that are specific to a form will be discarded if the form is changed during initial ticket creation. After the ticket has been created (saved for the first time) information entered into fields that are specific to a form will be retained when the form changes and moved to the bottom of the form under the heading “Other Fields”.  
      Service Request form segment showing fields specific to the request form chosent. These include Existing Software User, Existig Software Computer Name, Existing Software Computer Operating System, New Software User, New Software User Computer Name, New Software User Computer Operating System, and Additional Information.
  3. Clicking the blue question mark next to any field will display the help text for each input field.
    Requestor field form Service Request form with blue question mark button to the righ tof the label for the field. The help text is shown explaining what a requestor is for a Service Request.

  4. Selecting a Form will auto populate the Title, Type, Responsible and Service fields. The Title field serves as the short description of a ticket. You have the option to input a more concise description in the Title field, despite it having a preset default value. The Notify Responsible check box is enabled by default which will email the responsible group or individual of the new ticket creation. Responsible field person selector control with DoIT IT typed in the field, a down arrow control to search for users or groups with the text DoIT IT in the name, a maginfying glass icon button to open a search dialog for users and groups, an x icon button to clear the field. The expanded drop down shows various groups with DoIT IT in the name.

  1. You can manually set the responsible individual (ticket owner) or responsible group by clicking the current Responsible and using the search bar. If you are creating a ticket for yourself and not a group, you can specify yourself as the responsible party. Responsible field dropdown list and search control with a name typed in and the search results for that name shown.

  2. When you are done populating the required ticket fields, click Save at the top of the Ticket. You will receive confirmation the ticket was created successfully. You can choose to view the ticket or create a new ticket. Post submission Service Request Created Successfully screen with the Service Request ID and options to Create another request or view the request just submitted.

 

 

For Additional Assistance

Please contact the Division of IT Enterprise Service Management team servicemanagement@missouri.edu for any additional assistance you may need with TDX reporting.

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