Question
How do I Edit, Update, or add Comments to a TDX ticket
Answer
To Edit, Update, or add Comments to a ticket, you must first log into TDWorkManagement and access the specific ticket you wish to modify.
Editing a Ticket
The Edit option for tickets enables modifications to any fields within the ticket form without the necessity of adding a new comment. Each ticket form may contain specific fields essential for its completion. In addition, standard fields such as Title, Status, Source, Requestor, Description, Impact, Urgency, Priority, Responsible, Due Date, Knowledge Base Article, and Task Template can all be adjusted from the Edit page.
To Edit the ticket, navigate to the General tab and choose Edit. Review the fields, make any necessary adjustments, and then click the Save button.
.Updating a Ticket
The Update feature for tickets functions similarly to the Edit option, enabling modifications to most fields within the ticket form. Additionally, it necessitates the inclusion of a comment regarding the update and permits the dispatch of templated responses to the Requestor, relevant Contacts, the Responsible party (whether a Group or Individual), and others both within and outside the University of Missouri.
To Update the ticket, go to the General tab, click on the Actions drop-down button, and select Update from the menu. This will open the Update window, enabling you to swiftly adjust the Status and Responsible fields of the ticket.
You can utilize a Response Template for automatic response entry or manually input your response, ensuring to include individuals or groups in the Notify, Notify Other People, and Other Email Addresses sections for email notifications regarding your ticket update. Checking the Mark comments private option will restrict the visibility of your comments to TDX Ticketing users only, unless you include additional recipients in your email communications.
Click the Save button to submit changes and send the email communication.
Adding a Ticket Comment
The main method for adding notes to a ticket during its lifecycle is the Ticket Feed. This Feed serves as an organized record of notes, modifications, and interactions with the customer and fellow TDX users. Feed history and the ability to add additional comments can be found at the bottom of the General tab of any ticket once it is opened.
Select the Comment button at the top of the Feed section.
To add your comments, please enter them in the comments field. Selecting the Mark comments private option will limit the visibility of your comments to TDX Ticketing users only, unless you specify additional groups or individuals in the Notify drop-down menu. To finalize your comment and notify those you selected, click the Save button.
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.