Creating and Editing a Ticket Using an iPaaS Dynamic Form from TDX Work Management

Question

As a TDX user (technician), how do you create a new ticket or edit an existing ticket that utilizes an iPaaS dynamic form?

 

Answer

Creating a New Ticket

To create a new ticket using the iPaaS dynamic form:

1. Navigate to TDX Work Management. Depending on which dashboard you are using, you may have buttons available for +New Incident and +New Service Request. Select the appropriate button.

DoIT - My Groups Open Tickets and Tasks dashboard with arrows pointing to buttons for creating New Incidents and New Service Requests.

If you do not have a dashboard with the buttons, you will have to navigate to the DoIT Ticketing application from the View Applications button. If you navigate to the DoIT Ticketing application, you will need to select from the New drop-down menu and select the appropriate action, or you can click on +New Service Request.

buttons for various applications within TDWorkManagement with an arrow pointing to the DoIT Ticketing application button.

New dropdown list opened to show ticket type choices and to the right is a separate button to add a new Service Request.

2. From the Form drop-down list, search for the appropriate service. The standard for form names that utilize iPass will be the applicable service with iPaaS at the end of the form name. For example, High Performance Computing (HPC) - Hellbender CPU Node Lease - iPaaS.

You will be presented with the following pop-ups. Select OK on the first pop-up and Leave on the second pop-up.

 popup showing message, tdx.umsystem.edu says: This request uses an ipaas form. Click OK then select Leave when prompted to load the form. If you click Cancel you will see a popup saying , Reload Site, changes you made may not be saved. click reload to properly refresh the page.

popup window asking Leave site? Changes you made may not be saved.

3. Complete all required and relevant fields on the form. If you attempt to submit, without completing required fields, you will not be able to submit your request.

4. Click on the Submit button at the bottom when you have completed all required fields to submit your request.

Upon submission, the TDX system will create a ticket populated with the data entered in the form. 

Editing an Existing Ticket

If you need to update fields that are not editable directly within the standard ticket interface:

1. Open the existing ticket.

2. Select the “Edit iPaaS Form” link.

Arrow on ticket menu pointing to Edit IPaas Form button.

3. Update the fields in the form accordingly. Fields that have a financial impact on the request are locked and can be accessed by clicking on the Update Financial Information button at the top right of the form. After you click on the Update Financial Information button, the locks previously on the form next to the financial fields will disappear. Once submitted, if there were updates to financial information, the request will have to be approved again via the defined approval workflow. 

Arrow pointing to update financial information button.

NOTE: Only fields controlled by the iPaaS dynamic form must be edited using the “Edit iPaaS Form” link. Standard ticket fields should be updated through the normal ticket editing process.

For Additional Assistance

Please contact the Division of IT Enterprise Service Management team servicemanagement@missouri.edu for any additional assistance you may need with creating or updating a ticket using an iPaaS dynamic form from TDX Work Management.

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