Creating a Ticket from TDNext

Question

How do I create a ticket from the TDNext Client

 

Answer

Creating a Ticket 

Log into TDNext

  1. Click “+New” in the DoIT Ticketing menu bar or click one of the +New buttons on the DoIT Desktops. 

Uploaded Image (Thumbnail)Uploaded Image (Thumbnail)        2. All newly created tickets in TDNext will automatically display these fields.

  • Title
  • Status
  • Source
  • 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 

  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. 

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  1. 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”.   

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   7. Clicking the blue question mark next to any field will display the help text for each input field 

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  1. 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 checkbox is enabled by default which will email the responsible group or individual of the new ticket creation. 

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  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. 

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  1. 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. 

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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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