Changing a Tickets Form/Service (Reclassifying) of a Ticket

How do I change the Form/Service (Reclassify) a TDX Ticket.

Changing the Form/Service (Reclassifying) of a TDX Ticket

Occasionally, a ticket may be linked to the wrong Form/Service. Previously, this was referred to as reclassifying a ticket. In TDX, this involves updating the form associated with the ticket. While most ticket attributes will be set to their appropriate defaults during this process, the Responsible field will not automatically update. If the Responsible field was previously assigned, you must identify the correct default group for the Responsible field and update it manually. It is important to follow the outlined steps when modifying (reclassifying) a ticket's form/service.

• Use TDNext to open the ticket that you would like to change the form/service (reclassify).
• From the General tab select the Edit button.
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• Identify 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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• The title will maintain its value from the previous form/service. If it no longer aligns with the requested ticket, change it to a more fitting option.
• The Title will have retained its value from the previous form. Change the title to something more appropriate if it is no longer suitable to the ticket being requested.
• Review the status and confirm it is set to the appropriate value.
• Leave the Source field as it was originally set.
• Leave the Requestor field  as it was originally set.
• Modifying the form may have added new attributes that need to be filled out. Please review and assign values to any required additional attributes in the new form.
• The Description field will maintain any originally entered values. You may choose to keep it as is or include further details in this field.
• The remaining fields, with the exception of the Responsible field (refer to the next bullet), will retain the values set in the previous form. Please do not modify these attributes.
• The Responsible field will have retained its value from the previous form/service. Most of the time this will be incorrect. You will need to identify the default group associated with the reclassified form/service. Follow these steps to set the appropriate default group and save your ticket.
  • Select the green “Save” button at the top of the Edit screen to save the ticket. A “Changes saved” header text will appear once you have saved successfully.
    • You will be prompted to fill in any required fields if you have overlooked them.
  • Select the red “To Detail” button to return to the General tab of the ticket. Review the General tab and look for the Service Offering or Service links.
  • If a Service Offering is listed on the General tab, select the Service Offering link to open the Service Offering details page.
  • If only Service is listed on the General tab and select the Service link to open the service details.
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• ​​​​​​​To proceed, examine the page you have accessed, whether it pertains to a Service Offering or a Service, and locate the Default Group name to copy it. Highlight the Default Group name and copy it.
• Close the Service Offering/Service form that you opened. Select the X at the top right of the window to close it.
• From the Tickets General tab select the Actions button and select Update from the drop-down menu.
• The ticket Update page will open, locate the Responsible field and select it. Insert the Group Name you previously copied from the Service Offering/Service form into the Responsible field, then choose that group from the dropdown list when it becomes available.
• Navigate to the Comments section and enter a new comment indicating that you have reclassified the ticket and are reassigning it to the appropriate Responsible group.
• To send the TDX ticket update email, utilize the Notify field to include individuals linked to the ticket.
• Click the Save button located at the top of the update page to save ticket updates and complete the ticket reclassification process.

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