To create a ticket in TDX, You want to start from your application, For example UIUC - iSchool desktop and click on either + Support Request Form or + New and then select Support Request Form from the drop down menu.

This will open a new window where you can enter the information for your ticket.

Assigning a Requestor

In the Requestor box, type the name or email of the person you are making the ticket on behalf of. For example, if you are making a ticket for an issue that someone called about, you can put the caller's name or NetID here. If you want to inform the requestor that you have created the ticket, check the box under the Requestor box that says "Notify Requestor." This will send them an email and is only necessary if you want to contact the requestor about their issue.

Making a Title and Body

To create a title for your ticket, type the subject of the ticket in the Title box. In the Description box, type a description of the issue. If you are using this to send an email to the requester, type the body of your email here. 

Other Features

Scrolling down in the Support Request Form popup window displays many more options for enhancing your ticket. If you want to attach a file, you can upload it using the Attachment field. 

If you want to send the responsible party an email notification, leave Notify Responsible checked, otherwise, uncheck it.

When you are finished, click the green Save button in the upper left corner of the window. The ticket should now appear under tickets in your application tab.

Claiming a Ticket

To claim a ticket, open the ticket, select the green Actions menu, and select Take support request from the drop down menu. This will add your name under the "Primary Responsibility" field on the ticket. It will now appear in "Assigned to me" under the "Tickets" menu on the left side of the screen.

Assigning/Reassigning Ticket

If a ticket does not have a primary responsible party, you can assign it to someone by opening the ticket and selecting Assign Support Request from the Actions drop down menu. This will open a new window where you will see a text field labeled "New Responsibility." Begin typing the name of the person you want to assign the ticket to, and select their name when it appears.

If you want to send them an email notifying them, check the box that says Notify the new resource of the assignment. You can also leave a comment in the text box labeled "Comments," but it is not necessary. When you are done select the green Save button in the upper left corner of the window. 

Reassigning a ticket works in the same way. Open the ticket and select the Actions drop down menu. Select the option to Reassign Support Request. In the new window that opens, begin typing the name of the person you are reassigning the ticket in the New Responsibility box and select their name when it appears. You can select the Notify the new resource of the assignment box to send them an email or leave them message in the "Comments" text box. When you are done, press the green Save button in the upper left corner of the window

Note: If reassigning a ticket to someone in a different group, you want to assign it to the responsible group before assigning it to the person because the ticket may not show up in their ticket queue without being assigned to the correct group.

Replying/Commenting on a Ticket

You can reply to a ticket by opening it and clicking on the green Comment button in the lower right of the ticket window. Click on the menu that says Notify and select the person/group you want to email. If you are replying to a request, this will just be the requester. Type out your email in the text box and click the green Save button and your response will be sent.

Sometimes you need to communicate internally about a ticket without notifying the requester. To leave a private comment, check the box above the "Notify" field that says Make comments private and leave the Notify field blank. Type your comment in the text box. Click Save and your comment will appear in the feed at the bottom of the ticket.

From the ticket queue in TDX, click on the filter button in the upper-right-hand corner of the screen:

In the pop-up menu, scroll down to "Current Status" and click Select All. This will include all tickets, including those that have been resolved, in your search results.

Scroll back up to "Text Search" and type in your search terms. Using the "Text Search" field will ensure that the title, description, and updates are all searched. For example, if you type in "Zoom," any tickets that include the word Zoom in their title, description, or updates will appear. Once you have input your search terms, click Apply.

Note: After you have applied a filter, you can search the tickets that have appeared using the search bar with the magnifying glass in the upper-right hand corner. However, this search box will only return tickets that match your search term in one of the ticket metadata fields, such as Title or Requester. Using this search box will not search ticket descriptions or updates.