Basic Ticket Functions
Follow this guide to learn the basic functions for managing tickets in TDX. Open up TDX in another tab and follow along with this training there.
Claiming a Ticket
You want to claim a ticket when you're taking primary responsibility for working on it. 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.
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.
Replying/Commenting on a Ticket
We use TDX to email with requestors. 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 requestor. Type out your email in the text box. Leave one line of space between the body of your email and type your name. TDX will automatically add a signature to your comment. Click the green "Save" button and your email will be sent.
Sometimes we need to communicate internally about a ticket without notifying the requestor. To leave a private comment, check the box above the "Notify" field that says "Make comments private (only visible to UIUC - iSchool users)" and leave the "Notify" menu blank. Type your comment in the text box. Click "Save" and your comment will appear in the feed at the bottom of the ticket.
Resolving a Ticket
To resolve a ticket, open it and click on the "Actions" menu. Select "Update" from the menu. A new window will open. In the field that says "New Status," select "Resolved." Note that updating the status of a ticket requires you to add a comment; you could simply type "Resolved" here.
Below the "Comments" box, there will be a field labeled "Notify." This will automatically be populated with the name of the requestor. Click the little "x" next to their name to remove them. They do not need to be notified of the ticket resolution. When you are done, click the green "Save" button in the upper left corner of the window.