This job aid uses default terms and forms as examples to illustrate how to use specific functions and complete tasks within TDNext. Your unit’s configuration of TDNext may differ from what you see in this job aid. Consult your unit’s training materials and/or your unit administrator for questions or clarifications.  

Terms and Definitions 

Incident – An ITIL term used to describe an unplanned interruption to an IT Service or a reduction in the quality of an IT Service.

Responsible Group or Individual – A TDX term used to describe the person or persons (group) responsible for proper execution for getting the job done.

Classification – A TDX term used to refer to different kinds of tickets, such as Incident, Service Request, Problem, Change, etc.

Type – A term used to refer to various ticket types that are determined and set up by the user’s unit. Types refer to specific topic areas for tickets within Categories (for example, Category would be "Communication and Collaboration," but the Type would be "Email and Calendar"). Ticket Types can also be associated with specific SLAs, Time Types, and Expense Accounts.

For more TDX terms and definitions, please refer to the Glossary.

When working with tickets, you may need to assign tickets to yourself or to a Responsible Group or Individual, or you may also need to reassign a ticket to a different Responsible Group or Individual. When assigning tickets, it is strongly recommended that you always add a Responsible Group to a ticket. The process to assign tickets is similar for both Incident and Service Request tickets. This job aid covers the following processes related to Incident ticket assignments:

• Assigning an Incident Ticket to a Responsible Group or Person
• Assigning an Incident Ticket to Yourself
• Taking Responsibility for an Existing Incident Ticket
• Taking Responsibility for an Incident Ticket Immediately after Creating It
• Reassigning an Incident Ticket to a Different Group or Person 
• Additional Resources

Assigning an Incident Ticket to a Responsible Group or Person

1. Locate and open the ticket you need to assign

   

2. Click the Actions button at the top of the ticket.

    

3.  Click the Assign Incident option in the Actions menu.

   

   NOTE: This opens a new window showing the currently assigned Responsible Group or Individual and allows you to change the ticket’s assignment to another person or group. On Service Request ticket forms, this option in the Actions menu will show as Assign Service Request. 

   

4. Click in the New Responsibility field.

   

5. To search for a specific person or group, type the name of that person or group in the New Responsibility field. In this example, TDX is the search term.

   

   NOTE: When using the search option in this field, you may search by group name, NetID, or the first or last name of a person. You can simply start typing into the New Responsibility field and any items that match your search terms will start to appear in a list below the field. Only those people or groups who have access to this ticketing application, or any group with at least one member who has access to this ticketing application, will be available to select from the list. People or groups who do not have access to this ticketing application will not show up in the New Responsibility field.

6. Click on the desired Responsible Group or Person from the search results.

   

   NOTE: The name of the group or person appears in the New Responsibility field. 

7. Select the check box next to Notify the new resource of the assignment to send an email notification to the group or person who has been assigned the ticket.

   

8.  Click in the Comments field to add notes to the ticket.

   

9. Click  the Save button at the top to save your changes.

   NOTE: This closes the Assign Incident window and takes you back to the main ticket window. Any comments you add and notifications you send will show in the Feed at the bottom of the ticket. 

10. Close the ticket by clicking the X in the upper right corner.

Assigning an Incident Ticket to Yourself

In TDX, the process of assigning a ticket to yourself is referred to as taking responsibility for the ticket. In order to assign a ticket to yourself, first you must select your own group in the Responsibility field. This job aid covers assigning tickets to yourself in the following ways: 

• Taking Responsibility for an Existing Incident Ticket
• Taking Responsibility for an Incident Ticket Immediately after Creating It

Taking Responsibility for an Existing Incident Ticket  

1. From your ticketing application, open the ticket you want to assign.
   
   
2. Click the Actions button at the top of the ticket. The Actions menu opens under the Action button.
   
   
3. Click Take Incident in the Actions menu.

   

   NOTE: A window opens asking Are you sure you want to take primary responsibility for this ticket? 

   

4. Click OK.

   NOTE: The Details for the ticket will update, and the Responsibility field displays your name (next to your Group name if you are assigned to a group). The Feed at the bottom shows a new entry stating that you took primary responsibility for the ticket.

   

   

5. Close the ticket by clicking the X in the upper right corner.

Taking Responsibility for an Incident Ticket Immediately After Creating It

Immediately after clicking Save on a ticket you created, the Incident Created Successfully window appears. 

1. In the Incident Created Successfully window under What do you want to do now?, click View the incident you just created.

   

2. In the ticket window, click the Actions button at the top of the ticket.
   
   
3. Click Take Incident in the Actions menu.

   

4. In the window asking Are you sure you want to take primary responsibility for this ticket?, click OK.

   

   NOTE: The Details for the ticket will update, and the Responsibility field displays your name (next to your Group name if you are assigned to a group). The Feed at the bottom shows a new entry that states you took primary responsibility for the ticket. 

Reassigning a Ticket to a Different Group or Person 

1. Open the ticket that needs to be reassigned.
   
   
2. Click the Actions button.
   
   
3. Choose Reassign Incident in the Actions menu.

   

   NOTE: The Reassign Ticket window opens.

   

4. Click in the New Responsibility field.
   
   
5. Type the name of the group or person who will be assigned to this ticket.
   
   
6. After locating the Responsible Group or Person in the list, click on that option to select it.

   

   NOTE: The name of the group or person appears in the New Responsibility field.

7. Click the check box next to Notify the new resource of the assignment to send an email notification to the group or person who has been assigned the ticket.
   
   
8. Check the Notify new resource of the assignment box.
   
   
9. Click in the Comments field to add notes to the ticket.
   
   
10. Click Save.

    NOTE: The Reassign Ticket window closes, and the ticket Responsibility is now set to the new group or person name. 

Additional Resources

• TDNext Assigning Tickets to a Responsible Party