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 in TDNext, you will need to learn about the different elements and areas found in the Details view (static view) of a ticket, including standard and custom fields.

This job aid covers:

• Opening an Existing Ticket
• Reviewing the Ticket Details
• Exploring the Ticket Feed
• Additional Resources

Opening an Existing Ticket

1. Click the Tickets option on the left menu in the Ticketing Application.
2. To open a specific ticket, click on the Ticket Title or Ticket ID number for the ticket you want to open.

NOTE: By default, the ticket opens to the General tab view, which is where the ticket Details display.

Reviewing the Ticket Details

Several pieces of information are available on the General tab in the Details view for any ticket. An image of the Details view of an Incident Ticket is presented below with major fields numbered and corresponding descriptions listed below the image.

1. Ticket Title – The Ticket Title appears at the top left of the ticket.
2. Incident ID – The Incident ID is the unique Request ID number for the ticket. Just to the right of the Incident ID is a person icon and a number. The number indicates how many people are viewing, editing, or updating the ticket at the moment you are viewing it. You can click on the person icon to see who is in the ticket, what time they started viewing, and what they are doing in the ticket.
3. Status – The ticket Status appears in the upper right corner of the ticket.
4. Ticket Details – The Ticket Details section is displayed in the main area of the ticket and includes fields from the ticket form as they were selected by the customer or the technician who created the ticket. Some fields relate to the description of the ticket (Acct/Dept, Type, Service, Impact, Urgency, Priority, Source), and some fields are related to the ticket logistics and workflow (Created, Last Modified, Age, Reviewer, Responsibility, Dates, Tags, etc.). The fields available in the ticket details are determined by the specific ticket form used to create the ticket (e.g., Incident, Service Request, etc.). Fields shown in the example ticket include:
• Acct/Dept – The Acct/Dept field indicates the department associated with the ticket. This is usually, but not always, the department the requestor is in. The Acct/Dept field does not indicate the group that is responsible for resolving the ticket.
• Service - The Service field indicates the entry in your Service Catalog that the person is requesting.
• Type - The Type field is a general ticket category, which is typically used for filtering and reporting.
• Impact – The Impact field describes how many people are affected by the work required by the ticket.
• Urgency – The Urgency field describes the influence the work has on business operations.
• Priority – The Priority field describes the importance of the ticket in relation to other tickets. The Priority value is calculated based on the Impact and Urgency values.
• Source - The Source field indicates where the ticket originated from. Common sources include the Client Portal, email, phone or walk-ins.
• Created - The Created field indicates the date and time the ticket was created, and by whom. The creator of the ticket can be different from the requestor, as in the case of someone submitting a ticket for someone else.
• Last Modified - The Last Modified field indicates the date and time the ticket was last modified, and by whom. Modifications can include updating, commenting on, or editing the ticket.
• Age - The Age field displays the number of days since the ticket was created. The age of a ticket is calculated based on actual days, not business days.
• Responsibility - The Responsibility field indicates who is responsible for completing the work on a ticket. A ticket can be assigned to one person or one group.
• Estimated Hours - The Estimated Hours field indicates the number of hours estimated to complete work on and resolve the ticket.
• Actual Hours - The Actual Hours field indicates the actual number of hours spent on working on and resolving the ticket
• Date(s) - The Date(s) field shows the created date and any due date assigned to the ticket.
• Tags - The Tags field shows any tags that have been attached to the ticket. Tags allow users to search for this incident by the keywords listed here
5. Requestor – The Requestor field is displayed on the right side of the ticket and shows the name and contact information for the individual who submitted the request. You can click on the name of the requestor to view additional details about them. By clicking on Find Referenced, you can quickly access other tickets requested by this person. Note that Find Referenced will not show tickets someone has created for other people, only tickets where that individual is listed as the requestor.
6. Attachments – The Attachments field is displayed below the Requestor field and shows a list of any attachments that have been added to the ticket.
7. Description – The Description field is displayed below the Details section and includes what was written in the Description field of the ticket when it was created.
8. Ticket Feed – The Ticket Feed is displayed at the bottom of the ticket and provides a log of updates and actions taken on the ticket from the time it was created, such as when the ticket is assigned or reassigned to a technician, if updates have been made to a ticket, or if the status was changed. Anyone with a technician role will be able to view this feed.

Exploring the Ticket Feed

The Feed is an audit trail of what has occurred in the ticket. Some of the activities that create a Feed entry include updating, editing, and commenting on the ticket. If you need to get caught up on a ticket, the Feed is a great place to quickly find a summary of activity.

Additional Resources

• TDNext Searching and Filtering Tickets