How Do I Assign Tickets to a Responsible Party in TDNext?

This document will show how to assign tickets in TDNext.

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: