Start Work on an Existing Incident or Service Request

A ticket might be submitted in several ways:

• directly to your group by a customer using the Service Catalog
• generated via email sent to an EGA that is assigned to your support group
• assigned to your support group by the Service Desk

In all cases, follow the steps below to ensure you maintain ticket accuracy by verifying the 5 key things.

Step 1: Assign the Ticket to Yourself or Another Team

If the ticket is already assigned to you individually, skip to the Review and Work a Ticket section.

1. Open the Ticket:

   • Log on to TDNext and select the ticket ID or Title.

   • OR click on the Support Staff Link in the ticket email.
2. Select Update.
3. Under New Status:
   • Select In Process, to assign it to yourself.
   • OR, select Reassigned, to assign it to another service delivery team.
   • OR, select Cancelled, if it is not a ticket, i.e. automated email, or was a test ticket.
4. Under Responsible:
   • Enter your NetID, to assign it to yourself.
   • OR, enter a Support Group name, to assign it to another service delivery team.
5. Add a Comment, such as "Reviewing request" or "Assigning to appropriate team."
   • You can also write a more customer-appropriate message if you already have a message for them.
6. You may wish to modify or remove the Notify recipients. The Requestor is always pre-selected for notification.
7. Select Save.

Step 2: Review and Work a Ticket:

This ticket is now ready for next steps: documenting work, customer communication, or resolution.

1. Open the Ticket:

   • Log on to TDNext and select the ticket ID or Title.

   • OR, click on the Support Staff Link in the ticket email.
2. Check the following:
   • Are the Service and Service Offering correct?
     1. If not, select Edit, then under Service, select the appropriate value or select the magnifying glass icon to search.
     2. Next, choose the appropriate Service Offering, or "General Support" if nothing more specific fits.
     3. Tip: Type two spaces to see the first five entries in a TDX drop-down.
     4. Select Save.
   • Is the Classification correct?
     1. If not, select Actions > Edit Classification and set appropriately.
     2. Next, select Edit and choose the matching form.
     3. Make sure all fields are filled out on the new form, as some may have appeared and are blank.
3. Review the remainder of the ticket details, including any custom fields, the description, and the ticket feed (prior comments and actions on the ticket).
4. To take action on the ticket, select Actions > Update.
5. Under New Status, select:
   • In Process, if you are working on it but don't yet have a solution.
   • Waiting on Customer,
     • If you need to get additional information from the customer or need them to clarify their question.
     • If you have a solution but are not sure it will solve the problem and need their feedback, or multiple solutions are possible.
   • Resolved, if you are sure you understood the customer's question and have the right solution for them. 
     • Do not manually set the status to Closed.
     • In your comments, include language like, "If you need additional help, please let me know."
   • Cancelled, if it is not a ticket, i.e. automated email, or was a test ticket.
6. Under Comments
   • Enter a message for the customer, or select a pre-written Template as a starter for your message.
   • OR Enter a comment for other technicians and select Make comments private (only visible to CIT - Ticketing users).
7. You may wish to modify or remove the Notify recipients. The Requestor is always pre-selected for notification.
   • The drop-down includes other ticket contacts. If you need to notify someone not in the list, enter their NetID under Notify Other People.
8. Select Save.