Reassigning Tickets
Technicians can reassign tickets to other technicians when a ticket is assigned to the wrong person or group, or when a ticket needs to be escalated to a higher tier resource (e.g., Lead or Manager). Open ticket > Actions > Reassign Service Request (NEVER use "Unassign Service Request.)
- Technicians should maintain Responsibility for a ticket until it is completed. If other people need to assist in completing the ticket, the technician should either:
- Create a Task and assign the Task to another Technician; or
- Request action or information in Comments, and use the Notify Other People field to send to another person.
Tasks
Using Tasks for Work By Others
Tasks are used to get work done by others that is necessary to complete a ticket.
- The status of tasks can be tracked with the following:
- Sample Reports in TDNext > IT Tickets > Ticket Task Reports (bottom left)
- Task Status - by Technician Responsible for Ticket
- Task Status - by Ticket Type
- Create a custom report and add to your personal Desktop.
Email Notifications
Notify Other People
- Use the Notify Other People feature if the other person is not a Technician when:
- Requesting additional information for a ticket;
- The person's approval is required (e.g,. Manager);
- Any other people who may be backup to the person, should also be notified.
Responding to a Ticket When Notified by Email:
- Users who receive an email notification from TDNext can:
- Reply to the original email ensuring that the script at the bottom of the page is included in the reply.
- Copy additional people as determined by Department requirements.
- Attach documents, if necessary.
- The comment will be appended to the original comment in the ticket, rather than creating a new comment.