TDX: Add People (Contacts) to a Ticket

During the lifecycle of a ticket, there may be additional stakeholders who need updates as work progresses. Adding them as Contacts to the ticket allows a technician to notify them when updating the ticket. 

There are several places within the ticketing process that Contacts can be added. This article covers the following topics:

• Adding a Contact While Creating a Ticket
• Adding a Contact after a Ticket Has Been Created
• Removing a Contact from a Ticket
• Additional Resources

Adding a Contact while creating a ticket

1. Go to the U of M Tickets application.
   1. Select +New in the menu bar; then select the type of ticket you need to create from the dropdown menu.
      • See Understand Ticket Classifications for more information on how to correctly determine what type of ticket you need to create.
2. Fill out the required ticket fields.
3. Scroll to the bottom of the ticketing form to find the Contact field.
4. Begin typing the name of the person who needs to be on ticket or use Lookup Contact to search for someone.
   
5. Check the Notify Contact box to automatically send a notification to people listed in the Contact field as soon as you save the ticket.
   1. You can leave this box unchecked if you would like to have someone on the Contact list but do not wish to send an alert right as the ticket is saved.
6. Select Save at the top of the new ticket form.

Viewing ticket contacts

To view any contacts associated with a ticket, select the People tab on the menu bar.

Adding a Contact after a ticket has been created

1. Navigate to the Details (static view) of the ticket.
2. Select the People tab in the menu bar.
   
3. Type the name of any Contacts you need to add to the ticket. 
   • You can also use Lookup Contact to search for people.
   • To add multiple contacts, simply select the contact you wish, then begin to type or search again.
4. Select Save underneath the Contact field when the desired name(s) appear in the field. The name of the new contact will appear in a tile below the Contact field next to any additional Contacts already associated with the ticket.
   

Removing a Contact from a ticket

1. Navigate to the Details (static view) of the ticket.
2. Select the People tab in the menu bar.
3. Find the tile of the person who needs to be removed. 
4. Select the Delete option in the bottom of their Contact tile.
   
   The People tab will automatically refresh with that Contact's tile deleted from the list.

Additional Resources

• Communicate Through a Ticket
• Communicate to Co-Workers Through the Ticket Feed