TDX: Add People (Contacts) to the Watchlist of a Ticket

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

TDX refers to the watchlist as Contacts. 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

  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.
  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 the watchlist for the ticket or use Lookup Contact to search for someone.
    Contact field. Notify Contact(s) checkbox checked and highlighted
  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.
Ticket menu bar; People tab highlighted

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.
    Ticket menu bar; People tab highlighted
  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.
    Ticket menu bar; People tab displaying Contacts field, associated Save button, and tiles for 2 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.
    People tab contact tile example; Delete option highlighted
    The People tab will automatically refresh with that Contact's tile deleted from the list.

Sending communication to ticket contacts 

Anytime you update a ticket, you can choose if you want to notify anyone in the Contacts list (watchlist) of the ticket.

  1. Navigate to the Details (static view) of the ticket that needs to be updated.
  2. Click the Actions button and choose Update from the dropdown menu.
  3. Update the ticket Status field accordingly.
  4. Fill in any information in the Comments field.
  5. Click into the Notify field. A dropdown list appears displaying all the people associated with the ticket, including any Contacts you have added to the ticket.
    Notify field expanded showing users associated with a ticket, including Responsible group, Requestor, Creator, Contact.
  6. Select the people you wish to notify from the dropdown list.
  7. Click Save at the top of the ticket update window. Any Contacts selected in the Notify field will receive an email update that begins with a message about what changed on the ticket.
    Example What Changed information in an email notification (From New to In Process)