TDX Request: Complete a Service Request Form on Behalf of a User (OIT User Support)

There are some situations where you can fill out a request form for the user. In this event, be sure to open a Service Request ticket in TDNext and clearly document the situation with the user and what form you filled out on their user's behalf. This article walks through the basic steps you would take for this situation.

Note: Some forms are designed to only be submitted by the requestor because they have to vouch for some prerequisite. Forms that have this need will state at the top that it cannot be submitted on someone else's behalf in bold text. See Send a Request Form to a Customer for how to work with these types of requests.

Opening the Request ticket in TDNext

  1. Navigate to the U of M Tickets app.
    TDX Users Desktop. U of M Tickets tab highlighted.
  2. Select +New in the menu bar and choose Service Request form from the dropdown menu. A request ticket opens in a new window.
  3. Fill in the form fields that you can based on the information that the user gives you.
  4. Navigate from TDNext to the Client Portal.
  5. Search for the Access or Service Request form in the Client Portal
  6. Click Request Service. The request form will open in your browser.
  7.  Fill out the required fields on the Service Request form for the user:
    1. Use the internet ID and name of the user for the Requestor field.
    2. Note: You will not be able to opt out of all notifications if you choose to fill out the request form for the customer.
  8. Click Request.A confirmation popup window with the request details will appear.
    Request created successfully. Service request ID highlighted.
  9. Write down the Service Request ID number to use in the ticket you started for the user back in TDNext.

Resolving the Service Request ticket you created in TDNext

  1. Navigate to the popup window that has the Service Request ticket that you opened for the user.
  2. Write a customer friendly note in the Description area that includes the Service Request ID number that was generated when you opened the ticket.
    • Example note: Thank you for contacting the Service Desk. I have submitted a Service Request on your behalf. You will receive the notification for that Service Request ID# in your email as well. Thank you for contacting….
  3. Make sure all of the required fields in the ticket are filled out appropriately.
    1. Use the breadcrumbs from the Client Portal service request page to help with filling out the Type and Service fields of the ticket.
      Breadcrumbs above Request form title showing Type and Service
    2. Be sure to fill out the Responsible field to your own group since you are resolving the ticket.
    3. Check that the Notify Requestor box is checked below the Requestor field.
      Ticket; Notify Requestor option checked
  4. Scroll back to the top of the ticket and change the Status field to Resolved.
  5. Click Save on the ticket.