TDX Request: Send a Request Form and Document the Interaction (OIT User Support)

There are several request forms that customers can fill out on their own. They may call in needing help finding the link to that request form. This article walks through how to send the request form to the user AND document the user interaction in a Service Request ticket. If your unit does not require you to track every user interaction, you can follow the steps in Send a Request Form instead.

Sending a Request form to a user and documenting the user interaction

  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 to the Client Portal tab on your browser.
    • If working in TDNext:
      1. Click the Applications menu
      2.  Click Client Portal. The Client Portal will open in a new tab
  5. Search for the correct Access or Service Request form.
  6. Click on the title of the form you found from the list of Service Request forms that appear in your search. The page will open with some information about the certain request form.
    Form Search results. Example result title highlighted.
  7. Click the Share button to the right side of the screen. A text box with the url for the form appears in a popup window.
    Example request form page. Options: Share (highlighted), Add to Favorites.
    1. Fill out the Requestor's name in the Recipient field.
    2. Revise the auto-populated Message to include a user-friendly message to the person you are helping. 
    3. Make sure to leave the URL that was auto-populated into the Message box there.
      Share request form message template. Included URL link highlighted.
    4. Click Send. The Requestor will receive an email message.
  8. Navigate back to TDNext to the window with the Service Request ticket that you have started for the user.
  9. Uncheck the Notify Requestor box.
    • The requestor will have received that email sent from the Client Portal area with the link in it, so it is not necessary to contact the customer again. 
  10. Make sure all of the required fields in the ticket are filled out appropriately.
    • 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
    • Be sure to fill out the Responsible field to your own group since you are resolving the ticket.
  11. Scroll back to the top of the ticket and change the Status field to Resolved.
  12. Click Save on the ticket.