TDX: Work a Ticket Task

Once a Ticket Task has been created, the Responsible technician can then begin to work the task. The ticket from which the Ticket Task was generated continues to be owned by the ticket's original Responsible Group.

This article covers:

Viewing your Group's Ticket Tasks

  1. Navigate to the My Work tab in the ticketing application.Ticket menu bar. My Work tab highlighted.
    • If you do not have My Work tab showing in your application menu bar, click the Applications Menu. A menu will appear with various icons.
    • Click the My Work application icon.
  2. Select My Assignments in the left navigation.
    • If you are a member of several Groups, the My Assignments area will filter all tickets and ticket tasks by Group.
  3. Find the ticket task you want to consider taking responsibility for.
    • The Details (static view) of the ticket opens in a new window. See Viewing an Incident for information on how to review the Details view.
    • Click the title of the task to see its full description.
    • Click the name of the ticket, listed to the right of the task title, to view the ticket that the task is coming from.
      Task title. Title contains a link to ticket name. Added text: [click] "Ticket title to view entire ticket."

Taking Responsibility for a Ticket Task

There are 2 ways you can take responsibility for a ticket task: 

  • From the My Work tab in the ticketing application
    • Note: You will need to select Refresh in the application menu bar for the numbers in the left navigation to update and the list in My Assignments area to update.
    1. Find the task you want to take responsibility for.
    2. Click +My Work underneath the task you want to take responsibility for.
      Ticket menu bar. My Work tab highlighted.
      The task will automatically add your name to the Responsible field of the ticket task and will move from the list to your My Assignments list..
  • If you have opened the ticket task to view the details
    1. Click the Actions menu at the top of the ticket task.
    2. Select Take Task from the dropdown menu.
      Manu bar, Actions dropdown expanded. Options: Update, Print, Take Task (highlighted).
      The task will automatically add your name to the Responsible field of the ticket task next to your Responsible Group name.

Working a Ticket Task

  1. Navigate to the ticket task you need to update.
    1. Go to the My Work tab in the ticketing application.
    2. Select My Assignments in the left navigation.
      My work tab. In the left navigation panel, My Assignments button is highlighted.
  2. Click the title of the ticket task you want to work on. 
  3. Select the Actions menu and choose Update from the dropdown menu.
  4. Use the dropdown menu to fill in the New % Complete field.
  5. Write complete work notes for how you updated the ticket task in the Comments field.
  6. Select who should be notified of this update from the Notify field dropdown menu which lists all those associated with the ticket.
    • Name of Technician (Responsible)
    • Name of (Responsible Group)
    • Name of user (Requestor)
    • Name of anyone added to the watchlist (Contact)
  7. Keep the Make Comments Private box checked if this update is for technicians only.​
    ​​
  8. Select Save (top of the Ticket Task window). All updates to the task will be documented in the Feed of the original ticket.
     

Reassigning a Ticket Task

  1. Navigate to the ticket task you need to reassign.
    1. Go to the My Work tab in the ticketing application.
    2. Select My Assignments in the left navigation.
      My work tab. In the left navigation panel, My Assignments button is highlighted.
  2. Click the title of the task to view it. 
  3. Select Edit from the task menu.
  4. Delete your name from the Responsible field.
  5. Make sure that the Responsible field lists the correct Responsible Group.
    • Technically, technicians can enter names of people in the Responsible field. However, for consistent workflow, only enter the Responsible Group name into this field. See Taking Responsibility for a Ticket Task on how to assign yourself to the task.
  6. Enter any notes as to why you are reassigning the ticket in the Comments field.
  7. Select Save at the top of the Ticket Task window.

Completing a Ticket Task

  1. Navigate to the ticket task you need to update.
    1. Go to the My Work tab in the ticketing application.
    2. Select My Assignments in the left navigation. 
  2. Click the title of the task to view it. 
  3. Select the Actions menu and choose Update from the dropdown menu.
  4. Use the dropdown menu to fill in the New % Complete field to 100%.
  5. Write complete work notes documenting the completion of the ticket task in the Comments field.
  6. Select who should be notified of this update from the Notify field dropdown menu which lists all those associated with the ticket.
    • Name of Technician (Responsible)
    • Name of (Responsible Group)
    • Name of user (Requestor)
    • Name of anyone added to the watchlist (Contact)
  7. Keep the Make Comments Private box checked if this update is for technicians only.​
    ​​
  8. Select Save (top of the Ticket Task window). The task will be shown as complete in the Feed of the original ticket.

Additional Resources