TDX: Write Clear, Short Titles for Tickets
This article discusses how to write a clear, concise title for a TDX ticket. These title guidelines apply to ticket types Incident, Request, Major Incident, and Problem.
Note: Do not change the titles of automated tickets, for example, those received from '[email protected]'.
Title Guidelines to Follow
- Start with the location (technological and/or physical)
- Technological location (Canvas, Parent Portal, etc.)
- Physical location (Anderson Hall, Coffman Union, etc.)
- Include the nature of the issue
- Be concise (140 char. max--the length of a text)
- Be clear
- Use customer-friendly language
- Avoid department-specific language or jargon
- Use easily understood technical terms
"P/G receiving Request Failed. Critical error.'"
Actual Incident: The Parent Guest Access web application is unavailable due to a critical error. Parents use this application to pay their children's bills and view their grades. Students typically access it via onestop.umn.edu.
"Parent Guest Access web application is unavailable due to a server error."
"Mobile Theme Icons Do Not Load."
Actual Incident: When accessing Moodle via Nexus 7 or iPad, the browser is unable to load and display the icons which link to other parts of the Moodle course. The icons show up as a gray placeholder.
"Moodle - icons used for linking are not displaying while in a mobile view."
"Group policy error for students logging in"
Actual Incident: Instructor is teaching a class in Anderson hall 150 right now (9:15 - 12:15 - it's 9:27 "right now"). He called to say only half the computers will log in. They are getting the error "trying to find a group policy."
"Anderson 150 computers can't log in: "trying to find a group policy' error; Class in session!"