Edit Ticket Details

Context

Sometimes, Atlas may not be able to find a user to set as the Requestor on a customer-submitted ticket. This can happen for two reasons:

• A user emailed the service desk from a non-UTD email address.
• A user submits a portal ticket without first logging into the Atlas portal.
  • Currently, the only service that allows non-authenticated requests is Password Reset Service.

In both these cases, Atlas will collect the information it has into a temporary “customer record” not associated with any UTD user account. When we encounter a ticket where the Requestor is set as one of these customer records, we may need to update the Requestor to the corresponding UTD user account, if one exists, and the user has access to their UTD email. Likewise, depending on how a ticket was submitted, some information will not automatically be set:

• External Email Tickets: Requestor will not be set to their UTD account, and the Service, Service Offering, Impact, and Urgency will not be set.
• Internal Email Tickets: The Service, Service Offering, Impact, and Urgency will not be set.
• Portal Tickets: Impact and Urgency will not be set.

Procedure

When a ticket is first submitted, we need to ensure all the general details are correctly set. However, the process to change these details remains the same if we are editing later on.

Open Ticket

• Open a Ticket.
• Before working on a ticket, check if any other agents are already viewing, editing, or updating the ticket.
  • To do this, click the Person icon beside the Incident ID, which will tell you who else is on the ticket and when they have been on it.
    • If someone else is viewing the ticket, leave it to them to work on.
    • If you are looking at a ticket, do not close it down without taking whatever action is needed.
    • If you do not know what is required, ask instead of leaving it.
• Determine if the ticket needs to be responded to/resolved, or escalated.

Edit Details

• Select Edit.
• If it is not already, set Requestor as the customer using their NetID (name also works, but will give all matching names).
  • The "customer record" can be left in place if the customer does not have a UTD account.
• The "Source" will likely already be set, but if not, set Source to the correct method.
• Set the Service and Service Offering.
  • Service is generally the platform the user needs help with (Teams, Outlook, VPN, etc.), and Service Offering is what help they need with that service.
• If the Subject or Description needs to be changed, enter the correct information in those boxes.
  • If applicable, change the Form to one of the specific forms using the drop-down and enter the information in the associated section.
• Set Impact and Urgency.
• If Status or Assigned To need to be changed, select the correct option for them.
  • Generally, this will not be done here when we are first updating the ticket.
• Select Save > To Detail.