Move a Ticket to Another App
If you need to escalate a ticket to IT Solutions:
- Open the ticket
- Click Actions
- Click Move to Application
- Scroll down to Tickets - Technology
- Choose either Incident Ticket (if something is broken) or Service Request Ticket (if standard, like an access request)
- Add Comments
- Choose Event Type
- For Responsible, select ITS–SS-Service Desk (Group) [they will reassign the ticket and update the event type if needed]
- Click the Move button at the top
Advanced: Merge, Flag, Reporting & Major Incidents
If a ticket is a duplicate, you can merge (via Actions). Be careful. This can’t be undone.
You can Flag (via Actions) a ticket to see what happens post-escalation. If you do this, be sure to edit your Desktop to view your flagged tickets.
Submit a ticket (through an ITS ticket) to learn more about how to create reports or filter tickets on-the-fly.
Additionally, it is inevitable that there will be “major incidents” at some point. There is a way in TeamDynamix to create a major incident ticket to which you attach child tickets to more easily manage incidents and communicate with requestors. Notify your manager if you notice a major incident and the Oracle Cloud business owners can work together to develop a Major Incident response.
Optional: Learn More
From the main menu, select Help and create a new account (different password) with your @twu.edu account to find training.