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Oracle Cloud Ticketing - TDNext
- Bookmark the page: servicecenter.twu.edu/tdnext (or set up as a tab to open in browser start-up)
- From the Applications menu in the upper left, select Tickets - Oracle Cloud Support
Or save time and
- Set up Desktop
- Configure your desktop to include My Assignments, My Assigned Tickets, Open Team (Group) Tickets
- Tickets - Oracle Cloud Support > Open OC Fiance/HR/Procurement Tickets
- From the Applications Menu select People app
Navigating a Ticket
Upper-right = Status
People = Ticket contacts
Actions = Update, Reassign, or Move to another App
Add = Task or Attachment
Edit = Change request
Requestor = … Requestor
Created/Modified/Age = Good to know
Responsibility = Who is in charge to complete work
The Details
Most of the time, you’ll only see the support question/answer/description and it will be more detailed.
The Feed
You can see the history of the ticket, including requestor comments and status changes in the feed.
You may also use the feed to Update the ticket and/or add a comment.
People
If someone puts in a ticket but doesn’t know the ticket number, you can use the People app to search for them and view their tickets.
If you’re on the phone with someone and want to be kind and create a ticket for them, you can also use the People app for that!
- Open the People app
- Search Text for the person’s name or email address
- Click Search
- Click on the person’s name in the results
- Click the Tickets tab
- Open the correct ticket or click +New to add a ticket for the requestor
- Under Tickets - Oracle Cloud Support, choose either Oracle Cloud - Form or Incident Form
Is it a Service Request or an Incident?
Service Request = help needed but nothing is broken
- Access request
- Training/support question
Incident = something is broken
- Access is there but not allowing appropriate actions
- Process isn’t working as expected
Note: this is advanced; default is service request (Oracle Cloud - Form)