Summary
TDNext is work management interface used by agents / technicians to work requests and tickets.
This article provides a high-level overview of how to work a request / ticket.
In this article
Accessing TDNext
(1) Navigate to services.uncfsu.edu and Sign In (top right of page).
(2) Once signed in click your name and open TDNext.
Your Dashboard
(1) Home: Opens your default custom Dashboard.
(2) New Dashboard: Create custom dashboards.
(3) Manage Dashboards: Change your default or to manage dashboards you created.
Working a Request / Ticket
Gotchas and Pitfalls
- Forgetting to take or assign responsibility for a request / ticket.
- Forgetting to update the status of the request / ticket.
- Forgetting to send Update or Ticket Feed comments to the requestor. Confirmation of sent notifications can be verified in the ticket feed.
Assigning and Updating a Request
(1) Opening a Request: Click the ID or Title.
(2) Taking a Request: Actions > Take Request OR Actions > Reassign Service Request.
Taking, assigning and reassigning mean designating responsibility for fulfillment of the request.
(3) Updating a Request: Actions > Update or the Update button.
Updating a request involves two key steps: changing the status and sending Update Comments and attachments to the requestor and/or other ticket contacts.
- The Notify field list who will be notified of updates. You may opt not to notify the requestor by removing their name.
- Notifying Other People allows Update Comments to be sent to other FSU users.
- Other Email Addresses can be used to send Update Comments to external email addresses. Anyone added becomes a ticket contact.
- Attachments can also be added to communications sent to the requestor. The max file size per attachment is 20MB. All attachments become ticket artifacts and are recorded in the attachments area.
(4) Save: Save to change the Status and if applicable to send Update Comments and attachments to the requestor and ticket contacts.
The Ticket Feed
1. All ticket activity is recorded in the Ticket Feed including requestor and contact notification history.
2. Agents / Technicians can also use the Ticket Feed Comments (not attachments) to the requestor and any contacts added when updating a ticket.
3. Agents / Technicians can also add private comments to the ticket. Comments marked private are only visible to agents / technicians.
