TDX Agent Ticket Creation

Agent Ticket creation – In the TDNext Application 

1. Click Incident Form 

• Type – Do your best to select the right type 
  • General Ticket types have been created but more will be added as time goes on. 
  • These are Application specific so you will not see a one ticket type in another application 
  • Example, ctcLink ticket types will not be in the TSS application. 
• Requester – The Employee or Student that is making the request 
  • TSS is currently working on getting all employees and students into our system.  You are not able to find the requester, please let Kevin or James know. 
  • If you want to notify the user, keep the Notify Requester selected.  If not make sure it is unchecked. 
    • There are times that you don’t need to notify the requester until the ticket is completed. 
• Department/Program 
  • Not all Department are currently represented so select Shoreline Community College if you do not see that department, you are looking for. 
• Title 
  • A short and easily identifiable title that states what the ticket is for. 
• Description 
  • While not a required field it is highly recommended to fill it out. 
  • This is an area for more detail about the initial request. 
• Attachments 
  • If you have PDFs or any other documents or pictures that need to be attached. 
• Source 
  • How did you receive this request 
    • Currently there is only Web and email for most applications 
• Start and Due date 
  • Optional fields if the ticket needs to be complete on or by a specified date 
• Status 
  • New - if you have not started on it 
  • Open - if there are communications already about it 
  • In Progress - if you are working on the ticket 
• Tags 
  • It is very important for filtering old tickets.  There are currently a lot of tags created but more can be created if necessary. 

Agent Ticket Creation – Email 

1. If you receive a request via email, you can just forward or reply back to the send with Support@shoreline.edu 
2. Once the ticket is created you will need to find the ticket and change the requester to the original person that sent the email. To do this perform the following steps:
   • Find the ticket that was created – You can open it in another tab instead of a popup by holding ctrl when you click on it. 
   • Open the ticket and click on the edit button on the top middle of the window 
   • Find the requester field and change it from you to the original requester. 
     • If you are not able to find the requester, please contact Kevin or James, as TSS is still adding some stragglers. 
3. By doing it this way any attachments will be added, and anyone cc’d should be added as a Contact on the ticket. 
4. Emails are filtered by key words like: 
   • ctcLink for the ctcLink app 
   • Canvas, Panopto for eLearning 
   • Printer, Network, etc for TSS