NOTE: This article applies to those who have Technician level access. If you do not have Technician level access and believe a ticket needs to be moved to a different area, please contact Web Services.
Sometimes, a ticket will need to be transferred from one Ticketing application to another: Example: Facilities will receive an access request that must go to Public Safety for referral to an outside contractor, Or Facilities gets a ticket that ends up being a network issue and it must be sent to IIT. Instead of closing the ticket and opening another, a ticket can be transferred from one ticketing application to another using the following steps.
How to Move a Ticket:
- Open the ticket you wish to move.
- Go to Actions > Move to Application.
- Select the appropriate form in the destination application and complete any required fields.
- Save
Permissions and Settings Needed:
These settings will be managed by those with TDX Admin access.
The technician must have the security role permission "The user will be able to move tickets to other ticketing applications" in the relevant ticketing application. This is managed in TDAdmin under Applications > [Your Ticket App] > Users & Roles > Security Roles.
If the technician does not have access to the destination application, the destination application's settings must have "Allow users without this application to move tickets into this application" enabled. This is found in TDAdmin > Applications > [Destination Ticket App] > Settings.
If users need to be able to move tickets into applications they are not assigned to, ensure they have the "Move Tickets to Unassigned Applications" permission in their organization-level security role.
If you believe any of these settings need to be updated, please contact Web Services via the Web Services General request form.