Overview
Pitt Digital and HSIT both utilize TDX for ticketing, but each are set up as completely separate ticketing applications. We are able to transfer tickets back and forth between our teams using the methods below.
Prerequisites
- The ticket must be open and currently assigned within your HSIT queue.
- Confirm the request is out of scope for HSIT before initiating a transfer.
Steps
Step 1- Move the Ticket to the Pitt Digital Application
- From within the ticket, navigate to the Actions menu.
- Select Move to Application.
- In the dialog that appears, select New Unclassified Ticket.
Step 2 - Set the Transfer Form
- Navigate to the Form section of the ticket.
- In the dropdown menu, select Transfer to Pitt IT.
- Optionally, add a comment in the comment field to explain the reason for transfer. This can also be completed in Step 3.
Step 3 - Reassign the Ticket to Pitt Digital
NOTE: After completing Step 2, the ticket will still appear in your queue. You must manually reassign it to fully route it to Pitt Digital.
- Refresh your ticket queue.
- Locate the ticket and open the Actions menu again.
- Select Reassign Service Request.
- In the New Responsibility field, enter: Pitt IT-SRV-TECH
- If comments were not added in Step 2, add them here before submitting.
Expected Result
Once all steps are completed, the ticket will be routed to Pitt Digital IT. The Pitt Digital team will review and categorize the ticket to the appropriate group for resolution.