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Information on how to place a ticket "on hold" during periods of time when no work can be accomplished.

Guide for ESM App Admins to help create custom ticket statuses to support their departmental business practices.

This article will help individuals to become familiar with Reports using TDNext. The person must have TDNext access in addition to access to the application in which the report resides.

Information on how individuals with ESM access can create custom reports with the count feature.

The Enterprise Service Management (ESM) system offers a Microsoft Excel add-in which allows an authorized individual to import TDNext reports directly into Excel, thus allowing for enhanced analysis/reporting capabilities of the ESM reports. All functionality from Excel can now be applied to your ESM reports and information can be displayed any way prefered.

Information on how to edit a time entry on a ticket.

Information on how to remove a time entry from a ticket.

Information about managing availability of Time Types and Expense Accounts on a ticket.

A guide for how to edit an existing ticket expense that was erroneously entered can be corrected as necessary.

A guide for how to remove an erroneously added expense on an existing ticket.

Information on requesting Time and/or Expense types within the Enterprise Service Management system.

This introductory article will help individuals with access to an Enterprise Service Managment (ESM) ticketing application (TDNext) to search for tickets.

Learn what it means when you encounter a proxied message alert within the Enterprise Service Management (ESM) system ticket feed and why it happens.

A change freeze window is instituted to prohibit or limit system updates which may have an adverse affect on university business. These schedules aid in mitigating the risk of an outage or issues during important business cycles (e.g. student class registration, final exams, etc.), but also permits IT Services to schedule resources to get important system work done during non-freeze periods. Read on to learn more about UAA's change freeze windows.