Do you ever want to share your IT tickets?

The IT Self Service Portal Home Page

Up until now, the DTS Service Desk has only been able to assign one name against a ticket, which means only the person raising that ticket can view or update ticket information. It also meant that if you copy people in an email to the DTS Service Desk, we can’t reply to the people copied in that email, only the person who sent it.

DTS are pleased to advise that we have just implemented a new feature in the IT Self Service Portal (TOPdesk) whereby you can choose to share your ticket with other people in our organisation (as many as you like).

Why might you want to share your ticket?

  • Log a joint call, e.g. two people share an office which needs a new network port, or you job share and the other person needs to be able to view and update the ticket as well
  • Keep a colleague appraised of progress of a task, e.g. a request to have a new screen installed in the department
  • Share your request with an approver, or someone else who needs to take action, e.g. when requesting a new email distribution group or arranging an event
  • Log one ticket for several people, e.g. an issue with software which affects several users, so not everyone needs to log a call
  • Raising a ticket on behalf of someone else, e.g. Executive Support requesting a new laptop

How do I do I share my ticket?

1. By raising a ticket via the IT Self Service Portal, whether this is a new Incident, Ask A Question, or completing a Request form. On the page there will be a Share button:

Where the share button is

2. Adding someone to an existing ticket. Open the ticket on the Self Service Portal via My Requests and select the ticket you want to share.  

Sharing an existing ticket

Note that you share with a person, and not a distribution group. The sharee also has to be a member of the University and present on TOPdesk.

What happens if a ticket has been shared with me?

If a ticket has been shared with you, you’ll receive an email to advise that a ticket has been shared with you which contains the details of the call and a link to view the ticket. “Sharees” can track the progress and update the call via the My Requests overview, and also close the call if the action has been completed.

Both the caller and sharees will receive an email when there are updates to that ticket.

How do I stop sharing?

If you want to stop sharing a ticket with someone else, click the share button on the ticket on the My Requests page to deselect (sharees can do this too).

Contact

If you have any questions or need any advice, please contact the IT Service Desk.

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