Overview
Following ITIL and TDX best practices, tickets should be appropriately designated as Incidents, Major Incidents, Service Requests, Changes and Releases. Depending on the input method used, the TDX Agent may need to adjust the ticket Classification accordingly.
Steps
There are two related parts when making a ticket Classification change.
- Change the ticket Classification. When viewing a ticket in TDNext, this can be found under [ Action ] > Edit Classification
- Change the ticket Form:
When editing a TDX ticket you can change the Form value using the drop-down but will see this error:
