Body
Before You Start
This guide is for creating tickets for phone move and programming requests in TDX. You will need:
- The user's name and HWS extension
- Location information (building, floor, room/port)
- Details about the requested change
Original documentation by Nick Laky: Scribe Guide
Creating a Phone Request Ticket
- Navigate to TDX Work Management
- Click Telecom - Phone / Fax / Voicemail / Attendant
- Click the Start typing... field
- Enter the user requesting the change
- Add a title that is short, informative, and non-unique
- Examples: Phone Move, Phone Program, Phone Replace
- Select the type of device (usually desk phones)
- Select the requested action to display the necessary programming fields
- Move and Modify are the most common
Required and Recommended Fields
| Field |
Required? |
Notes |
| User's HWS Extension |
Yes |
This is necessary |
| Location (building, floor, room/port) |
Highly recommended |
Keeps phone location info up to date; helps find phones when users have multiple or departmental phones (e.g., 4357) |
| Primary Extension (Current) |
Yes |
The number currently assigned to the phone being changed |
Adding Description Details
In the description, include any relevant ticket information. If the user emailed the request, copy and paste the email content.
Use this format to capture how they want their phone configured (some users want numbers visible but non-ringing):
0 (Primary extension):
1: SCR/SCN-#### (Ringing/Non-Ringing)
2:
3:
4:
5:
Ticket Settings
- Impact: Select Affects Individual (or is informational)
- Urgency: Select Work slightly impacted
- Assignment: Assign to ISNS and save
Need additional help? Contact the HWS IT Services Help Desk.