OVERVIEW
This article describes how to gain access to ServiceHub Ticketing App (TDNext).
TICKETING ACCESS
To gain access to the ServiceHub Ticketing App, your SFU account should meet these requirements:
1) HAVE AN ITS TICKETING APP ACCOUNT
By default, only IT staff accounts have an account on the ITS Ticketing App on TDNext. If you are a non-IT staff or using a sponsored account, you may not have an account yet even if you're able to sign in to the client portal (TDClient).
To request for an account, submit a ticket using Request a Service on the Enterprise Service Management (ESM).
Note: Newly created TDNext account usually take up to 24 hours to be given access to the ServiceHub Ticketing App, as long as you are on a Responsible Group (see below).
2) HAVE A TECHNICIAN ROLE
Your SFU account should be part of at least one TDX Responsible Group Maillist. On SFU Maillist, you can try searching the maillists to which you belong and look for "tdx-group-<your-responsible-group>".
If you are not on any TDX Responsible Group Maillist, ask your service owner/manager to add you to a Responsible Group.
Note: Changes to Responsible Group usually take up to 24 hours to be in effect.
HOW TO CHECK IF AN ACCOUNT HAS ACCESS
If you wish to check if you have access yourself, log into servicehub.sfu.ca/tickets, open the "wafer" and check if you there is an ITS Tickets button. If it appears, you have access.
If you wish to check if a particular user has access, log into servicehub.sfu.ca/tickets and navigate to Groups on the ITS Ticketing App. Then, search for the user's name or Computing ID. If it appears, they have access to the ITS Ticketing App.
ELEVATED ACCESS
For elevated roles, such as Service Owner, Service Manager, Knowledge Base Manager, and more, please submit a ticket using Request a Service on the Enterprise Service Management (ESM).