Part 2: Using the Ticketing Application

Learning Objectives:

• Run one or more of the standard filters or reports in the ticketing application in TDNext
• Use the Filter to search for a subset of tickets• Create a saved search
• Use the Edit My Searches option to delete a search

Learning Objectives:

• Identify which classifications are active in the ticketing application in TDNext• Explore the default forms for each active classification

Learning Objectives:

• View the pinned forms in the ticketing application in TDNext
• Use the Form drop-down to explore the forms available for each ticket classification
• Use a custom form to create an example ticket

• The knowledge base is include in phase 2 of the TeamDynamix implementation.
• Technicians should always choose to notify the responsible party when creating a new ticket.

Learning Objectives:

• Open an existing ticket and explore the standard and custom fields
• Add a private comment to a ticket
• Explore the Feed of new tickets to see what types of activities are recorded

Learning Objectives:

• Assign or reassign a ticket
• Update a ticket• Add a private comment to a ticket
• Edit a ticket

Learning Objectives:

• Explore the Actions menu on a ticket
• Note the different Actions that are available to you
• Complete a few of the functions in the Actions menu

Learning Objectives:

• Create a ticket task on a ticket
• Apply a task template to a ticket
• Explore the differences between the Current Activities list and the Tasks/Activities tab on the ticket

Learning Objectives:

• Find a ticket with an active workflow applied. You may want to use the standard filter "Awaiting Approval" on the left navigation menu in the ticketing application.
• Use the History button to look at the workflow history
• Use the View Progress diagram to explore where the ticket is in the workflow