Getting Started: Ticketing in TeamDynamix

Table of Contents

Overview

The TeamDynamix (TDX) Ticketing Application is a one-stop solution for creating, managing, and reporting on service needs. It helps technicians handle service requests and other management tasks. For example, when a user experiences an issue, they can submit a service request through the Client Portal. This creates a ticket that a technician will process to provide assistance.

Where to Find Ticketing

Technicians can access the ticketing application by logging into TDNext via single sign-on. From the main desktop in TDNext, you can access the ticketing application by selecting the Tickets tabfrom your available desktops, or by selecting the Menu/Waffle iconand selecting Tickets.

Ticketing Tab:

(Note: Select the image to enlarge, then 'View Image' to magnify)

Ticketing Tile (From the Waffle Icon)

Ticket application waffle menu with a red rectangle around the (Note: Select the image to enlarge, then 'View Image' to magnify)

Creating Tickets

There are two methods to create tickets: through the technician portal or through the client portal (TDClient) that the Ohio University community uses to submit tickets. For step-by-step instructions to create tickets, visit the Creating Tickets knowledge base article.

Searching and Filtering Tickets

Technicians are able to search and filter the tickets they see. As a technician, you are able to use the standard list of filters, or create a customized search. In addition, you will be able to save, modify, or delete your customized searches. Visit the Searching and Filtering Tickets knowledge base article for detailed information.

Elements of a Ticket

You can find several key elements of a ticket upon opening a ticket by selecting the ticket number or ticket title from a list of tickets.

Common ticket elements are:

  • Ticket Menu, found at the top of the ticket with green buttons.

    • The Ticket Menu includes:

      • The Actionsbutton (many of the common actions taken with tickets can be found here)

      • The Addbutton (adding attachments, tasks, or task templates here)

      • The Editbutton, which allows you to edit the ticket

      • The Refreshbutton, which refreshes the ticket to it's most up-to-date state

      • The Print Viewbutton, which allows you to easily print the ticket

  • Details, which includes:

    • Where the ticket is assigned

    • What type of ticket it is

    • The impact, urgency, and priority of the ticket

    • Date the ticket was created

    • Date the ticket was last modified

    • The description of the ticket provided by the requestor

    • And multiple other fields of information

  • RequestorInformation, which includes:

    • Name of the person requesting the ticket

    • Contact information (email)

    • Link to find other referenced tickets

  • Workflow, which includes:

    • The workflow of assignments of the ticket

  • Current Activities, which includes:

    • Escalation of the ticket

  • Attachments, which includes:

    • A list of all of the attachments added to a ticket

    • A space to add further attachments by dragging and dropping

  • Feed, which includes documentation for:

    • Edits to the ticket

    • Status changes of the ticket

    • Comments on the ticket

    • Communications for the ticket

Using the ActionsButton

The Actions button can be found at the top of any ticket, and provides a menu of commonly needed actions that you will take with a ticket.

Ticketing application in TDNext with the (Note: Select the image to enlarge, then 'View Image' to magnify)

Those actions include:

  • Update- provide updates to the ticket

  • Add to My Work- assign the ticket to yourself

  • Reassign ticket- assign the ticket to someone else

  • Unassign ticket- remove the assignment from the ticket

  • And many more!

Common Ticketing Activities

Listed below are the common activities that you will take with a ticket.

Assigning or Reassigning Tickets

Visit the Assigning or Reassigning Tickets knowledge base article for more information and a step-by-step guide.

Updating a Ticket

You are able to update a ticket with a new status, responsible users or groups, comments, notifications, attachments, and other ticket information. Visit the Updating a Ticket knowledge base article for more information and a step-by-step guide.

Adding a Comment to a Ticket

You are able to add a comment to the ticket, or to changes to the ticket in the feed. Comments are added to the feed, or to the changes to the ticket that are noted in the feed. Visit the Adding a Comment to a Ticket knowledge base article for more information and a step-by-step guide.

Editing a Ticket

Editing a ticket allows TDNext users to make necessary changes to the main ticket content. Visit the Editing a Ticket knowledge base article for more information and a step-by-step guide.

Ticket Tasks

Ticket tasks are used to engage other people or groups to contribute to a ticket while the ownership and primary responsibility for the ticket remains the same. Tasks are added to a ticket by the owner of the ticket. Visit the Creating Ticket Tasks knowledge base article for more information and a step-by-step guide.

Ticketing Feed

Most changes to the ticket, including communications, status changes, comments, and any edits, are added to the ticket's feed. You can find the ticket feed at the bottom of the ticket, under the Feedheading.

Ticket in TDNext, with the ticket feed outlined in red.

(Note: Select the image to enlarge, then 'View Image' to magnify)

Commenting

You are able to comment on the ticket by selecting the comment button. 

All vs. Communication Filter

You are able to filter the feed for a ticket to reflect all of the changes, including any communication changes, to a ticket, or filter the ticket to reflect just the communication about the ticket. You can toggle between these filters by selecting the corresponding button underneath the Feed heading.

Ticket in TDNext with the ticket feed filter options, (Note: Select the image to enlarge, then 'View Image' to magnify)

Get help from OIT

Additional resources

Print Article

Deleting...