Managing and Updating Tickets

There are multiple ways to find tickets in TeamDynamix, including through the Ticketing Application menu, ticketing filters, ticketing reports, and My Work Application:

Ticketing Application Menu:

Ticketing Application Filters:

For any item under “Tickets,” you can use the green filter icon in the upper-right corner to search by multiple attributes, including responsibility.

Once you’ve chosen the filter criteria, click “Apply” at the top of the filter menu.

This search can be saved and run later by selecting the “My Saved Searches” button.

Ticketing Reports:

You can also create a custom report for tickets assigned to you or various other attributes. Click +Report at the top of the Ticketing Application menu to create a new report. Watch Creating a ticket report for a tutorial.

My Work Application:

The My Work Application helps you manage the tickets assigned to you with the following fields:

For a tutorial, watch the Using the My Work Application video.

While you can find tickets assigned to you in the ticketing application, the My Work application makes it easier to manage your tickets and other tasks assigned to you. Click on the waffle menu and then My Work to open the application for the first time. Within the My Work application, you can see all of your assigned tickets and approvals, add them to your My Work queue, and sort them by priority. If a ticket is assigned to your team, you can claim it by clicking the green Actions menu and selecting Take Incident or Take Service Request.

Within the ticket application, you can also sort and filter tickets using the green filter button in the upper right-hand corner of the screen whenever a list of tickets is displayed. Within a ticket, you can also add an assigned ticket to your queue under the actions menu by choosing Add to My Work.

You can see tickets awaiting your approval (either individually or on behalf of a group) in the My Approvals section of the My Work application. For a ticket to appear in My Approvals, it must have workflow assigned. Approvals means there is a pending workflow step for you or your group to act upon, such as escalating to another team, approving, or resolving the ticket.

TeamDynamix allows you to create multiple desktops in the global (main) desktop space and a single desktop within each application. OIT is developing a default desktop for the global space that can be used to post announcements and other important information. Please do not edit or delete this desktop, but you are welcome to create any additional desktops for your own personal use.

A task can be anything that the Responsible party for a ticket needs assistance with, including but not limited to reviewing a ticket, deleting an item, or creating a snapshot. Tasks can also be used to make a checklist for yourself in order to complete a ticket. You can assign them to yourself as a reminder of what still needs to be completed.

If you've been assigned a task on a ticket, your responsibility is for that task, and the person or group assigned as Responsible for the ticket still works the ticket. Once you've completed the task, you can just update the task.

For more information, watch the Working with Ticket Tasks video.

By design, TeamDynamix allows users to resolve and close tickets that still have open tasks. Use the following guidance when working with ticket tasks: 

• If you are assigned a task, make sure to mark only your task complete, and not the entire ticket. 
• Don't mark tasks complete that are assigned to someone else.  
• Don't move tickets to Resolved until open tasks are assessed. Check with the person or team(s) with open tasks to assess their status. If you are unsure about task status, leave the ticket open.  
• You can create an alert to receive an email once all tasks are completed. Open the My Alerts tab on the ticket, then click the green +Add button and select the “All Tasks Complete” alert. 
• Resolving a ticket while some tasks remain open should only be done when the associated task is tangential to the overall ticket, and if the task assignee agrees the ticket can be completed. 

The ticket feed can be updated from an email reply and will generate a new comment, or you can click a link from the email to open the ticket.

TeamDynamix does not support @mentioning someone via email or updating attributes or fields via email. Email monitor rules can be set up to search for keywords in the subject or body of an email, so you can still create tickets using automation rules and workflow from an email.

First you will need to add the TDX app to Teams. You can do this by commenting on a ticket someone else has posted in a chat, or clicking on the three dots under your message bar in Teams to search for the TDX app. You will receive a confirmation chat from the TDX app that prompts you to sign in and associate your Teams account with your TDX account. You may want to pin the TDX app to your Teams message bar for easy access (right-click on the icon in your app search and select "pin.")

After adding the TDX app to Teams, tickets can be pulled into Teams chats or public channels using the TDX app. Search by ticket ID, title, or description to pull it into a chat. It will display the basic information and buttons that allow anyone in the chat to comment on the ticket directly, or click View to open the full ticket. Note that Microsoft does not support apps in private channels at this time.

Files can be attached under the general category during ticket creation, or added using the Actions > Update screen. Tasks do not allow an attachment and should be added to the ticket.

At this time, TeamDynamix does not offer a rich text editor within ticket comments and descriptions. However, plain text can still be used to make help documentation accessible. For example, spell out the steps instead of creating a bulleted list:

Step 1: Do this.
Step 2: Then do this.

Links will appear as plain text, but they will still resolve.

Screenshots can be added as attachments.

Once knowledge management is implemented, agents will be able to attach knowledge base articles, which offer more formatting options.
 

The ticketing application has two different search bars in the upper right corner. The Item ID can be used to find tickets by the Ticket ID or Task ID only. The ID/Search bar can be used to search open tickets by Ticket ID, requestor, or part of the title or description in quotation marks; however the ID/Search bar cannot be used to search by Task ID.

When your search term contains a number other than a Ticket or Task ID, use the Text Search field, visible by clicking on the green filter button. A combination of numbers and letters, such as SR-12345, requires quotations, such as "SR-12345." TeamDynamix has listed search improvements high on their list of planned improvements.

If the ticket you are searching for is in a Resolved, Closed, or Cancelled status, click on the green filter button directly below the ID/Search bar and apply all statuses.

Only HCOM technicians and TeamDynamix administrators have access to see tickets in the HCOM application. If you need to move a ticket to HCOM, remove the workflow and route it to the Service Desk, which has the ability to move tickets to their application.