Status and Classification

Yes, you can change the classification on a ticket. If you are in the process of creating a ticket, simply go back up to the form selection field at the top of the page and choose a ticket in the correct classification. Note that the +Choose a Ticket Form button defaults to an incident classification, but service requests are also available in the dropdown menu.

If the ticket has already been created, you must first remove the workflow prior to changing the classification. Under the Actions menu, first select Unassign Workflow, then Edit Classification. Once you edit the classification, you do not need to re-apply the workflow unless you want the ticket to route back to the service desk.

Tickets created via email will also default to incidents. The best process is being determined for the service desk to assign the correct classification and workflow.

If you believe you have solved the issue, set the ticket status to Resolved. Tickets with workflow applied will move to a Resolved status when the ticket is updated by choosing “Resolved” in the “Resolve Ticket” step of the workflow. If the workflow has been removed, the agent must manually update the status to Resolved. The Requestor will receive a notification and has seven calendar days to respond if they believe that the issue has not been resolved.

If workflow is in the “7 Day Wait to Change Ticket Status to Closed” step, the request will be closed after seven days, and the Requestor will have to open a new ticket if they believe the issue is not resolved.

For tickets that were manually moved to a Resolved status (workflow has been removed) and have been in that status for seven days, change the ticket status to Closed. The service desk has established a process to help close any tickets that remain in a Resolved status past seven days.

The newest version of TDX includes the option to automatically close Resolved tickets after a set window of time. This update will require configuration and will be announced when available in the ticketing application.

Refer to the Ticket Status Definitions and Best Practices guide for more details

Most tickets come in from the Technology Help Center (TDClient) will automatically have a "New" status and cannot be changed by the customer. We cannot "lock" the status in TDNext for agents, but it will still default to "New" and should not be changed unless circumstances require it. There are also a few automation rules that will be applied and may change the status on some tickets.

No. They are still based on the current version (at release time) of the ITIL priority matrix.

A due date will appear if a task is added to a ticket. A due date attribute is not included on the standard forms, however. If it is a business requirement, please submit a service request using the (Ticketing Portal) TeamDynamix/TDX form.