Request Intake & Categorization

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Important: Any field labeled “Internal” is not expected to be completed by the requestor and may not be visible in all submission views.

Field Completion & Governance Requirement

With the exception of the following two fields:

• Internal: Functional Area Approver’s Name
• Internal: Executive Approver’s Name

All other fields in the BPM-HCM Request Intake Form are required.

These fields are required because they:

• Support TDX automation and workflow logic
• Feed institutional reporting and performance metrics
• Enable accurate prioritization, lifecycle tracking, and audit readiness

Failure to complete required fields accurately and consistently may:

• Prevent automation from functioning as designed
• Result in incomplete or inaccurate reporting
• Impact project visibility, prioritization, and downstream decision-making
• Be considered during individual and team performance evaluations where ticket management, documentation quality, and data accuracy are assessed

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Internal Fields

Listed in the order they appear in the TDX form.

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Submitter Fields

Standard Submitter Fields (Always Displayed)

Conditional Submitter Fields

The form dynamically displays additional questions based on the selection for “What type of optimization are you requesting?”

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Key Notes

• All fields are required unless explicitly noted as optional.
• Submitters must complete all fields that populate based on their selections.
• Internal fields are maintained exclusively by the BPM-HCM team.
• Complete and accurate ticket data is essential for automation, reporting, governance, and accountability.

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Parent and Child Tickets in TeamDynamix (TDX)

Parent and child tickets are used to organize related work under a single initiative while allowing individual tasks, phases, or work streams to be tracked independently.

• Parent tickets represent the overarching project or primary request and are used for high-level tracking, reporting, and governance.
• Child tickets represent discrete units of work (such as discovery activities, configuration changes, testing, or follow-up actions) that support the parent ticket.

To support this structure, the BPM – HCM Project or Change Request form has been updated to use the Major Incident service type so it can function as a parent ticket. A copy of this form has been created as BPM – HCM: Child Incident Change Request and configured as an Incident service type so it can be selected and linked as a child ticket.

The BPM-HCM team determines when a parent/child structure is appropriate based on scope, complexity, reporting needs, and workload distribution.

Creating a Parent Ticket from an Existing Ticket

1. Open the ticket that will be associated with a parent.
2. Select Actions → Create Parent.
3. When prompted to select a Major Incident form, choose BPM – HCM Project or Change Request.
4. Click Save.
   • The required fields on the parent ticket can be completed after creation.
   • All required fields must be completed before the parent ticket can move out of the Intake phase.
5. Click View Major Incident Case Created.

Once created, the Children tab on the parent ticket will show a count of 1, reflecting the original ticket that was converted into a child ticket.

Adding Additional Child Tickets to a Parent

Additional child tickets can be added to the parent ticket in one of two ways:

• From the Children tab on the parent ticket, click Add New and complete the BPM – HCM: Child Incident Change Request form.
• From the Children tab, click Add Existing to associate an already-created ticket to the parent.

When using Add Existing, all tickets across teams are displayed by default. To filter the list:

• Go to Filter → Responsible and enter BPM Ticket Assignment HCM to view tickets assigned to the BPM-HCM team.
• If the desired ticket is not active, return to Filter and update Status to include additional values such as Closed, Cancelled, or others as needed.

Setting a Parent Ticket from a Child Ticket

A ticket can also be assigned as a child directly from the ticket itself:

1. Open the ticket you want to convert into a child ticket.
2. Select Actions → Set Parent.
3. If you know the parent ticket ID, enter it directly and select it when it appears, or click the magnifying glass to search.
4. Ensure the ticket selection scope is set to All Tickets (not My Tickets).
5. Select the appropriate parent ticket, click Insert, then Save.

Once saved, the ticket will appear under the Children tab of the parent ticket and be included in parent-level tracking and reporting.

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