Change Enablement: How to Close a Completed Change Request (Ticket)

Overview

Audience: Technicians on TeamDynamix

After a Change Request has been approved and scheduled, the Technician is assigned the workflow task “Deploy the approved Change.” This task confirms that the planned work has been completed during the approved change window.

Marking the deployment task as complete is required to move the workflow forward to the results-capture phase. If this step is not completed, the change ticket will remain open and cannot be properly closed. The change ticket serves as the official system of record for implementation and audit purposes.

Before you start

  • You must have completed the change during the approved implementation window
  • You should have any implementation notes ready for documentation
  • You should know whether the change was completed successfully, completed with minor issues, required rollback, or was canceled

Step 1: Access the Ticket Task

Log in to TeamDynamix and open your assigned Change Request ticket. 

You may access it from:

  • Your TeamDynamix ticket queue
  • The Change Calendar at change.uark.edu and select View My Change Tickets button. Select the ticket ID number to open the ticket details.
  • Your email notification for the assigned task and select the TDNext link (see screenshot)
    Screenshot of second link in email notification to be selected to reach the ticket details on TDNext

Step 2: Verify the Change Was Completed

  1. With the ticket details open, view the Current Activities section.
  2. Select Mark Complete
    screenshot of where to select Mark Complete under Current Activities

Step 3: Verify the Results

After selecting Mark Complete, the Current Activities section will update with a choice selection. Select one:

  • Successful - closes the ticket
  • Successful with minor issues - closes the ticket. Note: You should leave a comment to document what the minor issues were.
  • Unsuccessful/Rolled back - reassigns the "Deploy the approved change" task 
  • Cancel Change - terminates the ticket

Step 4: Leave a Comment

After verifying the results a comment box will appear.

  1. Leave a comment if necessary.
  2. Select Save.

The ticket will self-close.

What's next

The ticket will close itself after submitting any comments. The workflow will stop and the closed Change tickets will appear as a Closed Ticket on the Change Calendar and anywhere else on TeamDynamix where closed tickets may be viewed. 

Need Help?

Need more information? Check the Related Articles or Related Services sections on this page (side or at the bottom) for additional resources that might help. 

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IT staff and Change Enablement participants use the Change Calendar in TeamDynamix to review approved and scheduled IT changes across the University of Arkansas. It helps the campus identify conflicts, avoid service disruptions, coordinate deployment timing, and improve communication before submitting or implementing a change request.