Request Intake & Categorization

Purpose

The purpose of this article is to outline:

• How to complete the PI Request Intake Form
• Which fields are completed by the PI team versus the requestor
• How each field is used during intake, prioritization, automation, and reporting

Accurate and complete form entry ensures efficient triage, consistent prioritization, automation readiness, and transparency across PI change management and project tracking processes.

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Form Structure

The Request Intake Form is divided into two sections:

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Key Notes

• Submitters must complete all fields that populate based on their selections.
• Internal fields are maintained exclusively by the PI team.
• Complete and accurate ticket data is essential for automation, reporting, governance, and accountability.

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 PI: 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 PI: Child Incident Change Request and configured as an Incident service type so it can be selected and linked as a child ticket.

The PI 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 PI: 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 PI: 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 PI 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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