Update a request ticket

Tickets are updated by the technician as they work to resolve the ticket request. If you have created or been assigned a ticket, you will need to update the ticket when work is done, to indicate status changes, and to communicate with the customer.

Open a ticket

To view the details of a ticket and make updates, open the ticket.

• You can open the ticket from your desktop in TDNext where you can find your My Team’s Tickets and My Active Tickets. Click the ticket Title or ID to update the ticket. Clicking the Requestor Name will prompt an email, and clicking the Acct/Dept or Primary Responsible (Prim Resp) will show their details, but will not open the ticket.
• If you have been assigned a request ticket, you will receive an email to your UARK account. In the email, click the View Ticket in users portal button to open the ticket in a browser window.

The General tab in the ticket has the details and the ticket Feed. The ticket Feed records all changes and updates to the ticket.

Add or open a ticket attachment

Click the Attachments plus (+) button or the +Add button at the top to upload a file to attach to the ticket. If the requestor has sent attachments with their ticket, the attachment can be opened from the Attachments area on the right of the ticket.
TDX KB: Attachments in TeamDynamix

Update a ticket

Most changes to a ticket will be made using Update. From the Actions dropdown, click Update. The ticket will now have several editable fields available.

• A new status for the ticket may be selected from the New Status dropdown to reflect the current status of the ticket (New, Assigned, In Process, Reopened, On Hold, On Hold - Awaiting UASYS, On Hold - Awaiting User Info, or On Hold - Waiting on Vendor, Cancelled, Closed, or Resolved). 
  • A new ticket will typically have the Status of New. A technician has not interacted with a ticket with the Status of New.
  • When assigning to a group or individual (including yourself), change New tickets to Assigned. A Status of Assigned means a technician has taken primary responsibility for the ticket.
  • Change status to In Process as you begin troubleshooting the ticket or corresponding with the customer. 
  • Avoid moving from New to Closed.
  • When pausing a ticket while waiting for another group or individual, change status to On Hold, On Hold - Awaiting UASYS, On Hold - Awaiting User Info, or On Hold - Waiting on Vendor.
    Upon selection of an On Hold status, the Goes Off Hold date field becomes available for a date when the ticket will go off hold.
  • See our Ticket Status article for status definitions.
• The Responsible field may need to be updated to the technician who will be working the ticket. If you are setting yourself as Responsible, you can uncheck the Notify the new resource of the service request assignment box.
• A comment is required in the Comments field anytime the ticket is updated.
  By default, comments are public (viewable in the Client Portal) and sent as an email notification to the Requestor. Comments can be made as a private technician note. See how to make comments private.
• If a knowledge article exists that assists in resolving a request, the article can be attached to the ticket by selecting Existing article as Knowledge Base Article. Click in the field and begin typing words from an article title, or click the search button on the right end of the field, and search for the article.
• When work on a ticket has been completed, set the Status to Resolved. The customer will receive an email inquiring if their request has been fulfilled or incident resolved. If they do not respond within three days, the ticket status will go to Closed.
• Available fields on a ticket will vary by service.
• All ticket updates are sent as email notifications to the Requestor.
• If the requestor replies to a notification email, their reply will be displayed in the ticket Feed.

Scroll up, and click Save when you are done updating the ticket.

From the Actions dropdown, click Add to My Work to organize the request into your My Work in the TDX desktop.

Reassign Service Request from the Actions dropdown allows you to reassign the ticket to a different technician.

If a Workflow exists for the request, from the Actions dropdown, select Assign Workflow. Click the Workflow dropdown and select the appropriate Workflow. 
Note: If a ticket has been assigned a workflow and changes are made to that workflow while the ticket is still active, the changes in the workflow will not be reflected on the ticket. If the workflow must be edited, remove the workflow from any tickets to which it is assigned, make the edits, and then reassign the workflow to the tickets.

Assets and CIs can be attached to the ticket by clicking the Assets/CIs tab, the +Assets/CIs button, and searching for the asset or CI. When viewing that asset or CI, it will show that a ticket exists for that asset/CI.

The Read By tab will show the names of persons who have looked at the ticket.

Tasks

Tasks may be added to a ticket to keep track of individual technician’s tasks to be fulfilled to resolve the ticket. 

To add a Task to a ticket, click the +Add button, and select Task. 

The Responsible field can be completed with an individual (including yourself) or can be left blank so that a member of the team can pick up the task. An individual or group that is set as Responsible will be notified via email. Others listed in the Notifications field will also be notified by email. Those outside the university can also be notified, but will not be able to view the ticket. 

Click the Tasks/Activities tab in the ticket to view all ticket tasks and their levels of completion.

Changes made to the task will appear in the Task Feed. 

Task templates can be created to facilitate creating new tasks.

TDX Technician Training: Working with Ticket Tasks

TDX Technician Training: Creating a Ticket Task Report