This is an overview of creating a ticket in the technician portal. The article focuses on the main University IT Tickets application, which will be what most people are using. If you are in a department that uses a different ticketing application, your instructions may vary slightly.
The article shows what a Service Desk technician must do when facing duplicate Atlas tickets.
This article describes updating general ticket details, including the Requestor, Source, Service and Service Offering, Subject, Description, and Impact and Urgency.
The purpose of this internal Service Desk article is to lay down the expectations from an employee who is escalating a ticket. These apply no matter where you are escalating, including to Service Desk full-time staff.
This article outlines the procedure for making common changes and edits to tickets. It is applicable to all TeamDynamix tickets, including incidents, changes, problems, and service requests.
This internal article describes the OIT Service Desk’s process for responding to a ticket via the Atlas technician portal (Replying / Resolving / Escalating).
This article will show you how to comment on and/or notify the user of the updates on a ticket.
This article provides detailed information regarding Ticket Tasks in Atlas.
This article provides information about assigning a ticket to the correct local tech group.