What are Tickets?
Tickets are service requests sent in by the staff or faculty via email. They will be displayed in TeamDynamix similar to the example below:
You can view tickets mainly in your Desktop tab. TeamDynamix will display the following information automatically when a ticket is sent in:
- Ticket ID: A unique number that helps identify that specific ticket
- Requestor: Who sent in the service request
- Acct/Dept: The department the individual belongs to
- Title of the ticket
- Status: This displays the current status of the ticket
- Priority
- Prim Resp: The person responsible for responding to this ticket
- Service: Type of service request
- Modified: The last time the ticket was edited
Viewing a Ticket
General Tab
If you would like to view more information about the ticket, edit it, or respond to the ticket, click the title or ID of the ticket. It will create a new window that looks like the example below:
In this window you can see even more information about the ticket. You can see the description written by the requester and any updates made which would be shown in the feed.
Tasks Tab
You can also switch the General tab to the Tasks tab to see what tasks are associated with this ticket which would look like below:
Tasks are often used when there are multiple individual steps that need to be taken that correspond to 1 ticket. Each task displays the following information:
- Title of task
- Due date of task
- Person responsible for the task
People Tab
In the People tab of a ticket, you can see who is actively involved with the ticket. The tab will look similar to below:
Responding to a Ticket
To respond or update a ticket please follow the following steps:
- Click the button labeled Actions
- Click Update from the drop-down menu
- It will open a new window that looks like this:
- Click on the drop-down for New Status and change it to either In-Process, Acknowledged, Work Paused, or Pending Customer depending on the ticket
- Write your response in the Comments section and make sure Make Comments Private is unchecked
- Check to make sure you are notifying the correct people under the Notify section
- Press Save
Your response will look like an email reply once sent to the requestor, but will appear as a comment under Feed in TeamDynamix like so:
Editing a Ticket
Editable Fields
Common fields that you may find yourself editing are:
Status: This lets everyone know what stage the ticket is in
Comments: This will be where you draft your response
Notify: This is often the requestor of the ticket
Notify Other People: This is to notify others who may be involved on the ticket. It is similar to CCing someone on an email
Make Comments Private: Not all comments will need to be sent as a response to the requestor. If you simple want to leave a private comment for the future amke sure to check mark this box.
Creating Tasks
Under the Tasks/Activities tab you can create tasks that correspond to the ticket by:
- Clicking the Add button and pressing Task
- Fill in the following fields:
- Title: A quick summary of what the task is
- Start Dates and Due Dates
- Estimated Hours: How long the task has been worked on
- Complete Within: The number of hours the task should take
- Responsible: Who is assigned to complete this task
- Description: A thorough description of what the task entails
Completing Tasks
When you create a task it will show up in the Tasks/Activities tab like the image below:
When you are done with the task, press the Mark Complete button and the task will then change to look like this:
Reassigning Ticket
To Reassign a Ticket, you will need to:
- Click Actions
- Select Reassign Service Request
- It will open a new window that looks like below:
- Type in the new person responsible for the ticket and fill out the Comment section with why the ticket has been reassigned
Updating Status
To see how to update the status of a ticket, please read the steps above under Responding to a Ticket. The common statuses that tickets fall under are:
- New: The ticket has not been edited or responded to yet
- In Process: The ticket is being actively worked on
- Acknowledged: A response has been sent to the requestor, but active work has not yet started
- Pending Customer: This is when a ticket is sent in where we may need more information before we can service them
- Work Paused: All work on the ticket has been paused
- Resolved: The issue has been solved or is no longer relevant to the team. It gives the ticket 3 days to be reopened and responded to. After it will be closed.
- Closed: Ticket is permanently resolved
- Reopened: This is when a ticket that was previously resolved or closed is active again. This is often due to a solution not working or an extra development in a previously resolved ticket. This status often happens automatically when the requestor sends an email after the ticket has been resolved/closed.
Notifying Other People
To notify others you must:
- Click on the Notify Others field
- Type the new individuals name and select their name
Private Comments
Private comments are different than a response to the requestor. They are only seen by Univeristy IT Ticket Users. Private comments are useful for leaving notes for the future. They often look like this under the Feed on a ticket:
