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Technicians can add tasks to tickets in TDNext, allowing for extra control and specificity of a given ticket. Ticket Tasks are individual tasks that may be created, assigned, updated, and edited just like a ticket is. This is particularly useful when working on large projects or changes, working with multiple teams on one incident, or dividing work for a given ticket amongst a team. Ticket tasks may also be leveraged for procedures requiring a specific set of steps to be followed to resolve an incident or complete a service request. It behaves just as a normal ticket would in terms of assignment and flow but lacks more than the binary status of complete/incomplete.
To create a ticket task, navigate to TICKET > Tasks/Activities > + ADD > Task and complete the fields.
The following fields define a ticket task. They may be edited at any time.
- Title - The title (or name) of the ticket task.
- Predecessor - The ticket task that precedes the new task. There will be no options if this is the first ticket task.
- Start/Due Date - These fields specify the time frame to complete the task. The Due Date may be set blank to remove the constraint.
- Estimated Hours - The estimated time in business hours that the task should take to complete.
- Complete Within - The time that a task should be completed within the activated timeframe of the task (predecessor completed). This will modify the Start/Due dates.
- Responsible - The person/group responsible for the task. It can be changed, and responsibility can be taken just like a ticket.
- Description - The description of the task. It should include all details required to complete the task by the responsible party.
The newly created task will appear in the list of tasks for the parent ticket. In the example below, two tasks are created. The second task cannot be updated or completed until the predecessor is completed. Setting a predecessor is not required. If a predecessor is not established, the task may be completed at any time, regardless of other task completion.
Updating a task allows setting a completion percentage, time logging, comments, and notifications. Only "Active" ticket tasks may be updated. Press the Update button from the Tasks/Activities view on the parent ticket. Update the task as needed and press Save to commit the changes.
Tasks should be assigned to the individual or group best suited to complete the task. Like tickets, tasks may be assigned to a group and have their responsibility "taken" by a group member. To change the assignment of a task, click Edit from the parent ticket Tasks/Activities tab.
Once a task has been completed, click Mark Complete on the task from the Task/Activities tab of the parent ticket. Completing a task will cause subsequent tasks (tasks where the predecessor is the newly completed task) to become activated, allowing for updates and setting the Start/Due dates.
Task templates allow the quick and easy creation of pre-defined series of tasks for a given ticket. Navigate to the Tasks/Activities tab of the ticket for which tasks are needed, press + Add, select Task Templates, and choose the template best suited for the ticket. Tasks generated from a template can be edited just like any other task.
For further assistance regarding TeamDynamix Ticket Tasks, please contact the OIT Service Desk.