Summary
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.
Body
Table of Contents
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.
Note: For actions related to
commenting and
notifying users, see
this article.
- You can edit most fields on a ticket by clicking the Edit button at the top of the ticket.
- It will switch to the editing view and allow you to change the value of the fields.
- After editing, select Save and click the red To Detail button to go back to the main ticket view.
Note: Editing a ticket in this way will add a comment to the ticket feed but does not notify the user.
The feed comment is private, non-technician users cannot see it.
- TeamDynamix does not have a ticket locking feature. Instead, you can see a User Icon with a number next to it at the top-left of every ticket.
- Clicking that icon shows the users who are currently viewing the ticket.
- It will also tell you which users actively edit or update the ticket versus just viewing it.
- If someone else is currently editing a ticket, it's best practice to refrain from editing it yourself. Otherwise, you may overwrite changes that another technician made.
- To assign a ticket to yourself, open the green Actions menu at the top-left of the ticket and choose to Take Incident.
- To assign a ticket to someone else, select Reassign Incident.
- You can reassign a ticket to a group or an individual.
- Assigning to an individual outside of your own team should only be done with the consent of the individual involved and should be assigned to the appropriate group first in order to maintain proper notifications.
- If the individual does not have a primary group, the responsibility shows up as <user>.
- Suppose an individual is in multiple groups, and you want to set the responsibility to < user's non-primary group> / <user>.
- In this case, you must first assign the ticket to the non-primary group itself, save it, then assign it to the individual.
- When you reassign a ticket, you have the option to add a comment.
- Please be sure to use this feature to let other teams know precisely why you are assigning the ticket to them.
Need further assistance with TeamDynamix tickets? Please contact the
OIT Service Desk.