When creating an new incident in TeamDynamix, the “Source” field (how the request came in) is required. This allows us to report on tickets by source, as well as to be able to target user satisfaction surveys by ticket source (e.g., callers vs. service catalog users).
The following ticket sources are available:
- Chat/IM – Tickets created based on a chat or instant message conversation
- Email – Tickets created based on an email message
- Email Service (automated) – Don’t use. Intended for tickets automatically generated via the email API
- Internal – Tickets you create yourself, or based on an in-person conversation
- Phone – Tickets created based on a phone call
- Walk-in – Tickets created based on a walk-in to the service desk
- Website (Service Catalog) – Don’t use. Intended for tickets generated by people using the service catalog