Quick Links: | Purpose of the Source Field | Available Ticket Sources |
Purpose of the Source Field
When creating a new incident in TeamDynamix, the Source field (how the request came in) is required. This allows the Division of IT to:
- Report on tickets by source
- Target satisfaction surveys based on how the ticket was submitted (e.g., callers vs. service catalog users)
Available Ticket Sources
The following sources are available in TeamDynamix:
| Source |
Description |
Use? |
| Chat/IM |
Tickets created from a chat or instant message conversation. |
Yes |
| Email |
Tickets created from an incoming email message. |
Yes |
| Email Service (automated) |
Intended for tickets automatically generated via the email API. |
Do Not Use |
| Internal |
Tickets you create yourself or based on an in-person conversation. |
Yes |
| Phone |
Tickets created based on a phone call. |
Yes |
| Walk-in |
Tickets created when a customer walks into the service desk. |
Yes |
| Website (Service Catalog) |
Intended for tickets generated by customers using the service catalog. |
Do Not Use |
Still need help? Contact IT Support Services for further assistance.
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