Managing Existing Tickets in TeamDynamix

This article will guide technicians through managing existing tickets in TDWorkManagement, including updates, assignments, workflows, editing, and visibility of comments.

Quick Links: | Overview | Ticket Review | Updating Tickets | Reassigning or Taking Tickets | Editing Tickets | Notifications and Comments |

Overview

Once a ticket is created, technicians use TDWorkManagement to update its status, communicate with requestors, and ensure it’s assigned appropriately. This article outlines the key tools and workflows for managing tickets at Chico State.

Ticket Review

Clicking a ticket title or number opens it in a side-view panel within your current IT Services / Desktop tab. For different viewing options, click one of the icons in the top-right corner of the ticket preview:

• Open in App (square with arrow): Launches the ticket in its own TDWorkManagement tab (like opening a new application)
• Open in Browser Tab (two window icons): Opens the ticket in a separate browser window or tab

This flexibility is useful when comparing tickets, reviewing reference material, or multitasking within TDx.

 

Updating Tickets

To update a ticket:

1. Click Actions, then select Update or click the Update button in the Feed section of the ticket. 
2. Select a new Status:
   • New – Unreviewed. Also, use this if assigning to a new department or group. 
   • Open – Acknowledged but not being worked on. 
   • In Process – Actively being worked on. 
   • On Hold – Waiting for requestor response (requires date). 
   • Pending (In Process) – Waiting on something external. Also, the status when tickets come off hold.
   • Closed – Completed. 
   • Canceled – No longer needed. 
3. Enter a required Comment. 
4. Adjust Notifications if needed. 
5. Click Save. 

Note: Comments are visible by default. Although you can mark them “Private,” visibility can be overridden by other users with appropriate access. Always write professionally.

Reassigning or Taking Tickets

• Use Take Incident to assign the ticket to yourself.
• Use Reassign Incident to move the ticket to another individual or group.
• If you’re unsure where a ticket should go, assign it to ITSS-Triage.

Editing Tickets

The Edit option allows you to modify fields that are not accessible through the Update window.

You may use Edit to:

• Change the selected service (only if necessary)
• Update ticket form, requestor, or other key fields
• Correct data entered at the time of creation

Warning: Changing the service may alter ticket routing, required fields, and workflows. Only make this change if you are confident in its impact.

Notifications and Comments

• The requestor is notified by default when comments are added during an update.
• You can add additional recipients under the Notify or Notify Other People sections during an update.
• To include someone outside Chico State, use the Other Email Addresses field to manually add external contacts.
  • This is especially recommended for account-related issues. Add the requestor's personal email address to keep them notified about ticket updates. 

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