Creating Tickets in TeamDynamix

This article will walk technicians through the process of creating a new ticket in TDWorkManagement, including required fields, service selection, and assignment details.

Quick Links: | Overview | Accessing Ticket Creation | Required Fields | Optional Fields | Saving the Ticket |

Overview

Technicians use TDWorkManagement to create and manage service tickets submitted through the Client Portal or initiated manually. When creating tickets, it is important to make sure they are routed to the appropriate group and contain all necessary information to begin work.

Accessing Ticket Creation

1. Go to support.csuchico.edu/TDWorkManagement.
2. Sign in with your Chico State credentials.
3. Click View Applications at the top of the page.
4. Open the IT Services application.
5. Click + Service Request.
   
    

If you are not using the IT Services application, you may not see the Service Request button. 

Required Fields

You must complete the following fields to successfully save a new ticket:

Service

• Determines routing, required fields, and workflow behavior.
• Start typing keywords (e.g., "Email", "Network", "Printer") to search; matching services will auto-populate.
• Selecting the wrong service may delay resolution.

Requestor

• The person requesting the work to be done.
• Use Chico State email address, username, ID number, or name to search.
  • If the requestor cannot be located, try Adding New Contacts to TeamDynamix.
• Auto-fills department when selected (editable if needed).

Title

• Be specific and clear (e.g., “Cannot connect to eduroam in Butte Hall”).
• Some services auto-fill a title when selected (editable if needed).

Responsibility

• Auto-fills responsible group when a service is selected (editable if needed).
• If unsure who should handle the ticket, reassign to ITSS-Triage.

All required fields must be completed before you can save a ticket. If there are incomplete fields, they will be highlighted in red when you attempt to save. 

Optional Fields

These fields may appear depending on the service selected:

• Impact, Urgency, Priority: Used to assess severity. Follow your department’s standards.
• Asset / CI: Includes asset tags, serial numbers, and Configuration Items for campus-managed devices, software, and applications. 
• Additional custom fields: May include device type, location, software version, etc.

Saving the Ticket

1. Click Save once all required information is entered.
2. The system will automatically send notifications to:
   • The requestor (unless unchecked)
   • The assigned group (or individual)
3. You’ll be prompted to either:
   • View the ticket
   • Create another ticket

Once your ticket is created, see Managing Tickets in TDx for information on updating, reassigning, or resolving tickets.

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