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When you are updating a ticket in TeamDynamix, you can notify the requestor and others of the changes you've made. The purpose of this article is to outline the best practices around using notifications in TeamDynamix.
Updating a Ticket
Most commonly, notifications are sent out when you update a ticket in TeamDynamix. Refer to the Technican Tutorial for details on updating tickets.
Note that when a ticket is updated, by default the requestor is notified. If you don't want the requestor to be notified (or if you want others to be notified) you'll need to make those changes manually. Follow this guide for deciding when to send out notifications.
Professionalism
Be professional in all your communications with the requestor and other technicians. Though it is possible to mark comments as private, this setting can be overridden by other TDx users at any time, making private comments public. As a result, you should make sure that everything you put into TDx is entirely professional in nature. You should expect that the requestor and other users will see everything you put into TDx.
Adding People to a Ticket
By default, TeamDynamix includes the requestor and the responsible person/group as potential notifyees on a tickets, with the requestor being selected by default. TeamDynamix will also add people to a ticket if they were assigned to the ticket at a prior point in time.
However, situations may occur where you want to be able to notify someone not directly assigned to the ticket, such as a supervisor or manager.
To do this, open the ticket in question and click on the "People" tab.
Start typing the name of the desired user (or click on the magnifying glass and search). Select the desired user and click "Add".
That person will now show up as someone who can be notified when a ticket is updated. This person will also be able to see the ticket details in the Client Portal.
When to Notify the Requestor (best practices)
- When you change the status of a ticket from "New" to "Open" or "In Process"*
- This is a common courtesy to the requestor to let them know that their ticket has been acknowledged
- For more information on using ticket statuses in TeamDynamix, please refer to the knowledge base article
- When you need information from the requestor
- Obviously, if you don't notify them that you need information, they will not be able to respond
- When there is a major update to the ticket
- For example, if the requestor has asked for a new computer, when the order is placed, you should notify them that their computer has been ordered
- When the ticket is "Closed"
- This informs the requestor that the work is done. They can always reopen the ticket by replying to the notification.
*For tickets created on behalf of the requestor (by the service desk, for example), this may seem a bit redundant, since the user gets a notification of ticket creation. But in cases where the requestor creates their own ticket via the service catalog, they will have no idea of the receipt or progress of their request unless it is acknowledged when the ticket status is changed to "Open" or "In process". Since it is not obvious how the ticket originated, notifying the requestor is the safest course.
When to Notify Others
Typically, if the ticket is assigned to you individually, you may not ever need to notify anyone other than the requestor. However, if the ticket is assigned to a group, you may have need to notify the group of changes to the ticket. You may also need to notify a supervisor or manager or other technician to request help or information on a ticket.
If you are simply taking a ticket or reassigning it, notifications generally do not need to be sent out. In the case of reassigning tickets, the new assignee will automatically be notified.