Ticket Classifications in TeamDynamix

This article will explain how to correctly classify tickets in TeamDynamix, including definitions of ticket types and best practices when creating, working, and closing tickets.

Quick Links: | Definitions | Classifying Tickets in TeamDynamix | When You Create a Ticket | While You Are Working a Ticket | When You Close a Ticket |

Definitions

Correct classification helps with workflows, reporting, and tracking.

• Service Request: A request for information, advice, access, or a standard change.
  • Examples: Requesting Adobe Photoshop, connecting a phone to Wi-Fi, password reset.
• Incident: An unplanned interruption or reduction in IT service quality.
  • Examples: Computer won’t start, a web service suddenly returns errors.
• Major Service Request (MSR): A service request with significant impact (several hours of work or changes affecting many users).
  • Examples: Migrating a widely used web service, project work requiring 2–80 hours.
  • May require additional manager approval.
• Major Incident (MI): An incident with significant impact requiring elevated response.
  • Examples: Campus-wide outage, widespread errors, issue requiring campus communication.
  • Can include child tickets to group related incidents.
  • Reviewed periodically by a technical working group.
• Change: See Change Management in TeamDynamix.
• Release: Typically used for vendor-controlled changes.

Classifying Tickets in TeamDynamix

When You Create a Ticket

In TDNext, select New > Incident or Service Request, depending on the situation. Note: The default classification is Service Request.

While You Are Working a Ticket

Ticket classification can be updated at any time. If a ticket was misclassified, reclassify it promptly.

1. Open the ticket.
2. Click Actions > Edit Classification.
3. Select the correct classification.
4. Click Save.

When You Close a Ticket

Always confirm classification before closing a ticket. You can check classification in the following ways:

1. In the IT Services Search page, the tickets list view displays the classification.
2. If you open a ticket in a new tab, the classification appears as the tab title.
3. In the ticket window, the classification and ticket number are shown under the title.

 Still need help? Contact IT Support Services for further assistance.
  
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