Editing Tickets in TeamDynamix

When you click on the title of a ticket on your TDX desktop, the ticket detail will open in a new window:

If you want to change any of the details of the ticket without adding a new comment, click the green Edit button:

1. Form - here you can change which form you want to use. These are the same in the list above.
2. Status - in most cases, you would choose "New." Options are:
   1. New
   2. Open
   3. In Process
   4. Resolved
   5. Closed
   6. Cancelled
   7. On Hold
3. Source - the source of the ticket. Options are:
   1. Chat
   2. Direct Input
   3. Email
   4. Phone
   5. Systems
   6. Walk in
   7. Web
4. Responsible - who is responsible for the ticket. You can choose a single team member, or a group. There is a checkbox below labeled "Notify Responsible." If you check that box, the person or people in the responsible group will receive an email notification that the ticket has been created.
5. Service - Specific service request forms come with the service pre-populated. Generic request forms do not. The benefit of selecting a service is for reporting. Reports can be generated that show how many tickets there have been per service. Each group has at least one service associated with it that can be selected. If you click the magnifying glass to search services, the entire list of TDX services at UM will appear. You can search by typing SPH into the search box.
6. Requestor - the person requesting service. The easiest way to fill in this box is to type or paste in the requestor's uniqname. You can also search by name, or click the magnifying glass to search everyone at UM.
7. Acct/Dept - This will auto-populate once you select the requestor.
8. Title - the subject of the request.
9. Description - the ticket details
10. Attachment - you may attach files using this feature
11. Impace, Urgency and Priority - these fields are optional. Priority is pre-populated with "Low." You may change these values if desired.
12. Start Date - also optional. The date work will begin on the ticket. 
13. Tags - you can leave this blank.
14. Knowledge Base Article - our Client portal contains many knowledge base articles. If you would like to have a link to one sent to the requestor, you can choose it here. If you click the magnifying glass, only SPH KB articles are displayed.

Once you have completed the form fields, click the green Save button at the top. If you have selected to notify anyone, those emails will be generated automatically.

Adding Other People to a Ticket

You may want to add other people to a ticket as contacts. For example, if the requestor CC:d anyone in their request they are not automatically added. You have to add them manually. You also may want to add other members of your team to a ticket since tickets can only have one person or group as the responsible party.

In the the Details screen you will see several tabs across the top:

Click the People tab:

The best way to add people is to type or paste in their uniqname. Once their name appears, click the green +Add button.

If you click the magnifying glass instead, you will see a list of everyone at UM and you can search for the person there.