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 update the ticket, click the green Actions button and choose Update:
- Status - Here you can change the status of the ticket.
- Comments Box - type your update into this box.
- Note the blue Templates drop-down in the header. Templates are what we think of as canned responses that can be added to any ticket. If you have any canned responses that you would like to be added, please email sph.web@umich.edu or use our TeamDynamix Support request form.
- There is a box for "Make comments private (only visible to SPH tickets users)." Remember that when a customer sends in a request, they are sent an email response that includes a link to the ticket in TDX. If you don't want your comment to be visible to customers, check this box.
- Notify - this is either the Responsible Person/Group or the Requestor.
- Notify other people - you can add one person or group to be notified here. The easiest way is to type or paste in the uniqname of the person you want to be notified, or the name of the group you want to be notified.
- Other Email Addresses - here you can enter a comma-separated list of email addresses that you want to send the update to.
- Attachments - you can attach files
- Knowledge Base Article - if there is a KB article that you would like to send the requestor, you can select it here.
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.