TeamDynamix - Changing a Ticket Classification

Environment

ITS Ticketing Application in TeamDynamix

Issue

How to change an incorrectly classified TeamDynamix ticket. Classifications are: Incident, Request, Change, Problem, Major Incident

Resolution

In a ticket:

  1. Actions -> Edit Classification 
  2. Select New Classification and Save
  3. Edit -> Update "Form" to be a type of form to match the new classification (ie Incident Form, Request Form)
  4. Save

Additional Information

  • Some forms have custom fields or language, so adjusting the form to match the classification will ensure that form has the right info. 
  • When updating the classification to Change, use Actions-Assign Workflow to attach the Change Workflow.
  • If a ticket has a workflow attached, it may need to be removed before you can update the Classification (Actions -> Remove Workflow)

Video about Ticket Classifications: TeamDynamix - Forms Ticket Classifications (Subtitled)

For more information, submit a request here: ITS-TeamDynamix Support.

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Related Services / Offerings (1)

ITS-TeamDynamix
This service is a web-based platform that provides service management, asset management, and project management capabilities. TeamDynamix can support IT management and support functions and has capabilities that provide general customer support or management of other non-IT functions like facilities and human resources too.