Using the TeamDynamix Hub to Transfer Tickets to Other Applications

Environment

TeamDynamix ticketing applications in campus departments and units and the Hub ticketing application

Issue

How do I transfer tickets from ITS TeamDynamix to other campus ticketing applications and to transfer from others to the ITS application.  

Resolution

The Hub is a way to transfer tickets between the TeamDynamix Ticketing applications used by campus schools, colleges, and administrative units.

Using the Hub is a 2 step process. 

  1. Technicians will send tickets to the Hub as the first step in getting the tickets to another ticketing application
  2. Technicians will also retrieve tickets from the Hub and transfer them back to their own ticketing application to work them

The following units and departments have ticketing applications.  More may be added in the future.

  • Facilities & Operations (FOIS) - Responsible Group: FOIS-RECON
    •  
  • ITS - Responsible Group: ITS-ServiceCenter
  • LSA - Responsible Group: LSA-TS-ServiceDesk
  • School for the Environment and Sustainability (SEAS)  Responsible Group: SEAS-UnitIT
  • Student Life (SL) - Responsible Group: SL-Operations
  • Student Life​​​​​​​ (SOE) - Responsible Group: SoE-UnitIT
  • Shared Services Center (SSC ) Responsible Group: SSC-CustomerService

To transfer a ticket FROM your ticketing application TO the Hub:

  1. Open the ticket you want to transfer
  2. Click Actions and then select Move to Application
  3. Pick the application to transfer to, add a comment, Click Move -> OK

To transfer a ticket FROM the Hub TO your ticketing application:

  1. Open the ticket you want to transfer
  2. Click Actions, then select Move to Application
  3. Select the ticketing application and form (for example ITS Tickets -> Request form)
  4. Add a comment
  5. Review the ticket and make sure it has the appropriate Service and Responsible group; Type will auto-populate once Service is selected.
  6. Click Move -> OK

Each form has been configured to auto-assign to the responsible group the unit has specified. In general, it is good practice to leave the responsible group in the Hub as the one that is auto-assigned during the first step of the move process. If you are in contact with a different group or individual who has agreed to take the ticket, that group member or individual is responsible for changing the responsible group as part of the process of moving the ticket out of the Hub to its final location.

Additional Information

Use one of these options to see tickets in the Hub that need to be transferred to your ticketing application:

  • Modify your Desktop to include the ‘Tickets in the Hub’ report. If a ticket is assigned to you in the Prim Resp or you may choose to create a copy of the report and modify to filter down to only tickets being transferred to your unit. You may also request to have your team’s desktop modified to include the Tickets in the Hub Report.  (This is included on the ITS Service Center Desktop.) 
  • Note that if a ticket in the Hub is already assigned to you or a group of which you are a member, the ticket will also appear in the section for ‘My Assignments’ as well as the Tickets in the Hub report. You will still need to move the ticket out of the TDX Hub into your unit’s Ticketing Application following the instructions provided in the section above. Once the ticket is moved out of the Hub and into your own Ticketing Application, it will no longer show on the ‘Tickets in the Hub’ report. 

or

  • Navigate to Desktop Next to the Waffle,  View tickets in ‘My Work’. Note that this option will show any tickets assigned to you or a group of which you are a member. The ticket may be located in your unit ticketing application or the Hub. If in the Hub, you will still need to move the ticket out of the TDX Hub into your unit’s Ticketing Application

or

  • Navigate to >TDX Hub, click on Tickets, then click on the green filter and search for tickets assigned to you or your Responsible Groups

or

  • Navigate to >TDX Hub, in the left hand Navigation, select the report: Tickets in the Hub. This report reflects ALL tickets currently in the TDX Hub. To identify tickets that need to be transferred to your ticketing application, you can sort by Prim Resp or Resp Group, which will show either an individual name or group, respectively. (You can also use the Filter option of the report to narrow down to the person or group.)

Check the number in the URL to determine which ticketing application a ticket is in:

Details

Article ID: 3420
Created
Thu 8/20/20 11:39 AM
Modified
Thu 10/15/20 10:14 AM