Environment
TeamDynamix
Issue
Knowing how the Reporting fields in TeamDynamix are defined
Resolution
Click on the "Help" button at the top of the reports page to see these definitions:
Acct/Dept
The account/department under which the ticket falls.
Acct/Dept Code
The alpha-numeric code assigned to an account/department.
Acct/Dept Hierarchy
Filters tickets based on whether they are in the selected acct(s)/dept(s) or any of their descendants.
Acct/Dept Parent
The parent acct/dept that the ticket falls under.
Act Billable Hours
Actual Billable Hours
The amount of billable time, representing work completed, that has been logged against the ticket and its tasks/activities.
Act Hours
Actual Hours
The amount of time, representing work completed, that has been logged against the ticket and its tasks/activities.
Active Task Count
The number of active tasks/activities the ticket has.
Age
The age, in days, between the time a ticket was created and the time it was closed. If a ticket is not closed, the current date/time will be used instead.
Application
The name of the application to which the ticket is associated.
Asset/CI
The asset(s) or configuration item(s) associated with the ticket.
Asset/CI Count
The number of assets/CIs associated with the ticket.
Assignment Count
The number of times the ticket has been assigned.
Cancelled
Is Cancelled
Indicates if a ticket has been cancelled.
Children Count
The number of child tickets that directly list this ticket as a parent.
Classification
The classification of the ticket indicates how the ticket is being handled and how it may be used in a hierarchy with other tickets.
Contacts
Contact
The individual(s) listed as a contact on a ticket
Converted to Task
Indicates if a ticket has been converted to a project task.
Created
Date Created
The date/time a ticket was created.
Created By
The person who created the ticket.
Dept. Manager
The manager of the Acct/Dept on the ticket
Description
The full details of a ticket, including any appropriate circumstances or supplementary information that may aid in resolving it.
Due
Due Date
The due date indicates the date that the work on the ticket is to be completed. If the ticket has estimated hours associated, the due date is the end of the resource allocation range.
Est Hours
Estimated Hours
The amount of time, in terms of effort involved, that has been determined to resolve the ticket.
Flagged By
The person who has flagged this ticket.
Form
The form currently used by the ticket.
Goes Off Hold
The date/time a ticket will go off hold.
ID
The unique ID of the ticket.
Impact
The impact, in terms of number of individuals, of a ticket.
Industry
Industry Name
An Acct/Dept can have an Industry code associated with it, such as Higher Education, Manufacturing, or Retail. This column displays that Industry value and also always filtering.
Initial Resolved Date
The date/time the ticket was initially resolved.
Initial Responded Date
The date/time the ticket was initially responded to.
Initial Service
The initial client-facing service with which the ticket was created. Only available for tickets created in 9.4 and later.
Initial Type
The initial internal type with which the ticket was created. Only available for tickets created in 9.4 and later.
KB Article Client Portal Application
The client portal of origin for the article.
Knowledge Base Article
The article associated with the ticket.
Location
The physical location (such as a building) that can be selected to indicate where the ticket has occurred. The list of locations is retrieved from the Assets/CIs application.
Location ID
The ID of the location with which the ticket is associated.
Location Lat/Long
The latitude/longitude of the physical location (such as a building) that can be selected to indicate where the ticket has occurred. The list of locations is retrieved from the Assets/CIs application.
Location Room
The room associated with the specific ticket location. The room list is managed on a per location basis within the Assets/CIs application.
Location Room ID
The ID of the room with which the ticket is associated.
Modified
Date Modified
The date/time the ticket was last edited.
Modified By
The person who last edited the ticket in some way, whether by direct edit or commenting on the ticket.
On Hold
Indicates whether or not a ticket has been placed on-hold. On-hold indicates that the ticket is awaiting further action, possibly from the Requestor. Placing a ticket on-hold pauses the SLA.
Placed On Hold
The date/time a ticket was placed on hold.
Priority
The relative importance of the ticket to the organization.
Reference Code
The ticket's reference code.
Resolved
Is Resolved
Indicates if a ticket has been resolved by being set to a "Completed" status class.
Resolved By
The person that resolved the ticket by setting the status to one of the "Completed" status values.
Resolved Date
Date Resolved
The date/time the ticket was resolved.
Responded By
The user that first responded to the ticket in order to meet the "Respond By" date/time.
Responded Date
Date Responded
The date/time the ticket was responded to.
Reviewer
The person that has been assigned to review the ticket upon creation.
Reviewing Group
The group that has been assigned to review/evaluate the ticket upon creation.
Service
The client-facing service for which work on a ticket is or will be performed.
Service Category
The category in which a ticket's service resides.
Service Client Portal Application
The client portal of origin for the service.
SLA
The Service Level Agreement that is associated to a ticket.
SLA Resolve By
The date by which a resolution is owed to a ticket's requestor. This date/time is determined by the SLA associated with the ticket. To meet the resolve by date/time, the ticket must have a status with a class of "Completed".
SLA Resolve By Violated
Is SLA Resolve By Violated
Indicates if the 'Resolve By' deadline of a ticket's service level agreement has been violated.
SLA Respond By
The date by which a response is owed to a ticket's requestor. This date/time is determined by the SLA associated with the ticket. To meet the respond by date/time, the ticket must have a status with a class of "In Process" or "Completed".
SLA Respond By Violated
Is SLA Respond By Violated
Indicates if the 'Respond By' deadline of a ticket's service level agreement has been violated.
SLA Violated
Is SLA Violated
Indicates if one or more deadlines of a ticket's service level agreement have been violated.
Source
Indicates from where a ticket originated, such as via email, phone, or web.
Source Control Event Count
The number of source control events associated with the ticket.
Start
Start Date
The start date indicates the date that the work on the ticket is to begin. If the ticket has estimated hours associated, the start date is the beginning of the resource allocation range.
Status
The status of the ticket. This indicates where the ticket is in its lifecycle.
Status Class
The status class of a ticket is the high-level grouping to which its status belongs. The status class is used to determine response, closure, on hold, and cancellation information as a ticket changes its status.
Tags
The comma-separated list of tags associated with the ticket.
Ticket Count
The number of matching tickets when grouped by the other columns in the report.
Title
A short description to explain the nature of a ticket.
Type
The internal type for the ticket. The type serves to classify the nature of the necessary work.
Type Category
The category in which the ticket's type resides.
Urgency
The importance of a ticket and how quickly it needs attention.
Budget Information
Budget
The total budget for the ticket, determined by adding the time and expense budget.
Budget Used
A monetary figure representing the amount of the total budget that has been consumed.
Expenses Budget
A monetary estimate of direct expenses (non-resource related) associated with a ticket.
Expenses Budget Used
The amount of the expense budget currently consumed on a ticket.
Time Budget
A monetary estimate of time/resource-related expenses associated with a ticket.
Time Budget Used
The amount of the time (resource) budget currently consumed on a ticket.
Metrics/KPIs
Create to Init Assign (Abs)
Created to Initially Assigned (Absolute)
The difference, in absolute hours, between the date/time a ticket was created and the date/time it was initially assigned to a person or group.
Create to Init Assign (Op)
Created to Initially Assigned (Operational)
The difference, in operational hours, between the date/time a ticket was created and the date/time it was initially assigned to a person or group.
Create to Init Resolve (Abs)
Create to Initially Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was created and the date/time it was initially resolved.
Create to Init Resolve (Op)
Create to Initially Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was created and the date/time it was initially resolved.
Create to Init Respond (Abs)
Create to Initially Responded (Absolute)
The difference, in absolute hours, between the date/time a ticket was created and the date/time it was initially responded to.
Create to Init Respond (Op)
Create to Initially Responded (Operational)
The difference, in operational hours, between the date/time a ticket was created and the date/time it was initially responded to.
Create to Last Assign (Abs)
Created to Last Assigned (Absolute)
The difference, in absolute hours, between the date/time a ticket was created and the date/time its assignment last changed (including unassignment).
Create to Last Assign (Op)
Created to Last Assigned (Operational)
The difference, in operational hours, between the date/time a ticket was created and the date/time its assignment last changed (including unassignment).
Create to Resolve (Abs)
Created to Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was created and the date/time it was resolved.
Create to Resolve (Op)
Created to Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was created and the date/time it was resolved.
Create to Respond (Abs)
Created to Responded (Absolute)
The difference, in absolute hours, between the date/time a ticket was created and the date/time it was responded to.
Create to Respond (Op)
Created to Responded (Operational)
The difference, in operational hours, between the date/time a ticket was created and the date/time it was responded to.
Init Assign to Init Resolve (Abs)
Initially Assigned to Initially Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was initially resolved. If a ticket was initially resolved before it was first assigned, this value will be capped to a minimum of zero.
Init Assign to Init Resolve (Op)
Initially Assigned to Initially Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was initially resolved. If a ticket was initially resolved before it was first assigned, this value will be capped to a minimum of zero.
Init Assign to Init Respond (Abs)
Initially Assigned to Initially Responded (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was initially responded to. If a ticket was initially responded to before it was first assigned, this value will be capped to a minimum of zero.
Init Assign to Init Respond (Op)
Initially Assigned to Initially Responded (Operational)
The difference, in operational hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was initially responded to. If a ticket was initially responded to before it was first assigned, this value will be capped to a minimum of zero.
Init Assign to Resolve (Abs)
Initially Assigned to Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was resolved. If a ticket was resolved before it was first assigned, this value will be capped to a minimum of zero.
Init Assign to Resolve (Op)
Initially Assigned to Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was resolved. If a ticket was resolved before it was first assigned, this value will be capped to a minimum of zero.
Init Assign to Respond (Abs)
Initially Assigned to Responded (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was responded to. If a ticket was responded to before it was first assigned, this value will be capped to a minimum of zero.
Init Assign to Respond (Op)
Initially Assigned to Responded (Operational)
The difference, in operational hours, between the date/time a ticket was initially assigned to a person or group and the date/time it was responded to. If a ticket was responded to before it was first assigned, this value will be capped to a minimum of zero.
Init Resolve to Resolve (Abs)
Initially Resolved to Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially resolved and the date/time it was last resolved.
Init Resolve to Resolve (Op)
Initially Resolved to Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was initially resolved and the date/time it was last resolved.
Init Resolve to SLA Resolve By (Abs)
Initially Resolved to SLA Resolve By (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially resolved and the date/time of its SLA "Resolve By" deadline. A negative value indicates that a ticket was initially resolved after the deadline.
Init Resolve to SLA Resolve By (Op)
Initially Resolved to SLA Resolve By (Operational)
The difference, in operational hours, between the date/time a ticket was initially resolved and the date/time of its SLA "Resolve By" deadline. A negative value indicates that a ticket was initially resolved after the deadline.
Init Respond to Init Resolve (Abs)
Initially Responded to Initially Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially responded to and the date/time it was initially resolved.
Init Respond to Init Resolve (Op)
Initially Responded to Initially Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was initially responded to and the date/time it was initially resolved.
Init Respond to Resolve (Abs)
Initially Responded to Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially responded to and the date/time it was resolved.
Init Respond to Resolve (Op)
Initially Responded to Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was initially responded to and the date/time it was resolved.
Init Respond to Respond (Abs)
Initially Responded to Responded (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially responded to and the date/time it was last responded to.
Init Respond to Respond (Op)
Initially Responded to Responded (Operational)
The difference, in operational hours, between the date/time a ticket was initially responded to and the date/time it was last responded to.
Init Respond to SLA Respond By (Abs)
Initially Responded to SLA Respond By (Absolute)
The difference, in absolute hours, between the date/time a ticket was initially responded to and the date/time of its SLA "Respond By" deadline. A negative value indicates that a ticket was initially responded to after the deadline.
Init Respond to SLA Respond By (Op)
Initially Responded to SLA Respond By (Operational)
The difference, in operational hours, between the date/time a ticket was initially responded to and the date/time of its SLA "Respond By" deadline. A negative value indicates that a ticket was initially responded to after the deadline.
Last Assign to Init Resolve (Abs)
Last Assigned to Initially Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was initially resolved.
Last Assign to Init Resolve (Op)
Last Assigned to Initially Resolved (Operational)
The difference, in operational hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was initially resolved.
Last Assign to Init Respond (Abs)
Last Assigned to Initially Responded (Absolute)
The difference, in absolute hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was initially responded to.
Last Assign to Init Respond (Op)
Last Assigned to Initially Responded (Operational)
The difference, in operational hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was initially responded to.
Last Assign to Resolve (Abs)
Last Assigned to Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was resolved.
Last Assign to Resolve (Op)
Last Assigned to Resolved (Operational)
The difference, in operational hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was resolved.
Last Assign to Respond (Abs)
Last Assigned to Responded (Absolute)
The difference, in absolute hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was responded to.
Last Assign to Respond (Op)
Last Assigned to Responded (Operational)
The difference, in operational hours, between the date/time a ticket's assignment last changed (including unassignment) and the date/time it was responded to.
Resolve to Resolve By (Abs)
Resolved to Resolve By (Absolute)
The difference, in absolute hours, between the date/time a ticket was resolved and the date/time of its SLA "Resolve By" deadline. A negative value indicates that a ticket was resolved after the deadline.
Resolve to Resolve By (Op)
Resolved to Resolve By (Operational)
The difference, in operational hours, between the date/time a ticket was resolved and the date/time of its SLA "Resolve By" deadline. A negative value indicates that a ticket was resolved after the deadline.
Respond to Init Resolve (Abs)
Responded to Initially Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was responded to and the date/time it was intially resolved.
Respond to Init Resolve (Op)
Responded to Initially Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was responded to and the date/time it was intially resolved.
Respond to Resolve (Abs)
Responded to Resolved (Absolute)
The difference, in absolute hours, between the date/time a ticket was responded to and the date/time it was resolved.
Respond to Resolve (Op)
Responded to Resolved (Operational)
The difference, in operational hours, between the date/time a ticket was responded to and the date/time it was resolved.
Respond to Respond By (Abs)
Responded to Respond By (Absolute)
The difference, in absolute hours, between the date/time a ticket was responded to and the date/time of its SLA "Respond By" deadline. A negative value indicates that a ticket was responded to after the deadline.
Respond to Respond By (Op)
Responded to Respond By (Operational)
The difference, in operational hours, between the date/time a ticket was responded to and the date/time of its SLA "Respond By" deadline. A negative value indicates that a ticket was responded to after the deadline.
Parent Ticket
Has Parent
Indicates if the ticket is associated with a higher-level parent ticket.
Parent
Parent Ticket
The higher-level parent ticket associated with the ticket.
Parent Classification
The classification of a ticket's parent (such as problem, change, or release).
Parent Form
The current form of a ticket's parent.
Parent ID
The ID of the higher-level parent ticket associated with the ticket.
Parent Impact
The impact of a ticket's parent.
Parent Status
The status of a ticket's parent.
Parent Title
The title of a ticket's parent.
Parent Type
The ticket type of a ticket's parent.
Parent Urgency
The urgency of a ticket's parent.
Requestor
Requestor
This is an individual that is listed as the person asking for service detailed within the ticket. If used as a filter in a report, the filter allows for a lookup search.
Requestor Email
The email address of a ticket's associated requestor.
Requestor Is Confidential
Indicates whether a ticket's associated requestor is confidential.
Requestor Location
The location associated with the ticket's requestor.
Requestor Location Room
The location room associated with the ticket's requestor.
Requestor Name
This is an individual that is listed as the person asking for service detailed within the ticket. If used as a filter in a report, the filter allows for a string search.
Requestor Org. ID
The organizational ID of a ticket's associated requestor.
Requestor Organization
The email address of a ticket's associated requestor.
Requestor Phone
The telephone number of a ticket's associated requestor.
Responsibility
Group Unassigned
Is Group Unassigned
This value is true if no group is primarily responsible for a ticket and false otherwise.
Historical Prim Resp
Historical Primary Responsibility
A person who, at least at some point in the past, has been listed as primarily responsible for a ticket.
Historical Prim Resp Group
Historical Primary Responsible Group
A group who, at least at some point in the past, has been listed as primarily responsible for a ticket.
Initial Assign
Initial Assignment Date
The date/time a ticket was initially assigned to a person or group.
Initial Resp
Initial Responsibility
The person initially responsible for a ticket.
Initial Resp Group
Initially Responsible Group
The group who was initially responsible for a ticket.
Last Assign
Last Assignment Date
The date/time a ticket's assignment last changed (including unassignment).
Previous Assign
Previous Assignment Date
The date/time a ticket was previously assigned to a person or group.
Previous Resp
Previous Responsibility
The person previously responsible for a ticket.
Previous Resp Group
Previous Responsible Group
The group who was previously responsible for a ticket.
Prim Resp
Primary Responsibility
The person listed as primarily responsible for a ticket.
Prim Resp Group
Primary Responsible Group
The group listed as primarily responsible for a ticket.
Resp (Current)
Responsibility (Current)
A person who is responsible for a ticket, either directly on the ticket or through an active ticket task that has not yet been completed.
Resp Group
Responsible Group
A group who is responsible for a ticket, either directly on the ticket or through an active ticket task.
Resp Group (Current)
Responsible Group (Current)
A group who is responsible for a ticket, either directly on the ticket or through an active ticket task that has not yet been completed.
Responsibility
A person who is responsible for a ticket, either directly on the ticket or through an active ticket task.
Unassigned
Is Unassigned
This value is true if no specific individual is primarily responsible for a ticket and false otherwise.
Service Attributes
Application:
Asset/CI Application
Associated Articles Count
Category
Created
Created By
ID
Inherit Permissions
Is Active
Long Description
Maintenance Window
Managing Group
Managing User
Modified
Modified By
Name
Order
Project Form
Project Type
Public?
Request Form Type
Request Service Text
Short Description
Tags
Ticket form
Ticket Request Classification
Ticket Request Workflow
Ticket Type
ITS Custom Service Attributes
ITS_DR plan Date -
ITS_DR Planning
ITS-Executive Sponsor
ITS_Go-LiveDate
ITSINT/Offering/Service : This field distinguishes Services from Offerings/Forms, Internal-to-ITS Services, and Unit-supported Services
ITS_Keywords
ITS_Lifecycle Status
LIT_Lints to DR plan
ITS_Manager
ITS_Meeting DR Objective
ITS_OnCall Info
ITS_Owner
ITS_Recovery Time
ITS_Review Date
ITS_Service Charter Link
ITS_Service Webpage
ITS_TDX Resp Group
ITS_Tier I
ITS_Tier 2
ITS_Tier 3
Additional Information
Need additional information or assistance? Submit a request here ITS-TeamDynamix Support.