When to Create TeamDynamix Tasks vs. Reassign Tickets

Environment

TeamDynamix

Issue

Technicians need to understand when to use tasks and when to reassign tickets

Resolution

When to "reassign" a ticket vs. Creating a "ticket task"

Reassigning Tickets: Reassigning a ticket is necessary when it needs to be handled by a different resource. This typically happens when a ticket is mistakenly assigned to the wrong assignment group. For example, if a support request about a server issue is wrongly assigned to the network team instead of the server management team, it should be reassigned to the correct team.

Creating Tasks: Creating a task is appropriate when different teams or individuals need to work on parts of a larger request, even though they don't handle the overall request. For instance, if a ticket comes in to overhaul a company's website, it might be assigned to the web development team. However, fixing the site's design might require input from the design team. In this case, a task would be created for the design team to handle the specific design updates.

Reassigning Tickets or Tasks Assigned to a Group:

When reassigning a ticket or task that is assigned to a group, the system will do the following:

1. If the newly assigned person "IS" a member of the current group: The assignment will remain with the current group.
2. If the newly assigned person "IS NOT" a member of the current group: The ticket or task will be assigned to the new person's primary group and to the individual.
3. If the newly assigned person "IS NOT" a member of ANY group: The ticket or task will be assigned directly to them, and the previous group assignment will be removed.

Additional Information

Need additional information or assistance? Submit a request here: ITS-TeamDynamix Support.