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