Body
Overview
The following is a guide for technicians on how to create ticket templates and scheduled tickets in TDX.
For a general guide on updating tickets, see the article "How to update tickets in TDX as a technician." For video tutorials on the Service Request and Incident practices, and how to use the TDNext portal to create, review, and update tickets, see the article "Incident and Service Request best practices in TDX (TeamDynamix )."
Instructions
There is a way to create scheduled/regular tickets on your own. Please note that as a prerequisite to creating a scheduled ticket, you must have visibility or ownership of at least one ticket template already. Additionally, all creation/editing of ticket templates and scheduled tickets must be done from within the respective ticketing application. You should be able to select everything that you need to create your own template and share it with others on your team. If your group uses multiple templates, we recommended that a user be designated as a "Template Master" to make sure that they are all standard.
As you may know, a ticket template is used to prefill data when a ticket is created and may be selected from the Template dropdown. Much like reports, you may not be able to see a particular template if you are not the owner or your group has not been added for visibility. If you need to edit the contents or visibility of a report, ticket template, or scheduled ticket and the original owner is not available, then the IT Service Management team would need to update the ownership of the respective item. Please note that temporary or permanent ownership updates may require additional approval.
In order to create a ticket template, you have two options:
First, there is a "New Ticket Template" option under the gear icon in the top right. With this, you are creating a template from scratch and may fill in as many details as you like.
The second option is to find an existing ticket you'd like to work from, go to the Actions menu, and select "Create [ticket classification] Template." You may see different text for that exact action depending on whether the existing ticket is an incident, service request, etc. Although the new template will pull data from the existing ticket, you can edit any/all details as you would when starting from scratch. More information about ticket templates may be found at the Working with Ticket Templates vendor KB article.
Once you have your desired template, you can use it to create a scheduled ticket. Under the same gear icon in the top right, there is a "New Scheduled Ticket" option. You can fill in requestor, responsible group, and other details as necessary and then schedule for new tickets to be created on a daily, weekly, monthly, or yearly basis for as long as the schedule is active. More information may be found at the Scheduled Tickets vendor KB article.
