How to update tickets in TDX as a technician

Overview

The following is a guide for technicians updating tickets in TDX.  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

When working a ticket, follow these general guidelines:  

Actions 

Use the “Actions" menu options to complete specific tasks like: 

• Modifying the responsibility of a ticket by using “Take” or “Assign” or “Unassign” options. 

• Modifying the SLA of a ticket by using the “Assign”, “Reassign”, “Remove” options. 

• Change the relationship with another ticket by using the “Set Parent”, “Create Parent”, “Copy” or “Merge” options. 

  • Copying a ticket will open a window with a new ticket with the same details as the original. This includes ticket title, requestor, responsible, status, source, and other custom fields. All information can be edited before you save the ticket.

    • Some important details: even though the attachment field will be blank unless you upload a new attachment, any files on the previous ticket will be copied over once you click 'Save.' In addition, only the original ticket description will be included in the copy by default. Any separate communication or other feed entries will have to be manually copied over. If you are creating a new ticket from a single feed entry (available under the 'More...' menu for each entry), then only that feed entry and its associated comments will be included in the copy's description by default.

  • Merging combines the ticket you're working on into the destination ticket you type into the new window. Merging a ticket will reassociate the following items from the source ticket to the destination ticket: Feed entries, Attachments, Assets/CIs, Alerts, Time types, Expense accounts, Time entries, Expense entries, and Source Control Events. After these items have been reassociated, the source ticket will be deleted. This will discard read-by information and any fields on the source ticket, although a feed entry containing the title and description of the source ticket will be written to the destination ticket. This will also discard any tasks that are not moved over. Adding the requestor of the source ticket as a contact on the destination ticket, moving the ticket tasks, and notifying the responsible resource are optional.

• Convert between Incidents and Service Requests by using the “Edit Classification” option. 

• Organize tickets by using “Add to My Work” or “Flag” options. 

• Transfer to an external entity by using “Forward” or “Move to Application” options.

• Add a workflow to the ticket using the "Assign Workflow" option. Workflow options may vary depending on your primary TDX ticketing app. If a particular one is not available, you may need to use a different workflow or request one be built. If no workflow options are available, then it is possible none have been built for your ticketing app yet and/or that there is an issue with the requestor field. An example of a common workflow is available in the article "How to move tickets to another app in TDX," which also covers how to spot a requestor field issue.

Status 

The status you set for the ticket indicates where it stands in the request process: 

• New: Indicates a new ticket  

• Assigned: Indicates that a ticket has a Responsible group or person assigned and an initial message has been sent to the customer  

• In Process: Indicates that a ticket is being investigated for resolution  

• Awaiting Customer Response: Used when a message has been sent to the Requestor asking for more information or validation that the issue is resolved. Best Practice – Set the “Goes off hold” date and time out 3-5 days to allow time for the customer to respond but does not stay in that open state forever. When the ticket goes off hold, it will return to your list of “My Assigned Incidents & SRs” in the In Process status.  

• Pending Internal: Indicates that a task or other information from a Purdue IT team is outstanding.  

• Pending External: Indicates that an answer or other information from a vendor or area outside of Purdue IT is outstanding.  

• Resolved: Indicates that the ticket is complete from the technician’s perspective.  

• Closed: Used when a customer confirms that their ticket is complete, or after 7 days of being in a Resolved status.  

• Cancelled: Used when the customer chooses to withdraw the ticket.  

Service Level Agreements (SLA)

The service-level agreement (SLA) sets the expectations between the service provider and the customer. Within TDX, there are currently four options available to select: 

Edit (To update or correct core fields of a ticket) 

“Edit” a ticket when you need to change the ticket form used or core fields like:  

• Requestor  
• Contact  
• Asset/CI  
• Building and Room  
• Title  
• Description  
• Urgency   
• Impact  
• Priority 

Comment 

To engage with the requester, creator, contacts, or responsible party when no ticket fields need to be updated. Typically, this is to ask/answer a question or provide information. 

1. If you are communicating with the requester, creator, or contacts, the “Make comments private” box is unchecked by default, meaning any comment is visible in the client portal. If desired, technicians will need to check the box to keep comments hidden from requesters and contacts in the client portal.

2. Add users related to the ticket that you would like to notify through email, using the “Notify....” box. NOTE: This option overrides the privacy option in step 1. 

3. Enter you comment in the rich text field provided and click “Save” 

Update 

To engage with a third party or when fields like status or custom fields need to be updated. Typically, this is to communicate progress/status updates or to coordinate with external entities. 

1. If your update includes a comment that you want to be visible to requesters in the portal, uncheck the “Make comments private” option. 

2. Add users related to the ticket that you would like to notify through email, using the “Notify....” box. NOTE: This option overrides the privacy option in step 1. 

3. Enter you comment in the rich text field, add attachments, and update fields as desired, then click “Save” 

Tasks  

1. Add a task assigned to the group and include in the description what your question is or what you are asking the group to do. 

2. Communication between the groups directly related to the task should be handled by updating the task and adding a comment. 

3. The group assigned to document work completed or answers to questions within the task, then set the percentage complete to 100% and notify the responsible party of the parent ticket. 

4. The responsible party of the parent ticket can verify completion and re-open the task, if necessary, by updating the task completion percentage to less than 100%, adding a comment explaining the reason, and notifying the assigned individual. 

Still need help?  Click the 'Purdue IT Request' button to start a ticket.