Tickets can only be assigned or re-assigned to individuals or groups within the same application (department). Often, we receive ticket requests that are best handled by another application. In such cases, you will need to use the Move to Application function. Instructions are provided below.
Instructions
1. To move a ticket to a different application (department), open the ticket and click the green "Actions" button, then click "Move to Application".
2. Scroll down the page to select the form under the correct application you would like to move the ticket.
Depending on the permissions you have, you may or may not have the option to choose from multiple forms. You should be able to move tickets to any department on campus that uses TeamDynamix (see Service Category).
If you receive a ticket that should be handled by a department not in TeamDynamix, you will need to provide alternative contact information, such as email.
3. Add information to the required fields.
Depending on the application, the fields may vary and require different information.
- Comments - add a reason for the move/any explanatory notes
- Status - Rules for what to set Status as depend on the department you are moving the ticket to.
- Responsible (and Notify Responsible check box) - who to set as Responsible depends on the application and service you are moving the ticket to. see Service Category .
- Service - Making sure the Service is correct is important. see Service Category.
- Form/Type - can typically be left as is, but adjust if needed.
- Other custom fields - can typically be left blank, can fill in if information if known.
4. Click the green "Move" button located at the top left of the page and confirm your choice.
The ticket will be moved to the selected application and will no longer appear or be searchable in the previous application. If you have access to the application to which you moved the ticket, you can find it there.
5. Proceed to assign the ticket to relevant responsible party, update the ticket, and notify the requestor if you have access to the application to which the ticket was moved.
See Update a Ticket for further guidance.