Update a Ticket

Choose the appropriate status for this ticket by clicking the field. Note that different applications might have varied order or options.

 Below are descriptions of the statuses you will use most often.

• New - This ticket has been received but has not been assigned or accepted. 
  • This is usually the default status of incoming tickets.
• Open - No longer in use.
• Assigned - This ticket has been accepted, but work has not yet started.
  • When transferring a ticket to someone else to work on, mark it as "Assigned".
• In Process - This ticket has been accepted and is currently in progress, but the work has not been completed.
  • When responding to a ticket that you are handling and waiting for a reply, make it as "In Process".
  • This status will still be counted under the SLA timer.
• Resolved - This ticket has been resolved.
  • When all necessary work has been completed and the requestor has been informed, mark it as "Resolved".
  • If you're not sure about something, it's best to leave it as "In Process" until a response is received.
  • Requestors receive a survey whenever a ticket is changed to "Resolved" or "Closed".
• Closed - This ticket has been closed, and no further actions is planned.
  • Change a ticket to "Closed" when a customer confirms that the issue is resolved, or there's been no response from the requestor for more than one week since your last reply.
  • Requestors receive a survey whenever a ticket is changed to "Resolved" or "Closed".
• Cancelled - This ticket has been withdrawn, or canceled.
  • When the ticket you have received is not a valid request, requires no action, is spam/advertising, or the requester has indicated that the ticket is no longer needed, mark it as "Cancelled".
• On Hold - This ticket has been paused but will continue later.
  • When your part of the work is completed and you are waiting for other people's action, mark it as "On Hold". Often used in OTR.
  • This status includes a special setting called “Goes Off Hold”, allowing you to pick a date and time when the ticket should be automatically taken off hold. Use this setting so you do not lose track of on-hold tickets, especially when the status is excluded from everyday reports.
  • This status pauses the SLA timer and will not count towards the completion time for the request.

You can also change the status by clicking "Edit" at the top.

If the ticket is already under the correct application, click the field and assign it to the relevant responsible individual or group. Otherwise, please relocate it to the correct application first.

Make sure to notify whomever you are transferring the ticket to, or they may not see that they received it.

• If you are uncertain whom to assign this ticket to, see Service Category.
• Both the technicians and the developers have groups that you can transfer tickets to.  Rather than transferring to an individual, it's generally better to transfer the ticket to the group queue, and whoever should handle the ticket will grab it from there.  The names for these groups are Technicians and Software Development - both can be searched just as if you were searching for an individual person.

You can also click "Assign/Reassign Service Request" under the "Actions" menu or "Edit" on the top to assign the ticket.

To take responsibility for an incident, click "Actions", then click on "Take Incident". The ticket will then appear on your queue.

If the ticket had already been assigned, click on "Reassign Incident" and type in your own name for the new responsibility. The ticket will then appear on your queue.

This is where you can comment and communicate with the requestor or the responsible individual/group for this ticket.

Templates have been created for each application for the most commonly asked questions. Feel free to adjust the template while using it.

• You are assigning the ticket to someone else. You will use the Transfer Response template for the description. Make sure the requestor's name appears in the template after 'Hi.'
• You have taken responsibility for the incident. In the description, you will write your reply to the customer or use a relevant template response.

If you know the answer to the question but don’t have a template to use, write in your own words. If a certain question arises frequently, talk to your manager to create a template for it.

Private Comment: If you are communicating with the responsible party and do not want the requestor to receive the message, click the checkbox for "Make comments private" and deselect the requestor under notify.

• Refer to Ways to Interact with a Ticket for more options.

You can also click "Comment" on the right side of the ticket screen, located just above the feed, to add a comment to the ticket.

Whenever you reply to a customer, make sure that you notify them. The default notified person is the requestor of the ticket.

If you would like to notify all the users associated with this ticket (Requestor, Contact, and Responsible), click the blue people icon to notify them all.

• If the ticket has come from a generic email (twit@twu.ca, support@twu.ca, tdsupport@twu.ca, etc), you will not be able to contact the customer this way.

If you want to notify anyone within our organization who is a TeamDynamix user, use the search icon to find their name or ID number and add them to the notification.

If you want to notify any custom email address(es) instead of their TWU email address, use the "Other Email Addresses" field. If there's more than one, use ";" to separate them.

• Often for previous students, you will need to look up their alternate email address and enter it here.

Please ensure you read the description and verify that the requestor matches before updating and responding to a ticket.

If there's a need to attach a document to the response, click on the search icon on the right.

Click "Browse" to select the file from your laptop.

Click "Upload" and then "insert checked".

Refer to Attach a File to a Request for more options.

See Ticket Checklist.