The following document summarizes some of the more common activities performed by technicians servicing tickets within the TeamDynamix (TDX) Ticketing application. Please visit our Service Catalog to view our technology categories and services. Please follow the steps below to login:
1. In your browser go to: https://services.sjeccd.edu/TDWorkManagement
2. Or from the Myapps portal https://myapps.microsoft.com/ select Help Desk - TDX SSO login using network criteria: email address and password
Example: username@sjcc.edu and network password
3. TDNext is the technician application designed for managing and resolving tickets. Only users with a technician license can access the system. You have access to the “Dashboard” application. This is an application in which you can look at work and data from other applications within TDX. To edit your desktops, click on the "Edit Dashboard" or "Edit Dashboard" button and simply drag and drop the items you wish to display.
4. Basic Navigation. Clicking on the View Applications purple button near the top left of your browser window will show the list of TDX Apps you can access. Depending upon your role in TD, you may see more or fewer apps than are shown below. You can close tabs by clicking on the X for that tab.
5. Ticketing Application. This is where you can create, work, and close tickets, view your work assignments, etc. When you select "Search" from the apps menu, it will open in a separate tab to the application dashboard. To view tickets in the TDX application, click on the "Search" heading in the navigation panel. By default, TD displays the 300 most recently modified open tickets.
6. Tickets Assigned to Me. Click on "Tickets Assigned to Me" to view all open tickets assigned to you.
7. Searching/Filtering Tickets. The quickest way to find a specific ticket in TDX is to use TD's search capabilities. To access the search tool, click on the "Filter" button at the right side of the ticket screen.
This will open the search bar, where you can select from a wide range of search criteria. To apply the selected search criteria, click the "Apply" button.
Common Searches.Though there is a wide selection of search criteria to choose from, there are several that you may use frequently.
- ID: Searches for a specific ticket ID.
- Text Search: Searches by ticket title, description, all comments, and any other text fields for the search string.
- Requestor: Searches by the person who requested the service, or who the service was requested for.
- Current Status: Searches by specific ticket statuses. Useful when you want to see only closed tickets, for example.
Once you have created a search, you can save it to view anytime you need it. Simply click the "Save Search" button at the top of the ticket list, give your search a name, and click "Save".
To run your saved search, simply click on the "My Searches" button and select the desired search.
8. Working Tickets. Clicking on a ticket's title on the ticket screen will open a ticket in a new window. Tickets consist of several elements. The buttons across the top allow you to manage the ticket. Below the buttons are the ticket details, which give the ticket title, the service type, date created and ticket responsibility (assignment). Below the details is the ticket Description, and under that is the ticket Feed, which details everything that has happened on the ticket since it was created. To the right of the Details is the name of the Requestor.
9. Actions. The Actions menu contains three items that you may use frequently when managing tickets in TeamDynamix:
Update: Allows you to change the status of the ticket and make comments or request information from the customer. See the section on Updating a Ticket, below.
Take Incident: Assigns the incident to you individually. The ticket will now appear under "Assigned to Me" and not your group assignments.
Reassign Incident: Allows you to reassign a ticket to another individual or group.
10. Updating a Ticket. The most common action you will probably take with tickets is updating them. Updating a ticket allows you to do three main things:
- Change the status of the ticket
- Write comments or request more information
- Send notifications to the requestor, assignees, and other interested parties
- To update a ticket, you can either click on "Actions" and then "Update" or scroll down to the feed and click on "Update".
11. The update screen is broken into three main areas, New Status, Comments, and Notification.
12. Ticket Status. When a ticket is created, it is automatically given the status of "New". As a ticket is worked on, the status should be updated to reflect where it is in the process.
Use the following list as a guide for assigning the proper status to tickets:
- : A ticket has been created, but not looked at or acknowledged.
- : A ticket has been received and acknowledged, but it is not yet being worked on.
In Process: A ticket has been received and acknowledged and is currently being worked on. A ticket may go straight from "New" to "In Process" if you start work on it as soon as you receive it.
Resolved: When the individual working on the reported issue believes that whatever service has been requested has been delivered.
- The issue or request is completed.
- The service requested was no longer needed, and the work did not need to be completed.
On hold: Work on the ticket has stopped and cannot proceed until the requestor responds or provides information. This status will require you to enter a date the ticket will automatically go off hold. The standard is 2 business days.
- They are required when updating a ticket. Combined with notifications, you can use comments to communicate with the requestor and to request or provide information on the ticket.
13. Notifications. By default, when you make updates to a ticket, no one is notified of those changes. However, it is a best practice to at least notify the requestor of changes to the status of the ticket.
Clicking on the "Notify" field will show a list of people associated with the ticket (the requestor, the assignee, others who have worked on the ticket). Click on the names of the people you wish to notify to add them.
