Updating a Ticket

Description

This article provides information and steps to take when updating tickets in TDNext, the technician application of TeamDynamix.

Environment

TeamDynamix

Solution 

The main reason to update a ticket is to change its status and to relay status updates to the customer and involved parties. When updating a ticket, you can also assign responsible users and groups, add attachments, and edit other ticket information. 

1. From TDNext, navigate to Tickets. (You can select this option from the Applications tab in the upper left corner). 

2. Open the existing ticket from your ticketing desktop or by using the search bar in the upper right.

3. Select the ticket to open ticket details. 

4. There are two ways to update a ticket:

   • Via Actions > Update in the ticket menu:

     

     (Note: Select the image to enlarge, then 'View Image' to magnify)

   • Via the Update button at the bottom of the ticket above the feed:

     

     (Note: Select the image to enlarge, then 'View Image' to magnify)

5. Under New Status, select the ticket's updated status.

6. Note: The person/group listed as responsible will be notified by default that the ticket has been updated.

7. Under Comments, type your comment.

   • ​​​​​​​Note: The person who submitted the ticket will receive an email with your comment.

   • You can specify who to notify under Notify and ​​​​​​​Notify Other People. 

8. Select Save to update your ticket. ​​​​​​​

Outcome: You should now be able to update a ticket in TDNext.

Get help from OIT

• Visit the Help Desk: TeamDynamix page to create a ticket

Additional resources

• TeamDynamix Knowledge Base: Getting Started with Tickets