These videos cover the ticketing application of TeamDynamix, including finding, assigning and updating tickets; using action buttons and ticket tasks; and understanding ticket workflows. The length of each video is indicated in parentheses.
1. Ticketing Application Overview (2:32)
Learning Objectives:
• Access the ticketing application in TDNext
• Create an application desktop in the Tickets or Assets/CIs application
• Access the Tickets home base
• Explore the standard filters on the left navigation menu in the ticketing application
2. Searching and Filtering Tickets (4:04)
Learning Objectives:
• Run one or more of the standard filters or reports in the ticketing application in TDNext
• Use the Filter to search for a subset of tickets
• Create a saved search
• Use the Edit My Searches option to delete a search
3. Forms and Ticket Classifications (2:49)
Learning Objectives:
• Identify which classifications are active in the ticketing application in TDNext
• Explore the default forms for each active classification
4. Creating Tickets in TDNext (6:47)
Learning Objectives:
• View the pinned forms in the ticketing application in TDNext
• Use the Form drop-down to explore the forms available for each ticket classification
• Use a custom form to create an example ticket
- The knowledge base is include in phase 2 of the TeamDynamix implementation.
- Technicians should always choose to notify the responsible party when creating a new ticket.
5. Ticket Anatomy (7:14)
Learning Objectives:
• Open an existing ticket and explore the standard and custom fields
• Add a private comment to a ticket
• Explore the Feed of new tickets to see what types of activities are recorded
6. Common Ticket Activities (6:53)
Learning Objectives:
• Assign or reassign a ticket
• Update a ticket
• Add a private comment to a ticket
• Edit a ticket
7. Explaining the Actions Button in a Ticket (6:02)
Learning Objectives:
• Explore the Actions menu on a ticket
• Note the different Actions that are available to you
• Complete a few of the functions in the Actions menu
8. Working with Ticket Tasks (5:55)
Learning Objectives:
• Create a ticket task on a ticket
• Apply a task template to a ticket
• Explore the differences between the Current Activities list and the Tasks/Activities tab on the ticket
9. Working with Ticket Workflows (5:16)
Learning Objectives:
• Find a ticket with an active workflow applied. You may want to use the standard filter "Awaiting Approval" on the left navigation menu in the ticketing application.
• Use the History button to look at the workflow history
• Use the View Progress diagram to explore where the ticket is in the workflow