How to Move a Ticket Across Multiple Applications on TeamDynamix

Overview

In TeamDynamix (TDX), tickets are often created within specific applications (e.g., Client Portal, IT Tickets, Web Services). Occasionally, a ticket may need to be reassigned or moved to a different application to ensure the correct team handles it. This guide walks you through the process of moving a ticket across applications, using the example of reassigning a service request from the Provost Office Application to IT Tickets Application.

Prerequisites

  • You must have the appropriate permissions to move tickets across applications. (All Technicians with Access to TDNext should be able to move tickets across applications)
  • Ensure you know the correct destination application and form (e.g., IT Tickets Application → ITS - Service Request Form).

Step-by-Step Instructions

1. Locate the Ticket

  • Navigate to the ticket you want to move.
  • Open the ticket to view its details.

2. Initiate the Move

  • Click on the Actions button located at the top-right of the ticket view.
  • From the dropdown, select Move to Application.

3. Select the Destination Application and Form

  • In the move dialog:
    • Choose IT Tickets Application (or the appropriate target application).
    • Select the correct form, such as ITS - Service Request Form.

4. Reassign the Responsible Group and Update other Ticket Details as Needed

  • Once the ticket is moved, you’ll be prompted to update ticket details.
  • Under Responsible Group, assign the ticket to IT Tickets or the relevant team.

5. Save and Confirm

  • Review the updated ticket information.
  • Click Save to finalize the move.

Important Notes

  • Data Integrity: Moving a ticket does not delete any existing information, but some fields may be reset or require re-entry depending on the destination form.
  • Notifications: The responsible group will be notified once the ticket is reassigned.
  • Audit Trail: All moves are logged in the ticket’s history for transparency.

Troubleshooting

  • If you don’t see the Move to Application option, contact your TDX administrator to verify your permissions.
  • If the destination form or group isn’t listed, ensure it’s properly configured in the target application.
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