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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.