Who can use this feature?
- Available in TDAdmin and the Ticketing application admin UI
- License Requirement: Enterprise
- Application Access: User must have access to Work Management and the specific Ticketing application
- Administrative Access:
- Global Administrators can manage ticketing applications in TDAdmin
- Ticketing Application Admins can manage their assigned ticketing applications from the Ticketing Application Admin interface
Ticketing applications in TeamDynamix allow technicians to handle service delivery through incident management, service request fulfillment, and ITIL-aligned processes, including problem, change, and release management. Organizations can create multiple ticketing applications to achieve operational independence between service areas—enabling each team to maintain their own forms, workflows, ticket types, and reporting structures while keeping work queues separate and focused. Each ticketing application can be customized for different organizational needs, such as IT support, facilities management, HR services, or departmental help desks.
In this article, we'll cover:
When users experience service interruptions or need assistance, they submit requests through the Client Portal's Service Catalog. These requests automatically generate tickets in the appropriate ticketing application, where technicians can process them, track progress, and restore service.
Administrators shape how this process works by configuring which ticketing application receives requests from each service, defining available ticket classifications (incident, service request, problem, change, release), setting up automation rules for routing and assignment, and establishing Service Level Agreements (SLAs) that specify response and resolution timelines. Technicians then work within this configured framework, adjusting ticket classifications as needed to match the type of work being performed and ensuring service disruptions are addressed promptly.
Administrators have extensive control over ticketing application configuration:
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Feature
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Description
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Related Articles
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Foundation & Structure
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Base application settings
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Configure default statuses, notification preferences, client portal visibility, and ticket lifecycle automation that apply to the entire application and affect how tickets are created, updated, and closed
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Configuring Ticketing Application Base Settings
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Shared configuration elements
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Leverage global settings that maintain consistency across applications, including:
• Shared across ticketing applications: Impact, Urgency, Priority, Priority Matrix, Sources, Type Categories
• Shared between Ticketing and Projects: Type Categories, Priorities
• Global shared settings: Accounts/Departments, Locations, Days Off, Groups
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Shared Settings Overview
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Ticket classifications
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Define which classification types are available (incident, major incident, problem, change, release, service request) and customize their workflows
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Configuring Ticketing App Classifications
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Ticket types
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Create and manage ticket types that specify the kind of work to be performed, allowing for categorization and routing of different service requests
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Getting Started with Ticket Types
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Forms and attributes
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Design custom forms and fields to capture information specific to different types of service requests. Standard attributes exist by default in all ticketing applications and provide foundational data fields, which can be supplemented with custom attributes
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Creating and Managing Ticketing Forms
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Status values
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Create and customize status values that reflect your organization's service delivery process and ticket lifecycle
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Configuring Ticket Statuses
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Automation & Process
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Automation rules
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Set up automatic ticket assignment, workflow application, SLA triggers, and other actions that execute when tickets are created or updated
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Getting Started with Automation Rules
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Workflow configuration
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Build approval and review processes with configurable workflow steps, stages, and transitions
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Configuring Ticket Workflows
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SLA definitions
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Establish service level agreements with response and resolution targets tailored to priority, classification, or other ticket attributes
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Managing Ticketing Service Level Agreements (SLAs)
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Time & Resource Management
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Time tracking configuration
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Add time types to ticket types, enabling technicians to categorize tracked time for resource management and reporting purposes
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Adding Time Types to Ticket Types
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Integration & Communication
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Ticket creation methods
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Configure each ticket creation method—Service Catalog submissions, email monitoring, direct technician entry, bulk imports, and API integrations—to support both self-service and technician-assisted workflows
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Configuring Different Ways of Creating Tickets
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Service catalog integration
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Map services in the Client Portal to ticketing applications, controlling where different types of requests are routed
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Creating Public Ticket Forms
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Email services
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Configure the Email Replies and Monitoring Service to allow users to create tickets, add comments, and update work items via email without logging into the system
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Configuring Email Monitors and Replies
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Notification templates
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Customize prepopulated notification templates for each ticketing application to control email communications with requestors and technicians
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Managing Ticketing Notification Email Templates
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Access & Visibility
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Permissions and visibility
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Control who can view, edit, and work on tickets through security roles and functional role assignments
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Ticketing Permissions
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Client portal visibility
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Manage which tickets and ticket information are visible to requestors in the Client Portal
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Managing Ticket Visibility in the Client Portal
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Service Catalog Connection
The service catalog and ticketing applications are separate but interconnected components. The service catalog resides in the Client Portal application, while ticketing applications are distinct. This separation allows:
- Decentralized management: Different users can oversee service definitions versus ticket handling
- Multi-application support: Client portals can work with multiple ticketing applications
- Service sharing: Shortcuts can be created between client portals to share services
- Request workflows: Services drive the creation of tickets when users submit requests
Managing the service catalog requires different permissions than managing tickets, enabling organizations to distribute administrative responsibilities appropriately.
Asset Application Integration
Tickets maintain close ties to the Asset/CI application:
- Asset relationships: Tickets can reference one or many assets, documenting which configuration items or equipment are involved in service delivery
- Shared data elements: Both applications use common organizational structures:
- Locations for physical placement and service delivery sites
- People for asset ownership and ticket assignment
- Accounts/Departments for organizational attribution
Project Conversion
Tickets can be converted into project tasks when work escalates beyond routine service delivery. This one-way transformation moves work from the ticketing system into structured project management. Once converted, tickets cannot be moved to other ticketing applications, as the conversion creates a permanent link to the project.
Each TeamDynamix environment can contain multiple ticketing applications serving different organizational needs. For example, your organization might have separate ticketing applications for:
- IT infrastructure support
- End user computing
- Human resources services
- Facilities management
Technicians can have access to multiple ticketing applications based on their roles and responsibilities. Similarly, client portals can work with multiple ticketing applications, routing service requests to the appropriate support teams based on the services selected.