Ticketing Configuration Tip - The Rule of "Threes"

This article is about covering a few scenarios where different records can be applied to a Ticket in multiple ways in TeamDynamix. 

Overview

The rule of "three's" is a way to remember the three different ways certain records can be applied and used throughout Ticketing within TeamDynamix. 

Responsibility

Responsibility can be applied to a ticket in one of the following three ways:

  1. Via an Automation Rule during ticket creation
  2. Via associating it on a Form default and will apply at ticket creation
  3. Manually on a ticket after creation via Actions menu.

Service Level Agreements (SLA)

Service Level Agreements can be applied to a ticket in one of the following three ways:

  1. Via an Automation Rule during ticket creation
  2. Via associating it on a Ticket Type and will apply at ticket creation
  3. Manually on a ticket after creation via Actions menu.

Task Templates

Task Templates can be applied to a ticket in one of the following three ways:

  1. Via an Automation Rule during ticket creation
  2. Via associating it on a Form default and will apply at ticket creation
  3. Manually on a ticket after creation via +Add button or Tasks/Activities tab.

Workflows

Workflows can be applied to a ticket in one of the following three ways:

  1. Via an Automation Rule during ticket creation
  2. Via associating it on a Service and will apply at ticket creation
  3. Manually on a ticket after creation via Actions menu.

Details

Article ID: 139541
Created
Wed 11/17/21 2:48 PM
Modified
Wed 11/17/21 3:29 PM