Who should read this article?
- Available in Work Management (TDNext)
- Audience: Administrators and Technicians who need to understand timing expectations for automated ticketing processes
TeamDynamix runs several automated processes in the background to handle ticketing workflows, notifications, and calculations. These processes run at specific time intervals and process items sequentially, which can impact when automated actions occur.
Understanding these intervals helps set realistic expectations for:
- When SLAs trigger notifications or escalations
- When scheduled reports are sent
- When tickets automatically come off hold or close
- When workflow steps execute
- When ticket metrics are recalculated
Important timing note: Processing intervals are approximate, not exact. The system processes all items in the database queue sequentially (one after another, not simultaneously), which can cause delays—especially during high-volume periods or in multi-tenant environments.
In this article, we'll cover:
| Interval |
Primary Functions |
Typical Impact |
| 5 Minutes |
Workflow steps, SLAs |
SLA notifications may be sent 5-10 minutes after trigger |
| 15 Minutes |
Surveys, scheduled tickets, auto-closures, reports |
Scheduled reports may arrive 15-30 minutes after scheduled time |
| 120 Minutes |
Metric calculations check |
Assess whether daily metric calculations will be needed |
| 24 Hours |
Metric calculations |
Ticket metrics update once per day around 2:30 AM ET |
This interval handles time-sensitive workflow automation and service level agreements.
What's Processed
- Workflow iPaaS steps - Integration platform steps in workflows
- Ticket SLAs - Service level agreement notifications and escalations
This interval handles the majority of automated ticketing operations, including scheduled activities and notifications.
What's Processed
The system processes these items sequentially in the following order:
- Tickets coming off hold - Evaluates hold expiration dates
- Ticket survey sending - Sends satisfaction surveys based on trigger rules
- Scheduled ticket creation - Creates recurring tickets per schedule
- Project health updates - Recalculates project health indicators (not ticketing-specific)
- Scheduled report emails - Delivers reports configured for scheduled delivery
- Item alerts - Processes "Notify Me When" alerts set on tickets and other items
- Source control integration - Links code commits to items
- Ticket auto-closures - Closes tickets meeting auto-closure rules
Impact of sequential processing: Because items are processed in order, scheduled reports (item 5) won't be sent until all off-hold evaluations (item 1), surveys (item 2), scheduled tickets (item 3), and project health updates (item 4) have completed. During high-volume periods, this can result in delays of 30+ minutes.
This interval determines whether it's time to trigger the daily metric calculation process.
Every two hours, a process checks whether the daily calculation window has arrived by monitoring the system clock to determine when to initiate the 24-hour metric calculation process.
Note: This is only a scheduling check. The actual metric calculations are performed during the 24-hour interval process described below.
This process performs the actual recalculation of all ticket metrics and statistics.
What's Processed
- Ticket metric calculations - Complete recalculation of ticket metrics, statistics, and performance indicators used in reporting
This process runs once daily. The timing depends on the hosting environment:
- Cloud instances: Approximately 2:30 AM Eastern Time (ET)
- On-premise instances: Approximately 2:30 AM local server time
Important: Reports and dashboards that rely on ticket metrics will reflect data as of the most recent 2:30 AM calculation. Changes made after that time won't appear in metric-based reports until the next daily calculation completes.