Who can use this feature?
- Available in TDAdmin and the Ticketing Application Admin
- License Requirement: Enterprise
- Application Access: User must have access to Work Management, and Administrator access to the specific Ticketing application
- Administrative Access:
- Global Administrators can manage Ticket Types in TDAdmin
- Ticketing Application Admins can manage Ticket Types from the Ticketing Application Admin interface
Ticket classifications in TeamDynamix serve as the foundation for organizing and managing requests. Classifications streamline Work Management by grouping tickets and providing targeted searches. The platform provides six default classifications—Service Request, Incident, Problem, Change, Major Incident, and Release—which you can tailor to fit your organization’s processes.
Each classification is paired with a default ticket form, though administrators can assign any shared form. When a ticket is created, it automatically adopts the classification of its form.
Customizing Ticketing App Classifications
Though the number of classifications is limited to the base set of six, they can be renamed or disabled, and a new default can be set in the Ticketing application settings.
Renaming Classifications
If the standard ITIL terminology doesn’t meet your organization’s needs, classification names can be customized to reflect specific services, configuration items, or other categories.
To modify classification names:
- Open the application Details page in the Admin UI:
- Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Details in the left navigation
- Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Details in the left navigation
- Under Classifications, locate the name you want to customize, then click Edit in the Action column
- Enter the new Name
- Select the appropriate indefinite article: "a" if the Name starts with a consonant, "an" if it starts with a vowel
- Enter the new name in lower case, the plural form, and plural lower case.
- Click Save.
Setting the Default Classification
A default classification will be used across forms and templates when no classification is specified. The default classification form will appear as a quick-access option for creating a new ticket at the top of the Ticketing app dashboard.
To change the Ticketing app-wide default classification, go to the application Details page in the Admin UI, then click the Set link in the Default column.
