Moving Tickets Between Applications

Overview

This article explains how to move a ticket from one TeamDynamix ticket application to another, including required permissions, application settings, and the steps to complete the move in Work Management.

Required Permissions & Application Settings

Technician Permissions

  • The user must have a Technician or Enterprise role in the source ticketing application.
  • The user’s security role in the source application must include: “The user will be able to move tickets to other ticketing applications.”
  • If the user is not a member of the destination application, their organization-level role must include: "Move Tickets to Unassigned Applications".

Destination Application Settings

  • If users need to move tickets into applications they do not have access to, then in TDAdmin, the destination ticket application must have the following setting enabled in TDAdmin > Applications > Ticket App > Settings: Allow users without this application to move tickets into this application.

Moving a Ticket

Moving a Ticket to Another Application

  1. Open the ticket in Work Management from the source ticketing application.
  2. Select Actions > Move to Application.
  3. Choose the destination ticketing application.
  4. Select the appropriate form in the destination application.
  5. Complete any required fields in the destination form.
  6. Add a comment explaining why the ticket is being moved.
  7. Click Move, then select OK to confirm.

Gotchas & Pitfalls

  • If you are not a member of the destination application, you will lose access to the ticket after the move is completed.
  • The move action is recorded in the ticket feed for audit and tracking purposes.

Data Retention: 

The following data will be permanently lost:

  • Ticket tasks and maintenance activities
  • Any relationships with parent/child tickets
  • Current custom attributes data (preserved in feed)
  • The current workflow
  • Ticket alerts
  • Associated survey requests/responses
  • Integration session data

Time and expense transactions, feed entries, contacts, attachments, associated assets/CIs, and read-by information will all be preserved.

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