Overview
"Ticketing essentials" is about the basics of ticketing. This module addresses incident management and service request management, and is a predecessor for several other modules including advanced ticketing, enterprise request management, IT service change management, and problem management.
Transcript
Using the TDAdmin interface, the Ticketing Essentials module discusses setting up basic ticketing in TeamDynamix. You will learn how to configure ticketing application security roles, status, source and impact and urgency priority values. You'll also learn how to create service forms using standard attributes, as well as create custom attributes to gather information for your tickets. Forms can also include field dependencies to change the form questions to gather specific information based on previous answers.
TeamDynamix components
- TDAdmin
- Applications > [Ticketing application]
- TDNext
- [Ticketing application]
- My Work
- TDClient
- Services / Ticket requests
Related TDX Academy Materials
Implementation risks
This section describes module-specific issues that may affect how quickly you can implement this module.
- Defining the list of ticket types can take a while.
- Defining ticketing groups can be challenging if the organization does not already have a sense for the groups it needs in TeamDynamix.
Examples
In ticketing essentials, tickets are created, updated, reassigned, and closed.
Ticketing essentials would be sufficient for a group to move from tracking work via email to tracking work in tickets, with the exception of setting up an email monitor to create those tickets automatically. (Email monitors are part of the Advanced Ticketing module.)
See also