Ticket Statuses in TeamDynamix

Overview

This document outlines the use of custom Ticket Statuses in the TeamDynamix application suite.

Content

Introduction

Custom Ticket Statuses can be configured for use in tracking ticket progress. Any number of Ticket Statuses can be created, although there are five main types that are helpful in tracking ticket work progress. Each one of these status types is referred to as a Status Class, and each represents a different state of ticket progress. The five Status Classes are listed below, along with a description of the use case for each class.

  • New: Indicates that work on a ticket has not been started, or has not been accepted.
  • In Process: Indicates that a ticket has been accepted, but that work on it has not been completed. This counts as an SLA response.
  • Completed: Indicates that work on a ticket has been completed. This counts as both an SLA response and resolution.
  • Cancelled: Indicates that work on a ticket has been cancelled.
  • On Hold: Indicates that work on a ticket has been suspended but may continue later.

Any number of statuses can be created for these classes with custom names so that it is easier for technicians to process tickets.

Configuration

Ticket Statuses can be configured through the Admin tool, and changes will only take affect in the corresponding ticketing application. A user with the Admin application can edit this information for all ticketing applications. On the other hand, a ticketing application administrator can edit the statuses for that application. Only Ticket Statuses which are marked as Active will be displayed in corresponding ticket update pages. In addition, users can edit a status Order to determine the order in which statuses are displayed for the ticket update page status dropdown. If no order is specified or they are all the same value, the statuses will appear in alphabetical order. Statuses of On Hold class have a Requires Off Hold setting, which can be used to ensure that all On Hold tickets become reactivated at some point, if desired.

It is also worth noting that there are other status-related settings that a ticketing application administrator can change. These can be viewed in the Admin tool by locating the Settings section below the ticketing application to be modified.

A default status can be selected for submitted tickets that do not have a status specified. The Requestor Withdrawn Status is assigned to tickets created via a request form when the client user withdraws the associated service request. If no status is selected for this ticketing application, then Client users will not be able to withdraw ticket requests. However, if this status is specified, then clients can withdraw their ticket requests and the status is used when the request is withdrawn. This status must be of the class Cancelled or Completed.

Task Statuses are also configurable on this page, and are used for tracking the status of tickets that have been converted to project tasks. There are three Task Status settings which are based upon % Complete of the task. These three Task Statuses are:

  • Not Started: The task is 0% complete. This status must be of the class New or In Process.
  • Started: The task is 1-99% complete. This status must be of the class New or In Process.
  • Completed: The task is 100% complete. This status must be of the class Completed.

An automated process is responsible for updating the status of the converted ticket, so there may be a delay between updating the task and the ticket status being updated to reflect % complete.

Details

Article ID: 4330
Created
Thu 3/26/15 7:15 PM
Modified
Tue 12/31/19 6:12 PM