Getting Started with Ticketing Applications

This getting started article will walk you through how to create a ticketing application in the TDAdmin interface. In order to create a Ticketing application, you must be an Administrator of the TeamDynamix environment.

Overview

A Ticketing Application is a one-stop application to create, manage, report for a teams IT Service Management needs.

Your organization can create as many Ticketing Applications as you need. You may want to create a new ticketing application for Facilities, Human Resources, Safety to name a few.

After a ticketing application has been created, you will need to create security roles and ticket types and add users to the application. After you have created your application, you will be able to create a service that adds tickets to it.

Features

• Create new applications for different parts of your organization or purposes
• Import tickets from a third-party solution for archival purposes.
• Allows you to create application for a certain group that only certain users need to be in. Such as, human resources, finance, facilities, etc

Where to Find This

This feature appears in TDAdmin interface.

TDAdmin is where a new Ticketing Application is created, users and roles are set up, etc.

Navigate to creating a ticketing application, following these paths:

• TDAdmin > Applications

Where to Start

Creating a New Ticketing Application

Only full administrators can create new ticketing applications. A full administrator is a user who shows up in the Admin organization details page under the list of Administrators. Users who are only ticketing application administrators will not be able to create new ticketing applications.

To create a new Ticketing Application:

1. In TDAdmin, click Applications in the left navigation.
2. Click the +New button.
3. Fill out the required and optional fields as desired.
4. Select an appropriate application Icon.
5. Click the Save button.

To view additional information, click on the name of the application to step into the Application’s configuration menu. The Activate button can be clicked to allow users to access the application in TDNext. If it is not ready to be Active yet, deactivate until needed.

Configuring the New Ticking Application

Take the next steps setting up your new Ticketing Application by following these articles.

• Creating custom attributes to capture additional information about tickets
• Importing tickets from an old ticketing system
• Setting up security roles
• Setting up ticket types
• Creating a service to add tickets into the application
• Add users to the application
• Get acquainted with ticket creation and management essentials
• Explore ticketing tools such as service level agreements, task templates, workflows, and surveys

Creating Administrator Views of Tickets

Administrators can view tickets in a Ticketing Application from TDAdmin, but there are limited actions they can take since most ticket actions are meant to be performed by technicians.

To view the list of existing tickets in a ticketing application:

1. In TDAdmin, navigate to Applications.
2. Click a Ticketing Application Name.
3. In the left navigation, click Tickets.
4. Click the filter icon on the right side of the toolbar to narrow the results.
5. Click Search to apply the filters to the list.

To export the list of existing tickets in a ticketing app to Excel:

1. On the Tickets page, use the filter to display the desired tickets.
2. Click Search to apply the filters to the list.
3. Click the To Excel button.

In the confirmation popup, select where you’d like to save the file and click the OK button.

To print the list of tickets:

1. On the Tickets page, use the filter to display the desired tickets.
2. Click Search to apply the filters to the list.
3. Click the Print button.
4. In the confirmation popup, modify the browser's printing options as needed, then click the Print button.

Deleting Tickets in TDAdmin

An administrator may need to delete a ticket that was incorrectly created in a ticketing application. Deletion cannot be undone and all data from the ticket will also be deleted.

To delete a ticket

1. In TDAdmin, navigate to Applications.
2. Click a Ticketing Application Name.
3. In the left navigation, click Tickets.
4. Click the Title of the appropriate ticket.
5. In the Ticket Detail window, click the Delete button.
6. It will confirm to delete the ticket, select ok

Gotchas

If you make an application out of error, they cannot be deleted. Please rename it to indicate future use or do not use in the name of it and Deactivate it.

Be sure to create Security Roles once the application is created then add Users to those Roles.