This concepts article will help users to determine which functionality in TDNext will be most effective. The user must have the access to the Projects application and a Ticketing application with permissions to create tickets and projects respectively in TDNext.
Overview
Sometimes, when handling incoming requests, it might not be clear whether the work should be tracked as a ticket or as a project.
Projects have a definite start and end, which define the project life cycle and are undertaken to generate a product or achieve a specific outcome. The work is unique and does not include ongoing work, operations or process that follow existing procedures.
Tickets are typically appropriate for expected events that come up in the regular course of business such as incidents, service requests, change requests, or regular operations tasks. There are processes and resources in place to handle these work items.
Were a request received asking, "Can you replace all of the wi-fi in the library?" It would be evaluated:
- Is this work necessary on a recurring basis?
No.
- Does this work require resources and take more time than could be handled in the scope of regular work?
Yes.
So, given the definitions above, this would be handled as a one-time project.
If a request were received that said, “My ID card is not scanning correctly in the cafeteria.” It can be evaluated:
- Is this work necessary on a recurring basis?
Yes. It is common for student and staff IDs to behave strangely, and there are some basic protocols to follow to troubleshoot and fix.
- Does this work require resources and take more time than could be handled in the scope of regular work?
No. As something that comes up regularly, it is considered a regular part of the service desk’s support work.
So, this request would be processed as a ticket.
Or, many customers go with abstract criteria for when a work item bursts from being a ticket to a project
- More than a thousand dollars
- More than 40 hours of total work
- More than 3 total depts involved