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Who can use this feature?
- Available in Work Management Ticketing applications
- Configuration requires Ticketing Application Administrator or Global Administrator access
- Some manual actions require appropriate technician-level permissions on the application-level security role
This article explains a common configuration pattern in TeamDynamix ticketing: many key elements can be applied to tickets in exactly three ways. Understanding this "Rule of Threes" helps administrators design efficient workflows and troubleshoot why certain elements appear (or don't appear) on tickets.
In this article, we'll cover:
| Element |
Automation Rule |
Configuration Default |
Manual Action |
| Responsibility |
✓ |
Form default |
Actions menu |
| SLA |
✓ |
Ticket Type |
Actions menu |
| Task Templates |
✓ |
Form default |
+Add / Tasks tab |
| Workflows |
✓ |
Service |
Actions menu |
Responsibility (assigning a person or group as primarily responsible for a ticket) can be applied in three ways:
| Method |
Where Configured |
When Applied |
Notes |
| Automation Rule |
TDAdmin > Applications > [Ticketing App] > Automation Rules |
During ticket creation |
Runs automatically based on conditions |
| Form Default |
TDAdmin > Applications > [Ticketing App] > Forms > [Form] |
During ticket creation |
Applied when a specific form is used |
| Manual Assignment |
Work Management > Ticket > Actions menu |
After ticket creation |
Requires appropriate permissions |
Service Level Agreements can be applied to a ticket in three ways:
| Method |
Where Configured |
When Applied |
Notes |
| Automation Rule |
TDAdmin > Applications > [Ticketing App] > Automation Rules |
During ticket creation |
Runs automatically based on conditions |
| Ticket Type Default |
TDAdmin > Applications > [Ticketing App] > Ticket Types > [Type] |
During ticket creation |
Applied when a specific ticket type is selected |
| Manual Assignment |
Work Management > Ticket > Actions menu |
After ticket creation |
Requires appropriate permissions |
Task Templates can be applied to a ticket in three ways:
| Method |
Where Configured |
When Applied |
Notes |
| Automation Rule |
TDAdmin > Applications > [Ticketing App] > Automation Rules |
During ticket creation |
Runs automatically based on conditions |
| Form Default |
TDAdmin > Applications > [Ticketing App] > Forms > [Form] |
During ticket creation |
Applied when specific form is used |
| Manual Addition |
Work Management > Ticket > +Add button or Tasks/Activities tab |
After ticket creation |
Can be added at any time |
Workflows can be applied to a ticket in three ways:
| Method |
Where Configured |
When Applied |
Notes |
| Automation Rule |
TDAdmin > Applications > [Ticketing App] > Automation Rules |
During ticket creation |
Runs automatically based on conditions |
| Service Default |
TDAdmin > Applications > [Client Portal] > Services > [Service] |
During ticket creation |
Applied when a ticket is created from a specific service |
| Manual Assignment |
Work Management > Ticket > Actions menu |
After ticket creation |
Requires appropriate permissions |
Automation Rules - Best for:
- Consistent, rule-based application across many tickets
- Complex conditional logic
- Centralized management of ticket routing and assignments
Configuration Defaults - Best for:
- Standard assignments tied to specific ticket types, forms, or services
- Predictable, form-based workflows
- Ensuring consistency for specific request types
Manual Application - Best for:
- Exception handling
- One-off situations
- Adjustments after ticket creation
- Situations that don't fit predetermined rules
Scenario: Help Desk SLA Assignment
- Automation Rule: Apply "Standard Support" SLA to all tickets with Priority = Medium
- Ticket Type Default: Associate "VIP Support" SLA with the "Executive Request" ticket type
- Manual: Change SLA to "Emergency" when the situation escalates during resolution
Scenario: Task Template Application
- Automation Rule: Apply "New Hire Setup" template when Type = "Onboarding"
- Form Default: Include "Password Reset Steps" template on the Password Reset form
- Manual: Add "Escalation Steps" template when transferring ticket to Tier 2 support
Scenario: Workflow Assignment
- Automation Rule: Apply "Change Advisory Board" workflow when Classification = Change and Impact = High
- Service Default: Associate "New Software Request" workflow with the Software Request service
- Manual: Apply "Emergency Change" workflow when an urgent issue requires expedited approval
- Multiple methods active: If both an Automation Rule and a Form default assign responsibility, the Automation Rule typically takes precedence. Understanding the order of operations prevents confusion about why certain assignments appear.
- Workflow limitations: Workflows assigned via Service cannot be manually removed once applied; the ticket must be moved to a different service or the workflow must complete. Plan service-based workflow assignments carefully.
- SLA conflicts: Multiple SLAs cannot be active on a single ticket; later assignments override earlier ones. Monitor which method takes precedence in your configuration.
- Permission requirements: Manual assignment methods require specific permissions on the user's application-level security role. Ensure technicians have appropriate permissions for their responsibilities.