Creating Tickets in Work Management

This article covers the different methods technicians can use to submit tickets and when to use each approach.

Customers can submit tickets via the Service Catalog in the Client Portal, but technicians often need to create tickets on behalf of users during calls, walk-ups, or when documenting issues directly. They can do so through various entry points in Work Management. TeamDynamix offers several efficient methods for ticket creation based on the request context.

In this article, we’ll cover:

• Best Practices for Creating Tickets Using Forms
• Creating Tickets from the Ticketing Application
• Creating Tickets from Assets
• Creating Tickets from People Records
• Bulk Importing Tickets

 

Creating Tickets from the Ticketing Application

This is the most common method for technicians to create tickets when fielding phone calls or documenting walk-up requests.

When to use this method:

• Customer contacts you directly (phone, walk-up, chat)
• General ticket creation without asset or user context

To create a ticket:

1. In Work Management, navigate to the Ticketing application
2. Click +New in the toolbar
3. Select the appropriate form for the ticket type
4. Fill in all required fields, including:
   • Requestor
   • Title
   • Description
   • Priority/Urgency/Impact (if applicable)
   • Any other required custom attributes
5. Add any other information that may help resolve the ticket
6. Click Save

Creating Tickets from Assets

Create tickets directly associated with a specific asset when documenting hardware issues, outages, or maintenance needs.

When to use this method:

• The issue is directly related to a specific asset
• You need immediate visibility of the asset-ticket relationship
• Working on hardware problems, failures, or scheduled maintenance

To create a ticket from an asset:

1. Open the Assets/CIs application in Work Management
2. Search for and open the relevant asset record
3. Click the Tickets tab
4. Click +New Ticket
5. Select the appropriate form for the ticket type
6. Fill in all required fields (the asset will automatically be associated) and any additional information that may help resolve the ticket
7. Click Save

The new ticket will appear in the asset's ticket history, making it easy to track all issues related to that asset.

Creating Tickets from People Records

Submit tickets on behalf of a specific user while viewing their complete ticket history. This can provide immediate context, helping identify patterns or recurring issues.

When to use this method:

• You want to see the user's existing and past tickets
• Working with a repeat issue for a specific person
• Need context from previous requests

To create a ticket from the People application:

1. Open the People application in Work Management
2. Search for and open the user's record
3. Click the Tickets tab
4. Review existing tickets if needed
5. Click +New Ticket
6. Fill in all required fields (the asset will automatically be associated) and any additional information that may help resolve the ticket
7. Click Save

Bulk Importing Tickets

Import multiple tickets at once by uploading a spreadsheet with ticket data.

When to use this method:

• Migrating tickets from a legacy system
• Creating many tickets simultaneously
• Bulk loading historical ticket data

Important limitations:

• Automation rules will not run for imported tickets
• No notifications will be sent to requestors, responsible resources, or reviewers
• Maximum of 10,000 rows per import
• The logged-in user becomes the creator of all imported tickets

To import tickets:

1. In the Work Management toolbar, click View Applications
2. Click the desired Ticketing Application tile
3. Click the gear icon > Ticket Import
4. Click Download Import Template to get a fresh template with current picklist values
5. Add one row for each ticket in the spreadsheet
   • Required fields: Title, Requestor, Acct/Dept, Ticket Type
   • Optional fields: Classification, Service, Task Template, Impact, Urgency, Priority, Description, Source, Asset/CI, dates, Status, assignments, Location, budget fields, and custom attributes (use exact attribute names as column headers)
6. Click Browse and select your populated Excel file, then click Next
7. Select the worksheet containing your data (must have fewer than 10,000 rows)
8. Click Next and validate/map columns to TeamDynamix fields
9. Click Next to run validation and address any errors
10. Preview the import results
11. Click Import
12. Download the summary report for your records

Best practice: Split large imports into batches of fewer than 10,000 tickets for easier error identification and successful processing.

For complete instructions, see Importing Tickets.