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Who can use this feature?
- Available in Work Management (TDNext) and the Client Portal
- License Requirement: Technician or higher
- Application Access: User must have access to Work Management and the specific Ticketing application
Work Management (TDNext) provides several tools to help technicians locate tickets, monitor workload, and stay organized. This article covers how ticket visibility works, how to find and organize your work using searches and the My Work application, and how to view ticket details, including time entries and view history.
In this article, we'll cover:
Users with access to a Tickets application can see all tickets in that application. There is no way to limit ticket visibility by ticket type. Visibility restrictions exist only in the Requests application, which is available in both Work Management and the Client Portal.
If a user's global security role includes the View all requests belonging to assigned accts/depts permission, they can see not only tickets on which they are listed as creator or requestor, but also tickets associated with any account or department explicitly granted to them.
Additional visibility settings for the Client Portal are controlled at the Ticketing application level. See the Managing Ticket Visibility in the Client Portal article for details.
My Work is an application that provides a unified view of all items assigned to you across all applications, making it easier to prioritize and manage your workload. Key areas within My Work include:
- My Work – An active queue for items you are currently working on. Items are added here by moving them from My Assignments.
- My Approvals – Lists approvals for resource requests, time reports, project requests, and service requests assigned to you.
- My Assignments – Automatically displays work items for which you are the primary responsible person. It can also display items assigned to groups you belong to.
- My Accomplishments – Shows your completed tasks, tickets, and issues.
- My Schedule – Displays hours you are scheduled for on projects or workspaces.
See the Getting Started with My Work article for more details.
Each Ticketing application includes preconfigured standard searches for common workflows, such as:
- Tickets assigned to you
- Tickets assigned to your groups
- Unassigned tickets
- Tickets awaiting your review
Technicians can also create and save custom searches with specific filter criteria for patterns they use frequently. Saved searches can be personal (visible only to you) or global (visible to all users in the application).
Ticket searches can also be added as widgets to any Work Management dashboard, providing quick access to important ticket lists without navigating into the Ticketing application each time.
See Viewing Ticket Application Searches for more details.
When you open a Ticketing application, you will land on your Ticketing application dashboard. If you have not yet configured it, the page may appear blank on first access. The dashboard provides a customizable view of your Work Management data specific to that application. You can add out-of-the-box widgets for common data views as well as custom searches and reports you have created.
To edit your Ticketing dashboard, click Edit Dashboard in the top-right corner of the application homepage.
Learn more in the Creating and Managing Dashboards article.
TeamDynamix includes easy-to-use reporting features available within the Ticketing application in Work Management. You can use the standard reports or create custom reports. Built-in ticket reports include:
- Ticket Aging Report
- Ticket History Report
- Ticket Performance Report
- Tickets Count Report
- User Work Report
Learn more in the Getting Started with Reporting article.
To view a ticket in Work Management:
- In Work Management, click View Applications and select the desired Ticketing application.
- Click the desired search in the left sidebar.
- By default, only tickets with statuses New, In Process, or On Hold are displayed. If needed, use the Filter to modify results, or enter a ticket ID or keyword in the ID/Search field.
- Click a ticket ID or title to open the ticket details.
Client Portal users can view tickets they or others in their department have submitted.
To view ticket requests from the Client Portal:
- Open the Client Portal application and go to Services.
- Click Ticket Requests in the sub-navigation.
- By default, the list shows tickets with the statuses New, In Process, or On Hold that were created by you, for which you are responsible, or on which you are listed as a contact. Modify the search criteria as needed, then click Search.
To view time entries associated with a ticket:
- In Work Management, click View Applications and select the desired Ticketing application.
- Click the desired search in the left sidebar.
- Use the Filter or ID/Search field to locate the ticket if needed.
- Click a ticket ID or title to open the ticket details.
- Click the T&E tab.
- Use the Filter above the Time section to narrow down visible entries.
Work Management users can view a history of who has viewed a ticket and when.
To view the Read By history in Work Management:
- Enter a Ticketing application in Work Management.
- Click the desired search in the left sidebar and locate the ticket.
- Click the ticket title to open it.
- Go to the Read By tab.
Client Portal users can also view this history for ticket requests.
To view the Read By history in the Client Portal:
- Open the Client Portal application and go to Services.
- Click Ticket Requests in the sub-navigation.
- If necessary, modify the search criteria and click Search.
- Click the title of the ticket request.
The Read By listing appears on the right side of the page.
To export the list of existing tickets in a ticketing app to Excel:
- On the Ticketing app, click the desired search in the left sidebar
- If needed, use the Filter to modify results.
- Click the To Excel button.