Updating Tickets

Technicians can update a ticket’s status, add comments and time, manage contacts, adjust SLAs, reclassify tickets, and edit details to move work toward resolution.

After a ticket is created, a technician or a team of technicians will update it throughout its lifecycle. Common reasons to update a ticket include changing the status to indicate its progress through the resolution process, communicating progress or follow-up questions to the requestor, adding internal notes to document work or share information with other technicians, and recording time spent on the ticket for reporting purposes.

While the technician updates and comments on the ticket, the requestor can view and comment on it in the Client Portal.

In this article, we'll cover:

• Finding Tickets Relevant to You
• Communicating with Requestors
• Making Updates to Tickets
  • Updating the Status
  • Closing Tickets
  • Changing the Classification of a Ticket
  • Assigning a Service Level Agreement (SLA)
  • Adding Time to a Ticket
  • Adding Contacts or People to a Ticket
  • Creating Parent-Child Relationships
• Editing a Ticket

 

Finding Tickets Relevant to You

You can locate tickets that require your attention from the following locations in Work Management:

From your Ticketing application dashboard:

• Work Management > [Ticketing Application]
  • Your application dashboard
  • Built-in and saved searches available in the left navigation

From your personal work queue: Work Management > My Work

From a workspace: Work Management > Workspaces > Dashboard

To learn more, see Viewing Tickets and Organizing Your Work.

Communicating with Requestors

When updating a ticket, you can add comments visible to the requestor in the Client Portal. These external comments keep requestors informed of progress and maintain transparency throughout the resolution process. You can also add internal notes visible only to other technicians with access to the ticketing application, which allows teams to document troubleshooting steps, share technical details, or coordinate work without exposing that information to requestors.

Making Updates to Tickets

Updating the Status

You will update tickets when you complete a milestone during the work or when you need to change the ticket's state. Updating the ticket is also how you will close it when work is complete.

To update the status of a ticket:

1. In Work Management, navigate to the Ticketing application and open the desired ticket.
2. Click Actions > Update at the top of the ticket. There is also an Update button above the ticket Feed section.
3. The Status badge in the top-right corner of the ticket indicates its current lifecycle state (e.g., New, In Progress, Resolved, Closed). Use the New Status drop-down to choose the new status. For example, if you are starting work on a ticket, set the status to "In Process."
4. A Comment is required when updating the status. If there is a Templates button in the top-left corner of the text area, use this menu to select a preconfigured comment for common situations such as providing frequently requested information or sharing resolution steps.
5. The Make comments private checkbox controls whether comments are visible in the Client Portal — checking it means only those viewing the ticket in the ticketing application can see the comment. Note that if you choose to send a notification to the requester, they will still receive an email even if the update is marked private. If the update is marked private but the person you are notifying is not a member of the ticketing application, an alert will appear suggesting that you make the comment public.
6. Use the Notify field to select a person or group associated with the ticket to be notified directly about the update. In your organization, the requester may be notified by default. You can click the group icon to add all associated people at once.
7. To notify someone not already associated with the ticket, use the Notify Other People box. Only people with a record in TeamDynamix will appear when you begin typing.
8. If the person you want to notify does not have a TeamDynamix record, enter their email address in the Other Email Addresses box. Separate multiple addresses with commas.
9. When finished, click Save.

Closing Tickets

When work on a ticket is complete, update the Status to Resolved, Closed, or another status that reflects its completion.

The distinction between Resolved and Closed varies by organization, but Resolved usually means the solution has been provided and is awaiting confirmation from the requestor, while Closed indicates the ticket is complete with no further action required.

Changing the Classification of a Ticket

If you need to reclassify a ticket — for example, changing an Incident to a Problem or a Change to a Release — you can do so using the Edit Classification option.

To change the classification of a ticket:

1. In Work Management, navigate to the Ticketing application and open the desired ticket.
2. Click the Actions button on the General tab, and select Edit Classification.
3. Review the classification warning message at the bottom of the popup to understand what may be impacted by the change.
4. Select the desired classification from the New Classification dropdown.
5. Click Save.

Assigning a Service Level Agreement (SLA)

Service Level Agreements (SLAs) establish timelines for technicians to respond to requests and restore service. Most of the time, SLAs are automatically assigned to tickets via automation or based on the ticket type, but users with the appropriate permission can override them individually as needed. Not all tickets will have an SLA.

Changing the SLA on a ticket will remove any pending SLA deadlines and clear the ticket's SLA violation status. If any SLA deadlines have already been evaluated, they will remain in the ticket's SLA history.

To assign an SLA to a ticket:

1. In Work Management, navigate to the Ticketing application and open the desired ticket.
2. Click Actions > Add SLA at the top of the General tab.
3. Select an SLA from the dropdown.
4. Select how to calculate the deadline:
   • Determine deadlines from the current date and time
   • Determine deadlines from the time the work order was created
5. Enter a Comment about the assignment.
6. Click Save.

Additionally:

• To change an existing SLA, use Actions > Reassign SLA.
• To remove an SLA entirely, use Actions > Remove SLA. Removing the SLA will clear any pending deadlines and remove the ticket's SLA violation status, though previously evaluated deadlines will remain in the SLA history.

Note: Any ticket created and cancelled in the same step will still have its SLA calculated, since it never had an open or in-process status.

Adding Time to a Ticket

To add time to a ticket:

1. In Work Management, navigate to the Ticketing application and open the desired ticket.
2. Click Actions > Update at the top of the General tab, or use the Update button above the ticket Feed section.
3. Enter the time details: select the Time Type, enter the hours spent in the Hours field, and select the date when the hours were completed.
4. Enter a Comment.
5. Use the Make comments private checkbox, Notify, and Other Email Addresses fields as appropriate (see Updating the Status above for details on these fields).
6. Click Save.

Your time entry will appear in the Feed section of the ticket. Alternatively, you can add time from the T&E (Time and Expenses) tab of the ticket using the Add Time button.

Adding Contacts or People to a Ticket

Adding a contact to a ticket allows technicians to expand the list of collaborators and makes it easy to include them in notifications, adding them to the Notify list.  It also allows the contacts to view the ticket in the Client Portal if the “Allow requestors/creators to view tickets in the Client Portal” option is enabled in the Ticketing application’s settings.

To add a contact to a ticket and send them a notification:

Step 1 — Add the person to the ticket

1. In Work Management, navigate to the Ticketing application and open the desired ticket.
2. Click the People tab.
3. Search for users by typing in the Contacts field or by clicking the magnifying glass. In the search popup, check the boxes next to the people’s names, then click +Insert Checked.
4. Click the +Add button.

Step 2 — Notify the added person

1. On the ticket’s General tab, select Actions > Update.
2. If the people to be notified are not ticketing application users, uncheck the Make comments private box to make the comment visible in the Client Portal. Note that recipients will receive the notification email regardless of whether the comment is marked private.
3. Enter a Comment in the text area.
4. In the Notify field, select the people you want to notify.
5. Click Save.

Notifying a ticket contact sends the requestor version of the notification template.

Creating Parent-Child Relationships

Parent-child ticket relationships allow you to connect related tickets, group related work, and cascade updates from parent tickets to all associated children. Common uses include linking multiple incidents to a single problem ticket, connecting related changes to a release, managing major incidents with multiple component incidents, and tracking work that generates additional related tickets.

See Getting Started with Parent / Child Tickets for more details.

Editing a Ticket

While less common than updating, you may need to edit a ticket's fields directly when information needs correction or additional context is needed. Editing is typically done when the client submitted the ticket using the incorrect form, the service on the ticket needs to be changed, the requestor needs to be changed or added, or custom attribute values need to be modified.

To edit a ticket:

1. In Work Management, navigate to the Ticketing application and open the desired ticket.
2. Click the Edit button at the top of the ticket.
3. Modify any fields as needed. Fields left blank will not appear on the ticket detail page.
4. Click Save.