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Q. What are common ticketing application changes for non-IT areas?
A. Often, non-IT areas do not need a distinction between ticketing classifications. You may be able to disable all but one classification, and rename the remaining classification from "service request" to something more familiar such as "work order."
Q. Who typically maintains ticketing applications?
A. In some organizations, ticketing application administration is fully delegated to the division/department via ticketing application administrators. In other organizations, IT or the primary department managing TeamDynamix administers all ticketing applications. In this model, sometimes a special service catalog category is created for TeamDynamix-related administration requests.
Q. When should I create a second ticketing application vs. keep people all in one ticketing application?
A. The more that people are following a similar process and should collaborate, the more they should be in one application. The more that people are following different processes and/or there is a need for confidentiality, the more they should be in separate applications.
Q. What will end users see when there are multiple ticketing applications?
A. In the client portal, end users will see all requests where they are the requestor across all ticketing applications.
Q. How can you coordinate work across ticketing applications?
A. It is possible to use ticketing web service methods to create (or update) tickets in other ticketing applications. That said, the fundamental goal of ticketing applications is to create separation. If you find you regularly need to work across ticketing applications, consider whether it might be appropriate to create a shared ticketing application.
Q. How do you report across ticketing applications?
A. The Analysis application can report across ticketing applications.