Different Ways of Creating Incident Tickets

There are multiple ways a technician can submit a ticket (incident, problem, or change request) on behalf of a requester. The following methods are for scenarios where a technician is fielding a phone call or walk up and must document the incident in TeamDynamix.

This how-to article will help TeamDynamix administrators configure the various methods for ticket intake within the TDNext and TDClient interfaces. TeamDynamix users must have access to the applications referenced below in order to create tickets within them.

Overview

There are multiple ways for incidents to enter the system. A customer can create their own incident ticket from the desktop or client portal, or a technician can submit a ticket (incident, problem, or change request) on behalf of a requester.   

Creating Incident Tickets

Customers Entering Their Own Tickets

If a customer is looking for the self-service help option, they will utilize the Service Catalog found in your Client Portal.

Entering an Incident from the Client Portal or Service Catalog

The Client Portal allows TeamDynamix administrators to create custom HTML modules. A very common use case for the HTML modules includes a button to “Submit a Ticket” or “Request Service”. If you create a button or buttons like this, you can link to specific services or the service catalog as a whole. This HTML below can be used to create such a button:

<;a href="link-to-your-service-goes-here" class="btn btn-primary btn-lg btn-block">The Text Shown On the Button

The TeamDynamix Service Catalog provides a way for customers to report incidents from their organization’s Client Portal. By asking your customers to enter requests directly from the Service Catalog, you can collect all the relevant information to process the ticket quickly and efficiently.

A TeamDynamix administrator should configure your services as well as forms to enable this option for your Client Portal.  When creating a new service choose the ticketing application and type that you wish to create tickets for in the configuration of the "Request Application/Type" field.

You can also customize the entry form that appears in the Client Portal for this service.

Once you have a Service, a customer can create a ticket by:

1. Browse to the service you would like to request
2. Click the Request Service button on the right
3. Fill in the required fields
4. Click Submit

Technicians Entering Tickets on Behalf of a Customer

If a technician is fielding a phone call or walk up and must document the incident in TeamDynamix, they can use one of these methods. 

Entering an Incident from the Ticketing Application

Technicians can submit incidents from within a Ticketing Application by clicking the +New link in the toolbar. You will use this option when your customer does not want to utilize the self-service method of the client portal.  To create a ticket from your ticketing application:

1. Click +New in your Ticketing Application
2. Select the form that is best for the ticket
3. Fill in all required fields
4. Click Save

To learn more about entering an incident using the ticketing application, check out this TDX Academy video.

Entering an Incident from the Assets Application

TDNext users can create incidents that are directly associated with an asset via the Tickets tab on the asset’s details page. A new ticket or existing one could be added. You would do this when you know the Asset that is being worked on, experiencing an outage, etc. To create a ticket from an asset:

1. Open the Asset application within TDNext
2. Locate the asset that you would like to create a ticket for
3. On the Asset record, click the Tickets tab
4. Click +New Ticket and create your ticket with all required fields filled in
5. Click Save

Entering an Incident from the People Application

Technicians can view a requester's current and past tickets, as well as submit a new request on a requester's behalf in the People Application.  This is useful when you want to see a specific user’s ticket history.  Once the technician locates a customer record, they can create a new incident from the Tickets tab.

To create a ticket from the People Application:

1. Open the People application within TDNext
2. Locate the user who you would like to create a ticket for
3. On the user record, click the Tickets tab
4. Click +New Ticket and create your ticket with all required fields filled in
5. Click Save