General Questions (Public)

This is a forum for general questions about TeamDynamix products. It is not curated to remove older content or monitored for enhancement requests.

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Due Dates vs SLAs

We are looking to implement 15-day due dates for Software and Hardware type tickets and report on overdue tickets.
I would like to ask the community if it in their experience it is better to use SLAs based on type or add due dates to ticketin...
1 Answer
Anderson Hanchett Last activity on 1/10/2024 12:34:31 PM by Brittany Renn

Global SLAs

Hello,
I created an SLA that requires a technician to respond to a ticket within two business days and I would like to make it so that this SLA is applied to every newly created ticket in our system moving forward. Currently, I have only foun...
1 Answer
Riley Fay Last activity on 8/8/2023 12:17:20 PM by Mark Sayers

SLA Violation Reasignment

We are looking to reassign tickets that have violated an SLA to the resources manager. Looking through the SLA options I can see where I can notify a resource's manager and I can reassign tickets to specific groups or users. Is there a way to r...
1 Answer
Chip Singletary Last activity on 7/27/2023 12:17:08 PM by Brittany Renn

SLA Dashboard(s)

Does anyone have a good SLA dashboard (maybe one used by techs and one by managers) that works well for your teams? Rather than reinventing the wheel, I thought I would see what others are doing. Thanks!
1 Answer
Cassandra Slagg Last activity on 5/17/2023 1:35:00 PM by Brittany Renn

Workflow on SLA Violation

I need to be able to take action on a ticket after an SLA has breached that is something other than assigning to a specific person or group. I need to have a workflow run when this happens.
I've tried a number of things and right now I'm see...
1 Answer
Ken Stone Last activity on 7/19/2022 4:45:48 PM by Mark Sayers