TeamDynamix: Reassignment of Tickets & Merging of Multiple Tickets

Before You Begin

  • Make sure you have access to the TeamDynamix dashboard.
  • Confirm your role and assignment group in TDX.

 

Instructions

Reassigning a Ticket

  1. Open the ticket.
  2. Click ACTIONS.
  3. If moving to another ticket application:
    1. Select Move to Application.
    2. View the Ticket applications and select the appropriate Incident or Service Request for that application.
    3. Click ACTIONS again.
  4. Select Reassign (the ticket type you selected above, Incident or Request).
  5. Under New Responsibility, select the GROUP you want this ticket assigned to.  Please assign to groups, not people.
  6. Add a Comment to explain to the new group:
    1. ​​​​​​​What you have done to this point to resolve this ticket
    2. Why you feel they should now receive this ticket
  7. Hit SAVE.

*PLEASE NOTE:  This ticket will now be gone from your queue and you will not see it unless you have access to the other ticket application.

 

Merging Tickets (When Multiple Tickets Exist for the Same Topic)

  1. Locate all tickets to be merged.
  2. Identify the original ticket.
  3. Open each non-original ticket.
  4. Click Actions > Merge into.
  5. Enter the original ticket number in the pop up window.
  6. Click Save.
  7. Verify that data has moved into the original ticket.

 

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