TeamDynamix Technician: Getting Started with Ticket Statuses

 

Overview

This guide will go over ticket statuses in TeamDynamix. Ticket statuses indicate the current stage of a ticket in its life cycle. Understanding and using statuses correctly helps ensure accurate tracking and timely resolution of requests.

Audience

This article is intended for Faculty, staff, and IT support staff who manage or monitor tickets in TeamDynamix

Platform

TeamDynamix

Directions

Access Ticket Status Options

  1. Log in with your IC credentials to TeamDynamix> TDNext > Applications .
  2. Navigate to Tickets > Search or open an existing ticket.
  3. Locate the Status field in the ticket details.

Common Ticket Statuses

  • New: Ticket has been created but not yet assigned.
  • In Progress: Work is actively being performed on the ticket.
  • On Hold: Ticket is paused, often awaiting additional information.
  • Resolved: Issue has been addressed; awaiting confirmation from the requester.
  • Closed: Ticket is completed and no further action is required.

Change a Ticket Status

  1. Open the ticket you want to update.
  2. Click Edit.
  3. Select the appropriate Status from the dropdown menu.
  4. Add comments if needed to explain the status change.
  5. Click Save.
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