Summary

This article has instructions for how a technician in TeamDynamix can search to find a TDx ticket from a ticket number provided through the Collegis ticketing system.

Collegis provides Tier 1 Help Desk support by phone, chat, and through tickets 24 hours a day. When they take phone calls and create tickets, Collegis technicians are only able to see their own system's ticket number, even though a TDx ticket is created at the same time. Collegis technicians may provide that non-TDx ticket number to a customer. If the customer calls back and speaks to someone at USNH, you may need to search for their ticket in TDx from only the Collegis ticket number. This article explains how to do that.

Note: The Collegis ticket number appears in its TDx ticket in a custom field labelled Integration Ticket ID, usually found just above the ticket Description.

How-To

Instructions

Step 1 - Log into the Technician View of TeamDynamix - https://td.usnh.edu/TDWorkManagement/ 

• Be sure you are in the ESM application. Collegis tickets are only in the ESM application, so you must be there too in order to find them.

Step 2 - Click on Search in the left navigation menu. This opens the Tickets search & filter page

Step 3 - Click on the " Filter" icon in the top right - a filter pop-up opens up. 

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Step 4 - Type the Collegis Ticket # into the Text Search box and choose Select All in the Current Status drop down, then click Apply at the top.

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Step 5 - The ticket shows on the results page.

Outcome

You are able to use a Collegis ticket number to find the ticket in TDx Work Management. 

Further Readings

TeamDynamix: Searching for Tickets and Saving Searches

Need additional help?

Visit the TeamDynamix area in the Knowledge Base

To request service, report an issue, ask questions, or request training, submit a TeamDynamix Application Administration Support Request