Summary

This article explains how to assign a TeamDynamix Ticket to a new Responsible Group or individual person, including tips & tricks for how to find a group if you know a person and how to see what people are in a group. This article is for TDx Technician users of Work Management (TDNext).

• Assign ticket to new Responsible Group or individual Person
• Tips & Tricks for finding the group or person you want to assign a ticket to 
  • Tip 1:  Searching for a responsible Group or Person
  • Tip 2:  Seeing what People are in a Group
  • Tip 3:  Seeing what Groups a Person belongs to

 

How-To

Instructions

Step 1 - In your TDNext  ticketing application (e.g. ESM), find the Responsible / New Responsibility field for a ticket, available from several different places:

• When creating a new ticket, look below the Description field, or
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• In an existing ticket, choose Actions > Update, then look above the Comments field, or 
   
• In an existing ticket, choose Actions > Reassign [Service Request / Incident], then look above the Comments field.  The field is called New Responsibility in the Reassign dialog.

 

Step 2 - If you know the group you want, start typing in the box. As you type, up to five matches will appear. Click on the group if you see it in the list. See Tips & Tricks below for help finding the group or person you want to assign the ticket to.

Step 3 - Be sure to check the Notify Responsible or Notify the new resource check box.

Step 4 - Add a note if available and appropriate.  Use this to notify the new group about special handling or anything unusual, urgent, etc. related to the ticket.

Step 5 - Proceed with any other actions you need to take on the ticket, then click Save when finished.  The ticket will be assigned to the new group and a group notification email will be sent (if you checked the box).

Step 6 (optional) - To assign the ticket to an individual person, first assign to a Group that the person is a member of, then repeat the process above, choosing the person instead of the group in Step 2.  See Tips & Tricks below for help finding the group or person you want to assign the ticket to.

 

Outcome

You can reassign tickets to the Responsible Group or Person you choose.

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Tips & Tricks

Tip 1:  Searching for a responsible Group or Person

Step 1 - Use the magnifying glass at the right end of the responsibility field to open the full Lookup Responsible assignment dialog.

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Step 2 - In the Lookup Responsible assignment dialog, use filters at the top to limit your search to Groups or People instead of Both.

Step 3 - Type part of the name of the group or person you want, and click Search. If you do not find what you want, try typing LESS to see broader results, and confirm your spelling.

Step 4 - Click on the Name of the group or person you want.  That group/person will be filled into the Responsible field in the ticket and the Lookup Responsible dialog will close.

 

Important: Never select any group with "Approver Group" in its name. Those groups are ONLY used for automations and various types of approvals in TeamDynamix.  They are NOT available for ticket assignment, but they also cannot be hidden from this search dialog. For example:

 

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Tip 2:  Seeing what People are in a Group

Step 1 - Open the Group Assignments dialog, available from several different places:

• In the TDNext Work Management view of a ticket, click on the Group Name in the Responsibility field, orClick for full-size image
   
• When assigning a ticket to a responsible Group, click on the "View Group Profile" icon  , or
  
   
• In the Lookup Responsible dialog, click the View link next to the Group name.
   

Step 2 - Scroll down in the Group Assignments dialog.  Depending on your TDx permissions, you will see a list of Group Members as well as Tickets assigned to the Group.

Note: From the list of Group Members, you can click on any person's name to see all the groups they are a member of, and from there you can click on any Group name to see the Group Assignments dialog for that other group.

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Tip 3:  Seeing what Groups a Person belongs to

Step 1 - Open the Assignments for Person dialog, available from several different places:

• In the TDNext Work Management view of a ticket, click on the Person's Name in the Responsibility field (to the right of the Group Name, if present) , or
  Click for full-size image
   
• When assigning a ticket to a responsible Group, click on the "View User Profile" icon  , or
  
   
• In the Lookup Responsible dialog, click the View link next to the person's name.
  
   

Step 2 - Look to the right in the Assignments for Person dialog.  Depending on your TDx permissions, you will see a list of Groups the person is a Member of.

Note: From the list of Groups, you can click on any Group name to see the Group Assignments dialog for that group, and from there you can click on any person's name to see all the groups they are a member of.

Step 3 - Use the person's group information to find a Group to assign the ticket to first. After the ticket is assigned to a Group, then if appropriate you can assign the ticket to a person who is a member of that group.

Important: Do NOT assign a ticket to a person directly unless the ticket is already assigned to a Group they belong to. Always assign a ticket to one of their Groups before you assign the ticket to an individual person.

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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