TeamDynamix: Guidelines for Selecting a Ticket Type

Summary

This article provides guidelines for selecting a Ticket Type when filling out forms in USNH TeamDynamix.  This article is for technician users of TeamDynamix Work Management (TDNext).

 

Content

When filling out a Service Request or other ticket form in TeamDynamix, the Ticket Type is a required field.    Ticket Types are used to delineate tickets for quick issues which can be resolved relatively quickly from those which require more time and involvement.  Ticket Types are required when filling out forms, but may also be changed by the support provider if the nature of the nature and scope of the ticket has changed. 

Below are guidelines for selecting a Ticket Type.

Support Requests are used to maintain the health and functionality of IT systems. They are the most common ticket type. Support requests include incidents, service requests, and problems that typically involve immediate assistance or troubleshooting of existing systems and issues. These requests are generally smaller in scope and require prompt resolution – even if that resolution may take several days to achieve. 

  • e.g., break-fix, enhancement requests, hardware request, software request, password reset, network connectivity issues, printer issues 

Enhancement Requests involve significant, non-standard, and/or complex changes to systems, requiring more time and often vendor or team collaboration. These requests are usually scheduled for future completion and can take hours to months, sometimes being placed in a backlog. 

  • e.g., migration to a new server or cloud platform, setting up a new department to utilize an IT system, significant enhancement requests to existing systems, implementation of a new software application, developing a new website, creation of new reports 

Account Requests are managed by the Accounts Management System for new, modified, or removed access. Users should not manually set this option.  

System Generated requests are automatically created by integrated systems based on specific triggers or events within the ticketing platform. Users should not manually set this option. 

 

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 

 

Print Article