TeamDynamix: Ticket needs additional information

This article will walk you through the steps of replying to a ticket to get additional information needed to best troubleshoot the issue.

 

It is important to have enough information to resolve a case. An example is when help is needed with myCourses it is important to have the course information.  Make sure that course information is not captured anywhere in the ticket.  Once you have verified no course information is present, reply back to the user asking for that information using the template found in the instructions below.

 

Any questions you have about tickets should be directed to the TD overseer found in the Teams Calendar. In the event that the overseer is not available members from the ATST or Application Administration teams can help.

 

1. While in the ticket in TD scroll down to Feed area

 2. Click Comment and choose the requester name in notify field. Make sure that it does not say no email available. This will email them with your reply to their question

 3. Add an appropriate note 

         Dear _________,

         In order to help you resolve your issue we need some additional information. Please provide

         (information needed)

         Thank you,

         Teaching and Learning Technologies

 4. Click Save

 

Keep case in the Shared Student queue and set the status to "Pending" until the information is returned and then queue to appropriate area.

NOTE: to know that the user has replied the status will change from "Pending" to "New".