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TeamDynamix Frequently Asked

http://www.ecu.edu/itcs/help/teamdynamix

Several tickets in our "Closed Tickets" report don't have a team member assigned to them. Why does this happen?

Tickets worked from the "group" show as unassigned. Always assign a ticket to yourself. From the tickets' "General" tab: Actions >> Take Incident.

To ensure that all tickets are assigned to an individual, add the following report to your TD desktop:
  1. Log into TeamDynamix at https://ithelp.ecu.edu/tech
  2. Click the Desktop tab
  3. Click the Edit Desktop link
  4. From Available Content, expand the ITCS link
  5. Scroll to find +Closed [your department] with Unassigned Prim Resp or No Enterprise Root Cause
    Example:  +Closed AT-HD with Unassigned Prim Resp or No Enterprise Root Cause
  6. Drag the report to your desktop
  7. Click Save
  8. Close the window
  9. Click Refresh to see the new report

Follow these steps to change an unassigned ticket:
  1. Open the unassigned ticket
  2. Choose the Edit tab
  3. Scroll to the Responsible field and change the assignment to the appropriate tech
I am closing a ticket and see that Web Support Type, Enterprise Root Cause, Close Action and Method of Service are required.

Because of reporting requirements, these fields must be populated before closing a ticket. 

I just changed the status of a ticket from Work-in-Progress to Hold. It has disappeared from the My Assigned Tickets area. Where is it, and how do I get it back?

The ticket can be found in the Team Member Assigned Tickets area of your desktop. It will return to your My Assigned Tickets are as soon as the status is changed back to, Work-in-Progress. 

Another way to see tickets on hold is to add the system-generated report, My Hold Tickets, to your desktop. Here's how:

  1. From your Desktop tab
  2. Click the Edit Desktop link
  3. From Available Content, expand the Ticket link
  4. Scroll to find My On Hold Tickets report
  5. Drag the report to your desktop
  6. Click Save
  7. Close the window
  8. Click Refresh to see the new report