Creating a Ticket in TDNext
Technicians and Service Desk Manger’s use this path to create a new ticket for a requestor.
To create a new ticket:
- In TDNext, click the Applications Menu and select the desired Ticketing application.
- In the toolbar, click +New, then select the form name from the dropdown.
- Fill out all required and optional ticket fields as desired.
- When finished, click on the "Save" button.
Optional Ticket Fields:
Form – If you know the name of the form you can type ahead. If you don’t know the name of the form,
select from dropdown arrow, and use slider to choose an Incident or Service Request form.
Template – Skip unless using a ticket template. TeamDynamix users can create their own ticket templates for
frequently used tickets.
Service – The Service is what the client is requesting or trying to do. The Service is defaulted by the form. If
you need to add/change the service, begin typing the name of the service and choose from quick-search
below the field, or click the magnifying glass to search.
Type – Controls assignment and how work is organized.
Requestor – Select person.
Note: If user is not listed, add person by clicking on + icon. Add user’s First Name, Last Name, and enter
Primary and Alert Notification Email addresses.
Acct/Dept. – This is usually the customer’s department.
Title/Request Title/Summary – Add a brief summary description (similar to a subject line in Outlook).
Description – Provide additional request details.
Attachment – Browse and attach file. If more than one file needs to be attached use your Ctrl key to select
more than one file.
Impact – Choose Minor/Localized, Moderate/Limited, Significant/Large, or Extensive/Widespread from drop-
down. (not required)
Urgency – Skip this field.
Priority – Select Low, Medium, High, or Critical from drop-down. (not rquired)
Responsible – Select user or group that will be assigned ticket. Checking the ‘Notify Responsible’ check box
sends the responsible user an email notification. Responsible field doesn’t have to be filled out immediately,
but if it is left blank the ticket will be unassigned.
Source – Skip this field unless your group is reporting on intake method tracking.
Start Date – Defaults to today and indicates the date ticket work is expected to start. Select date using the
date picker.
Due Date – Defaults to tomorrow and indicates the date work on the incident is expected to complete.
Select date using date picker.
Status – This is a framework, and each group should define how they are using these designations. The
following are suggested definitions:
New - Entered, not yet reviewed, and assigned
Open - Ticket has been viewed, acknowledged, and assigned
In Process - Work underway
Closed - Work completed
Pending - Awaiting information
On Hold - Awaiting action from the requestor
Cancelled - Ticket declined and/or withdrawn
Task Template – Skip unless using a task template. Task templates are used for a series of tasks used often
and need to be implemented by a TeamDynamix Administrator.
Location – Skip this field.
Assets/CI – Skip this field (unless your dept. is tracking assets).
Estimated Hours – Skip this field.
Time Budget – Skip this field.
Expenses Budget - Skip this field.