Ticket Statuses in TeamDynamix

Overview

This document outlines the use of custom Ticket Statuses in the TeamDynamix application suite.

Content

Introduction

Custom Ticket Statuses can be configured for use in tracking ticket progress. Any number of Ticket Statuses can be created, although there are five main types that are helpful in tracking ticket work progress. Each one of these status types is referred to as a Status Class, and each represents a different state of ticket progress. The five Status Classes are listed below, along with a description of the use case for each class.

• New: Indicates that work on a ticket has not been started, or has not been accepted.
• In Process: Indicates that a ticket has been accepted, but that work on it has not been completed. This counts as an SLA response.
• Completed: Indicates that work on a ticket has been completed. This counts as both an SLA response and resolution.
• Cancelled: Indicates that work on a ticket has been cancelled or withdrawn by the requestor
• On Hold: Indicates that work on a ticket has been suspended but may continue later.

The "On Hold" status class allows technicians to place a ticket on hold, during which time it will be removed from the My Work, My Assignments, and My Accomplishments lists in the My Work application. In addition, any applicable time a ticket spends on hold will not be counted against any SLA deadlines it may have. Tickets can be placed on hold through the Ticket Update pages in the ticketing application and TDMobile by selecting a status with a class of On Hold. Technicians can specify a set date/time at which the ticket will be automatically taken off hold or place the ticket on hold indefinitely (provided that "Require Goes Off Hold" is not enabled). A ticket can be manually taken off hold by changing its status to one that does not have an On Hold class.

If a ticket comes into the system without a status assigned, it will be assigned to the default status. Project task statuses refer to statuses used for tickets that have been converted to project tasks. Such tickets are periodically updated based on the percent complete of the associated project tasks.

The requestor withdrawn status is used to allow individuals to withdraw their own ticket requests. The reopened status is used to allow updates on closed tickets to trigger a reopening of the ticket. Configuring the default status, project task statuses, requestor cancelled status, and reopened status is performed through the "Settings" page.