TDX Incident: Create an Incident Ticket

This article goes through how to make an incident ticket in TeamDynamix. 

Creating an Incident ticket

  1. Log in to TeamDynamix.
  2. Click on Users (TDNext) to navigate to the ticketing application.
    TDX menu bar with tabs Apps, Desktop and U of M Tickets.  U of M tickets highlighted.
  3. Click the U of M Tickets tab. If you do not have a U of M Tickets tab, click the blue Applications Menu tab to the left of Desktop and select U of M Tickets.
  4. Click +Incident Form in the menu bar. An Incident form opens in a new window.

Filling out the ticket form fields

Fill in the fields of the form accordingly, using both the Show Help question mark icon next to the Field name for additional hints and the magnifying icon to open a search window of options to search for related to each form field:

  • Form: This field should already be labeled Incident. 
  • Template: Use a Ticket Template if applicable (click the dropdown menu to see what templates are available). Otherwise, leave this field blank. 
  • Status: This field should be auto-populated to New and can stay as such unless the ticket gets resolved before saving it.
  • Requestor: Enter the name of the impacted person. If you cannot find the name or internet ID of the person requesting help see Work with Unique Requestors ​​​​​​.​ The user's information appears on the right and includes their email, phone, and title. (You can click on their name to see their profile.) Recently Requested by items are listed below, if any.
    Requestor profile with Requestor information and Recently Requested sections. Requestor name, email, and institution listed. Under Recently requested by: "Testing for Change Script (New)" and "SSO/Shibboleth Service Registration Request (Resolved)"
  • Notify Requestor checkbox: Keep this box checked so that Requestor will receive a confirmation that a ticket has been created. 
  • Acct/Dept: field should auto-populate with the department or area that the Requestor is associated with.
    •  If it does not auto-populate, click the magnifying glass icon to search for the applicable department that the Requestor is associated with.
    • If there is no applicable department for the requestor, use "Information Technology (TINF) for a generic account. 
  • Alternate Contact Information: Use this field to capture the best phone number to reach the user by or any other alternate contact information outside of that provided in their profile.
  • Title: Write a Clear, Short Title for the Ticket.
  • Description: Type a user-friendly description of the incident in this field. The Requestor will be able to see the contents of this field in their ticket notifications.
  • Knowledge Base Article: start typing any terms in the field, or use the Lookup Knowledge Base Article button:
    1. Click the Lookup button. A new window opens.
    2. Search for the article.
    3. Click the name (Subject) of the article. The window closes and the article is automatically populated to the Knowledge Base Article field.
  • Responsible: Enter the Group name (Assignment Group from ServiceNow) in this field. Although individual user names can be entered into this field, it is extremely important for ticket tracking and reporting that the Responsible Group name bepopulated in this field. See Take Responsibility for a Ticket for how to correctly assign a ticket to yourself. 
    • Tier 1 should enter Service Desk in this field until the ticket begins the escalation process.
    • You can search for the correct group using the Lookup Responsible button. The Assignment window will open. You can search by Employees, Non Employees, or Both. You can also search by People, Groups, or Both.
  • Notify Responsible: If you are assigning the ticket to your own group, uncheck the checkbox (it is checked by default). 
  • Type: This field gathers information to report on higher level categories of IT services that align with the ECAR Higher Education IT Service Catalog model. Follow these tips to select the best Type for each ticket.
    • Enter the Service field below this field first; Type will sometimes auto-populate based on what is placed in Service.
    • Use the Lookup button and see the Category dropdown menu to help narrow your search of IT areas.
      Category dropdown menu showing the following options: Administrative & Business, Application Development, Communication & Collaboration, Desktop & Mobile Computing, General, Information Security, Infrastructure, IT Professional Services, Research, Teaching & Learning
    • See the complete Type list used in TDX for all options for this field.
  • Service: Type the technology or service area affected. Typing directly into the field will bring up 4 or 5 options (but not all options available). To more easily find the right service, use the Lookup Service button to search through Services in a new window.
  • Incident Category (Optional): This field is used for certain groups who have broken down certain categories for incidents based on common incidents that arise. This field will mostly be left blank for now.
  • Impact: Choose the best descriptor from the dropdown menu to indicate how many people are being affected by this incident
    Impact dropdown menu. Option: Affects Single Person checked. Additional options: Affects Group or Single Department, Affects Multiple Departments or College/Unit, Affects Organization
  • Urgency: Choose the best descriptor from the dropdown menu to indicate the urgency of the incident based on how critical the incident is to affecting work being done.
  • Priority: This field will populate itself based on what Impact and Urgency are set at. See TDX Ticket Priority Grid for more information.
  • Source: Select the most applicable choice from the dropdown menu for how the Requestor is contacting you.
    Source dropdown menu expanded. Choices: blank, auto-generated, chat, email, phone, self-service, walk-in
  • Location: Start typing in the field or use the Lookup Location button to search through Locations in a new window. Search by building name or street address.
  • Room (Optional): Only fill in if applicable. 
  • Asset/CI (Optional): Use the LookupAssets button to search for assets associated with the user. Jack numbers will not be associated with a location for go-live.
    Lookup assets screen, including boxes for search, location, owner, CI Type(s) and room. Filtering includes User, Manufacturing, Supplier, Status, Using Acct/Dept, Owning Acct/Dept, Product Model
  • Contact (Optional): Type either the name or the internet ID of the person you want to add to the watch list. You can have multiple contacts. The Notify Contacts checkbox is not checked by default. See Add Contacts (a watchlist) to a Ticket for instructions on using a "watchlist" throughout the entire ticketing process.
  • Task Template: Leave this field blank for now; as we work more in the tool this field will contain previously defined sets of tasks that can be applied to a ticket which will then automatically generate the tasks and send them to the associated groups.
  • Tags: Leave blank for now.
  • Attachment (Optional): Use the Browse button to upload and attach any file that should be associated with the ticket. See Add an Attachment to a Ticket. 

Changing the Form Type before saving

Sometimes during an initial consultation when you have already started filling out a ticket, it becomes apparent a different ticket type is required. A common situation is when an issue appears to be an Incident but turns out to be a Service Request or vice-versa.

If you need to change a ticket type it is best to do so before saving the form as some of the fields will change based on the ticket classification.

  1. Scroll to the top of the ticket form.
  2. Click the dropdown arrow in the Form field and select the proper form type.
    Open Incident form; form field highlighted with dropdown menu of form types

All information originally entered into the Description, Title, and Requestor fields will remain intact.

Saving the Incident ticket

  1. Click Save (at the top of the window). The current window closes and is replaced with a confirmation window.
  2. Choose View the incident you just created in the confirmation window to continue working on the incident.
    Incident Created Successfully message and ticket number with text: "What do you want to do now?" Options: Create another incident; view the incident you just created (highlighted)

Additional Resources