TeamDynamix (TDX): Work with Tickets

This self-help guide is for technicians working in TDX to track Incidents, Requests, Major Incidents, Problems, or Change tickets. Some articles linked below are only viewable to those who have technician access to TDX Client Portal.

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Understand TDX

Getting Started in TDX

How-Tos
Log in to Users (TDNext)
How-Tos
Log in to the Client Portal
How-Tos
Move between User (TDNext) and the Client Portal
How-Tos
Understand Ticket Classifications
How-Tos
Work with Parent/Child Ticket Relationships
How-Tos
Use My Work Application
How-Tos
Create and Manage a Desktop
How-Tos
Use the People App
How-Tos
Manage Groups in the People App
How-Tos
Search the Knowledge Base
How-Tos
Search for an Access Request or Service Request form in the Client Portal

Working with Reports

How-Tos
TDX: Create and Manage Reports
This self-help guide walks you through the process of running, creating, and managing reports in TeamDynamix.

Using BeyondTrust Remote Support (Bomgar) with TDX

How-Tos
Learn about BeyondTrust Remote Support
How-Tos
Set Up BeyondTrust Remote Support
How-Tos
Link Your Bomgar Account to TDX
How-Tos
Generate a BeyondTrust Remote Support Session Via a TDX Ticket

Work with Incidents and Requests

Working with Tickets

How-Tos
Create an Incident Ticket
How-Tos
Write Clear, Short Titles for Tickets
How-Tos
View Ticket Details
How-Tos
Edit a Ticket
How-Tos
Work a Ticket
Find the Correct Responsible Group for a Technician
How-Tos
Resolve a Ticket
How-Tos
Work with Unique Requestors
How-Tos
Mitigate Bouncing Tickets
How-Tos
Search for an Access Request or Service Request form in the Client Portal
How-Tos
Complete a Service Request Form on Behalf of a User (OIT User Support)
How-Tos
Send a Request Form and Document the Interaction (OIT User Support)
How-Tos
Send a Request Form
How-Tos
Check the Status of a Service Request for a User
How-Tos
Handle a Generic Request
How-Tos
Handle a Password Reset Request (OIT User Support--requires login)
How-Tos
Create a Ticket Template
How-Tos
Manage a Ticket Template
How-Tos
Track Miscellaneous User Situations (OIT User Support)

Working on Open Tickets

How-Tos
Take Responsibility for a Ticket
How-Tos
Edit a Ticket
How-Tos
Change the Form Type of the Ticket
How-Tos
Add an Attachment to the Ticket
How-Tos
Relate an Asset to a Ticket
How-Tos
Search for a Ticket
Find the Correct Responsible Group for a Technician
How-Tos
Communicate Through a Ticket
How-Tos
Write Complete Work Notes
How-Tos
Write Comments to Customers
How-Tos
Write Resolution Notes
How-Tos
Add People (Contacts) to a Ticket
How-Tos
Transfer Ownership of a Ticket
How-Tos
Warm Transfer a Ticket (OIT User Support)
How-Tos
Associate a Knowledge Article with a Ticket
How-Tos
Create a New Knowledge Article from a Ticket
How-Tos
Send a Knowledge Base Article to a User

Work with Other Tickets and Tasks

Processing Major Incidents, Problems, and Change

How-Tos
Understand the Use of Major Incident Tickets
How-Tos
Create a Major Incident Ticket
How-Tos
Work a Major Incident Ticket
How-Tos
Resolve a Major Incident Ticket
How-Tos
Work with Parent/Child Ticket Relationships
How-Tos
Understand the Use of Problem Tickets
How-Tos
Create a Problem Ticket
How-Tos
Work a Problem Ticket
How-Tos
Resolve a Problem Ticket
How-Tos
Work with Parent/Child Ticket Relationships
How-Tos
Understand the Change Process
How-Tos
Fill out a Change Ticket

Using Ticket Tasks

How-Tos
Create a Ticket Task
How-Tos
Edit a Ticket Task You Created
How-Tos
View Your Group's Ticket Tasks
How-Tos
Take Responsibility for a Ticket Task
How-Tos
Work a Ticket Task
How-Tos
Reassign a Ticket Task
How-Tos
Complete a Ticket Task