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Overview
TeamDynamix Ticketing - Tickets Application
This article provides a detailed overview of the TeamDynamix Ticketing application, the Pitt Main Tickets.
The article covers the following topics:
- Logging in to TeamDynamix
- Pitt Main Tickets Overview
- Pitt Main Tickets Desktop Configuration
Detail
Logging in to TeamDynamix
To log in to TeamDynamix, go to https://services.pitt.edu/TDNext, then authenticate with Pitt Passport. By default, the main Dashboard will open. The Dashboard is a collection of customizable widgets, based on the applications you have access to throughout the TDX platform. Besides the main Dashboard, other applications have their own application Dashboard where reports related to that application can be viewed.
Next, select the View Applications menu.
The Applications menu will list all applications that you have access to based on your role. Select the Tickets application (or the corresponding name of your ticketing application).
The Tickets app opens with the application dashboard.
Tickets Overview
The Tickets application consists of a horizontal menu bar across the top and a set of pages on the left side.
Menu Bar
The menu bar contains the following elements:
- New - this option allows you to create a new Ticket. Expanding the drop-down will show all types of tickets you can create. You can read more about creating tickets here.
- +New Unclassified Ticket - this opens a new blank Unclassified ticket.
- Reports - this option allows you to create a new Report. You can read more about creating reports here.
- Edit Dashboard - this option allows you to modify the dashboard layout and select the data shown. Scroll further down to learn more about the Dashboard.
- Refresh - this option refreshes the data shown on the right side of the screen. Whenever you are looking at data, the refresh button will update the list.
Application Elements
Using the options in the left side panel you can access your application Dashboard, Groups/Assignments, Ticket Search, and Report Folders.
Dashboard
A Dashboard is an information display tool within TeamDynamix that provides visual insights into key performance indicators (KPI), metrics, and key data points. The application-level dashboard is accessible from within an application, and the only modules available are relevant to that application. You can find more information on the Tickets Dashboard further below.
Groups
The Groups page will display all user groups available in the system. Each of these groups has users added to them. Groups function similarly to queues; they enable tickets to be routed to technicians that can resolve them. An individual can be a member of multiple groups. Tickets are assigned to these groups, then the individuals in the group will "take" the tickets that they are working on.
Selecting a Group will display the individuals who are members of the respective group.
Search (Ticket Search)
The Search page will display all available tickets in the application. The options under the Tickets menu are predefined filters, showing you tickets of the respective category, if any:
- Assigned To Me - will show tickets where you are entered as the Responsible person
- Awaiting My Review - not in use
- Awaiting My Approval - will show tickets that are assigned to you for approval
- Awaiting Approval - displays tickets that are pending approval in the approver groups you are a member of
- Incidents - displays all Incident type tickets
- Major Incidents - displays all Major Incident type tickets
- Problems - not in use
- Changes - not in use
- Releases - not in use
- Service Requests - displays all Service Request type tickets
The list of tickets can be grouped, the available columns can be hidden or shown, and the data can be filtered.
Use the Configure Grid drop-down to define a grouping method for the list.
Select the Columns icon to show or hide columns.
Select the Filter icon to further filter the data. The Filter options will appear in the center.
On the top of the page, you can find action buttons.
The Actions button allows you to perform an action on tickets. First, select one or more tickets by checking the checkbox in the first column, then select an action.
Please note: It is a best practice to manage each ticket individually, by opening the ticket first. Mass actions are to be used in special circumstances only.
The Refresh button will refresh the data shown.
The + New Save Search button allows you to save the grouping and filtering you performed on the list. Once saved, the My Saved Searches will list them for you for future use.
The To Excel button allows you to export the list into Excel.
To open a ticket, select the ticket Title. The tickets you have already opened will not be marked in bold.
The ticket will open in a panel to the right of the window.
The top right of this pane has extra buttons.
Along with closing the pane, you can use these buttons to:
- Open in a new application tab - this opens the ticket as a new tab
- Open in a new browser tab - this opens the ticket in it's own browser tab
Reports
Reports folders can be managed by using the Reports dropdown in the toolbar.
Along with any Report folders that are created by you or shared with you, there is also the Standard Reports - these are TeamDynamix out of box reports.
To run any report, select the report directly from the options on the left. The report will run automatically.
Application Dashboard Configuration
Select the Dashboard from the application elements. A message will indicate that your Pitt Main Tickets dashboard has not been configured yet. Select Get Started to configure your dashboard link, or select the Edit Dashboard button. You will use this option to edit the desktop later on if needed.
A new window opens. By default, the layout is set to two columns. To change the layout, select the Edit Layout button.
Next, drag and drop the content to the columns from the Available Content section. The available contents contain the reports made available to you by the admin team, and some additional out-of-the-box reports. We recommend that you add the 1}Service Teams' Open Tickets and the 2} My Open Tickets reports. Additionally, you can add additional content you may find useful.
When ready, select Save. A message will indicate that the changes were saved. Close the desktop configuration window.
Once you refresh the desktop, the content will appear. To modify the desktop layout or content, select the Edit Dashboard button.
Related Information
Additional TeamDynamix Ticketing articles