**Ticket Handling**

< !!! INTERNAL USE ONLY !!! >
Not for distribution directly to end user

Overview

This article explains how to use common ticket actions in TeamDynamix, including Update, Comment, Take, Reassign, Unassign, Edit Classification, and Edit. For follow-up timelines, escalation standards, On Hold procedures, and communication expectations, see TDX Ticket Handling Standards: Follow-Up, Escalation, and Communication.

Audience

ITS Staff

Procedure

Update

Use Update when you need to make a ticket update that may include one or more of the following:

• Change the ticket status
• Add a comment to the ticket[1]
• Notify the requester
• Notify additional CCBC or non-CCBC email addresses[3]
• Update available ticket fields or custom attributes while the ticket is being worked[2]

Before saving the update, review the notification fields to confirm the correct recipients are included.

Take Service Request/Incident

• Use Take when you are accepting responsibility for working the ticket.
• This moves the ticket from the assigned group queue and assigns it to you.

Reassign Service Request/Incident

• Use Reassign when the ticket needs to be assigned to another responsible person or group.
• Before reassigning, confirm the new assignment is appropriate and document any information the receiving person or group needs to continue the work.  

Unassign Service Request/Incident

• Do not use this option unless directed by a supervisor or manager.
• Unassigning a ticket can remove ownership and may cause the ticket to sit without a clear responsible technician or group.

Edit Classification

• Use Edit Classification only when the ticket classification is incorrect and needs to be changed. Examples may include correcting whether the ticket is classified as an Incident or Service Request.

Comment

• Use Comment for customer-facing communication through the ticket.
• The comment uses the email address tied to the requester account. If the requester account is not working, the requester email address is incorrect, or the requester is using a generic account, the user may not receive the comment notification. In those cases, use Update and include the appropriate email address in the notification field.

Internal Communication

• For team-only communication, make sure Private is selected before saving the comment or update.
• Private comments are only visible to users with access to the ticket in TDNext. They are not visible to the requester or standard end users.

Edit

• Use Edit only when an original ticket field needs to be corrected.
• Examples include correcting the requester field or other ticket details entered when the ticket was created.