Ticket Management

Resources Related to the creating and management of tickets within the ITS Helpdesk

Articles (5)

** Outages- Reporting an Outage CCBC **

This article gives a procedure on what to do if a system is severely degraded or completely unavailable (except for planned outages).

**Ticket Handling**

Article providing basic information for working with tickets within TeamDynamix.

** Helpdesk Escalation Queue Quick Reference **

** TDX Ticket Handling Standards: Follow-Up, Escalation, and Communication **

This Article reinforces consistent ticket handling, contact, and documentation practices across the User Support team.

** TDX Dashboard Quick Reference **

This article provides a reference guide for understanding how tickets appear in the TDX User Support Dashboard, what each dashboard category means, and how tickets move between them.