Move a TDX Ticket to a different TDX Ticketing application.

Question

How do I move a TDX Ticket from my ticketing application to a different TDX Ticketing application?

 

Answer

It is common for external parties, faculty, staff, or students, to reach out to the wrong campus or department. In such instances, the technician who receives the call, email, or ticket has the capability within TeamDynamix (TDX) to transfer that ticket to another TDX Ticketing Application. The subsequent steps should be adhered to when relocating a ticket to a different ticketing application.

  • Use TDNext to open the ticket that needs to be moved.
  • From the General tab select the Actions button and select the “Move to Application” value from the drop-down list.
  • From the “Select Destination Application/Form” screen select the appropriate ticketing application and ticket classification.
  • Review the warning message that lists the types of data that will be permanently lost as a result of the move process. Do not proceed if the data to be lost is not acceptable.
  • Uploaded Image (Thumbnail)Enter comments into the Comments field explaining the reason and nature of the ticket move to the destination ticketing application.
  • The Form field, determine if the ticket is of type Incident or Service Request. If the ticket type is Incident you should search for and select the “Move Ticket – General Incident” form. If the ticket type is Service Request you should search for and select the “Move Ticket – General Request” form.
  • Some form fields will automatically fill in with a value. Please do not alter any fields that are pre-filled.
  • Please fill in any remaining required fields.
  • Status field, set Status to New if it does not already default to the New value.
  • To transfer the ticket to the desired ticketing application, click the Move button located at the top of the Move to form. The ticket will retain its original ID while being relocated to the new application.
  • The ticket move process is now complete.

 

For Additional Assistance

Please contact the Division of IT Enterprise Service Management team servicemanagement@missouri.edu for any additional assistance you may need with TDX.

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