This job aid uses default terms and forms as examples to illustrate how to use specific functions and complete tasks within TDNext. Your unit's configuration of TDNext may differ from what you see in this job aid. Please consult your unit-specific training material and/or your unit administrator for questions or clarifications.
Incident – An ITIL term used to describe an unplanned interruption to an IT Service or a reduction in the quality of an IT Service.
Responsible Group or Individual – A TDX term used to describe the person or persons (group) responsible for proper execution for getting the job done.
Classification – A TDX term used to refer to different kinds of tickets, such as Incident, Service Request, Problem, Change, etc.
Type – A term used to refer to various ticket types that are determined and set up by the user’s unit. Types refer to specific topic areas for tickets within Categories (for example, Category would be "Communication and Collaboration," but the Type would be "Email and Calendar"). Ticket Types can also be associated with specific SLAs, Time Types, and Expense Accounts.
For more TDX terms and definitions, please refer to the Glossary.
TeamDynamix allows you to add attachments to your tickets in the ticketing application. The attachments system supports file uploads from a computer or attaching external documents from other file hosting services. For detailed information about file requirements and size limits for attachments, see the TDX knowledge base article Attachments in TeamDynamix.
The attachments function does not currently provide information about attachments in the ticket Feed area. If you delete an attachment, TDNext does not currently note this in the ticket Feed or anywhere else, and the attachment is permanently deleted.
This job aid covers the following topics:
NOTE: The options in the Add Attachments window will vary based on your unit’s or organization’s configuration. Select the option that is appropriate for your task. In this example, "from your computer” is selected. Only one file may be attached at a time using this method.
NOTE: If you wish to replace any existing attachments that have the same name as the new attachment, click the check box next to Overwrite existing files with the same name. A notice will appear at the top of the Add Attachments window stating that your file upload was successful. You may also add more attachments to the ticket using the Add Attachments window after successfully adding each attachment.
NOTE: The attachment(s) will appear in the ticket Details window.
NOTE:The file you selected appears in the Browse field under Add New Attachment(s) in the Attachment Lookup window.
NOTE:A note appears at the top of the Attachment Lookup window stating that the Files uploaded successfully. The file now appears in a list belowthe Browse field with a check box to the left. You canadd multiple files in this list by repeating Steps 5 – 7 above.
NOTE: The upload window closes, and you return to the ticket update window. The attached items appear in the Attachment(s) field in the ticket Details.
NOTE: You must make a comment in the Comments box before the ticket will allow you to save it. The attachment(s) now show in the ticket Details window.