This article show how to set up at tickets desktop in TDNext.
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. Consult your unit’s training materials 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.
TDNext is an application suite within TeamDynamix (TDX) where the ticketing, asset, and project management applications are housed. As a technician who manages tickets, the TDNext ticketing application is where you will spend much of your time in TeamDynamix.
Depending on your unit’s configuration, you may have access to more than one ticketing application. Each ticketing application is distinct and has its own set of tickets. The first time you open any ticketing application, you will be required to configure the Tickets Desktop for that ticketing application. Application-specific desktops may only contain items from that application, unlike the main TDNext Desktop, which may contain items from any applications to which your unit has access.
This job aid provides an overview of the following features in TDNext:
The application menu is located at the top left of the screen and displays all the TDNext applications to which you have access, such as your ticketing application, People and My Work. What you can see in the applications menu depends on your permissions and unit settings. Access to these applications within your unit may vary from person to person.
The applications listed in the menu are ordered alphabetically, except for Desktop, which is listed first, and Help, which is listed last. Clicking Help opens the TDX Knowledge Base where you can view a variety of TeamDynamix support articles.
To open the ticketing application, follow the steps below.
NOTE: TDX recommends using the latest version of either Google Chrome or Mozilla Firefox web browsers.
NOTE: The first time you log into TDX, you may see a welcome message appear. You may close the window by clicking the X in the upper right corner or select for that message not to be shown again by clicking the check box at the bottom of the welcome message window.
NOTE: Applications to which you have access will appear in alphabetical order, except for Desktop and Home, which remain in the first and last positions respectively.
NOTE: This opens the ticketing application desktop in a new tab in TDNext. The ticketing application displays the fields you selected when you set up the desktop for that application. An example of a Tickets Desktop is shown below. The next section covers setting up your Tickets Desktop.
The first time you access a ticketing application, you will see a blank desktop and will need to configure it.
NOTE: You may also type a description of the desktop in the Description field.
NOTE: A message appears stating “Changes Saved.”
NOTE: As with the main Desktop set up in TDNext, this feature allows you to organize how your items will appear in your Tickets Desktop. You can select from several pre-arranged layouts.
NOTE: Your tickets application desktop has been successfully created. A notification at top of the window stating Changes saved will appear.
NOTE: This will take you back to the main TDNext desktop window. You must refresh your browser and click on the ticketing application tab to see the changes in your Tickets Desktop.
The default view of your Ticketing Application will show the items you selected when you configured your Tickets Desktop, as well as the main menu bar across the top, the ID/Search field in the upper right corner, and the left navigation menu, which provides quick access to many features, standard filters, and reports.
You should become familiar with the items available on the left navigation menu, which provides quick access to many features, standard filters, and reports.
Some of the default standard reports and filters available in the left navigation menu are:
For example, the Assigned to Me standard filter displays tickets that are assigned to you. Depending on your role at the organization, you may also be assigned to tickets to review and approve. The Awaiting My Review standard filter displays any tickets where you are listed as the reviewer. Reviewers are defined at the ticket type level by your organization's TeamDynamix administrators.
To access the Tickets home base:
The Tickets home base view shows you all tickets that are in a New, Open, or On Hold status class. Anyone with access to a ticketing application can see all of the tickets in that application by clicking on the Tickets home base.
There are ways to narrow down the list of tickets in the home base and show only tickets you are interested in. Some of these options includes filters and reports. For more information on filtering tickets, see the job aid for Searching and Filtering Incident Tickets in The Ticketing Application.