Team Dynamix - Interacting with Tickets
Contents
Checking the Status of a Ticket
Ticket Statuses and Their Meanings
Creating Tickets
There are three ways to create a ticket to report an incident to or submit a service request to ITS:
Phone
(518)442-3700
Web
Creating a ticket for an incident or service request will generate an email that is sent to you containing your ticket number and a summary of the ticket created.
Checking the Status of a Ticket
Web
ITS recommends using the TDX Client Portal to check the status of your ticket. There are two ways to access your ticket via the web:
Click the URL link found in your ticket’s email notification to access your ticket via the web
Log into the TDX Client Portal and click the “View Your Ticket Requests” link
Updating Tickets
When an email is sent to you from an existing ticket, it will come from the address tdx-notifications@albany.edu.
When you reply to this email, it will send an email to tdx-replies@albany.edu.
Note that at the bottom of an email from a ticket, there is a code (also called a “reply token”) that should not be modified when replying to the email.
If that code is modified, the system will not know what ticket to add your reply to. A reply token will also be generated and placed in the email header of the message you are sending.
DO NOT send replies to the askit@albany.edu address, as it can only process new tickets.
Any email that is sent to askit@albany.edu that contains one of these two tokens will not update your ticket, since these tokens can only be properly handled by the tdx-replies@albany.edu mailbox.
Phone
Call the Service Desk at 518-442-3700 and provide the ticket number to the agent who answers.
The ITS Service Desk agent will look up your ticket and document the update you need to make.
Web
There are two ways to access your ticket via the web:
Click the URL link found in your ticket’s email notification to access your ticket via the web.
Log into the TDX Client Portal and click the “View Your Ticket Requests” link
By default, only tickets in the statuses “New”, “In Process”, “Waiting On End-User”, “Waiting on Vendor” and “Waiting on Hold-other” will be displayed.
You can look up “Completed” tickets by selecting those in the filter for the view of your tickets.
Select the ticket you wish to update, then scroll down the ticket to where the “Feed” is located. Click the “Comment” button to add a note to your ticket. Your Comment will be added to the ticket Feed.
If a ticket is no longer needed, you can open the ticket and click the “Withdraw Request” button to cancel your ticket.
Note that only the Requestor can view and update the ticket in the Client Portal
Ticket Statuses and Their Meanings
New - Your ticket has been created and is awaiting assignment to the ITS team who will address the issue.
In Process - Your ticket is assigned to the team who will work on the issue, and ITS will respond to you shortly.
Waiting on End-User - Your response is required before ITS can continue working on your request.
Waiting on Vendor - A vendor response is required before ITS can continue working on your request.
On Hold - Other - Check the ticket feed for details.
Completed - ITS believes the issue is resolved. If the issue is not resolved to your satisfaction, keep this ticket active by replying or updating it within 7 days.
Closed - A ticket has been in “Completed” status for 7 days without an update. The ticket resolution is finalized, and the ticket will no longer be updated. If the issue reappears or another question arises on the ticket, a new ticket must be opened.
Canceled - The ticket was canceled at your request.
Glossary
Feed - A list of system messages tracking edits and status changes, as well as communications between users on a specific ticket. The Feed is located at the bottom of the ticket details view.
Reply Token - A code in both the header and body of an email message from a ticket that when included an in email to the Service Desk, will direct the Team Dynamix ticket system to update the correct ticket. Only works for emails sent to tdx-replies@albany.edu. Emails with a reply token sent to askit@albany.edu do not get processed and will not be added to tickets.
Requestor - The end user who creates a ticket. The Requestor can be updated or changed by ITS as needed if the ticket is opened on behalf of another end-user. For example: A department manager opens a ticket asking for a workstation for a new employee. While the manager is the original Requestor of the ticket, ITS will update this to be the new employee.
Responsible - The group or agent in ITS who is assigned to work on a ticket or ensure that the ticket is completed.
Status - An indicator that displays the work progress for a ticket.