Overview
Tickets in TeamDynamix are used by technicians to restore service to users who have experienced issues (incident management), fulfill service requests and/or handle problem/change/release management.
One of the most common uses cases is incident management. When an incident occurs, users are able to submit service requests in the Client Portal for assistance from a technician. If configured correctly, a ticket will be created for the request in one of the organization's ticketing applications. This ticket can then be processed by a technician to ensure the request gets a response. Depending on the type of issue encountered, technicians are able to change the classification of the ticket as needed.
Creating a New Ticket in the Client Portal
A client user who needs assistance would use the Client Portal to submit a ticket request or report an incident.
To create a new ticket request:
1.) Enter a Client Portal application and go to Services to access the organizations Service Catalog.
2.)Select the Service Category.
3.)Select the Service you would like to request.
3.a)
3.b)
4.)Click the button indicating request the service.
5.)Fill out the ticket form as required.
6.)Click the Request button.
