Procedure: TDX / Move a ticket to another TDX ticketing application

Objective

  • To provide instruction and guidance on moving tickets between different ticketing applications within TeamDynamix (TDX)

Scope

  • There are 29 ticketing applications currently active in Miami's site license for TeamDynamix
  • While most teams are familiar with reassigning tickets within an application, it is also now possible to move a ticket from one ticketing application to another

User

  • TeamDynamix ticketing application users

Environment

  • 10374: TeamDynamix (TDX)

Procedure

  1. Access the ticket that you wish to move from one ticketing application to another
  2. Select Actions
  3. Select Move To Application
  4. Select the ticketing application where you want the ticket to exist from this point forward
    • Note: If you already have access to the application that you are moving the ticket to, you must select a Form within that application instead of the application as documented above
    • Note: If you move a ticket to an application that you don't have access to, you will lose access to the ticket after the move
  5. Provide comments about why you are moving the ticket from one application to another
  6. Populate any required fields as necessary including Type, Responsible, and Status (if required)
    • Note: You may use the magnifying lens icon to help you make selections appropriate for each field as appropriate within the destination application
    • Note: It is always better to set a group as Responsible instead of an individual unless that individual person knows the ticket is coming and has personally accepted responsibility
  7. Select Move
  8. Confirm that you wish to proceed using the OK selection if you agree with the message that is displayed

 

Notes

  • When moving a ticket from one application to another, the following data will be permanently lost:
    • Ticket tasks and maintenance activities
    • Any relationships with parent/child tickets
    • Current custom attributes data (preserved in the feed only)
    • The current service level agreement
    • Ticket alerts
    • Associated survey requests/responses
    • Integration session data
  • Time and expense transactions, feed entries, contacts, attachments, associated assets/CIs, and read-by information will all be preserved

 

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