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Updating tickets is an important process within Team Dynamix. It allows users to make comments and send notifications regarding the service being rendered on an incident. To update a ticket first you will need to open the ticket you wish to edit. Once located scroll down the page until you see the green ‘Update‘ button.
‘Click’ the ‘Update’ button, this will direct you to the screen pictured below.
On this screen you will see several options: ‘New Status‘, ‘Comments‘,’Private Comments’, ‘Notification‘, ‘Notify Other People‘ , and ‘Other Email Addresses’
New Status -The status of an incident consists of
- New - No action has been taken on Ticket
- Open – Technician has acknowledge ticket
- Resolved – Technician has resolved issues and awaits conformation from requestor
- Closed – Ticket is complete
- Cancelled – Requestor withdraws ticket
- On Hold – Technician has placed ticket on hold
Each status should be used in specific stages of work as defined by the group to who the incident is assigned.
Comments - Comments are used to show why a ticket’s status has been changed or to describe steps taken to resolve the incident.
Private Comments – If check comment won’t be added to client portal
Notification – Notifications are used to alert collaborators and or the Requester to status changes or of work being done on the incident.
Notify Other People – this function is used to notify people not initially associated with the incident.
Other Email Addresses – This function is used to notify individuals with a non-University of Dayton email account.
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Also found within the ‘Update’ window are: ‘Attachments’ (shown below) and ‘Knowledge Base Article’ (shown below).
Attachments- This function is used to attach documents, pictures, or other files related to the ticket.
Knowledge Base Article- This function can be used to cite related articles from our knowledge data base.
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![Text Box: Attachments- This function is used to attach documents, pictures, or other files related to the ticket.
Knowledge Base Article- This function can be used to cite related articles from our knowledge data base.]()
When you have finished updating the incident be sure to click the green ‘Save’ button located in the upper right of the incident window.