Topic
This article outlines the general information surrounding the types of tickets and usage of the client portal for ticketing in TeamDynamix.
Details
- What is a General Support ticket?
- A General Support ticket is anything you need support for. It could be a Question, Incident or Service Catalog Request. If you are requesting a service, that can be done directly from our service catalog, but if you are looking for general support, troubleshooting assistance, or aren’t sure where your ticket should be entered into the system, putting in a General Support ticket from the main portal page will allow us to triage and route your ticket appropriately. This can be done by using the "Submit a Ticket" button on the TeamDynamix Client Portal Home Page.
- How do I check the status of a ticket?
- You can check the status of your tickets by selecting "My Tickets" on the portal home page.
- How do a cancel or resolve a ticket?
- To cancel a ticket because you no longer need support, you can use the “Withdraw Request” button in the system or update the ticket with a comment for a technician to close out the ticket on your behalf.
- How to I respond to a ticket?
- To respond to a ticket, you have several options. You can reply to the email you receive stating that there was an update, or you can choose to click on the link to access the ticket and enter your comment in the text field opened by clicking on the "Comment" button. All updates will be automatically sent to the technician responsible for your ticket. Additionally you can access the ticket via the portal instead of the email link to enter comments.
- What does a ticket being resolved mean?
- When a ticket is resolved it means that we believe the issue has been addressed, service has been completed and/or the question has been resolved to your satisfaction. Upon resolution, the owner of the ticket will receive an email notifying them that their ticket has been resolved. If the issue is resolved there is no further action required by the user. After three days the ticket will change from resolved to closed. If the issue is not resolved, the user can request the ticket be reopened via the email notification and the ticket will return to an active state for further support.
- Can I reopen a closed ticket?
- Once an ticket changes from resolved to closed it cannot be reopened. You can however open a new ticket for further support if needed.
- Can I view other people's tickets?
- In TeamDynamix you can view all tickets put in by your institution with SICAS. For a list of all Tickets from your institution in addition to just your own, please check the box “Include requests from my accounts / departments” on the "My Ticket" view in the Client Portal.
- Can I subscribe to other tickets?
- No, this is not a feature offered by TeamDynamix. However a ticket Requester can add additional contacts to a ticket upon creation or by request.
- Can I add other contacts to my ticket?
- Additional Contacts is an optional field upon ticket creation that you can use to add additional stakeholders to your ticket. Additionally, the requester can put in a comment on the relevant ticket and a SICAS team member can add new people to the list of contacts associated with that ticket. This will allow them to follow ticket updates and receive notifications and communication and is similar to the watchlist functionality in ServiceNow.
Additional Information
For additional support, please enter a General Support ticket in the Client Portal, or email sicascen@oneonta.edu.