Who can use this feature?
- To update tickets, you must have any one of:
- Ticketing Application-level Security Role permissions:
- The user will be able to update all tickets and ticket tasks regardless of type
- OR The user will be able to edit all tickets regardless of type
- OR be the reviewer of the ticket
- OR be primarily assigned with the Ticketing application-level security role permission: The user will be able to edit tickets for which they are primarily responsible
You will update tickets when you complete a milestone during the work or when you need to change the ticket's state. Updating the ticket is also how you will close it when work is complete.
To update the status of a ticket:
- In Work Management, navigate to the Ticketing application and open the desired ticket.
- Click Actions > Update at the top of the ticket. There is also an Update button above the ticket Feed section.
- The Status badge in the top-right corner of the ticket indicates its current lifecycle state (e.g., New, In Progress, Resolved, Closed). Use the New Status drop-down to choose the new status. For example, if you are starting work on a ticket, set the status to "In Process."
- A Comment is required when updating the status. If there is a Templates button in the top-left corner of the text area, use this menu to select a preconfigured comment for common situations such as providing frequently requested information or sharing resolution steps.
- The Make comments private checkbox controls whether comments are visible in the Client Portal — checking it means only those viewing the ticket in the ticketing application can see the comment. Note that if you choose to send a notification to the requester, they will still receive an email even if the update is marked private. If the update is marked private but the person you are notifying is not a member of the ticketing application, an alert will appear suggesting that you make the comment public.
- Use the Notify field to select a person or group associated with the ticket to be notified directly about the update. In your organization, the requester may be notified by default. You can click the group icon to add all associated people at once.
- To notify someone not already associated with the ticket, use the Notify Other People box. Only people with a record in TeamDynamix will appear when you begin typing.
- If the person you want to notify does not have a TeamDynamix record, enter their email address in the Other Email Addresses box. Separate multiple addresses with commas.
- When finished, click Save.