TeamDynamix - How To Create a Scheduled Ticket

Objective

Following these steps will allow you to create a scheduled ticket process that will automatically create tickets at specified intervals or dates.

Environment

TeamDynamix

Before You Begin

You will need access to TeamDynamix TDNext.

Steps

Creating a Scheduled Ticket

1. From the TDNext Desktop, select the Tickets tab or select it from the Application Menu in the upper left-hand corner.
2. From the Tickets tab, select the gear icon in the upper right-hand corner to open the menu, then select New Scheduled Ticket.
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3. The New Ticket Schedule window will pop-up. From here, you can enter the information you would like pre-populated in your ticket.
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4. Schedule Considerations:
   1. Only the schedule's creator can view or edit the schedule.
   2. Fields with a red asterisk are required and required a selection or entry to save the schedule.
5. Once you have finished completing the necessary fields, click the Save button to save your schedule.

Editing a Scheduled Ticket

1. From the TDNext Desktop, select the Tickets tab or select it from the Application Menu in the upper left-hand corner.
2. From the Tickets tab, select the gear icon in the upper right-hand corner to open the menu, then select My Schedules.
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3. Click on the name of the schedule to open it in a pop-up window then click the icon to modify the schedule.
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4. Click the Save button to save any changes made.

Testing a Scheduled Ticket

1. From the TDNext Desktop, select the Tickets tab or select it from the Application Menu in the upper left-hand corner.
2. From the Tickets tab, select the gear icon in the upper right-hand corner to open the menu, then select My Schedules.
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3. Click on the name of the schedule to open it in a pop-up window then click the icon to modify the schedule.
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4. In the pop-up, click Create Now to create a ticket based on the current settings.

Schedule Details

• Name – The set name of the ticket schedule item used to distinguish it from other schedules.
• Schedule – The time interval to use for ticket creation
  • Daily
    • Every X Days – The ticket will be created every X days, regardless of what day of the week the schedule falls on.
    • Every Weekday – The ticket will be created every weekday and excluding Saturday or Sunday. Useful for daily tasks to complete during working days only.
  • Weekly
    • Recur every X week on day – The ticket will be created every X weeks on the selected days. For example, every 2 weeks on Friday will create a ticket every other week.
  • Monthly
    • Day X of every Y Months – The ticket will be created on the specified day of the monthly interval. For example, day 15 every 2 months will create a ticket on January 15 and March 15 assuming a start time of January 1. If the day is not valid for a given month (e.g. February 30th), the ticket will instead be created on the last day of the month.
    • The First/Second/Third/Fourth/Last Day of every X months – The ticket will be created on the specified interval of the specified day. Useful for tasks that are routine for a specified monthly cadence, such as the first Friday of every month.
  • Yearly
    • Recur every X years – How many years between tickets to create. For example, every 4 years will create a ticket every time the Chicago Bears need to draft a top QB prospect in the first round.
    • On Month Date – The ticket will be created on the specified month and day, e.g. April 2nd, every year.
    • On the First/Second/Third/Fourth/Last Day of Month – The ticket will be created on the specified interval of the specified day. Useful for monthly tasks that are routine for a specified yearly cadence, such as the first Monday in January.
• Start Date and Time – ​​​​​​​The effective starting date of the schedule. If the starting date is in the past, TDX will not retroactively create tickets for the cadence specified, but will create a ticket on the next valid date.

Ticket Details

The specifics of the ticket are generally be defined in a Ticket Template (link), but some details that may not in the template will be specified here.

• Classification – ​​​​​​​​​​​​​​Required. Most scheduled tickets will be Service Requests or Changes. See TDX's ticket classification (link) article on information about classification differences.
• Template – ​​​​​​​Required. See TeamDynamix - How To Create a Template (link) for information on how to create a template.
• Requestor – Required. ​​​​​​​The person that the ticket will be created for.
  • Notify – When selected, the scheduled ticket process will notify the requestor that the ticket has been created.
• Acct/Dept – ​​​​​​​Required. This will typically automatically be set by selecting the requestor.
• Responsible – ​​​​​​​The responsible person or group, typically related directly to the person making the scheduled ticket.
  • Notify – When selected, the scheduled ticket process will notify the responsible person or group that the ticket has been created.
• Assets/CIs – ​​​​​​​Any Assets or CIs that may be involved in the scheduled ticket. Useful when creating scheduled change orders.
• Start Date – ​​​​​​​The relative start date of the ticket.
• Due Date – ​​​​​​​The relative due date of the ticket.

For more information about these fields, see the Anatomy of a Ticket job aid (link).

More Information

See also TeamDynamix's article on creating and managing Scheduled Tickets (link).