TeamDynamix - Responsibility Assignment Scenarios Guide

Summary

Sometimes getting a ticket assigned to the correct User and/or Support Group can be a challenge depending on the User's group memberships and which one is set as their Primary Group. The table below will guide you through the steps needed to ensure the ticket is assigned correctly and as intended.

Body

Objective

Following the steps in the table below will ensure that the ticket gets assigned to the correct User and/or Support Group regardless of the User's overall group memberships and which is set as their primary group.

Environment

TeamDynamix

Before You Begin

Each row header indicates where the ticket needs to be assigned. Each column covers a different scenario for the User's group membership. Membership in more than two groups does not change the process.

Steps

A picture view of this table is available in the Additional Info section below.

  User 1 is a member of both Group A and Group B; neither is primary User 1 is a member of both Group A and Group B; Group A is set as primary User 1 is a member of Group A only, which is not set as primary
New ticket needs to be assigned to User 1 in Group A
  1. Set Responsible to Group A
  2. Save the ticket
  3. Go to Actions > Reassign Ticket
  4. Search for User 1 (non-filtered list)
  5. Save update
  1. Set Responsible to User 1
  2. Save the ticket
  1. Set Responsible to Group A
  2. Save the ticket
  3. Go to Actions > Reassign Ticket
  4. Search for User 1 (non-filtered list)
  5. Save update
New ticket needs to be assigned to User 1 in Group B
  1. Set Responsible to Group B
  2. Save the ticket
  3. Go to Actions > Reassign Ticket
  4. Search for User 1 (non-filtered list)
  5. Save update
  1. Set Responsible to Group B
  2. Save the ticket
  3. Go to Actions > Reassign Ticket
  4. Search for User 1 (non-filtered list)
  5. Save update

 
New ticket needs to be assigned to Group A
  1. Set Responsible to Group A
  2. Save the ticket
  1. Set Responsible to Group A
  2. Save the ticket
  1. Set Responsible to Group A
  2. Save the ticket
New ticket needs to be assigned to Group B
  1. Set Responsible to Group B
  2. Save the ticket
  1. Set Responsible to Group B
  2. Save the ticket
  1. Set Responsible to Group B
  2. Save the ticket
Existing ticket is assigned to User 1 in Group A and needs to be assigned to User 1 in Group B
  1. Go to Actions > Reassign Ticket
  2. Search for Group B
  3. Save update
  4. Search for User 1 (non-filtered list)
  5. Save update
  1. Go to Actions > Reassign Ticket
  2. Search for Group B
  3. Save update
  4. Search for User 1 (non-filtered list)
  5. Save update

 

Additional Info

Screenshot

 

Details

Details

Article ID: 2032
Created
Tue 11/5/24 1:57 PM
Modified
Tue 11/5/24 2:01 PM