Body
Question
How do I edit an existing ticket in TeamDynamix?
Environment
Information
Editing a ticket allows technicians to directly modify form fields and underlying attributes, such as Title, Requestor, Responsible, Status, Priority, Service, or Custom Attributes, on the main ticket form.
Technicians typically need to Edit a ticket when:
- Cleaning up new tickets: Adjusting inaccurate titles, correcting missing requestor details, or filling in required custom attributes immediately after a ticket is created.
- Handling transferred tickets: Updating fields, categorization, or service parameters when a ticket has been moved from another application, queue, or department.
- Correcting ticket metadata: Adjusting initial impact or priority settings, or fixing typos directly on the ticket form without triggering a formal comment.
Note: Editing a ticket updates its core parameters directly. Reassigning a ticket to another group or technician, logging ongoing progress comments, recording time, or notifying stakeholders should be done by updating the ticket (via the Actions menu, then Update).
Answer
To edit a ticket in TeamDynamix:
- Log in to TeamDynamix and navigate to Work Management (opens in a new window) (formerly TDNext).
- Locate the desired ticket on your dashboard or by using the top search bar, and select its ID number or Title to open it.
- Select the Edit button located at the top of the ticket detail page.
- Modify any necessary fields on the form (e.g., Title, Requestor, Responsible, Status, Priority, Description, or Custom Attributes).
- Note: Ensure all required fields (marked with a red asterisk) are completed, or the ticket will not save.
- Select Save at the top of the form to apply the changes.