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Actions Menu
While in the ticket detail, the Action button is towards the top left of the screen A number of options are available through this menu:
Note: the items in the Actions menu are dynamic and reflect the current classification (Service Request, Incident, Change, etc.) of the ticket opened - we will use Service Request throughout this article
Update
Allows you to provide a status update on the ticket and optionally notify people and groups related to the ticket
Generate Bomgar Session
If your organization uses Bomgar, a popular remote support platform, you can use the Generate Bomgar Session option to create a new Bomgar session tied to the ticket.
Add to My Work
Will only appear if the ticket is assigned to you or a group you are a member of. Clicking this option will assign the ticket to you and add the ticket to your My Work list in the My Work application.
Take Service Request
Will only appear if the ticket is assigned to a group that you are a member of. Clicking this option will assign the ticket to you, listing you as the primary responsible person on the ticket.
Assign Service Request or Reassign Service Request
You may see Assign Service Request or Reassign Service Request depending on whether there is a person or group assigned to the ticket. Assign Incident allows you to assign responsibility for a ticket to a person or a group. You can even use this option to assign the ticket to yourself, if Take Service Request isn't available. When reassigning, you have the option to provide a comment and notify the new responsible person or group, which will email them with information about the new assignment.
Unassign Service Request
Is used to remove all responsible persons or group from the ticket. This will leave the ticket unassigned. It's generally suggested that you reassign, rather than unassign tickets, to avoid them falling through the cracks.
Assign SLA or Reassign SLA
You may see Assign SLA or Reassign SLA, depending on whether there is a Service Level Agreement, or SLA on the ticket. SLAs are not currently being utilized in Wilks ITSM.
Remove SLA
Only shows up if there is already an SLA on the ticket and allows you to remove the SLA from the ticket.
Edit Classification
Can be used to change the ticket's classification to any other active classification in the ticketing application. For example, you could change a ticket from a Service Request into an Incident, or an Incident into a Service Request.
Set Parent
Is used to make the current ticket a child of another existing ticket. This is typically used to create a parent-child relationship, allowing you to see the child tickets grouped under the parent. The child ticket will stay open and will be linked to the parent ticket.
Create Parent
Is used when the parent ticket doesn't already exist. It enables you to create a new ticket and make the current ticket its child.
Copy Service Request
Allows you to create a duplicate ticket. The newly created ticket will have the same field values, workflows or tasks, and attachments as the original ticket.
Create Service Request Template
Can be used to create a template based on the field values in the current ticket. The template can then be used when creating future tickets.
Merge Into
Using the Merge Into option will merge the current ticket into an existing ticket. As a result, the current ticket will no longer exist. This is typically used to get rid of duplicate tickets.
Move to Application
Move the ticket into another ticketing application. You will only be able to move tickets to other applications you have access to. When the ticket is moved, any fields that exist in both ticketing applications will be transferred. Otherwise, if there are fields in this ticketing application that the other ticketing application does not have, the values will be added to the Feed so the information isn't lost.
Convert to Project Request
Enables you to convert the ticket into a project request, which will be added to the Portfolio Planning application to be vetted. This is typically used when someone submits a ticket for a larger undertaking that would be better tracked as a project.
Convert to Project
Will convert the ticket into a new project, bypassing the Portfolio Planning application and going directly to the Projects/Workspaces application.
Add to Calendar
For tickets that have both a start date and an end date, you can choose to Add to Calendar to add the ticket to the Calendar application in TDNext. If the ticket is already on your Calendar, you'll see an option to Remove from Calendar instead.
Flag
You can Flag a ticket to mark the ticket in order to keep track of it, even if you are not assigned to the ticket or associated with it in any way. Flagged tickets appear in a desktop module which you can use to keep an eye on specific tickets. If a ticket is already flagged, you'll see an option to Unflag the ticket instead.
Forward
Is used to email the details of the ticket to a person, similar to forwarding any other email. The person you choose to forward a ticket to does not need to have a record in TeamDynamix.
Assign Workflow or Reassign Workflow
You may see Assign Workflow or Reassign Workflow depending on whether there is a workflow assigned to the ticket. You can use this option to initially assign a workflow or change the existing workflow.
Remove Workflow
Enables you to completely remove a workflow from the ticket.