FAQ: Ticketing Applications in TeamDynamix (For TDX Agents)

A Ticketing Application is a self contained area in TDX that creates a home for tickets. Each ticketing application has its own security rules, ticket types, and users, allowing us to preserve security and confidentiality within our organization. Think of a ticketing application as a house with a tall privacy fence. You can only come in with an invitation, but you can toss tickets over the wall to different ticketing applications, even if you don't have access to see the tickets in that house.

We currently have the following Ticketing Applications:

• Tickets - this is our catch-all for most tickets, including IT, TLED, EPMO, and others
• Information Security - for confidential InfoSec tickets. The Infosec team has access to this ticketing application as well as Tickets and may do work in both.
• Human Resources
• Payroll

If you don't have agent access to a Ticketing Application and you want to submit a ticket there, you can always submit through the client portal.

For example, if you are part of the IT team and need to submit a Human Resources ticket, you can:
1. Open the Client Portal.
2. Go to the Service Catalog.
3. Select the Human Resources category.
4. Choose the appropriate request type and fill in the required details.
5. Submit your ticket.

Users may submit a ticket that belongs in a different Ticketing Application. To move it, click on Actions -> Move to Application: 

Then click the Application you wish:

If you do not have access to the new application, you will no longer be able to see the ticket.

Switch between Ticketing Applications by clicking View Applications in the top center of the Agent view in TeamDynamix (after Austin Community College District):