This article describes how a Technician uses Desktops (IT Tickets & My Work) in the Technician Portal (TDNext) to manage tickets assigned to Individuals and Groups.
- Desktop applications are located in the Applications Menu on the far left. (Click on the blue waffle icon to view available applications.)
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- Select desired applications to display on the Desktop top menu bar.
- Select Services and Knowledge Base to be redirected to those pages.
- See detailed instructions attached at the right:
Dashboard Desktop
- The Dashboard Desktop offers reports, charts and graphs from more than one application (e.g., Tickets, Assets, Projects) and can be displayed in one place.
- Custom reports may be created and displayed on the Desktop.
- Many different Desktops can be created by the User.
- Charts and Graphs can be modified by the User to Filter for specific Responsibility, Department or Ticket Type.
IT Tickets Desktop
Desktop
- The IT Tickets Application offers several options that are customizable but are built from delivered reports, charts and graphs as they specifically relate to IT Tickets.
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- Users can only create one Desktop to display different report views at a glance.
- Reports used are restricted to:
- Delivered Reports (Tickets and Standard Reports)
- Custom Created Reports
Groups
- Groups is a link to the list of all Ticketing Groups in TeamDynamix.
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Tickets
- This section offers several delivered reports that show the status of Tickets for the Technician.
- Reports cannot be modified from this view.
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Standard Reports
- This section offers several delivered reports that show the status of Tickets for the entire campus. Reports cannot be modified from this view.
- Detailed lists of data are available by drilling on areas represented by the charts or graphs.
- Click on any report to view results.
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Ticket Reports
- This section lists reports on tickets that are:
- Created by the User
- Shared with the User by the system administrator (and modifiable by the User)
- Click on any report and run to view results.
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Ticket Tasks Reports
Editing the IT Tickets Desktop
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Click on Edit IT Tickets Desktop in the sub-menu.
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Click the Edit Layout button.
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Click on the layout that reflects how you want to organize the data on your desktop.
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Under Available Content, click on the report and drag to the column in which you want it to display.
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Repeat until you have all the content desired, then click the Save button when you are done.
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My Work
The My Work Tab automatically updates with tickets that are assigned to a Technician or a Group.
My Assignments (think Group)
- Use this section to view what work is assigned to the group(s) to which you belong.
- Team members use this to keep abreast of new issues or to provide coverage during team member absences.
- To assume responsibility for a ticket in My Assignments, click the +My Work link. The ticket will move down to the My Work Section (in the left menu) and the responsibility field will be assigned.
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My Work (think Person)
- By changing the Assignment to My Work, the ticket becomes assigned to an individual person and not the Group.
- When tickets are in My Work, a person can concentrate on monitoring and working on tickets that are their specific responsibility.
- Add Comments and Update and Prioritize each ticket directly from links at the bottom of each section.
- See detailed instructions attached to this article.