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.)
  
  
• 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:
  • Technicians Desktop Set-up and Taking Tickets in TeamDynamix (TDNext)
  • My Work Application in TDx

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.
  
  
• 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.
  
  

Tickets

• This section offers several delivered reports that show the status of Tickets for the Technician.
• Reports cannot be modified from this view.
  
  

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.
  
  

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.
  
  

Ticket Tasks Reports

• This section lists reports on tasks within 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.
  
  
  

Editing the IT Tickets Desktop

1. Click on Edit IT Tickets Desktop in the sub-menu.

   
   

2. Click the Edit Layout button.

   
   

3. Click on the layout that reflects how you want to organize the data on your desktop.

   
   

4. Under Available Content, click on the report and drag to the column in which you want it to display.

5. Repeat until you have all the content desired, then click the Save button when you are done.

   
   
    

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.
  
  
   

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.