Go to Tasks/Activities tab > locate the task > click Update or.Go to the Tickets’ General tab > select Update on the Task listed there or.Open the Task via the Tickets’ General or Tasks/Activities area and go to Actions.Taking a task is assigning the Unassigned Task to yourself. Go to Tasks/Activities tab of a Ticket > open Task > Edit.Open the task from the Ticket’s General tab and select Edit or.In your task that is assigned to you, Go to ActionsĮditing, Assigning or Deleting Ticket Tasks.They can be left unassigned but not best practice.Fill out details like date/time, description, and Responsibility.In TDNext > Application Menu > Ticketing Application.If an individual's primary group has been deactivated, it will behave as if the individual has no primary group set.Ĭreating and Assigning a Ticket Task Adding a Task to a Ticket Groups that have been deactivated will not be factored into this process. If they aren't a member of that group and don't have a primary group, it will assign the ticket directly to them and remove the old group assignment.
If they are not a member of that group, the ticket or task will be assigned to their primary group as well as the individual. If the new person is a member of the ticket or task's current group, the group assignment will stay on the ticket or task. When a ticket or ticket task is assigned to a Group or to a Group + Person, the system checks the new assigned person's groups before updating the assignment on the ticket. Impact of Reassigning a Ticket or Ticket Task That is Assigned to a Group A ticket task is therefore created for group B to fix the widget machine. In this case, it belongs to group C. One of the necessary parts of fixing the widget factory is to fix the widget machine. This ticket gets assigned to whoever owns the overall widget factory. For example, a ticket comes in for fixing the entire widget factory. The ticket is transferred to the right team that owns the overall issue.Īssigning a task brings in people or groups who need to work on some aspect or component of the overall request, even though these people or groups do not own the overall request. Group B, however, is the group that fixes the widget. For example, a ticket comes into group A for fixing the widget. Reassigning a ticket gets it to the correct owner. Tasks are used to engage other people or groups as needed. Tickets should arrive to the owning group and then remain with that group. Where to Start When to Reassign Tickets versus Create TasksĪs a best practice, organizations that use both tickets and ticket tasks should define when to reassign a ticket versus when a ticket task should be used. Once in Ticketing Application > +Add > Task. TDNext > Applications Menu > Ticketing Application. 
Navigate to creating a Ticket Task following these paths: This feature appears in the TDNext interface. Tasks are added to a ticket by the Responsible party. Ticket tasks are used to engage other people or groups to contribute to a ticket while the ownership and primary responsibility for the ticket remains the same. The user must have the TDNext access, and Ticketing application access. This getting started article will help Technicians to create and configure Ticket Tasks both in the TDNext interface in a Ticketing application.
0 kommentar(er)
