How do I Manage Ticket Tasks?

Questions Answered in this Article

• How do I create and assign a ticket task?

• Where can I find tasks assigned to me and my group?

• How do I take ownership and update Ticket Tasks?

Answers

All faculty & staff with a license to use the TDNext application in Team Dynamix can Manage Ticket Tasks.

Overview
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. Tasks are added to a ticket by the responsible party.

Reassigning a ticket gets it to the correct owner. For example, a ticket come into group A for fixing a widget. Group B, however, is the group that fixes the widget. The ticket should be reassigned to Group B. The ticket is then reassigned to the correct group that has ownership for fixing the widget. 

Assigning 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. For example, a ticket comes in for setting up a clients connection to a printer. This ticket gets assigned to the support group that has responsibility for setting up the printer. However, one of the necessary components of setting up the printer is to install the print driver on the clients machine and the support group assigned is unable to complete this action. A ticket task is therefore created for the support group that can install the printer driver. Upon the completion of the task, the responsible support group can move forward with fulfilling the clients request and resolving the ticket.

How do I create and assign a ticket task?

1. Open the ticket and click +Add and Task or Task Template.
   
    
2. Fill out the details for the task. *Task Templates already have these details included. 
   1. Title > What task/action needs to be completed.
   2. It is not necessary to enter a start or due date unless the task needs to be completed on a specific date and time.
   3. Estimated Hours and Complete within do not need to be entered (used for advanced tasking/automation).
   4. Responsible should be name of the support group or the individual the task needs to be assigned to for completion.
   5. Use the Description to provide as much detail as possible related to the task that needs to be completed.
       
3. After filling out the details for the task click SAVE in the top left corner of the task.

   *Please note: 

   Task Templates should be configured for repetitive task assignments where the details to complete the tasks are typically the same. For example; most every time a printer request is submitted the owning support group (iPrint) needs another support group (TAC Tier 2) to install the printer driver.

   To request a task template be created, submit the ITSM: Users, Service Catalog, Knowledge Base or myTAC Client Portal Support Request

Where can I find tasks assigned to me and my group?

1. Open the TDNext Application > click on the application menu > click on My Work.
   
   
    
2. Click on My Assignments. My assignments includes all tickets and tasks assigned to you and any support groups that you are a member of.

 

How do I take ownership and update Ticket Tasks?

1. First locate the task you want to work on in "My Assignments." The picture below is an example of a Ticket Task found in "My Assignments."
   
   
   
   There are different options available from the task:

• You can click on the name of the Task. In this example you would click "Install Printer Driver."
  From this view you can click Actions or Edit which will allow you to:
  • Edit > Change the title of the task, start & due dates, responsible group/technician, and description details.
  • Actions > Update, Print, add task to My Work or delete the Task.
• You can click on the hyper link to see the details of the service request only if the task was created from a Ticket. In this example you would click "Printer Request (#21271011).
• Click + My Work to take ownership of the task and immediately assign the task to yourself.
• Click Comment if you simply want to add a comment to the task and have notifications sent to the requestor, support group that owns the service request or support group that owns the ticket task.
• Click Update to update the % complete. If you change the percent completed to 100% the task will be completed and remove it from "My Assignments."  You can also send notifications to either the requestor or the support group that owns the service request or both. 
• Click Add Time to update the time spent on the task.
   

If you need further assistance, please submit a service request