· New: Ticket has been recently submitted
· Awaiting Approval: Ticket is awaiting approval from another entity
· Open: Ticket is currently open and unassigned
· In process: Ticket has been assigned and is in process of being worked on
· Closed: Ticket has been completed, no additional work is needed
· Cancelled: Ticket has been cancelled by requestor or staff member
· Pending Upgrade: Ticket is on hold pending an upgrade
· Waiting on Requestor: Requestor contacted, waiting for response
· Waiting on Third Party: Ticket is waiting for a third-party entity
Reassigning a ticket (within your department)
When a ticket needs to be reassigned to someone within your department:
• Open the Ticket
o Click 
o Click ‘Reassign Service Request’
Update the New Responsibility field to the appropriate individual, you can use the look up 
if necessary. Make sure to keep the ‘Notify the new resource of assignment’ checked if you want a notification sent to the individual
o You can note any comments that the individual needs to be aware of in the ‘Comments’ area
o Click Save
This will then assign the ticket to the new individual, changes the responsibility, and notifies the individual.
Reassigning a ticket (to another CTS department)
When a ticket is submitted to your department and it is meant for another department within CTS:
Open the Ticket
o Click
o Click ‘Reassign Service Request’
Update the New Responsibility field to the CTS - Service Desk, you can use the look up if necessary. Make sure to keep the ‘Notify the new resource of assignment’ checked so a notification is sent.
o Add comments notifying the Service Desk of the incorrect submission and to assign to the correct functional area, if known.
o Click Save
This will then assign the ticket to the CTS Service Desk, changes the responsibility, and notifies the group.
Reclassify a ticket to a service request or incident
When a ticket is submitted as an incorrect classification, the following steps must be completed:
- Open the Ticket
- Click
- Click Edit Classification
- Change the classification of the ticket to the appropriate classification (Incident or Service Request)
- Click Save
- On the ticket, click
- Change form to ‘Report an Incident’ or the applicable Service Request form
- Update all necessary/required fields
- Ensure the Type is correct based on the form.
- Click Save
Note: If a ticket is submitted to your department that is not your department responsibility; reassign the ticket to CTS – Service Desk Group.
Add/View Tasks to a Ticket
Specific Tasks for individuals can be assigned to tickets if necessary.
• View a Task
o Open the Ticket
o Click Tasks/Activities
▪ This Tab will show any tasks or activities assigned to the ticket
▪ Click on the Task assigned to your respective group to display details
• Add a Task to a Ticket
o Within the Ticket, click 
o Select Task
o Title the Task
o Assign a Predecessor (optional)
o Enter the Start Date (optional)
o Enter the Due Date (optional)
o Enter the estimated hours, if unknown leave as 0
o Add the Responsible individual, use the look up 
if necessary.
o Enter a description for the task
o Click 
Working with a Task
When a responsible group is assigned a task, it is important for a group member to take ownership of the task. This helps show to the group what is still outstanding for task assignments.
- Open the Task
- Under
, click ‘Take Task’ to assign the task to yourself.
- Tips for working with Tasks:
- Update Task to completion amount and notify others as needed by using the Notification area.
- Be sure to include time worked on completing the task. This will show the amount of time spent on specific processes.
Adding Additional Time Types to a ticket
- Open the Ticket
- Click ‘T&E’
- Click ‘Manage’ then ‘Time Types’
- Click
- On the pop up, choose the Time Type that is needing to be added. Click .
Editing/Updating/commenting on a ticket
- Editing a ticket to change a status or add additional information will not notify the requestor of any changes/updates.
-Updating a ticket to update a status/comment will notify the requestor of the change if you leave the requestor’s name in the ‘Notify’ area. When updating, comments are required for some statuses.
-Commenting on a ticket to a person or a group will notify the group. When one user comments back, responses to the user will only go to that user and not to the group. To comment information only for CTS personnel and hidden from the requestor, checkmark ‘Make comments private (only visible to CTS Ticket users).’
Assign time to a Ticket or Task (using Update)
Assigning time to a ticket or a specific task within a ticket while updating the status/notifying the requestor
• Open the Ticket
o Click 
o Update the Status of the ticket/task
o Choose the Time Type
o Enter the number of hours to log
o Choose the date if its not today’s date
o Enter comments to respond to the Requestor
o Choose the Requestor to notify if they need to be notified at this time
o Choose additional people to Notify (optional)
o Add attachments (optional)
o Click 
Assign time to a Ticket or Task (within the ticket)
Assigning time to a specific task within a ticket or ticket without notification or updating status.
• Open the Ticket
o Click T&E on the top menu
o Click 
o Choose the Time Type
o Enter the number of hours to log
o Choose the date if its not today’s date
o Enter description regarding the logged time
o Click 
Logging and submitting time in Time & Expenses
Assigning time to a specific time type within a project/workspace, project, issue, or ticket.
• Go to your Time & Expenses menu
o Click 
▪ If the time needs to be logged for Projects, issue, or a specific ticket; you can choose that in the pop-up menu
▪ The Time Off choice allows for leave to be logged as needed.
o Choose the Project/Workspace, Issue, or Ticket
o Choose the Time Type
o Enter the number of hours to log
▪ Time can be logged for multiple days if needed
▪ As you log time for each day, the description can be updated accordingly.
▪ Time can be tracked to any previous day/week if the week has NOT been submitted for approval
o Click 
Projects and Briefcase updates
This is for all briefcases, not just Projects App.
• Editing a document in a briefcase:
o Click on desired document
o Click in pop-up window
o Click Check Out
o Click on the 
button
o Save the document on your local drive
o Open the document on your local drive and edit
• To upload the document into the briefcase
o If pop-up box is not open, Click on desired document
o Click in pop-up window
o Click Check In
o In new pop-up box, click Browse and select the document you edited on your local drive
▪ Optional: enter a description such as “Jane’s edits”
▪ Optional: enter the names of people you wish to notify that you have completed your edits
o Click 
Note: If you determine that you don’t wish to edit the document, you may select Undo Checkout in the Actions button. This will allow someone else to check out and edit the document.
Client Portal
Searching for a correct form in the Client Portal
This can be used by any user within Team Dynamix
• Go to the https://ndus.teamdynamix.com
o Click the Client Portal
o At the top of the screen, there is a Search option
▪ Enter the search criteria for the form you are looking for.
▪ This will populate a list of forms available with that criteria
Favoriting frequently used services
This can be used by any user within Team Dynamix
• Go to the https://ndus.teamdynamix.com
o Click the Client Portal
o Find the Service/Form
o Select 
found on the right-hand side of the screen
o All Favorites will be stored under:
Client Portal > Services > My Favorites
TDNext >CTS Tickets > Favorite Services
For more information or other questions, please view the Team Dynamix User Guide or at https://ndus.teamdynamix.com > Knowledge Base > TeamDynamix User Guide