Ticket Procedure

Emails sent to itservicedesk@cornell.edu come into TeamDynamix as service requests. Tickets are also created from email sent to EGA addresses and through forms that directly feed specific support groups.

Support staff respond to tickets by updating them in TeamDynamix. When they first arrive in TeamDynamix, tickets will have a group responsible assigned by the incoming EGA or by the IT Service Desk. They should then be assigned to an individual either by a “triage” person or by assigning it to yourself.

When tickets are resolved, closed, or canceled, they will drop off your desktop view. Note that they will reappear as reopened if the requestor sends an additional response after resolution but before closure. In this situation, after you have addressed the requestor’s need, you can resolve the ticket again.

Common Activities

• Take or Assign a Ticket
• Update a Ticket, Customers, or Other Staff