Updating Ticket Notifications in TDNext
How to notify customers or other technicians with updates through tickets.
This article applies to: TeamDynamix
Purpose of Ticket Notifications
Having tickets properly set up in TDX is essential so that you can notify customers and other technicians with updates.
Updating Statuses Through Tickets
Note: Start on step 5 if you do not need more information from the customer.
1. Log onto TDNext.
2. Select a ticket that needs to be updated. A new window will open.
3. Select then in the ribbon on the top of the window. Another window will open.
4. Change the status in New Status to Waiting on Customer.
Note: After setting the status to Waiting on Customer, you should also add a date/time to Goes Off Hold. The ticket will revert to its previous In Process status if the customer has not responded by that date/time.
5. Enter your comments into the Comments field.
Note: Selections for steps 6 and 7 do not affect email notifications.
6. Optional: Uncheck 'Make comments private' in the Comments field if you want the update to be visible only in the Client Portal (customer-facing web view of ticket).
7. Select your audience for an email-based notification in the following fields:
- Notify is a selection of users already associated to the ticket
- Notify Other People is any valid Cornell NetID user
- Other Email Address is any valid email address
8. Select .
FAQs About Notifications
What Email Will TeamDynamix Send by Default?
| Scenario | Audience |
| Ticket is created by email sent to an EGA routed to TDX | Requestor (This depends on the configuration of the TeamDynamix Email Monitor for a specific EGA. In most cases, Cornell sets the Email Monitor to automatically notify the requestor unless an app admin specifically requests a different configuration for that Email Monitor.) |
| Ticket is created by technician in TDNext |
Requestor (if Notify Requestor is checked) Contact (if a Contact is listed and Notify Contact(s) is checked) Responsible (if Notify Responsible is checked) |
| Ticket or task is assigned to an individual | Responsible |
|
Ticket or task is assigned to a group with group assignment notifications enabled (see Enable or disable group assignment notifications) |
Group Responsible |
Who Gets an Email If I Leave the Notify Boxes Blank?
TDX only sends notifications by default for the actions listed above. For all Update actions, you must select an audience using the Notify fields.
Does the 'Make comments private' Option Affect Notifications Sent by Email?
Comments and updates marked as private only appear within the TDNext Feed. TDX will display a red warning box when you add recipients to the Notify fields when this box is checked, but it does not affect notification.
The decision was made to leave comments private by default to prevent accidental disclosure of sensitive content through a customer-facing view. At this time, we are not advising its usage, therefore, you may deselect "Make comments private" for customer communication.
Comments?
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