Purpose
The purpose of this article is to detail the process for moving tickets (Incidents/Service Requests) between 2 ticket applications in TeamDynamix.
Scope
Does not cover any other aspect of ticket management or administration.
Prerequisites
To perform the steps outlined, you will need to have either a Technician or Admin role in a TeamDynamix ticket application and have access to TDNext and therefore the required permissions.
Procedure
1) In TDNext, open up the ticket to be moved and go to Actions>>Move To Application
2) You will then be asked to select the destination application and the form to use. Note the list of destination ticket applications may look different to those in the this test example. Please ensure you know the correct name of the ticketing application you are moving the ticket into. You may need to scroll down to see the full list of available applications.
3) When you have selected the application/ticket type to move the ticket to, you will be presented with a final screen before moving the ticket:
4) Please familiarize yourself with the limitations of moving tickets highlighted at the top of that screen (and copied below) and only continue if appropriate for the given ticket.
Information permanently LOST as part of the move
Ticket tasks and maintenance activities.
Any relationships with parent/child tickets.
Current custom attributes data (although their values will be preserved in feed).
Ticket alerts.
Associated survey requests/responses.
Integration session data.
Information RETAINED as part of the move:
Feed entries.
Contacts.
Attachments.
Associated assets/CIs.
Read-by information.
Time and expense transactions
5) Add a comment on this screen to confirm the reason for the ticket move and set any other basic ticket settings as appropriate, such as priority, status and responsibility, then click the green Move button at the top; you will be prompted to click OK to proceed before the move is finalized.
6) The ticket will now be in the new ticketing application. Any custom attribute values will be available in the ticket comment that is logged for this move along with the comment left by whoever initiated the move.
Common Issues/Troubleshooting
If you do not see the Move to Application option on the Actions menu of a ticket, there might be an issue with your security role. Reach out to the VUIT ITSM team for assistance.