The Ticket Toolbox is a collection of definitions, guides, and best practices designed to help new FCS employees or those less familiar with service management and ticketing quickly adapt to the Service Management Program. The program helps ensure FCS continues to meet customer expectations, and provides valuable data about FCS's support activity to inform service delivery decisions.
You can watch the recording in the article: Short Video: How to work a ticket in V12.0 of TDX
Facilities and Campus Services (FCS) serves Cornell through the planning, design, construction, operation, and ongoing maintenance of facilities. This GSLE covers the general requirements for all FCS-supported facilities used for educational and operational purposes where not otherwise specified in Service Level Expectations (SLE). It serves as a guideline for terms of service and support and is a meaningful reference point for FCS and its customers when discussing level of service.
In this article, we will be exploring the quickest method on how to manually make a ticket directly in TDX.
Note: You can create a ticket by forwarding it to an EGA used by your team, but you will still have to manually edit the ticket's service, status, classification, form, and customer.
Priority on a ticket is used in determining the service level targets for response and resolution. Use the priority matrix to determine expected ticket resolution times based on impact to the university and urgency to the requester
Learn how to transfer tickets between FCS services and other Unit's TDX Portal.
Create and use response templates to reduce time spent typing, copying and pasting commonly repeated messages or phrases. Response templates exist for staff use but are not required. Response templates are required to be organized by the owning group for maintenance overtime and should be reviewed by the owning team to ensure appropriateness over time.
This only applies to response templates within FCS's Service Management Suite in TeamDynamix.
This is a 3-minute video of Greg Christofferson providing a training on how to work a ticket for CIT. While we are a different portal, the process is the same. This video was captured in May 2025 and will receive updates as enhancements are released in TDX.
Status is used to indicate the stage of the ticket in its lifecycle. All ticket classifications share a common status list, but not all classifications use every status.