Reassign a Ticket within FCS

1. Procedure

1. Select Actions > Update.
2. Change New Status to Reassigned.
3. Update Responsibility to the new Support Group or individual.
4. Enter a Comment; you may choose to notify the requester about the reassignment if you wish.
5. Select Save.

2. Additional Information (recommended)

Business Requirements and Scope 

Groups must establish their own practice for distributing escalated tickets, whether that involves a ‘triage’ role to quickly assess and assign tickets to others on the team, or if team members are responsible to ‘pick up’ their own tickets. In general, do not assign a ticket to an individual in another group unless you have communicated with them directly.

Reasons to avoid direct assignment include unwittingly assigning the ticket to:

• the wrong team member
• an individual who is away or on vacation
• an individual who is already tasked with higher priority work

All of these could potentially cause unnecessary delays in resolution of the ticket.

Any ticket within the FCS - Ticketing application is eligible for reassignment.

Reassign a Ticket to another Unit's TDX Portal

1. Procedure

To move a ticket from FCS to another unit's ticketing application in TeamDynamix:

• Under the Action menu (while viewing a ticket), select Assign Workflow.  Then select a workflow from the workflow dropdown list.

 The Workflow method assigns the original ticket to the new application with all of its feed entries, attachments, etc. 

Workflows have to to be created individually by the application administrators, and there may not always be a workflow for the specific thing you need. If you find gaps where a new workflow is needed, please contact TDX Support. 

** Note** if the Requestor is not a user in TeamDynamix the work flow list will not appear. Update the Requestor to be a legitimate @cornell.edu email address and the work flows will show.