TeamDynamix, Tracking Tickets with the My Work Application

The My Work application is useful for keeping track of tickets that are assigned to you or a group you belong to. However, certain conditions must be met for tickets to appear in My Work.

Accessing the My Work Application

If you have previously added the My Work application, it will appear in the tab bar at the top of TDNext.  If you need to add the My Work application, click the "blue waffle" application tab, then select "My Work" 

TDX Tabs bar with My Work and





The left-hand menu of My Work, including My Assignments

The My Assignments Tab

Once you have accessed the My Work application, you will be most interested in the My Assignments and My Work tabs.  My Assignments displays a list of tickets that meet certain criteria of responsibility, ticket status, and indicator of "my work."  Those criteria are as follows:

  1. 1a) You are listed as the responsible person on a ticket
    1.      - or - 
  2. 1b) A group that you belong to is responsible and the ticket is not assigned to a person (if you have Show Group Assignments checked)
  3. 2) The ticket has a status of New, Open, In Process, or Reopened
  4. 3) You have not designated the ticket as "My Work"

The ticket list that is presented in the right-hand field will be sorted by Service Request vs. Incident by default.   Each ticket will display the Title, Requestor and Ticket ID number, and you can view the Ticket Description by clicking the ellipsis after the ID number.   You can also choose to comment on or update the ticket from My Assignments.

Note A:  When you add a ticket as My Work, you will become the responsible person if you are not already listed as such.

Note B:  The encircled number next to My Assignments will always show the count of tickets belonging to you or a group you belong to regardless of if Show Group Assignments is checked.  The number presented in parenthesis in the My Assignments (9) header is the count of tickets displayed based on the Show Group Assignments selection.

Screencap of the My Assignment header section including the checkbox for Show Group Assignments

The My Work Tab

The My Work tab will display the tickets you have chosen to designate as "my work." There are no set rules for why or when you would designate a ticket as my work and only you can mark a ticket as My Work. This is either done in the My Work application by clicking the + My Work option found on each ticket or in a ticket itself by selecting Actions ->Add to My Work.

 

Complete Criteria for Displaying Tickets in My Assignments


New Open In Process Resolved Closed Cancelled On Hold Reopened Awaiting Customer Response
Show Group Assignments Unchecked








You are responsible, group unassigned Yes Yes Yes No No No No Yes No
Someone else is responsible, group unassigned No No No No No No No No No
Only group responsibility set No No No No No No No No No
You are responsible, group is assigned Yes Yes Yes No No No No Yes No
Someone else is responsible, group is assigned No No No No No No No No No










Show Group Assignments Checked








You are responsible, group unassigned Yes Yes Yes No No No No Yes No
Someone else is responsible, group unassigned No No No No No No No No No
Only group responsibility set Yes Yes Yes No No No No Yes No
You are responsible, group is assigned Yes Yes Yes No No No No Yes No
Someone else is responsible, group is assigned No No No No No No No No No