Creating a Problem Ticket:
1. In Team Dynamix, navigate to IMS Requests. Select New and then select Problem Form to create a Problem Ticket.
Next, you will begin filling out the Problem Form. Start by entering the ticket type most appropriate to the problem.
Fill out the requestor and ensure the Notify Requestor is checked so they get a copy of the Problem Ticket.
Then give an appropriate Title for the Problem Ticket.
Provide a description that is lengthy and informative as possible for the responsible team.
Assign to the appropriate responsible team. Ensure you leave Notify Responsible on.
Status should be set to New. In addition, provide location and room number of requestor if possible. Save/submit the ticket.
How to convert an existing ticket to a Problem Ticket:
For an existing ticket/incident, go to Actions and then select Create Parent.
In the Selection Application/Form select Problem Form.
The existing ticket/incident will now convert to a Problem ticket.
Add to the description if there is any additional information needed to be added.
Ensure the correct responsible team is assigned to the Problem Ticket. Then select Save.
Done! The form should be created successfully.
Another way to convert an existing ticket/incident to a Problem Ticket:
Go to Actions, then select Edit Classification.
In the Edit Classification window select Problem from the drop down menu. Select Save. Ticket should now be a Problem Ticket.
