How to Manage TeamDynamix DBA Requests

How do I manage TeamDynamix DBA requests?

Once a group is assigned to a TDX request, an email will be sent to each member in that group. See an example below of the email notification when the request is assigned to a group.

When work begins on this request, the person responsible for this area of work should take the ticket. This adds their name to the Responsibility field and allows the requestor to see who is responsible for completing this request. The requestor now can communicate directly with the responsible person through the ticket.

• To take the ticket:
  1. Click Actions.
  2. Click Take the Change or Take the Incident.

The person responsible should change the status to In Process. Choose to notify the requestor of this status change so the requestor knows work is actively being done on this request.  

• To change the status:
  1. Click Actions.
  2. Click Update.
  3. Change the New Status field to In Process.

All communication between the responsible person, requestor, and others on the ticket should remain within TeamDynamix when possible. This keeps everyone aware of the progress toward completion.

There are times when communication outside of TeamDynamix is preferred. When communication needs to occur between a group of people, and all subsequent replies are expected to be seen by all persons on the original email, then it is best to not use TeamDynamix as the source for communication. TeamDynamix’s email functionality does not always notify all persons included on the original email. For more information about commenting in TDX, see TDNext: Understanding Comments in a Ticket.

When work is completed on a request, the person responsible should change the status from In Process to Closed. Again, choose to notify the requestor of the status change so the requestor knows the work is completed.