TeamDynamix Approval Workflow - Technician FAQs

Some Accounts Management System Approvals (AMS) tickets managed in TeamDynamix require more than just a rejection or approval. If you are someone who handles various tasks that include more than simply rejecting or approving a ticket, please read on.

Should I handle AMS Approval tickets the same way as other TDx tickets?
No. Each ticket is predicated on a series of workflow steps that happen sequentially. Please do not take any of the following actions in regards to an AMS ticket:

    • Change the Status
    • Reassign
    • Edit
    • Change Responsibility
    • Take a Ticket
    • Add a ticket to My Work (which changes the responsibility)

Taking any of these actions will cancel the ticket request and stop the workflow.

What steps do I need to take to ensure a ticket gets to its intended destination?

When viewing a ticket, look at the Current Activities area. If the ticket calls for an action on your part, complete the action, and then choose Approve (or Reject) the Workflow Step.

Where can I view My Account Request Tasks in TeamDynamix?

To view your My Account Request Tasks, you will first need to configure the IT Service Management desktop. Once you are logged into TeamDynamix:

  1.       Go to IT Service Management segment.
  2.       Click on Edit Tickets Desktop.
  3.       Search for My Account Request Tasks in the Available Content area on the left-hand side of the screen.
  4.       Drag and drop My Account Request Tasks into one of the columns on the right.

How can I view the History of an Approval?

You can view the progress of any ticket, including all associated tasks and approvals, by clicking on the History button, located on the right-hand side of the ticket. Once this area is displayed, scroll to the bottom. Each workflow step will be listed, along with the person who completed the step, and any associated comments.

What is the difference between History and View Progress? 

The History button in a ticket will display the progress and details of the request, including approvers. View Progress will show you a ticket’s workflow steps, and where the ticket is in the process.

I don't think an approval was properly routed. What should I do?

If a ticket is improperly routed to you, please record the ticket number, go to the TeamDynamix area in the TDx Client Portal, and choose Request Service. Fill out the webform, and be sure to include the ticket number.

I don't think the right people are in this group. What should I do?

If you suspect the wrong people are associated with a group, please record the ticket number, go to the TeamDynamix area in the TDx Client Portal, and choose Request Service. Fill out the webform, and be sure to include the ticket number.

Where can I send general feedback or questions on the AMS Approval Process?

For general feedback and questions on the AMS Approval Process, go to the TeamDynamix area in the TDx Client Portal, and choose Request Service. Fill out the webform, and be sure to include the ticket number.

Details

Article ID: 1462
Created
Fri 7/19/19 6:06 PM
Modified
Mon 5/4/20 12:15 PM