Creation and Management of Ticketing Applications

Ticketing applications are necessary for the receipt and configuration of services and the design and usage of forms and workflows. This article covers the standards for the creation and management of ticketing applications.

On the back end, the TeamDynamix system exists as a series of applications, each with its configurations, users, technicians, and forms and workflows.
These applications are what support and make up the BA Support Portal's service catalog. Generally, service owners design each service within a ticketing application.

Additionally, submitting a service through the client portal prompts the creation of an actionable item within a ticketing action, allowing technicians and support agents to respond to requests.

Applications allow departments to configure their forms, workflows, and security and allow their agents to respond to received support requests. This article covers the creation and maintenance of ticketing applications.

Creation of Ticketing Applications

All requests to create a ticketing application must be submitted through the Business Affairs TeamDynamix Administration catalog. For departments that already utilize a ticketing application, it is advised that the original is explored as an option before an additional application is created.

To create an application:

1. First, verify that an existing departmental application cannot be used.
   1. Within each application, you are able to configure multiple forms, workflows, security roles, and automation rules. Additional applications should only be created when an existing cannot support the creation or management of additional services.
2. Second, identify a name for the application.
   1. All Business Affairs departments are required to precede the name of the application with "BA" (i.e. "BA Technology Services", "BA Facilities Management", "BA Central Billing".)
   2. Agreements pertaining to a different naming convention will be made on a case by case basis.
3. Identify an Application Administrator and Application Owner
   1. If you want to perform the configuration of forms, services, and workflows internally for your department, you may request that an employee be granted administrator rights to the application.
      1. These individuals will be required to complete TeamDynamix training  requested through the TeamDynamix Administration catalog
   2. Alternatively, you may request that a TeamDynamix Division Administrator complete the configuration of your application.
      1. For inquiries and requests regarding this, please submit a request through the TeamDynamix Administration catalog or email ats-application-administration-group@unlv.edu
   3. Finally, you will be required to identify an Application Owner. These individuals will be responsible for approving requests pertaining to the application.
      1. This individual may also be the application's administrator.
4. Request the creation of the Ticketing Application through the TeamDynamix Administration catalog

Maintenance of Ticketing Applications

For each application established, an agreement will be made with the owning department. 

Owning departments may utilize their administrators to handle all tier-1 support requests regarding their forms or workflows, or may choose to have those requests received and managed by the Business Affairs division administrator. 

Additionally, owning departments may choose to configure their ticketing application, its forms, and its workflows, or may choose to utilize the services of the Business Affairs division administrator. 

Finally, for each application in the system, an application owner or manager will be identified. These individuals will be responsible for approving security and access management requests, and will be notified of any system outages.