How To: Update a Ticket in TDX

Learn how to update a ticket: change its status, add a comment, and choose who gets an email about it.

Each office's ticket application is set up separately, so menu names can be a little different from what you see here.

1

Open the ticket

Find the ticket and open it. See How To: Find a Ticket in TDX.
2

Select Update

Select Actions, then Update. You can also select Update above the ticket's feed.
3

Set the status

Choose a New Status. See Ticket Statuses and Status Classes in TDX.
4

Write a comment

Comments are required. Say what you did or what happens next.
5

Choose who to notify

Check the Notify list. Remove anyone who doesn't need an email, or add someone who does.
6

Save

Select Save.

Private or public?

A private comment is only seen by staff who work tickets in your office. To let the requestor see it, uncheck Make comments private. If the requestor is in the Notify list and the comment is private, TDX warns you before you save.

Update or Comment?

Use
When
Update
You're changing the status or who the ticket is assigned to.
Comment
You want to add a note or message without changing the status. You can still notify people.

Get help

Something isn't working? Submit a request through the TeamDynamix (TDX) service.

Print Article