This article explains how to convert a Service Desk ticket into a formal Project Request in TeamDynamix (TDX). It is intended to help departments determine when a request has grown beyond a simple fix and requires formal project governance, resource tracking, and visibility.
The goal is to ensure complex initiatives are managed within the appropriate project structure.
Overview
When to Convert a Ticket to a Project
Before converting a ticket, determine whether the request meets University Project Criteria.
A ticket should be converted when it meets one or more of the following:
- Complexity: The effort exceeds approximately 40 hours of labor
- Cross Functional Impact: Multiple departments are involved
- Budget Impact: The initiative requires significant funding or a competitive bid process
If the request qualifies under these conditions, it should be managed as a project rather than a service ticket.
Procedures
Steps to Convert in TDX
- Navigate to the specific Service Desk ticket
- Select the Actions menu
- Choose Convert to Project Request
- Review the automatically populated fields
- Select the appropriate Project Template such as Small, Medium, or Large Initiative
- Ensure the Project Overview follows the standard format:
- Problem
- Impact
- Solution
- Outcome
- Submit the Project Request
Important Note
Converting a ticket does not delete the original record. TDX links the ticket and the project together. This preserves documentation and maintains a complete audit trail from the initial request through project delivery.
Additional Support
- OU Technology Center
- 44 Oakland Center
- Rochester, MI 48309-4479
- (248) 370-4357
- Office Hours: M-F 8:00am - 5:00pm