TDX: Track Miscellaneous User Situations (OIT User Support)

It is important that each interaction with our users is documented within TeamDynamix. However, users sometimes contact the Service Desk for situations that do not clearly conform to the various ticket classifications we use. This article covers how to handle these miscellaneous situations within the ticket application.

• Handling Hangups, Spam, Wrong Numbers
• Handling General Inquiries
• Handling Service Request Inquiries

Handling Hangups, Spam, Wrong Numbers

1. Navigate to the U of M Tickets in TDNext.
2. Click +Incident Form, 
3. Click in the Template field.
4. Choose Hang Up, Spam, or Wrong Number from the dropdown menu depending on the situation.
5. Scroll down the ticket and uncheck the Notify Responsible box.
   
6. Click Save at the top of the ticket window.

Handling General Inquiries

Oftentimes you will get what we have referred to in the past as a general inquiry, a user asking when a walk-in location is open or if we have large formatting printing available. For these situations where nothing is broken but you are helping the user with a solution, complete these steps:

1. Navigate to the U of M Tickets in TDNext.
2. Click +New and select Service Request form from the dropdown menu.
3. Fill in the form fields that you can based on the information that the user gives you.
4. In the Description field, write a user-friendly message that summarizes what they asked for and what you were able to find for them
   • Be sure to include any applicable URLs from the Technology Help website (it.umn.edu) that you found in response to their question.
5. In the Responsible field, put Service Desk.
6. Uncheck the Notify Responsible box.
   
7. Change the Status field near the top of the ticket to Resolved.
8. Select Save on the top of the ticket window.

Handling Service Request Inquiries

 Follow these instructions to document when a user inquires about a Service Request that has already been made and is in process.

1. Navigate to the U Of M Tickets in TDNext.
2. Click +New and select Service Request form from the dropdown menu.
3. Type the name of the user in the Requestor field. The right side of the panel will populate with that user's contact information and ticket history.
4. Find the Service Request ticket that the user is calling about below the user's contact information.
   
5. Click on the title of that ticket. The ticket will open in a new window in view mode.
6. Scan the right side of the ticket to see what the Workflow area communicates:
   
   • Hover of any boxes in the Workflow area to see where it is at in the process.
7. Scroll to the bottom and scan the Feed of the ticket. Scan for any notes about where the request is in process.
8. Click Comment to the right of the ticket Feed. A comment box opens up in the feed.
   screenshot
9. Type a message in the comment box saying that the user called in requesting the status of the Service Request.
10. Click on the Notify box and check the box for the Responsible Group in the dropdown menu.
11. Select Save below the comment box. The Responsible Group will get a notification alerting them with your comment.
12. Navigate back to the service request ticket in TDNext that you created in steps 1-3 above.
13. Complete the required fields in the ticket:
    • Title the ticket Service Request Inquiry on Request ID# (you can see the ID# of the original request on the right side of the ticket in the user's ticket history).
    • Write a user-friendly message in the Description field.
    • Place your own group in the Responsible field (the Responsible Group for the original Service Request will already be notified via your comment in the ticket feed).
    • Uncheck the Notify Responsible box since you are resolving this ticket immediately.
    • Change the ticket Status field to Resolved.
14. Press Save on the ticket.