Approvers will receive a TeamDynamix email with a link to the approval needed. This article is for those people who have the general technician role within TeamDynamix group and supervisor approvals.
There may be times when you need to give partial approval of access or service to a Requestor. Depending on the situation, use one of these methods to communicate partial approval:
This article gives an overview of what you are looking at when you click on the title or ticket ID number of a Request ticket in the Awaiting my Approvals section of TDNext.
This article covers how to create and update an asset record. Standard Operating Procedures (SOP) for asset creation and updates are also provided. This article covers the follow topics:
When you need to use a table in a knowledge base article, follow these guidelines and formatting instructions to make the content accessible to all users.
This article covers:
Alternative text, or alt text, provides a text equivalent for images, charts, graphs, and more. This article discusses how to add Alternative Text in TeamDynamix (TDX) Knowledge Base articles.
Before archiving a knowledge base article you need to check for other TDX articles that link to it and either remove those links or update them to avoid breaking those links.
TDX allows you to edit an existing article and then save your changes as a Draft. The Draft version won't be visible to others until you Approve This Revision it.
Technicians can edit an article owned by them or by their Group until it has been submitted for approval. Once submitted only those people with an editor role will be able to edit your article.
Anyone with a technician role in TDX can leave Feedback on an article and can see all the Feedback left on any article. Feedback helps us keep our Knowledge Base up to date and relevant.
Properly formed subjects greatly help with both searching and identifying which article to use.
Writing Article Titles
Follow these guidelines to better help users find your article:
You can make an anchor link or in-page link (sometimes called a jump link) by associating an anchor with selected text on a page, and then linking it to another location on the same page.
While you can use a variety of editors when drafting a knowledge base article, Google Docs is the most common choice because it is readily available and easy to use.
It is the responsibility of every OIT support professional to contribute to our knowledge ecosystem. Effective contribution requires collaboration, both within your team and with others.
You can help our users help themselves by providing them with links to knowledge articles published to the Technology Help website or wherever your department publ
Anyone can create a new Knowledge Base article and submit it for approval by an editor.
Before someone submits an article, they should have reviewed it for technical accuracy first.
Create a Major Incident when any large scale outage occurs or when an outage impacts a large number of people. Work the Major Incident until the outage is resolved or a workaround is in place.
The focus of working through a Major Incident is to find a permanent fix for what is broken or a viable workaround that will allow affected users to continue working.
The purpose of a Problem ticket is to manage the analysis process for either what happened during a Major Incident ticket or for analysis of recurring incidents that seem to be related.
Two actions commonly taken when working a problem ticket are assigning tasks and providing status updates for technicians. This article covers common actions you will take such as updating technicians of status,
You can email report results to other people, whether or not they have access to TDNext. You can also set up the report to run on a specific schedule and email the results to users with that schedule.
You can share a report with other Groups or individuals. Sharing a report with other groups allows technicians within the group to run the report you created.
TDX comes with some pre-built reports which you can run right away. It also has many report templates that you can copy and modify to pull results for your own purposes.