Resources

How-Tos

You can send a message to other people working the ticket by using the Comments button down by the ticket Feed.
This article is meant to be used for training purposes. You can find your own forms and practice filling them out so that you know what your end user will experience when filling out the form.
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.
Individual Approvers and Key Contacts receive an email notification when they have a request that needs to be approved.
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:
The TeamDynamix platform has two main areas: the Client Portal and Users (TDNext).
If you see something in the ticket that needs to be changed before you can fully approve the request, DO NOT edit a ticket.
You can see where a request is in its workflow by viewing the ticket Details (static view) in Users (TDNext).
You can see where a request is at in its workflow by looking at the request ticket in the Client Portal. 
TDX allows you to target Communicate Through the Request Ticket with people associated with the ticket.
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.
The main functionality of a Change ticket in TeamDynamix is similar to that of other ticket classifications.
You can use the TDX Client Portal to view your tickets. By default, you will see all your new, in process, or on hold tickets but you can choose to view tickets of other statuses as well.  In the article:
This article goes through how to make an incident ticket in TeamDynamix. 
In the Details (static view) of a ticket, you have an Actions button and an Edit button in the ticket menu.
This article defines when to resolve an Incident ticket in TDX. It also contains the steps to resolve a ticket. 
Sometimes a customer never responds to questions about an incident ticket, making it impossible to resolve.
This article explains the different areas found in the Details (static view) of a Incident ticket. To get to this view, either:
After you Create an Incident Ticket, you will complete much of your work on the ticket using the 
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:
Search for an Asset Record  Navigate to the Asset/CI application.  Click the Application Menu and select Asset/CI from the dropdown menu.
Including images in a knowledge base article can help users accomplish their tasks more quickly.
Addressing feedback in a timely fashion is an essential part of keeping our knowledge resources up to date. 
Any technician in TDX can create a new Knowledge Base article and submit it for approval by an editor. 
When an article has reached the end of its useful life, it should be archived. 
When you create a ticket, you will need to associate the Knowledge Base article you used to resolve the ticket. 
Category corresponds to the names of the old ServiceNow Knowledge Bases and categories. Unlike in ServiceNow, anyone can put knowledge articles in any category in TDX.
When you create a Knowledge Base article, you will be identified as the Owner.
Before archiving a knowledge base article you need to check for other TDX articles that link to it to avoid breaking those links.
This article covers creating links to other pages external to the article.
When resolving a ticket, you should identify the knowledge you used to resolve the issue. If no article currently exists in our Knowledge Base, you should create one as a part of the resolution process. 
If you are a technician in TDX, you can draft a new Knowledge Base article.
You can use Google Docs to draft knowledge. Drafting in Google Docs allows you to use the collaboration features to get feedback from your colleagues. 
To edit an article, you first have to create a draft revision.
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.
All nested numbered lists in TDX default to Arabic numerals. Sub numbered lists should be formatted as lower-alpha and then lower-roman for clarity. 
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.
Alternative text, or "alt text", provides a text equivalent for images, charts, graphs, and more. Some of its benefits include:
You can quickly create a table of contents (or other in-page links) by associating anchors to selected headings (or text) and then linking to those anchors.
Global Knowledge Editors can publish any article, regardless of ownership, to the [email protected] website.
You can use a variety of editors to create a knowledge base article.
Before creating a new knowledge article, it is important to search for existing resources.
All technicians can view all Knowledge Base articles regardless of an article's status or ownership.  In this article:
You can help our users help themselves by providing them with links to knowledge articles published to the [email protected] website ( it.umn.edu) or wherever your department publishes its knowledge base articles for the public.
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. 
Creating a new knowledge base article may involve writing something completely from scratch or curating an existing resource.
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. 
Once a workaround or permanent solution is found, resolve the Major Incident ticket and all of its associated children Incident tickets.
Major Incident tickets allow a method for managing large scale outages or an outage causing a high volume of incidents.
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 twofold:
Once a solution has been implemented for a Problem, then the Problem ticket can be resolved.
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 updating technicians on the status of a Problem.
After a user has already filled out a Service Request form, they may call in to see the status of the request. This article walks through the steps to do that without making a ticket.
You can fill out a request on behalf of a user when the situation warrants. When you do, be sure to open a Service Request ticket in TDNext.
Anytime a user contacts us with a Request (something is needed for a job; not when something is broken), complete a thorough
Service Request forms are housed in the Client Portal area of TDX. These forms are also available to users throughout the public-facing website of the group or department that they are associated with.
There are several request forms that customers can fill out on their own. They may call in needing help finding the link to that request form.
You can send an Access or Service Request form to a user from the Client Portal so they can fill it out and submit the form on their own. 
When you are creating or managing a desktop, you may want to add a report. Some existing reports may meet your needs.
You can attach one or more files to a ticket. There are multiple methods of attaching files to a ticket. 
During the lifecycle of a ticket, there may be additional stakeholders who need updates as work progresses. Adding them as Contacts to the ticket allows a technician to notify them when updating the ticket. 
When updating a ticket, you can specify exactly who should receive a notification regarding the ticket update. This article includes:
Ticket Tasks can be created for all ticket classifications (Incident, Request, Major Incident, etc.). Ticket Tasks are used to assign a specific job to another Responsible Group.
You can create a ticket template to apply when filling out a ticket. Any field values you set in the template will auto-populate those same fields in the ticket saving time.
A Desktop in TDX is a display area that users can edit. It contains reports, lists of assignments, tickets, and other valuable information. Desktops cannot be shared. 
This article gives specific definitions for the impact, urgency, and priority of a ticket when working with users.
The TeamDynamix platform has two main areas: the Client Portal and Users (TDNext).
The TeamDynamix platform has two main areas: the Client Portal and Users (TDNext).
After you have Created a Ticket Template to use, you can modify, share, or delete any ticket templates you own.
The TeamDynamix platform has two main areas: the Client Portal and Users (TDNext).
There are several ways to search for tickets in TeamDynamix. Each ticket, no matter what ticket classification it is, receives its own ticket identification number. This article covers the following searches:
The Responsible field for any ticket classification (Incident, Request, Major Incident, etc.) communicates who is responsible for the ticket.
It is important that each interaction with our users is documented within TeamDynamix.
Tickets occasionally need to be reassigned to a different Group due to new information or initial error.
There are five ticket classification forms that technicians will use in the U of M Tickets application. Each form has fields tailored to the specific type of ticket it addresses.
The My Work application of TDX will gather any tickets, ticket tasks, or approval forms that are assigned to the Responsible Group you belong to.
A warm transfer occurs when one technician passes a call to another technician.
Once a Ticket Task has been created, the Responsible technician can then begin to work the task. The ticket from which the Ticket Task was generated continues to be owned by the ticket's original Responsible Group.
As you work within TeamDynamix, you will see the language Parent and Child. This article explains what that terminology means and how it works for our processes and procedures.
Sometimes a user's name will not easily be found in the Requestor field. Use this article if you cannot find the name or internet ID of the person requesting help. In this article:

Self-Help Guides

This self-help guide is for users who create or edit knowledge in TeamDynamix.
This self-help guide is for anyone who approves Access Request Forms (ARF) or Service Request Forms (SRF) that originate in TeamDynamix.
This self-help guide is for a technician who manages hardware assets in TeamDynamix (TDX).
This self-help guide is for technicians working in TDX to track Incidents, Requests, Major Incidents, Problems, or Change tickets.