This checklist is for Knowledge Editors to use when approving internal articles in TDX and when publishing public articles to the IT site.
It is important to understand image copyright when using images in your knowledge activities.
You can send a message to other people working the ticket by using the Comments button down by the ticket Feed.
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 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.
Once you have filled out and submitted a Change Ticket, the change ticket goes into a series of defined ticket task
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:
This article shows how to search for an Asset Record in TeamDynamix. 
This article outlines the ITAM policy in regards to data quality.
Understand how TDX knowledge base articles are displayed and linked on the Technology Help (IT) website.
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.
Including images in a knowledge base article can help users accomplish their tasks more quickly.
You can provide technical information not meant for a public audience using Knowledge Internal Notes for articles published to
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. 
The lifecycle of a Knowledge Base article begins with a Not Submitted article and progresses through when an article is archived.
Every knowledge article should have a category assigned to it that represents the Technology, Service, or Business Process that the article addresses.
When you create a ticket, you will need to associate the Knowledge Base article you used to resolve the ticket. 
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 and either remove those links or update them 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 you are a technician in TDX, you can draft a new Knowledge Base article.
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.
Images can make it easier to follow instructions in a KB article. The most effective images do one of the following:
Before inserting images into your knowledge base article it's important to crop, resize them, and add any highlights if necessary.
This page provides a list of commonly-used TDX knowledge terms and their explanations.
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.
You can embed a video from Kaltura or YouTube into a knowledge base article to help your audience better understand the instructions in the article.
The Knowledge Base is the primary source for how-to content vetted by the IT community. Knowledge is managed by the Owner.  Expectations by Job Role
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.
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.
Alternative text, or alt text, provides a text equivalent for images, charts, graphs, and more. Some of its benefits include:
Global Knowledge Editors can publish any article, regardless of ownership, to the Technology Help website.
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.
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 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. 
Sometimes a knowledge article needs to be removed from the Technology Help website but still needs to be active in TDX. For instance:
Lists can be used to better organize an article and make it easier to scan.
Creating a new knowledge base article may involve writing something completely from scratch or curating an existing resource.
Use headings to identify the topics and subtopics of your article. Headings have several functions:
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 common actions you will take such as updating technicians of status,
You can add a report to a Report Folder while you are in the report.
You can change the ownership of any report you own.
There are many existing reports already available to you in TDX that might generate the type of information you need.
You can organize reports into folders in the U of M Tickets app for quick access to your commonly used reports.
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.
Before a report can be exported to Excel, you must first run the report.
You can make a new report in TDX if none of the existing reports meet your needs.
After you have copied an existing report, you will need to modify it for your own needs.
You can easily search for reports that you or others have created.
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.
All technicians have the ability to make reports in TDNext. These reports can then be shared with other groups or kept visible only to yourself.

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 TeamDynamix users who want to learn how to run, create, and manage reports.
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.