Practices, frameworks, and technologies that automate, improve efficiencies, and measure the effectiveness of business processes. Includes IT service management; ticket management; operations, business, sales, and marketing management platforms; document and signature management services; customer relationship management; job scheduling; and workflow management.
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This article links to the main Transact Payments help page maintained by MSU staff.
This document provides an overview of key elements of Effort Reporting as well as new terminology and expectations to help ensure successful Effort Reporting engagement.
To ensure timely responses and maintain compliance with our Service Level Agreement (SLA), it's essential to update the status of tickets promptly. This article provides a clear explanation of the Ticket Response SLA criteria and includes guidance on how to manage ticket statuses to avoid SLA violations.
This glossary defines common terms used when interacting with service management processes and tools. It contains definitions from various sources and is not intended to be a comprehensive list of service management-related terminology.
Sometimes getting a ticket assigned to the correct User and/or Support Group can be a challenge depending on the User's group memberships and which one is set as their Primary Group. The table below will guide you through the steps needed to ensure the ticket is assigned correctly and as intended.
Standards for how Support Groups should be structured in TeamDynamix.
TeamDynamix is live
To log into TeamDynamix (TDX) as an analyst, visit tdx.msu.edu.
Log in with your MSU NetID credentials
Select Users to go to the TDNext analyst portal
Select Client Portal for our customer interface and to request services or search the knowledge base
The direct link to the client portal is ithelp.msu.edu.
This article will collect questions about the new TeamDynamix User Interface (the v12 update).
Emails sent with any of the conditions listed in this article will be prevented from creating a ticket in TeamDynamix. This is meant to sanitize inputs and prevent competing auto-replies from creating infinite loops in processing.
Lists out the known maintenance windows for TeamDynamix (TDX) from both the vendor and MSU IT.
This video covers the basics of TeamDynamix and how onboarding to it may improve your processes and workflows.
This article details the main differences between the formerly used CA Service Desk system and the new TeamDynamix (TDX) one.
Windows Plan Manager is a downloaded application that allows users to interact with, create, modify, and manage waterfall plans and tasks without needing to sign into a web interface and without having to worry about other users’ live actions affecting your view of a plan. There is a required sign-on before a project plan can be accessed, and once authenticated users can only access projects which they are a resource on or are the manager of.
This article links to the TDX KB for more.
Following these steps will complete the prerequisites for getting access to the Promapp process mapping tool used at MSU.
Following these steps will download and install the TeamDynamix Mobile App to your device.
Following these steps will update the time entered on a ticket in the TeamDynamix system.
Following these steps will remove or re-add the confidential data banner from the TeamDynamix Client Portal homepage.
Following these steps will add time to a project for Effort Reporting.
Following these steps will add time and effort for reporting to a ticket in TeamDynamix (TDX).
Following these steps will add administrative time for Effort Reporting.
Following these steps will record your Out of Office time for Effort Reporting.
How to request additional permissions be added or removed for a user in TeamDynamix (TDX) using the access request form.
The Briefcase gives project team members the ability to add and share files and folders. Specifically, the briefcase allows for files to be uploaded to relative projects, portfolios, etc. without needing to create a ticket. By uploading to a project briefcase, for example, it become obvious the file is related to said project.
Step-by-step Instructions of creating tickets in TeamDynamix
This article provides a workaround for "An error has occurred. The problem has been logged for the system administrator."