How to Use TeamDynamix

The recommended way to search for Knowledge Articles in the Knowledge Base is to use the search field in the top-right of the Client Portal.

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.

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.

The article was created to assist with completing the risk survey.

Details about tags in the Knowledge Base and how they should be used.

This article gives guidance to how knowledge articles should be structured and written in the TeamDynamix Knowledge Base.

What templates are available to use in Knowledge Articles and how are they used?

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.

Articles are ordered first by article type, then by the device / OS at issue, then alphabetically within those groups.

TeamDynamix weights searches based on several criteria, which are described in this article.

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.

TeamDynamix allows certain operators to modify searches and refine results from the Client Portal and Knowledge Base. This article covers what is available for the Full Search option.

Standards for how Support Groups should be structured in TeamDynamix.

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.

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.

When no longer needed, articles are archived to removed them from active view. They still remain in the system, but will not be broadly accessible to customers.

This will guide you through the process of creating a new knowledge article in MSU IT's TeamDynamix system.

Following these steps will make changes to an existing knowledge article and either publish it directly or submit it for review and publishing.

All articles are subject to a six month review period. This article goes over the process of reviewing them at that time.

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.

Following these steps will submit a request to add a new Configuration Item to TeamDynamix

Following the steps in this article will determine the category where a new knowledge article should be created.

Step-by-step Instructions of creating tickets in TeamDynamix