TeamDynamix (TDX) - How To Create a Ticket

Objective

Following these steps will create a ticket in the TeamDynamix system.

Environment

TeamDynamix

Before You Begin

You must have an Analyst or Technician role in TeamDynamix to use this process.

Steps

1. Login: https://tdx.msu.edu/TDNext/Home/Desktop/Default.aspx
2. Analysts can submit ticket in multiple ways:
   • Using the Tickets tab (recommended)
     1. Click Tickets towards the top left.
        • If you've never opened Tickets before, you may need to select it from the waffle menu icon from the top-left
          Screenshot

          

     2. Click +New and select the appropriate ticket type as Incident Form or Service Request Form.
     3. Fill in all of the required ticket information using the Ticket Anatomy job aid (link, KB 1827).
        Note that using the Tickets instead of Desktops requires you to enter the user under the Requestor field.
     4. Click Save.
   • Using the standard Desktop (ITSD only):
     1. Under People Search select People, and search for the customers NetID in the Search Text field.
     2. Scroll down and click on the appropriate name in the search results to open the users contact record.
     3. Click on the Tickets tab and click +New to start a new ticket.
     4. Select the appropriate form as Incident Form or Service Request Form.
     5. Fill in all of the required ticket information using the Ticket Anatomy job aid (link, KB 1827).
     6. Click Save.

Additional Info

Ticket Classifications

https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=2568 (link)

• Incident – Unplanned interruption of a service or reduction in quality of IT service
• Service Request – any request from a user for info, advice, or access to an IT service.
• Problem – Root cause of 1+ incidents
• Major Incident – Incident once it reaches a certain threshold. E.g., “I can’t access my email” is an incident, but 50 people not being able to access their email is probably a major incident.
• Change – The addition, modification, or removal of anything that could affect IT services. This includes all IT services, configuration items, processes, documentation, etc.

TDx Glossary of Terms

https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=17776 (link)

Terminology Crosswalk