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

Using TDNext

1. TDNext
   1. Login: https://tdx.msu.edu/TDNext/Home/Desktop/Default.aspx
   2. ITSD Analyst or Technician
      1. Analysts can submit ticket in multiple ways. Using the standard Desktop:
         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 search results name 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.
         6. Click Save to save the ticket.
      2. Instead of using the Desktop interface you can also use the Tickets tab.
         1. Click Tickets towards the top left.
         2. Click the +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.
            1. Note that using the Tickets instead of Desktops requires you to enter the user under the Requestor field.
      3. To search the Knowledge Base technicians can quickly access it from the Desktop interface and then clicking the green “Knowledge Base” link.
         1. Alternatively technicians can also access the knowledge base in the Client Portal and clicking the “Knowledge Base” tab on top.
         2. Client Portal
            1. Login: https://tdx.msu.edu/TDClient/32/Portal/Home/
            2. Click Services on top
            3. Select Service Category for appropriate form, or search using top-right search bar
               1. If using Category, under Services select appropriate service offering
               2. Once in the appropriate service is selected use the form to submit a ticket.
            4. To return to TDNext, click your Name on the top right and then click TDNext.

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