Objective
Following these steps will create a ticket in the TeamDynamix system.
Environment
TeamDynamix
The instructions and screen shots in this Article are from the MSU IT TeamDynamix entity. Application names have a prefix to identify their entity in the form of XXX-Application Name. For example: ITS-Tickets is the name of the Tickets application for the MSU IT TeamDynamix entity. The Steps for other entities are the same despite the different prefixes.
Before You Begin
You must have an Analyst or Technician role in TeamDynamix to use this process.
Steps
All Analysts - Using ITS-Tickets
- Login: https://tdx.msu.edu/TDNext/Home/Desktop/Default.aspx
- Select ITS-Tickets towards the top left
- If you've never opened ITS-Tickets before, select View Applications and then choose ITS-Tickets
- Expand the drop-down New and choose the appropriate ticket type as Incident Form or Service Request Form.
- 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.
- Select Save.
- You're done!
ITSD Analysts Only - Using the ITSD Dashboard
- Login: https://tdx.msu.edu/TDNext/Home/Desktop/Default.aspx
- Under People Search select People, and search for the customers NetID in the Search Text field.
- Scroll down and click on the appropriate name in the search results to open the users contact record.
- On the Tickets tab select +New to start a new ticket.
- Select the appropriate form as Incident Form or Service Request Form.
- Fill in all of the required ticket information using the Ticket Anatomy job aid (link, KB 1827).
- Select Save.
- You're done!
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