TeamDynamix - Training Resources

What is TeamDynamix?

TeamDynamix is the Service Management Tool that MSU IT has selected to replace CA Service Desk. For more background information on TeamDynamix, return to the Service Tool Replacement Project Page (link).

To log into TeamDynamix (TDX) as an analyst, visit tdx.msu.edu (link).

• 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 (link).

Welcome

This page is your central hub for TeamDynamix (TDX) training materials such as videos, knowledge bases, helpful links, and more.

Have a question or see something missing? Please submit a request : Click Here (link)

Speaking the TeamDynamix Language

Below you'll find an overview of the application names and key terms introduced with TeamDynamix. For a more comprehensive glossary of terms, please visit the TeamDynamix Glossary of Terms (link).

Applications in TeamDynamix

TeamDynamix is comprised of multiple applications. Familiarize yourself with the names of the applications listed below to help you navigate the new tool:

• TDNext (link) - TDNext is the suite of applications for licensed users. You can think of this as the 'Analyst Portal' where you would access the applications listed below.
  • Desktop - A collection of delivered modules and custom reports to give a snapshot view of current activity in TeamDynamix. In CA Service Desk, you may have called this a Scoreboard or Queue.
  • Tickets - Allow users to track transactions about services an area provides. This application includes tickets of each classification (incident, service request, change, etc.).
  • Assets/CI - Allows users to easily add and categorize assets, configuration items, vendors, contracts, and locations.
• TDClient (Client Portal) (link) - The end user interface accessible by all users where they can submit tickets, read knowledge articles, or browse the service catalog.
• TDAdmin - Administrative setup interface used to configure TeamDynamix.

Key Terms in TeamDynamix

The table below provides a crosswalk of key terms that are new in TeamDynamix and their equivalents from the previous service management tool, CA Service Desk (ITSD).

Job Aids & Quick Start Guides

Select a link below to jump to that section:

• How to Create a Ticket (link): Step-by-Step Instruction for Creating tickets in TeamDynamix.
• Ticket Anatomy (link): An Overview of fields and objects that comprise a ticket in TeamDynamix.
• How to Assign or Transfer a Ticket (link): Step-step Instructions for assigning or transferring a ticket.
• Awaiting Customer Response workflow (link): Step-by-Step Instruction on Using awaiting customer response. 
• Parents and Child Relationships (link): Step-by-Step Instruction on creating parent/child tickets.
• TDX Client Portal Quick Start Guide (link): Abbreviated guide on getting Kick started on Client the Portal.
• How to Create a Template (link): Step-by-Step Instruction for creating a ticket/Report templates in TeamDynamix.
• Ticket Desktops (link): Step-step Instructions for using ticket desktop.
• Updating Ticket Classifications (link): Step-by-Step Guide for Updating Ticket Classification (Incident, Service request etc.)

Knowledge Articles - Asset Management

• Asset Life-cycle Management (link)
• Asset Data Validation (link)

Knowledge Articles - Change Management

• Create Change Order (link)
• Change Order Ticket Anatomy (link)
• Change Management (link): Pre-checklist, Submission Tip and Presenting to Change Advisory Board.
• Attach a Change to a Request, Incident, or Problem Ticket (link)
• Change Risk Assessment Guide (link)

Knowledge Articles - General

• Adding and Removing Group Member (link)
• Recommended Way to Search for Knowledge Articles in TeamDynamix (link)
• How Full Search Prioritizes Results in the Client Portal and Knowledge Base (TeamDynamix) (link)
• Search Operators Available to Modify Full Searches in the Client Portal and Knowledge Base (TeamDynamix​) (link)

Past Training Event Recordings

TeamDynamix Technician Training Videos

Part 1: Finding and Organizing your work in TeamDynamix

Part 2 : Using the Ticketing Application

Part 3 : Using the Client Portal

Part 4 : Reporting

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