Search51 Results

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

There are two primary ways to search for articles using the Client Portal and Knowledge Base. The search logic used and operators available to change the search behavior are different depending on the option you use. This article explains the methods and differences between them.

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.

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

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

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.

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.

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.

Step-by-step Instructions of creating tickets in TeamDynamix as an Analyst

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

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

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.

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.