How to use Fleming's Team Dynamix software from a client or TDX Agent (staff) perspective.
Team Dynamix (TDX) is the college's new IT Service Management (ITSM) and Enterprise Service Management (EMS) system. Service divisions at the college are encouraged to upgrade and switch from using Cerb for tickets and Affinity/Department for publishing service catalogues and knowledge-base style content.
TeamDynamix (TDX) is a well-known IT service management (ITSM) & enterprise service management (ESM) that utilizes a single platform in order to improve your workflow, and allow for easier enterprise integration. Like most powerful applications TDX has a learning curve. You can easily find yourself lost, or overwhelmed during your first exhibition within the platform. To combat this, TDX has provided a comprehensive article on technician training.
Adding Signature for Comments/Replies
No - Users are encouraged to browse the Service Catalog to request services and related support. Only other systems can create tickets via email directly.
Steps to access your ticket history on the client portal.
Tasks and Activities can be added to the tickets without Start and Due dates.
Change a TDX Ticket from an Incident to Service Request.
Steps on how to create a ticket using Team Dynamix (TDX).
Scheduled tickets can be configured so that routine work items can have tickets automatically created.
TDX has the concept of parent and child tickets that allow both status and update comments to cascade from the parent ticket to the child ticket. This can be very useful for Major Incident tickets, acting as the parent, that can cascade updates to several child Incident tickets.
How to reply to a requestor and post comments on a TDX ticket.
How to change the ticket status to On-Hold and automatically re-open
Summary of the processes used to manage changes to Fleming's Team Dynamix (TDX) Service Portal.
When technicians are processing tickets, the same actions are often taken for similar ticket submissions. Importantly, the technician needs to inform the client of the chosen action via update comments.
An overview of the IT ticket statuses and what they mean.
Following ITIL terminology, TDX tickets can be used to represent Incidents, Service Requests, Major Incidents, Problems, Changes and Releases.
In some situations, a ticket may be created for a more complex piece of work, which requires a series of smaller Tasks to be completed before the ticket can be closed.