Global TeamDynamix Modules
A ticket application allows you to receive and work tickets submitted into your application and configure many elements of ticketing behavior. Ticket applications are connected to other applications and modules in TeamDynamix to make them work. The applications mentioned below, and the core records in them, cannot be configured by ticketing app administrators. They are managed by the VUIT ITSM team, but you should know about them and how they interact with your ticketing app.
People
The People application contains a record for everyone in the Vanderbilt Community who could have cause to submit a support ticket or be the subject of a request. People records are imported/updated each night from a database connected to the SkyVU enterprise application.. It is through this import that client/customer and technician records get all their attribute values, such as Name, Email Address, VUnetID, Department affiliation.
By default, people are imported into TeamDynamix with the security role of Client. This role grants them access to the customer portal to view the knowledge base and submit requests for support.
Those who need to receive and work tickets in TeamDynamix will need to be assigned the role of Technician. This would be a manual task undertaken by the VUIT ITSM team where applicable. If you need new people to be added to the Technician role, reach out to the VUIT ITSM team with the details of the people and the specific ticketing application they need access to.
Departments
Vanderbilt department records are also imported from SkyVU on a regular basis and automatically associated to the people within them. Department records (also called Account records in TeamDynamix) are a required field on ticket forms and a person's department records will automatically populate on forms as it is linked to their People record when they are imported. If there are people in the People import that are not associated to a department records in SkyVU, they will be assigned to a generic department to allow them to submit tickets if needed.
Locations
Location/Building records are imported from the AiM Database maintained by Facilities. It contains Vanderbilt campus buildings and the rooms within them. This allows accurate, normalized location information to be used on tickets and related reporting.
Accessing the Admin Controls
Those designated as App Admins will be able to access admin configuration pages via TDNext by clicking on the Gear icon on the right-hand side of TDNext and then selecting the Admin link
That will open up the Admin page for that specific app only.
Make sure you are within the correct app for which you are an App Admin when you click the Gear icon. If you are in another tab/app for which you are not an admin, you will not see the Admin link.
Configuring the Application
Most ticketing settings are available to be configured by an App Admin, with the exception of global settings that apply to all ticketing apps, such as the Priority Matrix. Those are managed by global TeamDynamix administrators at Vanderbilt (ITSM team). Global ticket settings are absent from the App Admin configuration screen.
Information on some primary configuration elements is provided below
Users, Roles & Groups
User Management
App Admins are not able to grant people access to their ticketing app; This can only be done by the VUIT ITSM team. Submit a ticket to the VUIT ITSM team if you wish to add anyone as a technician to work tickets.
Clients (customers) do not need to be granted access to the application to be requestors/contacts on your tickets.
Groups
Groups are collections of technicians that can be assigned tickets; They are created by the VUIT ITSM team. If you wish to create a new Group to work tickets in your app, submit a ticket with the details.
Whilst Groups are created by the ITSM team, App Admins can grant existing Groups permission to their application via Users & Roles>>Groups>>Group Associations. Groups can also be assigned Group Managers who can toggle notification settings for each person in the Group and add and remove members. Potential new members would need to already have access to your ticketing application as a technician.
Security Roles
App Admins can create and assign new security roles at app level (Global security roles are managed by the VUIT ITSM team). If you want certain technicians to have greater or lesser permissions than others to tickets, roles can be created/modified and assigned accordingly.
Application Level Security Roles
Email Admin
Foundational Email functionality has been configured at an enterprise level by the VUIT ITSM team. This means that there is no configuration required at App Admin level for ticket notifications and for email replies to ticket notifications to work.
- Ticket email notifications from TeamDynamix, both to customers and technicians, comes from the global address support@vanderbilt.edu
- All replies sent to ticket notifications received will go through the Email Replies monitor that will add the reply as a comment on the associated ticket.
Email Monitors
If you plan to have an email monitor that will create tickets from emails received at a specific mailbox, this can be configured in collaboration with the VUIT ITSM team. The ITSM team will assist with configuring the Email Auth Account that acts as a conduit between your email monitor and the VUIT Microsoft O365 email system. Once authentication to your mailbox is set-up you can configure the mailbox rules to determine which emails are picked up to create tickets from, who to assign them to, what the priority is etc.
TeamDynamix Guide to Email Monitors
Notification Templates
The format of the notification emails should be part of your configuration efforts and those templates should align with Vanderbilt branding to ensure consistent customer experience across Vanderbilt. If you wish to copy the templates used by VUIT, or use them as a base to work from, let your VUIT implementation contact know so this can be prepared for you.
TeamDynamix Guide to Notification Templates (refer to the section on Ticket Applications)
User V Requestor Template Differences
Ticket Settings
The Admin section called Settings is where most ticket behavior is configured fort ticket applications
Review these carefully and consult with the VUIT ITSM team if you are unsure on the behavior changing these settings will allow.
TeamDynamix: Getting Started with Ticket Settings
Forms
TeamDynamix ticketing applications come with a number of default forms for the different ticket classifications, including Incident and Service Request. You can modify these to add or remove certain Attributes (fields) such as changing the display names of attributes to match local terminology or adding new attributes to capture information not captured on the default forms.
TeamDynamix maintains a number of knowledge articles for admins to understand how to work with forms and attributes; links to some of those articles is provided below
Managing Forms and Attributes
Working with Ticketing Forms
Working with Default Ticket Forms
Ticket Workflows
Workflows can be assigned to tickets to control the flow of work for repeat processes, such as assigning tasks to specific people or groups or handling approvals on requests. Workflows are not required to work tickets in TeamDynamix, but can be used to improve efficiency. To view and manage Workflows within your application, go to the Admin section and click on the Workflows link.
TeamDynamix provides numerous knowledge articles to assist with understanding and working with Workflows. A starting point is provided below:
Working with Ticket Workflows
Automation Rules
Automation Rules are not required to work with tickets, but are available if required to automatically set values on tickets upon creation based on specified criteria. For further information, start with the knowledge article below.
Getting Started with Automation Rules
Service Level Agreements (SLAs)
SLAs can be configured for your ticketing application if desired by App Admins. For more information and to get started, please read the article below.
Getting Started with Service Level Agreements
Moving Tickets Between Ticket Applications
It is possible to move tickets from one ticket application to another in TeamDynamix.
Please refer to this related knowledge article for details:
TeamDynamix Sandbox
A non-production Sandbox environment is available to test out forms/workflows/automation rules etc.
https://tdx.vanderbilt.edu/sandbox/
It is periodically refreshed from Production data. If you have not discussed or used the Sandbox as part of implementing your ticketing application, please reach out to the VUIT ITSM before undertaking any testing to ensure your application is configured in that environment.