TeamDynamix Quick Guide

basics TDX quick-guides

General Introduction

Welcome to VUIT's Service Request and Knowledge Base system, TeamDynamix. This platform enables you to easily request services from VUIT, explore our service offerings, and find solutions to common technical issues.

Our Service Request forms are designed to route your requests directly to our subject matter experts. These forms gather all the necessary details upfront, ensuring your request can be addressed efficiently and accurately, saving you time and expediting the service process.

The Knowledge Base offers a wealth of self-service options for resolving a wide range of technical challenges faced by the Vanderbilt community. Where applicable, articles include links to relevant Service Requests, giving you quick access to further assistance if needed. We value your feedback; you’ll find a "Was this helpful?" option at the end of each article. Please take a moment to let us know if the article met your needs or how we can improve.

This quick guide provides help for logging in, managing your profile, navigating the interface, and managing your tickets.

TeamDynamix Quick Guides

Note: All sections assume log in for TeamDynamix is successful. If you see "Sign in" rather than your name in the upper right-hand corner of the page, complete sign-in prior to following the steps in this guide.

Log in to the Vanderbilt University TeamDynamix Portal

Use your browser to go to the TeamDynamix portal and log in with your credentials.
- https://tdx.vanderbilt.edu
Use VUnetID or your vanderbilt.edu email address and ePassword.

Click to expand the topics below

Your TeamDynamix Profile

Go to Your Profile Settings
- Click on your name in the top-right corner, then select “My Profile.”
Review Contact information
- Check that your contact information is accurate.
- If it is not, see:
- Update your information in Sailpoint, then Oracle (Faculty and Staff), or YES (Students) to propagate corrections to all other VU systems including your TeamDynamix profile.
  - Note: Changes may take up to 24 hours to flow to all other systems.

How to Find Knowledge Articles in TeamDynamix

Go to the Knowledge Base
- Click on “Knowledge Base” in the main menu.
Browse by Category
- If you're unsure what to search for, use the categories to browse articles by topic.
Alternatively, Use the Search Bar
- Enter keywords related to your question or issue in the search bar.
- Press enter or click the Search icon to the right of the search box to view a list of relevant articles.
Select an Article
- Click on an article title to read the full content and view any attached files, or links.
Use Related Articles or Services
- Check the “Related Articles” or "Related Services" sections at the bottom of the page for additional resources that might help.
- Some articles that reference a specific service may have a "Request Service" link that routes directly to a related service request.

Using the TeamDynamix Service Catalog

Go to the Service Catalog
- Click on “Services” in the main menu to see the list of available services.
Browse or Search for a Service
- Use the categories to browse by type, or enter keywords in the search bar to find a specific service.
Select a Service
- Click on the service name to view more details, including a description of what the service offers.
Submit a Request
- Click the “Request Service” button and fill out the form with the required information.
  - Some requests cover related but varied topics; in these cases, choose the associated "request type" within the form that matches your request.
  - Note: Some Service catalog pages include "Service Offerings" in which the button title more closely reflects the related service, rather than utilizing a request type drop down within the request.
- Click “Submit” to send your request.

How to Submit a Ticket in TeamDynamix

Choose the Appropriate Service
- Click "Services" in the main menu.
  - Alternatively, Search for the service that matches your request.
- Select the category or service that matches your request.
- Click the "Request Service" button on the service catalog page that corresponds to your request..
  - Some requests cover related but varied topics; in these cases, choose the associated "request type" within the form that matches your request.
  - Note: Some Service catalog pages include "Service Offerings" in which the button title more closely reflects the related service, rather than utilizing a request type drop down within the request.
Fill Out the Ticket Form
- Provide a brief title and detailed description of your issue.
- Provide your preferred method of contact.
  - Ex: If your issue relates to your VU email account, you may prefer to include an external email address where you can be reached, etc.
- Attach any relevant files if needed.
Submit the Ticket
- Click the “Submit” button to send your request.

Tracking the Status of Your Ticket in TeamDynamix

Select "Services" on the menu bar.
Click the "Ticket Requests" button.
Locate Your Ticket
- Find the ticket you want to track in the list. You can use filters or the search bar to narrow down the results.
- The default search with this method will display:
  - Ticket requests you have created or for which you are a contact or the requestor.
  - Tickets that are in a "New," "In Process," or "On Hold" status.
    - To see "Completed" or "Cancelled" tickets, select those options under the "Status Class" drop down.
View Ticket Details
- Click on the ticket title to open it. Here, you can see the status, assigned technician, and any recent updates or comments.
Check for Updates
- Review the “Comments” and “Activity” sections for the latest information on your ticket’s progress.

How to Communicate with Support Through TeamDynamix

Select "Services" on the menu bar.
Click the "Ticket Requests" button.
Locate Your Ticket
- Find the ticket you want to track in the list. You can use filters or the search bar to narrow down the results.
- The default search with this method will display:
  - Ticket requests you have created or which mark you as a contact or the requestor.
  - That are in a "New," "In Process," or "On Hold" status.
    - To see "Completed" or "Cancelled" tickets, select those options under the "Status Class" drop down.
View Ticket Details
- Click on the ticket title to open it.
Add a Comment
- In the “Comments” section, enter your message or additional information in the comment box.
- Click “Add Comment” to send your message to the support team.
Check for Responses
- Monitor the “Comments” section for replies from the support team. You’ll also receive email notifications for new comments.

How to Reopen a Closed Ticket in TeamDynamix

Select "Home" on the menu bar.
Click the "Check Status" button.
Locate Your Ticket
- The default search with the method above will display:
  - Ticket requests you have created or which mark you as a contact or the requestor.
  - That are in a "New," "In Process," or "On Hold" status.
- To see "Completed" or "Cancelled" tickets, select those options under the "Status Class" drop down.
Open the Ticket
- Click on the title of the closed ticket to view its details.
Add a Comment
- In the “Feed” section, click the "Comment" button.
- Your comment will automatically notify the responsible resource for this service request.
  - To specify additional contacts to notify, search for and select them in the "Notify..." text box.
- Explain why you are re-opening the ticket, such as the issue persisting or requiring additional support.
Submit the Comment
- Click “Add Comment” to send your message to the support team. This action will notify them that you are requesting to reopen the ticket.

Commenting on a "Resolved" or "Closed" ticket will set the status to "Reopened" if the comment occurs within 5 days of the ticket being closed.

When commenting after 5 days, a "New" ticket will be created.
When a new ticket is created in this way, it will copy the basic properties of the ticket (including responsibility) but create it with the default status. In addition, this new ticket will contain the text of the associated feed item that initiated the update. The requestor will be notified when new tickets are created through this process.

How to Request Access or Permissions for a User

Generally, access and permission requests should be submitted by a user's manager or supervisor. For some request types, forms may ask for the name and contact details of an approver. Approval from that person will be required to process your request.

Go to the Service Catalog
- Click on “Services” in the main menu.
Search for Access Request Services
- Enter “Access” or similar keywords in the search bar to find services related to requesting access or permissions.
Select the Relevant Service
- Click on the service that matches your access or permission needs (e.g., “Duo MFA (Multi Factor Authentication)” or “Email Delegation”).
Complete the Request Form
- Fill out the required fields, including:
  - Requestor: The manager or supervisor placing the request.
  - Contact: The user needing a modification for access and permissions.
- Include any necessary details, such as:
  - System or application
  - Level of access or permissions needed
Submit the Request
- Click “Submit” to send your access request for approval.

VUIT will work with the contact after permissions are updated to verify functionality.

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