TeamDynamix Quick Guide

• 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. 

• 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.

• 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.

• 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.

• 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.

• 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.

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.

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.