Future TeamDynamix agents,
Project updates are now bi-weekly! Let’s dig in.
Town hall recording
We had an overwhelming response to the town hall on Tuesday — more than 450 people attended live. Thank you! If you couldn’t attend the session or had to step away, the recording is now available along with the slide deck and answers to the questions we didn’t get to on the Town Hall page of the Customer Support Tool website.
Primary group selection
We introduced the concept of primary groups in TDX at the town hall. An agent’s primary group helps streamline some workflows and should be set as the group where they work most of their tickets. To have this set for go-live, we need you to tell us what your primary group should be.
Action item: Please review the spreadsheet below and select the group that should be your primary group by entering “yes” in the “primary group?” column. The spreadsheet is divided into tabs by major campus unit: TDX Agents Primary Group spreadsheet.
Two notes: First, you can have only one group set as primary. Second, any agent only in one group already has that group marked as primary.
Training registration now open
During the town hall, we showed the plan for training with dates and times. Registration for training is now open. Sign up for your preferred trainings on the training page of the Customer Support Tool website. You only need to sign up for one session in each of the agent levels.
One note: Due to scheduling conflicts, we changed the date of the Reporting and Dashboards Workshop. The workshop will be held on Wednesday, June 26, at 1:30 p.m.
Replacement functionality: Fulfiller to fulfiller
Several of you asked if “fulfiller to fulfiller” tickets would still exist in TDX. The answer is TDX agents can easily send tickets to another agent or group as base functionality on the backend. Fulfiller to fulfiller was created to enable this in ServiceNow because it was not easily done. Since this limitation does not exist in TDX, we will not rebuild “fulfiller to fulfiller” in the service catalog. We will cover how this is done in training.
Save the date: Next webinar
Our next town hall webinar is Wednesday, June 12, 3-4 p.m. More details to come in the next update.
Best,
Calvin Groves, Director of Customer Support & Outreach