TeamDynamix agents,
Welcome to TeamDynamix!
You made it — today is go-live day! TeamDynamix is now the customer support tool behind help.unc.edu. We know it has been a lot of work learning TDX and setting yourself up for success during early access. I hope you’re all excited and proud!
That said, with any change there will be some bumps along the way. Please be patient with yourself and your colleagues as we all begin to navigate daily life in TDX.
Clear browser cache
Some browsers that visit help.unc.edu regularly may still be directing to ServiceNow rather than TDX. If you or your customers experience this, clearing the browser cache will fix it. If customers need assistance with this, you can always direct them to call the Service Desk at 919-962-HELP (4357).
If you need help, have questions, or find issues
Now that TDX is live, we’re using it to receive and prioritize help requests. Beginning today, you can submit a ticket from the portal to the TeamDynamix team via TeamDynamix Platform and Engagement Services, or assign us tickets in TDNext using the ITS-TeamDynamix responsible group. If you’ve been using our shared email address for questions or help, please submit tickets going forward.
Go-live town hall recording available
If you missed yesterday’s town hall, or want to review it, you can find it on the Town Halls page of the Customer Support Tool website.
Late access in ServiceNow
As a reminder, if you still need to close tickets in ServiceNow or copy them to TeamDynamix, you have access to ServiceNow until Wednesday, July 31. You will need to use the direct link to ServiceNow: https://uncch.service-now.com/.
If you are working tickets in ServiceNow, remember to communicate with your customers outside of the system. Notifications have been turned off, so you must email your customers directly. Do not send tickets or assign tasks to other groups in ServiceNow – if you need to do that, move the ticket into TDX.
Test tickets
1,126 tickets and 570 tasks were created during the early access period. Well done! These tickets include those moved from ServiceNow into TDX as well as test tickets. We have no bulk way of determining which are “real” and which are test, so we aren’t deleting any tickets created during early access. If you created test tickets that should be removed, you’ll need to close or cancel them.
Relevant Knowledge Base articles
Below are a handful of relevant Knowledge Base articles for TDX. If these apply to you, please take a look!
- TeamDynamix: Agent Handbook
- TeamDynamix: Dictionary and Crosswalk
- TeamDynamix: Get Started with Reports and Desktops
- TeamDynamix: Use of University Sensitive Information
- TeamDynamix: Add or Remove Members from TDX Responsible Groups
- TeamDynamix: Dept IDs and Dept Numbers for TDX Responsible Groups
- TeamDynamix: TDX Integration with xMatters (Incident and Major Incident)
Specific for xMatters groups
Reminder for xMatters groups: The TDX xMatters integration is live — test your groups! Don’t wait until you need an xMatters notification in a critical situation.
Again, welcome to TeamDynamix!
Calvin Groves, Director of Customer Support & Outreach