TeamDynamix agents,
We’re one week in! We’ve already had over 4,800 tickets and 600 tasks entered in TeamDynamix since go-live. I hope everything is going smoothly for you all. Please remember to give yourselves and others patience as we settle in.
Additional office hours
We have added weekly office hours through the start of the Fall semester. You can find the schedule and the link to attend on our Events calendar.
Remember, if you have questions or issues outside of office hours, you can submit a ticket from the client portal to the TeamDynamix team or assign a ticket directly to ITS-TeamDynamix in TDNext.
Sensitive information in TDX
Just like in ServiceNow, Tier 3 restricted information is not allowed in TeamDynamix, and the use of Tier 2 confidential information should be minimized.
Refer to the TeamDynamix: Use of University Sensitive Information knowledge base article for more information and guidance on reporting sensitive information properly.
Adding fields to email notifications
After some requests, we’ve added the service and custom attributes on a form to the agent email notifications. There are a couple of nuances to the custom attributes in the emails. First, they will only be included if they are portal visible attributes — if they are agent-only attributes, they cannot be included. Second, their name is less clear for now as we only have their “report name” to reference — it will be this way for a while until we can add more user-friendly names.
We have left these fields off the customer notifications to keep them simple and avoid confusion.
ServiceNow
Fulfillers still have access to ServiceNow until Wednesday, July 31. If you have open tickets in ServiceNow, please either close them out or transition them to TDX. (Reminder: Communicate directly with the customer since ServiceNow notifications have been disabled.)
We’ve seen a few questions from customers inquiring about how to find the status of their open tickets in ServiceNow. Only those with fulfiller licenses now have access to ServiceNow. Anyone trying to review or update tickets via the service portal will no longer be able to.
ServiceNow data archive: We will provide more information in the coming weeks about what the ServiceNow data archive will look like.
Best,
Calvin Groves, Director of Customer Support & Outreach