TeamDynamix agents,
It’s been a while since our last update — right at two months. I hope things are continuing to go well for you all. We already have almost 70,000 tickets in TDX — well done!
We’re continuing our configuration work, and we’d like to share a few quick nuggets.
ITS Status widget live on help.unc.edu
We’ve added the ITS System Status widget to show real-time system status on the help.unc.edu home page. The system status service is provided by the ITS Operations Center, and full details can be found on the ITS Status page.
New field in TDNext: Department “Supported By”
We’ve added a new field in TDNext to show which TDX responsible group is the department’s primary IT support group. You can find this information by clicking a department name in the “Acct/Dept” field on a ticket. It is then listed in the department’s details.
This is data the TDX team is manually maintaining. If you notice something that needs to be updated, please let us know using the Platform and Engagement Services Form.
Alternate email in TDX
To alleviate some errors with email correspondence in TDX, we are now populating the alternate email field for everyone with their M365 primary alias. A person’s M365 primary alias (the address they send email from) is not always the same as their business email address in ConnectCarolina (which is used as the TDX primary email). The two are maintained separately. If you need to change your M365 primary alias, you can do so via Self Service > My Aliases.
If you previously entered an email address other than your M365 primary UNC address in your profile, it has been overwritten.
Ticket resolution/closure settings
We’ve updated the ticket resolution/closure settings to improve customer experience. The original setting meant it was possible to lose customer comments on days 4-7. On October 2, we updated the following settings.
Settings changed:
- Tickets set to “Resolved” automatically move to “Closed” after 4 days (previously 3).
- Tickets set to “Resolved” are re-opened when a customer comments within 4 days (previously 7). After 4 days (previously 7), a new ticket is created when a customer comments.
- Tickets set to “Closed” are never re-opened when a customer comments, but after 4 days (previously 7) a new ticket is created when a customer comments.
- For more information about ticket statuses, please see TeamDynamix: Understand Ticket Statuses.
That’s it for today — more in the coming weeks as we continue to work through some popular items: email-in, asset management, and project management!
Best,
Calvin Groves, Director of Customer Support & Outreach