TDX Town Halls

June 12 Town Hall

The recording, slides and follow up information from the TeamDynamix Town Hall held on June 12 is below.

Live question follow-ups

What happens if there are two email codes for tickets in one email? Could one email be used to update to multiple tickets?

If there are two codes, the message will be attached to the first code listed in the message, but not the second. If you’d like to update multiple tickets at the same time, this can be done within TDNext from the Ticket’s section where you can check boxes for multiple tickets and click on Comment, Update, etc.

Regarding email-in: Is there an indicator that the source of the ticket is from a non-onyen login source? What prevents someone from spoofing an email and making a ticket look like it came from a valid user?

TDX reads the email address provided in the email header. Any security necessary to prevent spoofing would need to be done within UNC’s email configuration. Basically, our email system trusts the message, TDX process it accordingly.

Will there be an API to the TDX back end ticket data either directly or through EDW?

Yes, this is on our list to address at some point after go-live.

What happens if we have links directly to service requests or knowledge articles in ServiceNow? Will there be a redirect to help.unc.edu or a “friendly” info page?

If the link is to a page using help.unc.edu/something, it will redirect to the homepage of the TeamDynamix portal. If the link is using the ServiceNow URL (uncch-servicenow.com/something), the link will not redirect.

May 14 Town Hall

The recording, slides, and follow-up information from the TeamDynamix “First Look” Town Hall held on May 14 is below.

Q&A

The questions below are the questions that weren’t answered live during the town hall. We’ve provided answers to all of the questions that we received. For brevity, we didn’t include duplicate questions.

Service Request escalation

So is it the SR that moves through escalations – meaning no SR tasks as with SN today?

Service requests that have specific workflows and sequential tasks are definitely still possible in TDX.

Notifications

If you change a username or any fields in Edit, will the user be notified?

No, not until you make an update and select who to notify.

Can you email the customer directly from a ticket (not incident)?

Updates and comments on any ticket classification (incident, service request, etc.) can have notifications go out. We have set some defaults, but the agent making the update has control over who they go to.

In theory, it seems like an agent can resolve a ticket without ever notifying the customer about resolution. How do you make sure the customer gets notified?

Resolving a ticket will notify the customer by default, an agent would have to manually remove them from that update. The ability to control exactly who is notified on any given update is a change from ServiceNow to TeamDynamix.

Since read by shows up on the portal my tickets – is there a way to make sure customers cannot click and directly email?

This is core functionality that we cannot change, but it would require the customer to click into the agent’s name and then click their email address versus using the comment option on the ticket information page.

Permissions and Customizations

What conversations do you suggest IT departments have before Go Live with regards to what should be configured or passed back up the chain so that we have correct perms in place for people to be able to do what they need and customize what they want ahead of time?

The project team will ensure all agents have the necessary permissions to complete their work. TDX is similar to ServiceNow in the sense that all agents have access to all tickets. If there is a specific access question unspoken here, please reach out.

Resolved Tickets

Can you reopen resolved tickets?

Yes

Can tickets be reopened after they’ve been closed, a la incidents in ServiceNow?

• Agents: Agents can always re-open closed tickets.
• Customers: Once a ticket is resolved if they respond within three days, it will re-open the ticket. Three days after a ticket is resolved, it will automatically close. Once a ticket is closed, if the customer comments within seven days comments will still be added to the ticket (and notify the responsible party), and after seven days comments on a closed ticket will create a new ticket instead.

Does a ticket stay opened a certain amount days, like it does in SN with Incidents?

Yes, and in TDX all tickets are treated the same way. Tickets marked resolved will transition to closed after three days.

Training

A number of questions related were asked about the training dates, format and how to register. All of that information can be found on the Training Information page on the website.

So the level one agent training is the precursor for level 2 super agent training? Super agents will need to attend the level one training 1st?

Yes, the level one training will cover the basics and the level two training will assume those things have already been covered.

Go live date

When did you say this will go live?

July 10^th

Email-in

If email is coming back as a form of user requesting help, will a ticket be a created for each email for auditing/tracking?

Yes

Tracking Tickets

We often have tickets that bounce between depts.  Early on with SN there was a “Follow” feature that would allow us to track a ticket that had been re-assigned to another dept (where it would even notify us in the browser any time the ticket was updated).  But that went away at some point. But is there a way to keep tabs on tickets like this where we may hand off to another dept. but want to keep tabs on it?

Yes, but it is different than the ServiceNow functionality – you would “flag” a ticket to have this same feature. Once a ticket is flagged, it will show up in “My Flagged Tickets” or “My Flagged Items”.

MS Teams Contact

Are we planning on having MS Teams as a preferred contact as the portal ticket form shows?

Yes, Teams will be an option for preferred contact method.

Multiple Tickets Open

Will agents be able to have multiple tickets open (on screen) at the same time?  We currently do this in SN by opening in multiple browser tabs.  It doesn’t work great with cookies, etc, but is a thing that we do on the daily.

The current TDX UX opens tickets in a pop-up window, so yes you could. Of note: TDX is actively working on a new UX they expect to release sometime next year.

ServiceNow Archive

Will there be a way to look up old ServiceNow tickets for research?

Yes

How will we access old tickets after go live?

There will be a late-access period where things can be accessed directly in ServiceNow by agents. Once that closes, there will be a data archive – we are actively working on exactly what that looks like.

Client Feedback

Is client feedback after chats/closed tickets going to be there at the beginning?

We have not begun work on feedback surveys yet, but they are important to the project. More to come.

Asset Management

For inventory purposes, is it just copied from SN to TeamDynamix?

There is also configuration work involved. Some Asset Management configuration work will occur for go-live, but for very targeted needs. Departmentally-owned asset management is slated for phase 2.

Tickets for people without UNC emails

Has any thought gone into the issue with SNow where there were UNCH employees who could not submit tickets in SNow despite sometimes needing help from SOM or ITS?

Our go-live priority for self-service submission of tickets for folks is for those with active Onyens. That said, the concept of creating a customer record that is not associated with an active Onyen exists. More to come.

Does TDX have the ability to create tickets for alumni/former employees, or does it work similar to ServiceNow (Guest User, Guest-Past Employee, etc.)?

See the question above about UNCH employees.

Conversational AI

Is Conversational AI being implemented in Team Dynamix? https://www.teamdynamix.com/what-is-conversational-ai/

Yes – our Conversational AI go-live priority is replacing current ServiceNow chatbot functionality.

Fulfiller to Fulfiller Request

Will there be an equivalent to a Fulfiller-to-Fulfiller request?

The fulfiller-to-fulfiller request was a workaround because ServiceNow did not have the functionality to allow fulfillers to easily send tickets to each other in the back end. That limitation does not exist in TDX – agents can easily create tickets and send them where they need to go. More to come.

Requesting for someone else

The concur team often gets tickets from a delegate but we need another field so we can put in the name of the traveler whose report we need to actually look at. Is this additional field available? IE we need to be able to sort our tickets by either delegate or traveler.

If specific service offering forms need custom attributes to track additional information in this way, this is very doable.

Multiple Assignment Groups Working the Same Ticket

Is there a way to work with people in other assignment groups on the same ticket at the same time?

Tickets can only be assigned to one group at a time, but ticket tasks can be leveraged. Tasks attached to tickets can be assigned to different groups than the ticket itself.

Solutions Database

I don’t know if I missed it; but will there be a solutions database from the Agent side?

Our go-live priorities for the knowledge base in TDX are current articles in ServiceNow.

Filters

Why are filters only based on AND criteria and not able to use both AND as well as OR?

Standard filters in base functionality (e.g. a list of tickets) use OR (this state, or this state) logic. Filters in reporting use Boolean logic and can use both AND as well as OR.

Integrations

Does TDX work with Fixably for the CRC?

Yes, Fixably is one of the integrations we are building.

Does TD have the ability to pull in specific information (voucher or PO) from ConnectCarolina to update fields in a Service Request?

We have several canonical data sources in scope for the project. We are still working through this configuration.

Link in ConnectCarolina

Will there be a link in ConnectCarolina to access the service portal to submit request/ticket.

The link to the service portal isn’t changing – it will remain help.unc.edu which is currently linked from the help tile in ConnectCarolina.

Categories

Can articles and catalog items be listed under multiple categories?

We will list them under multiple categories if/when it makes sense for the user experience.

Power Users

Will there be a TDX group similar to ServiceNow Power Users?

We are still working through what resources will be available after go-live.

Submitting multiple Service Requests

How easy/difficult is it to submit multiple Service Requests quickly?

From the portal, this functions pretty similarly to ServiceNow, but does remove some additional clicks. Once you’ve submitted a request, there is an option to “create another request of this type” that takes you right back to the same form you just used.

Inserting Screenshots

Regarding inserting screenshots, what image format is accepted and size restriction? Also is drag and drop supported? Will response emails with images automatically upload these images and if necessary how would we remove an image if sensitive information is accidentally uploaded by the requester?

• File size and type restrictions can be found here: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=9569
• Yes, you can select from the file picker or drag/drop an image.
• An image included in an email reply will attach to the ticket as an attachment. It can be deleted or viewed by the agent on the ticket.
• The image will also be seen in the comments and feed, but if deleted from the ticket, will not appear in the comments and feed.

Dashboards

For the dashboarding, will we still be granted permissions to create our own customized dashboards for our team(s)?

Agents by default can create reports and dashboards and share them with their team(s). So you won’t have to use the “Share a Report” catalog item like you do in ServiceNow.

Reporting

Can you create a report that shows all the tickets that have been “handled” by a user\group even if they didn’t close it?

Yes, the concept of “tickets touched” exists in TDX.

Change Requests

In TDX – How will Change Requests(like what is in ServiceNow) be handled in TDX including approval routing by/from  the appropriate groups (ITSCAB/EACAB) ?  Calvin displayed a workflow for CAB Workflow.

We are replicating the change request workflow as close as possible to how it works in ServiceNow, but there will be differences in TeamDynamix. There will still be a change form to fill out, then approval steps that the workflow walks the change through. We’ll have a dedicated Change Request/CAB process workshop prior to go-live as an additional training session.

Live Question Follow-Ups

Will Requestor information on a ticket also show PID and Onyen?

Yes, PID and Onyen are both displayed for agents in the person information fields.

How will FERPA Privacy Flags interact with that field?

Directory privacy flags will be enabled in TDX as they are in ServiceNow. users will not be searchable on the portal by customers.