TeamDynamix search feedback to vendor


TeamDynamix is seeking feedback about search in the Client Portal and the Tickets application.

OSU is on a customer focus group to help improve the search capabilities within TeamDynamix.

TeamDynamix is requesting the following information / assistance.

“We would also like your help identifying examples that we will use in our testing if you participate.

3 examples for Client Portal Search

  • What text did you search?
  • Where were the search terms included in the top several returned items?
  • Where were the search terms included in the expected results?
  • Did the expected result return at all? If it did, how far down the list was it?”

3 examples for tickets search

  • What text did you search?
  • Where were the search terms included in the top several returned items?
  • Where were the search terms included in the expected results?
  • Did the expected result return at all? If it did, how far down the list was it?”

I would appreciate any assistance you can provide with this investigation.

Please e-mail any examples you have for search within the Client Portal (KnowledgeBase, Services, etc.) to

If you have any other feedback related to search, that would be appreciated also.

Feedback by Wednesday August 30, 2017 at 5pm please so that can be provided to the vendor.


Service Desk Digest 8/11/2017

Collect Computer Information

When helping a CN customer, ALWAYS record the computer name, inventory ID or serial number in the ticket.

While we’re at it: always ask who the customer is, too, like this:

  • Tech: “IS Service Desk, this is <name>. How may I help you?”
  • <Listen to user request>
  • Tech: “Okay, before we get started can I get your OSU ID or name?”

(See Call Processing Workflow.)

If we don’t know who the customer is or what device they are using, it’s hard to help them properly.

Box Update

OSU has standardized on Box as the official cloud storage and collaboration platform. Over the coming months, we will be working on updating the IS web site, documentation, and apps we install on CN builds to reflect this change. If customers ask whether they should use Google Drive or Box, please advise them that Box is the preferred platform.

As a step in that direction, Client Services will be standardizing on Box as our storage and collaboration platform. You should all have received an invite today for a box folder called “ISCS All” – please let Kirsten know if you did not.

Coming Soon: Duo

Duo is multi-factor authentication that will soon be available to all OSU employees, including student employees. We will be promoting Duo during our fall engagements at University Day and other events.

The Service Desk will provide tier 1 support for Duo. For more information, see the Duo Service InfoSheet.

Coming Soon: Localist

Localist is a tool being implemented soon to replace the OSU event calendar located at Users of the current system were contacted today about this upcoming change. If you get questions about Localist, please make a ticket and assign to Jill Swenson.

HelpDocs Moving to TD KB

Some time before fall term starts the HelpDocs customer-facing documentation site will be moved to the TeamDynamix Knowledge Base. This project is still in the planning phase.

What’s in it for you? After this change, all of our documentation – internal and customer-facing – will be in one place. I am aware that there are serious problems with the way that the search works in TeamDynamix. Part of the project involves addressing that issue, and I will post more about that later.

Status of macOS High Sierra

High Sierra has been added to our OS Life Cycle page, and an announcement is going out shortly to the CN-Announcements list about it. High Sierra is in preview, and while we are not recommending it for CN customers at this time, we will do our best to help them if they need to install it for some reason. We will fully support it for CN customers when it is released for general use in the fall.

Register Docking Stations for Wired Network

Please remember to register docking stations for the wired network. If we miss that step, customers will be connecting to the wireless network without realizing it and may have unpredictable results.

In Other News…

In case you’ve ever wondered what it’s like to work at CERN (and I mean, really, who hasn’t?) here you go:

Happy Friday, everybody!

[Reftool] New feature – Mail relay mappings

Reftool now allows for searching a variety of mail relay mapping files. This feature replaces a similar function that used to be part of tools.nws, and should make troubleshooting a bit easier in situations where a mailbox is receiving email sent to an address that Exchange/etc. doesn’t indicate it should be sent to.

To search the relay mappings, change the search type to “Mail Routing” and enter an email address or partial email address (e.g.,

The returned results will indicate which relay mapping file they are found in as well as a short description for each file.


Mail Routing Results


Relay Mapping Files:

relay-recipients-exchange: Addresses that get sent to Exchange “as-is”.

relay-recipients-onid: ONID addresses generated from the Banner ONID account feed Google virtual user mappings

virtualusers.orst: Static mappings Mappings to Exchange that are translated to a relay address

virtualusers.lifetime: Lifetime aliases

virtualusers.other: Various other aliases