Category Archives: TeamDynamix

TeamDynamix Email Service Upgrade

In preparation for the impending launch of TeamDynamix v10.0 this Saturday morning, we will be upgrading the service that processes emails and creates tickets from them.

This upgrade will occur today, Oct. 20th at 5pm. Expected downtime is less than 10 minutes. During this window, incoming email will not be processed and tickets will not be created. After the upgrade is complete, emails should resume processing as usual.

Thank you for your patience as we get this resolved.

TeamDynamix Forms

How Forms Work in TD

Forms are a feature that was introduced after we implemented TeamDynamix at the Service Desk. As such, we are still working out all the details, but here are a few quick things you should know.

  • On new ticket creation, select the correct form and the corresponding ticket type will be set for you.
  • Forms determine what custom attributes are visible. For example, if you choose “Application/software support”, the “Applications name(s)” attribute will be displayed. If you choose a CN form, the “Computer/device name” attribute will be displayed.
  • Once a form has been selected, changing the form will NOT update the ticket type. If you need to change the form, please update the ticket type as well.

Forms We Use

The main forms we use at the Service Desk are as follows:

  • Account issue (locked out, password changes, etc.)
  • Application/software support  <- Most popular!
  • Campus Labs
  • CN Accounts
  • CN Build/Rebuild
  • CN Customer Move
  • CN Device Support
  • CN Malware Response
  • CN Printer Support
  • CN Recommendation/Purchase
  • CN Surplus
  • Compromised Account
  • Email Support
  • General/Other/uncategorized  <- Not sure? Use this one.
  • Network Support
  • Personal Device Support  <- Main one used at Walkup
  • Referral
  • Spam/Phishing

Please note that you should only use a CN form for CN-related requests. For example, if a customer calls for help with their home printer, use “Personal Device Support” and NOT “CN Printer Support.”

Ways to Create a Ticket

From RefTool:

  1. Look up a user. Click on them. Near the upper right, click on “Create Ticket (IT)”. Choose “Service Request”.
  2. In TD, select the correct form from the drop-down at the top of the page. (Do this before filling in any fields.)
  3. Fill in all required fields.
  4. Click Save.

From TeamDynamix:

  1. Click on the “IT” tab. (If you don’t see the “IT” tab, click on the application waffle in the upper-left, and choose the IT button.)
  2. Click on “+ Service Request Form”
  3. Select the correct form from the drop-down at the top of the page. (Do this before filling in any fields.)
  4. Fill in all required fields.
  5. Click Save.



TeamDynamix update – 2-3-2017

Lots of items going on with TeamDynamix these days. If there is other information you want to know, please ask Lucas Friedrichsen.

Upcoming changes

  • Banner – TD integration / people record imports/changes
    • This weekend, February 3rd, the integration from Banner to TD is changing for student populations. This will now include students that are eligible to register. There will more people records in TD now.
  • Lance is also checking on people accounts in TD that are set to inactive, but should be active.
  • Notification template improvements – shorter, cleaner look than the table.

Settings changes

  • Employee phone numbers
    • Hyphens were added to help with readability
  • IT Application
    • Reopen tickets within X day(s) of completion/cancellation; create new tickets afterwards
      • Changed from 10 to 30 days.
    • Forestry IT, ROOTs IT application
      • Reopen tickets within X day(s) of completion/cancellation; create new tickets afterwards
        • Changed from 4 to 30 days.

Known problem records for TD

Ticket creation templates

  • Are you making the same ticket repeatedly?
  • Ticket templates can be created to help speed up that process.
  • To make your own template, go into the ticketing application you use
  • Click on “New”
  • Click on “Ticket template”
  • Fill out the fields
  • Do you want to share that with a group?
    • Put in a ticket for OSU TeamDynamix support with the name of the ticket template.

Documentation added to ITKnows

  • Some additional known issues and workarounds
    • Ticket update – more than 10,000 characters
    • Text or images missing from ticket description, when e-mail sent in
    • Ticket update – template overwrites existing text
  • TD service degradation, outage processes

TD – software feature requests

Groups on-boarded

  • Information Security Office
    • Another ticketing application was created for their group
    • Does NOT send a “ticket created” e-mail back to the requestor.
    • Does NOT send a “ticket created” e-mail back to the requestor
  • If you need to escalate to their office
    • Move the ticket into “InfoSec Office” application


  • Client Portal
    • We are close to ready to rollout/market the client portal to customers.
    • This will also involve a change to the Notification Templates that customers receive, including a link to their ticket.
    • Kirsten Petersen, Lucas Friedrichsen and Michael McDonald are working to improve the template e-mails that customers receive.
    • If all goes well, we will turn on the Client Portal on Friday February 10th.
  • Knowledgebase
    • Kirsten Petersen and Jade Trujillo are working on the Knowledgebase in TeamDynamix.
    • She is also talking with other groups outside Client Services about the structure and organization.
  • Asset management
    • Todd Soli, Chris Sinnett, Lucas Friedrichsen and Liv Vitale are looking at Asset / Configuration Item management for Client Services on the hardware side. This would replace the and sunset the old inventory system.
    • Chris Sinnett, Lucas Friedrichsen and Brandon wells are looking at this capability for Telecomm. This functionality is needed for their on-boarding / migration to TeamDynamix.
  • Service Catalog
    • This will be a list of services that customers can request, with specific forms that ask for pertinent information and routes to the appropriate group.
    • Current items
      • Organization/structure refinement for the Service Catalog
      • Building out one Service Catalog category, bringing that info to IS Execs

Groups – the current plan

  • We are also reaching out to groups to see if less complex groups can move into TD faster than the schedule below.
  • Next up – by March 15th, 2017
    • Network Operations
    • Telecomm
  • April
    • Academic Technologies
      • SMS
      • (Canvas)
      • TAC/Clickers
      • Kaltura/Media.o.e
      • Media Services
      • Classroom technologies
    • IS Change Advisory Board – change management process
    • TD change management & change management process
  • May
    • Enterprise Computing Services
      • ECS – ACT
      • ECS – ATO
      • ECS – DAT
      • ECS – Integrated Systems
      • ECS – MIST
    • June
      • Managed Communication Services
      • If Able
        • CAS/ROOTS IT
        • Forestry IT

TeamDynamix items – Week of December 19th – 23rd

  1. IS Web and Mobile Services (CWS) using TeamDynamix

Wednesday December 21st, Web and Mobile Services staff were trained and started using TeamDynamix for tickets. They will process old tickets in COHO and new tickets in TeamDynamix.

Need to assign a ticket or task to them, the group is: Web and Mobile Services (CWS)

2. Known issue: Customers responding to on-hold tickets, not going back to a certain status.

Situation: If a customer responds to a ticket that is on-hold, that ticket goes back to it’s previous state, even if that state was closed.

Current workarounds:  If you work on a ticket that is closed, please update the ticket to “open” first. Then update again if you need to set another on-hold status. Additionally, a ticket report that shows when a customer responds to a ticket, regardless of ticket state. Max and Kirsten have access to that report.

Vendor feedback status: A feature request has been submitted to TD to let us set the status of tickets when customers respond.

3. Known issue: Multiple requestors listed with the same name, it’s hard to know which one to select.

Current workarounds: put in the ONID username for the person.

Vendor feedback status: A feature request has been submitted to TD to show the e-mail address for the person who is being selected.

4. Known issue: Same person listed twice

Duplicate accounts were created in TD initially with RefTool2 creating them. That was disabled so there are not many duplicate entries.

Status – Lucas is merging those together.

5. Asset management

Todd Soli is continuing to engage with Client Services staff to understand our needs around Asset Management. Some high level goals of Asset management for Client Services are: stop using Inventory, integrate with SCCM and Casper as best we can to get data from those systems. All of those are in hopes/plan to reduce or eliminate manual entry of data that is automatically generated and maintained elsewhere.

Lucas is engaging with groups outside Client Services about their needs/wants/goals of Asset Management.

6. Client Portal

Lucas is working with the IT Communications Manager next week to brand the Client Portal. Once that is done, some testing has been performed, documentation and communications created, we will roll that out so customers can view their tickets and submit. Ideally that will be before Winter Term begins.

7. Knowledgebase

Kirsten, Jade Trujillo and John Pelkey have started looking at what Knowledgebase has to offer. Staff from CWS will be granted access to help with that investigation also.

High level plan/thoughts – Migrate HelpDocs to the TD knowledgebase. Refer to Kirsten’s recent post about this also.

8. Ticketing application access – IT, Forestry IT, ROOTs IT

Rights were added for all internal staff currently using TD to see both ticketing applications and move tickets into those. – “IT”; Forestry IT, ROOTs IT

If you need to move a ticket, click on “actions” then “move to application”. Read the form and fill out the fields.

9. People import / integration update

Lance Duddlesten is working hard and revamping the Banner to TDx integration. He has been refining that with Grouper groups to make the process more effective. While he is doing that, he is performing manual updates of data between Banner and TDx. Meaning, he runs the querys/jobs to update TDx from Banner instead of those happening on a schedule.

What this means for you, some data might be out of data for customers. If you run into that, or a customer/person that is NOT listed in TD, please inform Lucas.

10. TD/ITSM Steering Committee

Lucas is working with Lisa to get the next meeting scheduled for the steering committee. The group is discussing/reviewing and providing input on the direction of TD/ITSM. The first charge is related to customer notification templates and a high level roadmap of the groups and functionality to turn on/investigate for TD.

11. Next group to on-board into TDx

Office of Information Security. Date has not been selected yet.

Happy holidays!

TeamDynamix items – Week of December 5th-9th

Noteworthy TD items – Week of December 5th – 9th

Documentation –

Integration with Banner
The integration for People load / update process broke when the switch to Oracle 12. This was discovered on Tuesday the 6th and repaired that day.

  • Known/reported issues related to that – 2
  • I am working with Lance on automated methods to alert when People load/integration jobs fail.

Preferred Pronoun added as an attribute to person record
For more information about personal gender pronouns, see:

You can edit your own Preferred Pronoun on your person record. Do not edit records for others.
New Core migration ticket type added – IT tab/application
– Default task template also added, those are tasks that Chris Sinnett utilized in Jira previously for the New Core Migration process.
– Visibility for Service Desk – Projects and Service Desk – Managers to see this ticket on ticket creation.

Individual tickets – “Find referenced” link repaired

The link has been repaired and will return all tickets for that customer that are NOT Closed or Cancelled. That link shows up under the Requestor’s name in the individual ticket.
– For ALL tickets for a customer, click on the person’s name, then “tickets” at the top.

TD documentation on IT knows
IT ticketing application
– Ticket statuses – to further explain the statuses and what happens in TD next.
– Known issues and workarounds

Asset management
– Todd Soli has started looking further at the capabilities of Asset Management within TeamDynamix. He will be getting info from people about what they utilize in Inventory now, and what other groups in IS and Forestry and ROOTs see as useful capabilities for Asset Management.

Merged tickets hiccup

Tickets that get merged together have problems with e-mail processing/going into the proper ticket.

– Example –
Ticket A is created and communication is sent to customer.
Ticket B is located, determined that Ticket A is a duplicate of Ticket B.
Ticket A is then merged into Ticket B.
E-mails that were sent to Ticket A do NOT make it into Ticket B.

What has been done on this hiccup
1) Feedback has been submitted to TeamDynamix about the issue and the need to fix it.
2) I am checking the mailboxes and e-mail service logs multiple times a day for any messages that do NOT make it into tickets and adding those entries to the appropriate ticket, changing status, etc.
3) Documentation is in ITKnows ( about the known issue, and workarounds.
a. That documentation is also list below.

If you have questions/feedback, need additional documentation etc please use the following methods:

  • Talk to Lucas Friedrichsen
  • E-mail –
  • Slack –
  • TD ticket – Ticket type = “OSU TeamDynamix Support”