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.
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.
The main forms we use at the Service Desk are as follows:
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.”
From RefTool:
From TeamDynamix:
Lots of items going on with TeamDynamix these days. If there is other information you want to know, please ask Lucas Friedrichsen.
http://itknows.oregonstate.edu/?p=8322
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!
Noteworthy TD items – Week of December 5th – 9th
Documentation – http://itknows.oregonstate.edu/?p=8322
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.
Preferred Pronoun added as an attribute to person record
For more information about personal gender pronouns, see: https://uwm.edu/lgbtrc/support/gender-pronouns/
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 (http://itknows.oregonstate.edu/?p=8322) 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: