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.