I have made a number of modifications to the forms we use most often in TeamDynamix.
- “Computer location” and “customer equipment location” fields have been added on relevant forms.
- If we take possession of a customer’s computer or equipment, set these fields!
- If you move a customer’s computer or equipment, set these fields!
- Status is at the top of (almost) every form now to make it easier to update status quickly.
- The “Walkup” forms have been disabled.
- The “Source” field is now required on all of Service Desk forms.
- The field “Extension customer?” has been renamed to “Extension or AES Off-campus customer?”
- Many disused fields have been removed.
A breakdown of most of our forms with their fields can be found here: https://oregonstate.box.com/s/n9in7lpvxelng6laujtoz5dn1s2xbwym
Lucas and I are working on dismantling the separate reports and desktop for “Walkup” and will create a new report to help us find tickets about personal devices in our possession.
It’s really important that you set the “Computer location” field.
Please set the “Computer Location” field.
I will bake cookies. Really.
Each desk has a name and they will soon be labeled. Maps will be posted soon. For now, here is my quick and dirty map:
What is happening?
We are adding a new field to TDx forms that the Service Desk fills out on behalf of customers. The new field is called “Tech notes” and will be used to describe the current status of a ticket – what has been done and what needs to be done next.
The goal is to clearly communicate to the user and other technicians:
- Description – audience is the end-user who is making the request. State the request in the customer’s context. Avoid jargon.
- Tech Notes – audience is other technicians. Put jargon and “done / doing / to-do” updates here.
Why the change?
The “Description” field gets emailed to the customer when their ticket is created, as well as when it is modified. As such, putting technical jargon in that field, or next steps for other techs, can be confusing.
Also, the customer’s request generally stays the same throughout the life of the ticket, while the current status and next steps continually change. Using the ticket feed to track next steps is problematic because it is too easy for things to get missed. The Tech Notes field will be more visible than the feed.
You’re killing me with all these TDx form fields…
We are working on removing some unnecessary fields and standardizing across forms. Lucas and I will be reviewing the various “Device” fields soon – many are no longer needed as we can now set Asset on the ticket instead.
Note: not all forms will have the Tech Notes field (yet). It’s a work in progress. Also, while the Tech Notes field is not currently required, it may be required in the future. Get ahead of the game by starting to use it now!
Please post your thoughts in the #teamdynamix channel in Slack.
The move of Helpdocs articles into the TeamDynamix knowledge base is almost complete. We are now working on redirecting individual pages from the old Drupal site to the new KB.
Two things to note:
- When helping a customer, search the TDx KB for information first.
- Articles in the “Internal” category or that have “Published: No” cannot be seen by customers. You can use those articles, but you should not send the link to the customer.
Tips on Searching in the TDx KB
I am aware that the search in TDx is not good right now. The next release coming out this month addresses many of the issues with search. For now, see the following for help with search:
Recently I sent an update about the location of power adapters during a CN build for a new laptop. I said the adapters go with the computer, but it turns out that is only true some of the time.
We actually have a number of adapters (particularly for Dell). If the adapter matches one we already have, the customer’s adapter will stay with the shipping boxes and not go with the laptop during the build. This is to avoid mixing up customer adapters with our own.
I have updated our documentation to indicate that the adapter may be with the computer or with the shipping boxes: Service Desk Guide 11.0 Recommendations and Purchasing
Note: We need to make sure the location of all customer equipment is clearly indicated in the ticket. I am working on updating TeamDynamix to make this clearer. More on this soon.
Please let me know if you have questions.
When updating a ticket in TeamDynamix, please be aware of the following:
- The customer can see the “Description” field. Consider them as your audience when writing the Description. Keep it kind and professional, and as free of jargon as possible. Lucas and I are working on adding a “Technician Notes” field for comments between techs that don’t make sense to the customer.
- Never use all caps in a ticket update. People reading that will think you are shouting at them. If you need to emphasize something, I recommend **asterisks** (TDx does not currently support rich text in tickets).
- Check the Notify fields. When updating a ticket, remember to set someone in one of the notification fields. If you don’t, they won’t necessarily see your comment.