Team Dynamix Tips for Technicians

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Overview:

How to access Team Dynamix
How to take Responsibility for a ticket
How to Open and Update a ticket
Managing Desktops
Creating Reports

Team DynamixSee More

Instructions:

Employee Quick Links
Service Request
Log in
In the top right click on your name
Then click TDNext

This will take you to the desktop that is assigned to you. You can create a new desktop with the reports you want on it or use the assigned one. see Managing Desktops section. From the Desktop you can see the tickets in the Que.

Take Responsibility for a ticketSee More

Click on the ticket ID
This will pop open the ticket so you can see the details.
Click Actions, from the drop down choose Take Responsibility or Add to my Work.
Choose Ok on the pop up

Ticket Status Change ProcessSee More

New to OpenSee More

In any Action status selected we are to provide good customer service. Using Comments is a communication thread between the Service Tech and the requester.

It is recommended to quickly reply to a Customer by changing the status from NEW to OPEN.

Click on the ticket ID
Click Actions, from the drop down choose Update
This will pop open another window with fields that you can adjust and comment in.
*You always want to open your ticket so that it is in OPEN status not NEW.
Use the Open Template to send a response to the requester that you have seen the ticket and will be looking into it.
Be sure to choose the requester in the notify field.
Save

Note: If you need some templates created please submit a service request under software and provide text you want in the template.

On Hold StatusSee More

Click on the ticket ID
This will pop open the ticket so you can see the details.
Click Actions, from the drop down choose Update
This will pop open another window with fields that you can adjust and comment in.
Choose On Hold from the status drop down list.
Select the date and time the ticket will change from On Hold status to Open again.
In the body ask the requester questions or for more context for the issue.
Be sure to choose the requester in the notify field.
Save

Closed StatusSee More

Click on the ticket ID
This will pop open the ticket so you can see the details.
Click Actions, from the drop down choose Update
This will pop open another window with fields that you can adjust and comment in.
Choose Closed from the status drop down list.
In the body let the requester know the resolution of the issue, and any other pertinent information.
Be sure to choose the requester in the notify field.
Save

Click on the ticket ID
This will pop open the ticket so you can see the details.
Actions, from the drop down choose Update
This will pop open another window with fields that you can adjust and comment in.
Choose On Hold from the status drop down list.
Select the date and time the ticket will change from On Hold status to Open again.
In the body ask the requestor questions or for more context for the issue.
Be sure to choose the requestor in the notify field.
Save

Managing DesktopsSee More

New Desktop

You will need to name the Desktop
Once named, see steps below for Edit Desktop.

Edit Desktop

Edit Layout has several arrangements to choose from. Select the option you prefer.

Find the reports you want to add to your desktop in the Available Content on the left -- click on the application name to see all reports, or search by name. Arrange Reports in Column 1 and/or 2.
Drag to the column/location on the desktop where you want to view it
You can move reports around on desktop.
When done making changes, be sure to SAVE.
Go back to your desktop and REFRESH to see the changes.
If you have multiple desktops they will appear in a drop down list on the right side of the desktop, (by the setting gear) you can switch between desktops as needed.

Creating ReportsSee More

Instructions: See PDF for some Examples

From the Waffle, choose your department/service (It may already be a tab across the top you your view, is so click on the tab.
The should be an option of +Reports, click on this icon.
This opens the options for a report. Select the type of report to create.
Name the Report
Add a brief description of the purpose of the report.
Add or remove items from the columns to arrange the information wanted on the report.
Add Filtering items as needed. one example is
Order your report (how items will display)
Select who can view the report. Only you (Owner), Anyone in the application, or a specific people or group.
You can have the report emailed, set up the delivery option.
Save and Run, here you can view the report and see if adjustments are needed.
Actions, edit if more adjustments are needed.
When you are satisfied with the report you can add it to your desired desktop. For help on adding to desktop see New Desktop/ Edit Desktop section. NOTE: If you find a report that someone else created and you like it, you can use the COPY option and then adjust the copy to meet your needs.