TeamDynamix Glossary

Summary

On the main TeamDynamix (TDX) landing page it will say ITS Service Desk at the top with the Bellevue College logo. On the Blue Banner below, you will see several options: 

1. Home – the TDX home page with a picture of the ITS Service Desk. 

   • Need Help – ways to submit a ticket and building/room location of Service Desk. 

   • Hours – days of week and hours, the Service Desk is open. 

   • Popular Articles - dynamically lists the most frequently visited knowledge articles. 

   • Training Articles – knowledge articles (5) targeted to provide instruction on how to create, view and track a ticket. 

2. Services – these are the technology services provided by Information Technology (ITS) to the BC Community. 

   • Service Catalog – a roster of technology services provided by the ITS division to the BC Community – students, faculty and staff. 

   • Categories – logical groupings of technology services. 

   • Services – an orderable technology service, which could be an existing technology capability is not working properly or are in need of a technology capability you don’t currently have. Think of it as anything orderable from ITS. 

3. Knowledge Base – this is an inventory of knowledge articles. It is to answer many commonly asked questions or issues. Over the coming months the knowledge base will be fully populated. 

   • Categories – logical groupings of knowledge articles. These are very similar to service categories. 

   • Articles – knowledge articles created for common questions or issues. These provide instructions / information for self-service purposes. 

   • Popular Articles - dynamically lists the most frequently visited knowledge articles. 

   • Recent Articles – dynamically lists the most recently visited knowledge articles. 

   • Popular Tags – these are the most commonly used search tags. 

4.  Search – there are two ways to search in TDX.

   •  In the top right hand corner, there is a search box with the words inside it that say, “search the client portal”. Client Portal is the TeamDynamix (TDX) landing page. Typing search words in this box will scan the entire TDX system for potential matches. 

   •  Just below the blue banner is the word “search”. Selecting this option, either when you are in the services section or knowledge base section will bring up a new screen where you can enter search terms and category to search within that particular section for potential matches. 

5. Other terms

   • Classification

     • Incident - an existing technology capability that was working is no longer working properly

     • Service request - a new technology capability that is not currently in place is requested

     • Change - a request to update a production system

       • Standard - Pre-approved change that requires a Request for Change (RFC) but not Change Advisory Board (CAB) approval. The CAB Manager approves standard changes. An RFC is required to make the change visible on the change calendar.

       • Normal - An RFC that is discussed, reviewed and approved by CAB and is visible on the change calendar.

       • Emergency - An RFC that is discussed, reviewed and approved by CAB before or after the change is implemented in production. 

     • Problem - a ticket that is created when a trend is determined and 5 or more related incidents are reported. The related incidents are associated to the problem ticket. After the problem is resolved a debrief meeting is held to determine root cause and opportunities for prevention.

   • Status

     • New - a ticket has been created; an owner has not yet been assigned

     • In Process - a ticket has been created; an owner has been assigned; work on resolving the ticket is in progress

     • Complete - a ticket has been resolved and closed

     • Canceled - a ticket has been withdrawn, or otherwise canceled

     • On Hold - a ticket has been paused for a specific period of time.

       • The ticket is placed on hold for 3 days if a response is needed from the requester. If no response is received, the ticket will be come off hold after 3 days and be marked as completed.

       • The ticket is placed on hold with a due date to come off hold, which can vary, depending on the nature of the ticket.

         • Example. User promised to return a loaner device in 30 days. Set status to On Hold for 30 days out, and follow up after the ticket comes off hold.

         • Example. User response is needed, but indicates won't be able to within 3 days due to a 2 week vacation. Set status to On Hold for 2 weeks out, and follow up after the ticket comes off hold.

     • Awaiting Supplies - purchase order has been placed with vendor and currently awaiting delivery of equipment / supplies

   • Ticket Type - 

   • Acct/Dept

     • Bellevue College - this is set by default for any employee (staff/faculty in addition to student-employee) who is the requester

     • BC Student - this is set by default for any student (except student-employee) who is the requester