This article was originally published in the July 8, 2021 IT Weekly.
Thank you to all who attended TeamDynamix Ticketing Training over the last two weeks. Here is some additional information as we prepare for the internal launch on July 12 and campus launch on July 26:
Training Resources
Additional help resources have been added to the TDX Technician Training page , including a recording of the live training and a best practices guide covering ticket statuses, public and private comments, and responding to misrouted tickets. Bring additional questions to the remaining Q&A sessions this week: Thursday, July 8 from 9-10 a.m. and Friday, July 9 from 11 a.m. -12 p.m.
Feedback
During the internal launch phase from July 12-23, please continue testing and providing feedback on the TDX ticketing application using the following avenues:
- Complete the demo service request and feedback form before creating additional tickets
- Submit additional tickets through week of July 12-16; mark any test tickets as FAKE TICKET in the title
- Beginning July 19, submit a (Ticketing Portal) TeamDynamix/TDX service request form
Reporting
A more in-depth reporting training has been scheduled on July 20 from 1-2 p.m., and more sessions may be added later. Based on vendor recommendation to use a train-the-trainer model, managers will be invited and welcome to send a delegate in their place if needed. The session will be recorded and shared for those who cannot attend. In addition to the reporting videos previously shared, the training page
also includes a link to submit questions in advance of the training
.
Technology Help Center
For the campus launch on July 26, the Technology Help Center at help.ohio.edu will replace ohio.edu/oit/help as the new landing page for campus users seeking IT help. Campus users can submit a help request via an online form and track their tickets through this page. The Help Center will become more robust with the addition of the service catalog and knowledge management modules later this year, at which time customized incident and service request forms will be added in conjunction with their associated services.
For a detailed review of the timeline, please refer to the June 30 IT Weekly article
. Questions can continue to be posted on the OHIO IT TDX channel in Teams
.