Several departments are now leveraging TeamDynamix. This article covers how to use the tool from the technician perspective to manage requests, removing the specific department configurations.

Accessing your Tickets

1. Navigate to https://techsupport.sacredheart.edu in a web browser and select Users. 
2. Select the home button to view your desktop of tickets. 

Top Portion of the Ticket

This section includes the ticket Title, the ticket Status, the ID of the ticket and finally, it shows if anyone else is viewing this ticket. A basic back and forth navigation is provided, as well as the button to go Back to Start. This is also where you can select to view the ticket as a tab in TDWorkManagement or open it in a new tab.

• Top right shows the current Status of the ticket.
• The header is the subject/title from the ticket form.
• Square with arrow symbol makes the ticket into a tab within your TD workspace. 
• Two windows symbol opens the ticket as a separate tab in your browser. 
• Clicking on ticket ID copies it to your clipboard!
• Click the link symbol next to ticket ID to copy a direct link to this ticket.
• Use Back to Start, and the navigation arrows ( < > ) if desired.
• Click the X symbol to exit the ticket. 

General Tab

This tab shows the Actions bar, details of the ticket, description, requestor's information, attachments, and feed.

• Actions bar - provides a variety of options for manipulating the ticket. See further explanation below.
• View Ticket Summary - when clicked, uses secure AI to summarise the ticket and display the most recent updates.
• Details and Description - includes information specific to this ticket filled out by the client.
• Requestor - this section shows a summary of requestor's details on file. Full name (using preferred name), SHU email, title, organization, and SHU ID (last 6 digits).
• Attachments - any small (up to 20MB each) attachments pertinent to the ticket, added by the client. 
• Feed - shows the feed of all updates, actions, changes, and communications on the ticket. It can filter to show specific entries. It can also be used to make updates or comment publicly or privately on the ticket.

People

On this tab, more contacts and resources can be added to the ticket if needed. To add more people, click inside the Contacts search bar and type in the name, username, email, or SHU ID of the contact you want to add. Click + Add once you have located all the contacts you'd like to be part of this ticket.

Read By

Shows who has viewed the ticket and when. This can be a good reference when the client is not responding to gauge if they have looked at the provided updates.

Edit

If something is wrong with ticket details or the details need to be changed, you can use Edit button to reopen the form used to create this ticket and make changes. Edit should only be used to edit the sections of the ticket that do not affect the status or add information that the client would need to be aware about.

Adding Comments without Changes

You can add comments to the tickets without having to go through the Update process. This process is simply for adding to the feed and will not make other changes to the ticket. Comments can be added as private (seen only by TDWorkManagement users) or public (TDWorkManagement users and the client).

1. Open the ticket.
2. On the General tab, scroll down to the Feed section.
3. Click Comment.
    
4. Private or Public?
    
   1. Public: uncheck Make comments private if you want the client to see this comment.
   2. Private: leave Make comments private checked if you do not want client to see it.
5. Send an email or leave as comment only?
   1. Comment only: leave Notify... as blank to not notify the user or responsible group.
   2. Send an email: select Responsible Group or Requestor to be notified. Roles of the groups/people involved are conveniently labeled.
6. Add your comment.
7. Click Save.
8. Comment is now added to Feed. If the comment included notification, it will be sent as an email. A private comment will be labeled (private) after your name, a public one will not be labeled. The comment will show which address the email was sent to if the option was selected.

Updating the Ticket

1. Open the ticket.
2. On General tab, click on the Actions drop down and select Update. 
3. The view will change to Update screen.  
4. If the status of the ticket has changed, select the appropriate New Status, otherwise leave it as is.
   1. Make sure to set Goes Off Hold time/date if selecting one of the On Hold statuses.
       
5. Add your comments in the Comments section. This will be added as a comment in the Feed of the ticket.
    
6. If you would like some formatting and spelling help, click Revise with AI to get AI assistance with editing the comment. Make sure your message is still accurate after using AI. Click Replace if you prefer the AI suggestion.
   
7. Determine who should see this comment. Make sure that you check the Make comments private if you would like the requestor to see what you have added.  
8. Select any people you might want to notify in the Notify field. 
    
9. Add any Attachments if applicable.
10. Click Save at the top.