| Asset/CI |
Allows technicians and users to review a device’s history. Can also be used to track and maintain both hardware and software assets |
| Client Portal |
Available at support.csuchico.edu. The website for end users to interact with TeamDynamix. Includes the Service Catalog and Knowledge Base |
| Dashboard |
A collection of reports and static content that help manage work in TDX. Teams may share dashboards with reports, processes, or key links |
| Email Service |
Monitors an inbox so users can create tickets by email. Replies to ticket notifications are also added as comments to the original ticket |
| Group |
A collection of one or more users. Users may belong to multiple groups |
| Incident |
A classification of a ticket, usually a service interruption that was not planned or expected. Example: Wireless network goes down unexpectedly |
| Knowledge Base |
A library of how-to guides, walkthroughs, and troubleshooting resources available to both technicians and clients |
| Major Incident |
Created when an outage or issue impacts many people. Recommended when 3–5 people report the same problem; other reports can be linked to the parent ticket |
| People |
A tab in TDNext that allows technicians to search for people within the organization, view past tickets, and look up user information |
| Reports |
Customizable outputs that organize tickets, assets, projects, or KB articles. Common types include Ticket Reports, Asset Reports, Project Reports, and Knowledge Base Reports |
| Service Request |
A ticket classification that allows users to request access to a service, help with a task, or other information |
| Service Catalog |
The client-facing catalog of services, allowing users to submit requests or incidents directly |
| Surveys |
Feedback forms sent to users when a ticket is closed, allowing them to rate the quality of service received |
| Task |
A service request may have one or more tasks. Tasks can be assigned in order and to different users or groups |
| Task Template |
A predefined set of tasks that can be automatically applied to a ticket type |
| TDNext |
The website for technicians and managers to interact with TeamDynamix, including access to the ticketing application |
| Ticket Classification |
Categories for tickets: Incident, Major Incident, Change, Release, Service Request, and Major Service Request |
| Ticket Type |
Field indicating what kind of service is being provided |
| User |
Two main types:
• Client User — Students, faculty, or staff who can sign in to the Client Portal and request services. Includes:
- Users: Active and have signed in
- Customers: Have not signed in
• TDNext User — Managers, staff, or student staff who use TDNext. Requires a paid license |
| Workflow |
A series of approvals and tasks that can be attached to a service request. Status changes automatically based on workflow progress |