All tickets in TeamDynamix are based on a service in TeamDynamix. The services determine what information needs to be collected on the ticket, who the ticket gets assigned to, etc. Without the proper service associated with a ticket, the ticket may not contain needed information and may be assigned to the wrong people.
If you need a new service in TeamDynamix, you can submit a service request. Please note that new services may need approval before they can be added to the service catalog.
Below is the information that the TD administrators will need in order to create your service.
Service Name
Should be short and user centric, using terms the appropriate user will recognize. For generally available services, avoid jargon. For highly specific, technical services, available only to technical users, use of jargon may be appropriate.
Avoid starting every service with “Request” or “Report”, since they will all look the same.
Example: “Website content errors”.
Short Description
Typically a single sentence (including a period at the end!) that provides a concise description of the service. May include alternative wording to the service name if users may recognize the service by another name (TD allows search on descriptions and tags).
The short description can be action-oriented, using words like "request" and "report".
Example: “Report content errors and broken links on the Chico State website.”
Long Description
A more detailed description of the service. May include the requirements for the service, who the service is for, limitations and features of the service, costs (if any), etc. The long description should clarify what the service is, what it does, and who it is for.
Several sentences or a short paragraph is often enough.
Example:
Report content errors (including outdated content, typos, and incorrect information) on the Chico State website. Website owners will be notified of content errors, and errors will be corrected where possible. Please have the URL of the page in question, as well as the specific error you wish to report.
Members of the campus community can use TeamDynamix to report content errors online. Click on the “Request Service” button on the right (and log in if prompted) to report the error.
Members of the general public can contact IT Support Services at 530-898-4357 or email itss@csuchico.edu to report website content errors.
To report errors in the Campus Directory, please contact the appropriate directory maintainer.
Responsible Group
The TeamDynamix group that is initially assigned responsibility for tickets created using the service. This must be a user group in TDx, not an individual. If you need a new group created, please fill out a service request.
Example: TDx-ITSS-accounts
Service Manager
All services will have a service manager. The service manager will be a specific person, not a group. The service manager is typically the primary service provider or responsible party for the service and must have an active stake in providing the service. The service manager may or may not be an MPP, as appropriate, but they must have decision-making ability with regard to the service.
The service manager has the following responsibilities:
- Provide the service catalog entry content for the service
- Provide input on ticket structure, required information, data fields, default review/assignment, etc. for tickets related to the service
- Periodically review service catalog entries, ticket types, etc, and notify the ITSM Steering Committee or appropriate governing body of any changes that need to be made to services (including new services, service modification, and service deletion).
Tags (optional)
Any keywords that should be associated with the service. TDx will search on tags. Note: Since TeamDynamix will already search on the title and description, there is no need to repeat every key term as a tag.
Restricted to (optional)
Groups that service is restricted to. Services can be made available to all users or restricted to specific TeamDynamix user groups. Services cannot be made available just to faculty, staff, or students.
Requestable?
Yes/No. Can the service be requested through the service catalog? Some services may be informational only, and cannot be requested.
Request Form Fields
All fields needed to request the service. By default, all service requests include Subject, Description, and Requestor. The following info is required on all form fields:
- Field name
- Help text (short text describing the purpose of the field or the data requested)
- Data type (text, date picker, checkbox list, multi-select, dropdown, yes/no, etc.)
- Values (if the field is a predefined list of choices)
- Required (yes/no)
Example:
- Field name: Computer Operating System
- Help text: The operating system the computer is running
- Data type: Drop-down list
- Values: macOS, Windows 10, Windows 11, Other
- Required: Yes