How to Get Tech Help using TeamDynamix (TDX)

Tags TDX Help

The new TeamDynamix (TDX) technology support system includes a Knowledge Base containing a growing number of “how to” articles, as well as a Service Catalog with information about the many products and services ITS offers.  

The following instructions explain how to search for solutions and information, as well as create a  “service request” (aka helpdesk ticket) if you need additional assistance.

Getting Help -- Process in Brief

  1. Search for instructions that explain how to resolve a question or issue you have.

How to - Search TDX for Tech Answers

  1. If you don’t find what you need, select the related Service from your search results or perform a new service search.

How to - Find an ITS Service in TDX

  1. Click the Request support button (or similarly named) on the appropriate Service page to create then submit a request (ticket) for follow-up by the Technology Helpdesk.

  2. Work with your tickets:

    • Reply to ticket emails to add needed details for the technician in a current ticket.

    • From Middlebury’s Client Portal (http://go.middlebury.edu/helpme), click the View Your Tickets button then scroll to view tickets you created or which list you as the requestor.

 

Creating Your Request (Ticket) -- Details

Fields marked with a red asterisk (*) are required -- you must fill them in.  Most forms have only a few fields.  You can click the blue question mark icon beside a field to display more information about it.

  • Requestor & Department – will be filled in automatically based on who is logged in

  • Other detail fields may be shown and will vary depending on the service.  If information is already provided please check it for relevance to your issue.  If changes are needed just click beside the suggested value to view a drop-down list of alternatives.

  • Subject - a short description to explain the nature of your issue

    • Examples:   “Outlook email won’t sync,” “MFA help needed on new phone”

  • Description - Provide as many details as possible about an issue; consider including: 

    • Midd sticker number of equipment involved

    • Software versions being used

    • Snapshots of errors received or screens you see

  • Attachment - used to attach documents or snapshots related to your issue

 

Creating Your Service Request (Ticket) -- Example

Example Issue:  You got a new smartphone and need to set it up for use with MFA.

  1. You could begin by searching TDX for MFA information.  “Keep it simple” is best with searches:

Global search criteria

  1. You see All you need to know about Multi Factor Authentication (MFA) is the top result, so you take a look and find just what you need under the section “How do I change my MFA settings?”  But…  you try the steps and can’t get things working.  What now?

  2. If your earlier search results are still in view, look for a Service listing for MFA:

MFA Service search result

– or –

Narrow your MFA search for Services using the drop-down list at left of search field:

Service search criteria

  1. Click the link for the Multi Factor Authentication Service, then click the Request MFA Support button.

  2. Your ticket is now underway with your name and department filled in.  You’ll notice in this case that “Password Reset” has been supplied which isn’t what you need.  Click to the right of the suggestion to view a list of choices.  Perhaps “MFA Setup” would be a better choice.  (You can click the X beside “Password Reset” to remove it.)

Drop-down List example

  1. Here’s what the rest of the ticket details might look like:
    Example ticket details

  2. When finished providing all the details, click the Request button to submit your ticket.

Details

Article ID: 207
Created
Tue 9/28/21 3:45 PM
Modified
Wed 10/13/21 12:36 PM