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Current Configuration Decisions for the IT Service Portal
Table of Contents
Service Catalog
- The Educause ECAR model was used as the foundation of the new Service Catalog for Technology Services. The Top 10 Services and their accompanying 70 Service offerings are currently live in the catalog and account for 65-70% of all service requests.
- Some content in Service Catalog descriptions is TBD and will be updated in the future.
- The Service Catalog will not be expanded as units onboard but will be built out and refined after August 1, 2024, based on discovery and prioritization by the organization.
- There are internal and external services and service offerings. Services and Service Offering visibility may be limited based on the viewer’s associated roles and permissions.
Knowledge Base
- Visibility of Knowledge articles is based on roles and permissions. There are internal and external knowledge articles.
- Knowledge practices are being implemented based on TDx roles and Knowledge Centered Service principles.
- Not all Knowledge Base categories and articles are currently present in the portal. The Knowledge Base will continue to be built out and refined after August 1, 2024.
Service Request Forms
- Standardization of fields across forms has been prioritized for consistency. Terminology may differ from an IT Pro’s previous ITSM experience to accommodate standardization.
- Dynamic form functionality is utilized to reduce the sheer number of forms.
- Fields available on a specific form may differ based on whether the viewer is looking at it in the Client Portal or the Technician Portal. This only applies to IT Pros.
- The Acct/Dept field will be “read only” in the Client Portal view. It is editable via the Technician Portal.
Routing and Assignment
- The routing of tickets will be based on a requestor's affiliation to a particular unit, asset ownership, or requested service.
- Automated Routing based on requestor affiliation with departments or units is currently functioning in a limited capacity. Routing is being modified as assignment groups are being onboarded. This will be complete by August 1, 2024.
- In the future we will add location and asset information to TDx to assist with routing and assigning tickets.
Roles and Permissions
- Global and Application administrative rights are limited to the TeamDynamix Administrator Team and the Service Management Office due to lack of granularity in administrative roles and permissions.
- Technicians are not able to edit their own profile or apply a personal notification signature for use when responding to tickets.
- Student workers are being imported as employees and can be assigned a technician role. However, they are using their primary @tamu.edu email address. We would encourage turning off notifications for student workers.
- API access is limited, and integrations are considered on a case-by-case basis. Please submit request via the client portal.
Approval Workflows
- Approval Workflows are not currently implemented.
Notifications
- Notification templates are a global configuration and will be the same for all tickets and tasks.
- All TDx notifications will come from ITtickets@tamu.edu.
- The description field and title will not be displayed for ticket creation notifications. This may change if a different method for PII remediation becomes available.
- Title and description will display for addition notifications, comments, updates because the title and description will have been scrubbed SSNs and other PII.
- The ticket feed is at the bottom of the ticket in the Technician Portal.
- To ensure intentional customer communication, all ticket updates and comments are private by default.
- If you want to notify a customer about an update, you must add them to the notification field for them to receive one on their ticket.
- If you select “mark public” the customer will not be notified, but the comment or update will be visible if the customer logs in to the portal to view their ticket.
- Email replies appear in the feed as conversation threads. You will need to click into the ticket and expand replied to see the full conversation.
- Notifications can be turned off for individuals in an Assignment Group by the Assignment Group manager. This is a change per individual technician per Assignment Group.
- Example: Notifications can be turned off for Student Workers in an Assignment Group.
Assignment Groups and Work Management
- Assignment Groups are being fully built out as teams onboard.
- Assignment Groups are used for notifications and desktops.
- You will receive a notification for any ticket in your assignment group (unless the assignment group manager has disabled notifications for your account).
- The base technician desktop will list tickets assigned to your assignment group.
- Currently, provisioning users and creating assignment groups is only available to admins.
- Assignment Group managers can edit membership in their Assignment Groups. Knowledge base article here.
- Provisioning of users will be automated in the future.
Reporting and Dashboards
- Reporting and metrics should be based on services, service offerings, service attributes, ticket classifications, and associated ticket tags rather than just Assignment Groups to capture numbers and types of tickets.
- Dashboards/Desktops can be created by technicians but cannot be shared. If a team needs a shared desktop, they need to submit a ticket to the TDx admins. The admins can create and share the desktop with a group of technicians.
Client Portal
- Customers can use the Client Portal to access the Service Catalog, Knowledge Base and view and respond to their support tickets.
- There is a Get Help Now link on the home page of the Client Portal if customers are unable to find what they need in the Service Catalog.
- The Knowledge Base has a “How to Use the Portal” section with information to help customers use the portal.
Technician Portal (TDNext)
- Any technician can search for or respond to any ticket in TDx.
- A Base Technician Desktop is deployed by default to all technicians
- Notable applications available in TDNext:
- Technology Services Tickets – Main technician application where you can create, work, and close tickets and view your work assignments.
- People Application - allows users to search People records and tickets associated with a person.
- Client Portal – Public-facing portal for all end-user clients (takes you out of TDNext)
TDMobile App
The TDMobile App is available through the Apple App Store and Google Play Store.