There are two ways to access a ticket in TDx. The first is via the ticket number link in the email you receive and the second is via TDx itself. For the former. once you've done what you want to do on the ticket, TDx will NOT take you to your desktop. You will have to do this manually. 

It is also recommended that you respond to all tickets through the ticketing system rather than via email. Doing so through TDx will better organize the responses from you and the user in the ticket itself. 

When a new ticket comes in you will receive an email with varying degrees of information. You can click on the linked ticket number to open the ticket or access it through your desktop. If you choose the former be aware that you will have access to that ticket only, no your desktop. If you choose the latter, please keep in mind that desktops and reports do not automatically update themselves. You will need to refresh the desktop or report you want to view manually. You can do so by clicking either of these:

The 'Refresh' button will reload the entire desktop and all reports within. The other icon will only refresh the specific report from which you click it. 

Once you are in a ticket please follow these steps to assign it to the appropriate team:

1) Be default, all tickets that come into ARC-TS will be assigned to ITS-ARCTS-helpdesk. If that is not the case then the user themself may have assigned it to a specific team. If the ticket is already assigned to another team make sure you read through the ticket to ensure it is appropriately assigned. If you have doubts you can reach out to the team in question and ask. 

2) Click on the ticket title to open the ticket in either a new window or tab depending on your view preferences. 

3) Throughly read through the user's issue. If you are unclear on something send a note to the support team you think may handle the ticket for clarification. Often times they will tell you if they will take it or if it should go to another team. 

4) If the ticket is something you can handle yourself (see table in Ticket Procedures then assign it to yourself. If not then reassign to the appropriate team

5) To take a ticket for yourself click on the green 'Actions` button to produce a drop down menu. Choose 'Take Request'. This will assign the ticket to you. 

6) If the ticket needs to be reassigned to another team, do the same as above except choose 'Reassign Request'. This will open a new window/tab. Start typing the name of the team you need to reassign the ticket to. They are not all intuitive so here is the list:

College of Engineering - CoE-ARCTS-unitsupport

Dentistry - DENT-ARCTS-unitsupport

Med School - HITS-ARCTS-unitsupport

Institute of Social Research - ISR-ARCTS-unitsupport

Law School - LAW-ARCTS-unitsupport

Literature, Science, and Arts - LSA-ARCTS-unitsupport

Life Sciences Institute - LSI-ARCTS-unitsupport

Pharmacy - PHAR-ARCTS-unitsupport

Business School - ROSS-ARCTS-unitsupport

School of Environment and Sustainability - SEAS-ARCTS-unitsupport

School of Education - SOE-ARCTS-unitsupport

School of Public Health - SPH-ARCTS-unitsupport

School of Social Work - SSW-ARCTS-unitsupport

School of Art - STAMPS-ARCTS-unitsupport

Architecture and Urban Planning - TCAUP-ARCTS-unitsupport

School of Information - UMSI-ARCTS-unitsupport

School of Public Policy - FSPP-ARCTS-unitsupport

[Internal]

Software Consulting - ITS-ARCTS-consulting

DSI - ITS-ARCTS-datascience

Todd - ITS-ARCTS-Globus

Help Desk - ITS-ARCTS-Helpdesk

Systems - ITS-ARCTS-hpc

YBRC - ITS-ARCTS-privcloud 

Software - ITS-ARCTS-software

Storage - ITS-ARCTS-storage

7. Once you've found the group you're looking for click 'Save'. Then alert the team in their Slack channel to the incoming ticket (except CoE). 

8. If you take a ticket for yourself and need to respond to the user follow these steps:

8a) Click the green 'Actions' button and choose 'Update'

8b) This will open a new window/tab with various fields you need to fill in. The first step is to change the status to 'In Process'. This indicates that the ticket has been picked up, and is being responded to by a support person. Changing the status is a good habit to get into. 

8c) Make sure you uncheck this box

**This box is checked by default and must be unchecked. If the box does not get unchecked then the user will not be able to see your response. **

8d) Fill in whatever you need to for the note you intend to send to the user.

8e) The next three fields of 'Notify', 'Notify Other People', and 'Other Email Addresses' are where you need to choose to whom you send the note. The first field, 'Notify', will be where you select the user on the ticket. This will be the same as the 'Requester'. The second field, 'Notify Other People', is where you would add a secondary person. This would happen if a user is asking to be added to an account and you need the owner of the account to be aware of the request. The third field, 'Other Email Addresses', is for email addresses that are not currently part of the TeamDynamix system. If a user is from the Med school and ahas a med.umich.edu{.external-link} email address you would put that address in the 'Other Email Addresses' field. TeamDynamix is not currently set up to handle med email addresses so you use the standard umich.edu address in 'Notify' and put the med.umich.edu address in 'Other Email Addresses' to ensure the user gets notified about the ticket. 

8f) Click the green 'Save' button on the top of the screen and your response will be sent. Make sure to check that the 'Make comments private' box is unchecked before you hit 'Save'.

8g) If you are closing out a ticket when you respond, just select 'Closed' when you update the ticket. 

There will often be tasks on tickets. These will show up on the lower right hand corner in a 'WorkFlow' box. The number of these tasks will vary depending on the type of ticket it is. For a User Login request there could be up to 4 tasks, one for each cluster as shown here:

Each task is separate of each other. In order to to close the task choose 'Update' on one of the tasks and do the following:

1) A new window/tab will open up. The first field to fill out is the 'New % Complete'. Change this from 0% to 100%

2) Uncheck the 'Make Comments Private' box. If this is left checked the user will not receive your response. 

3) From the 'Notification' box choose the recipient you wish to send your note to. 

4) Click the green 'Save' button on the top of the screen and then close the window/tab.

5) Go through the above four steps for each task on the ticket.  

6) If the task was the only one on the ticket, once the task is closed the ticket will close as well. 

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If you need to create a new ticket on a ticket do the following:

1) Make sure you are on the correct ticket. At the top of the ticket there is a green '+ Add' button. Click that and it will create a dropdown menu.

2) On the dropdown menu select 'Task'. This will create a new window/tab. 

3) Fill in the following fileds:

• Title - choose a name for the task.
• Predecessor - if the task you are created is dependent upon another task this field will show a dropdown menu of all other tasks on the ticket. Choose whichever one you need to be completed before the one you are creating can be completed.
• Start/Due dates - if there is a specific time frame you want the task to be completed in choose the dates here. 
• Estimated hours/Complete within - even more restrictive settings for when you want the task toy be completed in. Choose the amount of hours you feel are needed for your task. 
• Responsible - type in the full name of the person you are assigning the task to. If you try to use a uniqname TDx will find that string in all uniqnames. 
• Description - write a summary of what you need the person to do. 

4) Click the green 'Save' button at the top of the screen to attach your new task to the ticket. The person to whom you assigned the task will get an email notification about it. 

1) If you do not already have it open, open the ITS Tickets tab. You can do this via the box of boxes:

2) On the top of the ITS Tickets page you will see both '+ Request Form' and '+ New'. 99.99% of the time the new tickets you need to create will be a 'Request' so click on '+ Request Form'.

3) A new window/tab will open up with multiple fields that need to be filled out. Here are the important ones:

• Title - fill in a summary of what the issue is.

• Description - write up a detailed account of what the issue is.

• Requestor - if you are the requester then enter your own uniqnme. If not, enter the uniqname of the person you are creating the ticket for. Once this person has been selected, the Requester's Department will autofill. 

• Responsible - assign the ticket to whomever needs to address the issue. A list of departments can be found above in Handling tickets in TDx

• Source - this will almost always be email but if you spoke to a user on the phone choose 'phone'.

• Service - start typing in what the issue relates to. More often than not it will be for Great Lakes but you can also choose Lighthouse, Armis2, and so on. 

• Type - this will autofill once you fill out 'Service' but it is always good to double check it. 

4) Once you are done click the green 'Save' button at the top of the screen. The ticket will now be created in TDx (may take a while for it to actually show up in the ticketing system so be patient). If you have assigned someone besides yourself to be responsible for the ticket then alert them in their Slack channel (expect CoE).