TDx ITSM: Desktops


This article provides instructions on setting up your TeamDynamix IT Services Management Desktop and explains the queues you may use.



Task: To set up your ITSM Desktop

Note: You will only see modules for the TDx Groups of which you are a member; your list of modules may be different than others'. Ignore any modules with <Emulator> in the title.


Step 1 - In TeamDynamix, go to the waffle (Applications) menu and click IT Service Management

Step 2 - Click on Edit IT Service Management Desktop

Step 3 - Click the Edit Layout link

Step 4 - For View, select the  33-66% view (recommended)



Step 5 - Drag modules* from the IT Service Management list on the left into the columns shown below. Learn more about these queues further below.

Column 1:   IT Service Management / Reports/ My ITSM Queues   My ITSM Tickets

Column 1:   IT Service Management / Reports/ My ITSM Queues   My Missing Resolution Actions

Column 2:   IT Service Management / Reports/ My ITSM Queues   Unassigned Queue: Your Group(s)

Column 2:   IT Service Management / Reports/ My ITSM Queues   Group Queue: Your Group(s)

If applicable:

Column 1 or 2:  IT Service Management / Reports   My Account Request Tasks:  Your Group(s)

 desktop layout


Step 6 - When complete, click Save and close the window.

Step 7 - Click Refresh on the top left of your desktop to see the result.



You have successfully set up your ITSM Desktop

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Task: To understand the Queues

My ITSM Tickets

  • These are the tickets for which you are currently responsible. 
  • If you are listed as the Requestor of a Problem ticket, the ticket will show in this queue until it is marked as Closed.

My Missing Resolution Actions

Unassigned Queue: <Group Name>

  • These tickets are currently assigned to the group and are awaiting individual responsibility assignment. 

Group Queue: <Group Name>

  • These are tickets are assigned to your group, or have been assigned to your group and then to a person within your group. The queue will show you whether the ticket is Unassigned or to whom the ticket is assigned. This queue is meant to give you a better overall view of your group's work.



  • In the past, we've used a Reviewer Queue to see tickets across the application that include services a group owns. These queues are still available, but no longer recommended.
  • There are better (and more accurate) ways to access this data. If you need help creating a replacement for this information, please reach out to the ITSM Ops team.



You now understand the functionality of each queue.

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Need additional help?

If you need further assistance, see TeamDynamix: Need Help?

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Article ID: 1493
Fri 7/19/19 6:08 PM
Thu 11/9/23 12:54 PM
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