Reassign the ticket to the appropriate group.

1. Click open the ticket
2. Click Actions 
3. Select Reassign Service Request
4. In the "New Responsibility" field start typing the group for which the ticket belongs. 
   *If unsure as to which team to send the ticket, choose Group: ET&S OBS - HD Internal (Group)
   *Never assign a ticket to a group that starts with "Workflow Approver Group"
5. Click Save

 Absolutely!  Submit a ticket to the TeamDynamix Application Administrator. Specify the group name(s) and request to be added or removed from notifications.

Type the person's name into the Responsibility field of a new or existing ticket, then click on the person icon to view all groups that person is a member of.  

Type the group name into the Responsibility field of a new or exiting ticket, then click on the people icon to view all members of the group.  

TD Work Management (TDNext)  is the "back end" of TeamDynamix, used by technicians and other service providers to view and manage work, such as tickets, tasks, and projects.
The TeamDynamix Client Portal (USNH Help Central)  is the customer facing side of TeamDynamix and contains the Service Catalog and the Knowledge Base. 

The Sandbox is an area that is almost identical to production.  It is an area where users can build reports, create tickets, and test things out without impacting the production environment.  

Links to the sandbox:

• Sandbox TD Work Management  
• Sandbox Client Portal (USNH Help Central)  

The sandbox Is refreshed with an exact copy of TeamDynamix production approximately four times annually. 
No email notifications are sent to users from the Sandbox.

A dashboard in TeamDynamix is used as a landing page for various reports, or "queues", necessary to view and manage work in TeamDynamix.  Dashboards may be customized to show charts, graphs, and other modules.  There are two types of dashboards in TeamDynamix Work Management:

• Application Level dashboard - can be accessed within any ticketing application.  The Dashboard link is at the top of the application.  Only reports from within the chosen application can be shown on its respective dashboard.  Each users is responsible for customizing their own application level dashboard.
• Main TeamDynamix dashboard - The main Dashboard is accessed on the Home tab in TD Work Management.  Reports from multiple applications can be displayed on the main dashboard.  Users can create their own main dashboards or request shared dashboards from the TeamDynamix Administrator.

Here are some additional resources and information about configuring TD dashboards:

TeamDynamix: Configuring an Application Dashboard
TeamDynamix: Searching for Tickets and Saving Searches
Creating and Managing Dashboards  (free sign-in required)
Designing a Technician Dashboard: Reports, Data, and Widgets  (free sign-in required)
USNH TeamDynamix questions, support, and training 

An SLA is a Service Level Agreement.  Service Level Agreements vary depending on the TeamDynamix service or application.  There are two types of SLAs in TeamDynamix: response and resolution.   The time allowed is show on the ticket just above the SLA field. 

Response SLA is the amount of time it takes for a ticket to be acknowledged by the support specialist.  In order for the ticket meet the response SLA, the ticket must be updated and changed to a status other than "New" in less time than the SLA specifies.

Resolution SLA is the amount of time required to complete the request.  To meet the resolution SLA,, the request needs to be completed and the ticket closed within the allowed time frame for the SLA. 

If tickets are not responded to or closed within the time specified in the SLA, the SLA field will show the text "violated" in red.  Additionally, bot the responsible user and their supervisor will receive an email notification. 

SLAs are generally specified by the Service Line Leader or Orchestrator for each Service Line or Service.  Not all Services have SLAs and some have either a response or a resolution SLA. 

Tickets are populated with information supplied to various forms.  Selecting the correct form is key to gathering the most relevant information and getting tickets to the correct group quickly.  

Tickets created by customers using the client portal may have, or be missing, expected information because the customer chose an incorrect service.  Researching what the customer chose may help to inform improvements to the service catalog including the addition of tags (keywords) to help with searches and improved service descriptions.

It is important to take time to select the correct form in TD Work Management.
After selecting Service Request Form, always select the correct form by using the pull-down option as shown below.
Start typing the desired service to narrow down the options.

To submit improvement requests for the service catalog or address other issues with finding the correct forms, contact the TeamDynamix Application Administrator.

Response templates can be created in TeamDynamix to allow for consistent update comments, like canned responses, even when many support specialists are updating similar tickets. 

Response templates are put on "folders" for ease of locating them on the fly.  

Here is an example of where to find the response templates when using Actions > Update in a ticket. 
Under "Templates", there is a list of folders.  Below the "General" folder is selected and the responses saved under "General" are displayed. 

A general response is shown below.  The customer name, ticket number, and agent name are dynamically updated based on the specific ticket being updated. 

Some general response templates have been provided by default.  If there are templates for your specific work area that would be helpful to have, open a ticket for the TeamDynamix Administrator.

To request additional response templates, create a ticket for the TeamDynamix Application Administrator and be sure to provide as much detail as possible including the exact wording of the response, dynamic fields needed, and whether it should be accessible from an existing folder or a new folder.  

Not all customers are able to log into TD Work Management (TDNext) to see the most detailed view of the ticket.  Therefore it is very important, when updating comments which should be visible to the customer, to make them public.   

To make a comment public, make sure to uncheck the box for "Make comments private (only visible to [application] users)", at the top of the Comments area.

If the comment was made with the  "Make comments private (only visible to [application] users)" option selected, it will be marked "private", but the comment can still be made public.

To mark an existing "private" comment as "public":

1. Scroll down to locate the comment in the feed
2. Click More...
3. Click Mark Public

When a comment is public, requestors can see the comments from the ticket in the Client Portal.

To manage your signature as a support specialist:

1. Login and go to TD Work Management
2. In the upper right hand, click on the person avatar
3. Select My Profile
4. Select the Settings tab in the profile window
5. Click Edit
6. Update your signature in the text block as needed
7. Check the boxes for when you want the signature applied
8. Click Save