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Summary
This article provides instructions on setting up your TeamDynamix IT Services Management Desktop and explains the queues you may use.
How-To
Task: To set up your TeamDynamix ESM 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.
Instructions
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)
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.
Outcome
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.
WHERE'S THE REVIEWER QUEUE?
- 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 TeamDynamix Administrator.
Outcome
You now understand the functionality of each queue.
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Need additional help?
If you need further assistance, see TeamDynamix: Need Help?