TeamDynamix Setup
TeamDynamix is the help desk system we are using to keep track of tickets, projects, and operational tasks. Please use the following instructions to set up TeamDynamix Desktop:
Starting with TeamDynamix (TD): A Step-by-Step Tutorial
1.) The following link will direct you to the sign-in page for TD: https://nccu.teamdynamix.com
The page should look similar to this screen shot.
2. Click the button labeled users. You should now be redirected to the NCCU sign-in page.
3. Enter the username provided to you by your employer as well as your password, then click the “Sign In” button.
4. Upon your first sign-in, your TD Desktop will appear blank, as seen in this image.
5. To have a more detailed view of your work, you will need to click the New Desktop button. You can find this button at the top left of your screen.
6. Enter the name of the desktop and hit save. You will be redirected to a screen like this
7. Click the Edit Layout button and make sure you have the third layout selected.
8. Use the Available Content table to fill in columns 1-4 as seen below. Drag and drop content to designated columns.
9. Click Save, exit, and return to your TD Desktop. It should now look similar to the video below. (Note: If your desktop is still blank, click the Refresh button.)
10. Now, you will update your navigation bar to more easily access different parts of TD. Click the tab with nine small rectangles.
11. After clicking that button, a group box should appear like in the image below.
12. Fill in your navigation bar like the image below. (Note: Click the fields you want in order to add them to your navigation bar.)
Also, use the following article to see the steps to work on the ticket and submit your time in TeamDynamix Time and Expense:
TeamDynamix Tickets and Time Submission
Steps to Work on Tickets
After setting up a TeamDynamix ticket, if you see any “Unassigned” ticket under the “WS Tickets” section, like screenshot below
You will receive tickets in your email as well.
Click on the Ticket Title to open the ticket, in this case it is “Test Ticket”. The ticket will look like the screenshot below. The status will be “New” for all new tickets as you can see in the top-right corner with the green label.
If you feel like you will be able to work on this ticket, then you can take this ticket.
Steps to Take a Ticket:
Click on the “Action” dropdown
Click on “Take Incident”
Then a ticket will be assigned to you.
You can see the Feed like this after you take the Incident.
After you take the ticket, you will need to update the status of the ticket. To update the status of the ticket, you will need to click on “Action,” then “Update”, and change the status from new to In Process
If the ticket status is “New,” then there are more chances to get violated. Make sure you change the status first from “New” to “In Process”. You will get 3 days to complete the ticket if it is in process.
Enter a Time Type, for tickets, it will be Ticket Time. Enter the hours that you worked on the ticket. In the above case, I took 6 minutes to review the ticket, then I added 0.10 Hours. If you take 60 minutes, then you can add 1 hour.
Notify the Requester that you have taken that ticket and are working on this ticket. As you can see in the Comments section. Under the Notify section, make sure you pick the Requestor name, Gijs Aarden, Priyal Patel, Katherine Farley, and Hit Save.
In case if you don’t have time to work on the ticket on the same day or time, then you can change the status from “In Process” to “On Hold” and enter Off Hold time.
Notify the Requestor again for verification after you complete your part of the work.
Create Subtasks
Make sure you add a subtask for the ticket to estimate the hours
To create a subtask:
Click on the “Add” button, then click the task.
The “New Ticket Task” window will pop up. Enter Title, Start Date and Due Date, Estimated Hours, Responsible Person, and Description.
In most cases, you will create subtasks for yourself to estimate hours. In some of the cases, for example, if you need some help to create a graphic for events, announcements, or a webpage, then you will need someone’s help, then you can create a subtask for someone else.
Subtasks are also useful to extend the Due Dates.
You will see subtasks in the ticket under “Current Activities”.
After you complete your work, you can close that subtask by clicking on “Mark Complete” or change the percentage of completion by going into the subtask.
You are responsible for closing the ticket after you complete the work. You can close the ticket by changing the status to “Closed” and notifying the Requestor on the ticket.
TeamDynamix “Time & Expenses”
Once you submit your time for any of the ticket or project tasks, you will see your submitted time under the “Time & Expenses” tab. It will look like the screenshot below:
At the end of the week you will need to submit your timesheet. If you are working 10 hours a week, you will need to submit 10 hours at the end of week.