Overview of TeamDynamix
TeamDynamix is an all-in-one platform that helps organizations run smoothly. It's like having a digital toolbox with different tools for different jobs. Whether it's managing requests, handling projects, or keeping track of equipment, TeamDynamix brings everything together in one easy-to-use system. It simplifies work, boosts teamwork, and makes things run more efficiently overall.
Learn more about TeamDynamix
Use at the University's IT Department
At VIU we chose TDX after reviewing other platforms. TDX is used by many other post-secondary institutions across Canada and the US. They have a good reputation for functionality and ease of use and have data centers in Canada for storing information.
While VIU does not use all the available products from TDX, we are currently utilizing the Ticket, Client Portal, Asset, and Project Management Applications.
The IT department went live with TDX for IT Service Requests (tickets) in December of 2021 when we replaced an old ticket system. We also have the IT Technology Portal (Client Portal) available for employees, students and for general public access. Employees can log into the Technology Portal and will have access to VIU services. The general public and students will only have access to certain parts of the portal and knowledge base.
The IT department uses the Asset App to manage the computers, software licenses and other equipment used at VIU. The Asset App is only visible to internal IT staff.
The Project Management App is currently used internally by IT, but some other VIU Employees may have access if they are involved in a specific VIU technology-related project.
The IT Technology Portal is an area where VIU employees can check their Ticket status, see System Updates and view general IT information. They can browse the Knowledge Base for self-help or informational articles. Many articles have built in buttons to submit specific service requests. When tickets are worked on, the IT Technicians will often provide a Knowledge Base link for the client. The articles associated with these links can be “how to” instructions or just general information that relates to the ticket request.
The IT Technology Portal is always growing and new items are added often. If you have a question about a system or software at VIU, we recommend that you search the portal for information before you submit your ticket to IT.
Many universities, hospitals, and other businesses use TeamDynamix throughout their organization.
Extended Usage Beyond IT
VIU departments can also utilize the TeamDynamix applications to manage service requests, and knowledge management if they wish. The IT department can get you started.
Other VIU Departments currently using TDX
After the IT department implemented TeamDynamix, other VIU service departments asked to join in.
The Center for Innovation and Excellence in Learning (CIEL) the Brand and Marketing team also utilize the TDX Ticket system. VIU’s Computer Science program (CompSci) is our newest area to start using TDX for service requests.
- CIEL also uses TDX to manage some of their department Assets. Their Asset App is totally separate from the IT Asset App.
- Both CIEL and Brand and Marketing also have their own TDX Client Portals, but they are currently only utilized for automated Ticket requests and are not fully set up for VIU employees to access.
- CompSci is currently only using the Ticket app.
- The VIU Technology portal is still your go-to for VIU technology information and assistance, and we provide links to other department’s resources as needed.
How do I request a TDX Application?
If you wish to have a Ticket or Client Portal Application added to TeamDynamix (TDX) for your department there are approvals and information that need to be obtained before this can happen.
We require an information gathering form to be completed as a first step.
There is a Glossary of Terms on the last page of the form if you need clarity for some of the questions.
Important Considerations before submitting a Request for a new TDX App
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Determine who will be responsible for setting up and maintaining the application:
We need your department to have a specified Administrator for the new TDX Application(s), as well as a backup tech for vacation and illness coverage.
The IT Service Desk will set up the app and system configuration, but your department will be responsible for configuring your apps to suit your needs, this will include adding attributes, forms, reports, email processing rules, creating templates etc. A base knowledge of HTML code writing and editing is recommended.
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The administrator will also be responsible for maintaining your applications. These tasks can include reviewing system logs, updating attributes, troubleshooting ticket workflow.
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While your Application Administrators will be responsible for setting up and maintaining your department applications, there are some TDX system tasks that need to be done by the IT department:
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Application Administrators cannot edit User records, create Groups or change System settings or Global Permissions. Tickets would need to be submitted to IT for these tasks.
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Decide which Apps you will need:
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Most Ticket Apps need an associated Client Portal. Especially if you want to set up Ticket Creation Forms or User Knowledge Base articles or want automation of ticket creation.
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If you are unsure, you can start with just a Ticket App, and a Client Portal can be added in future if you need this for automation. A Client Portal can be Private or Public, or a mix of both. You do not need to make the Client Portal “public facing” but it may need to be set up and enabled for some ticket automation to work properly.
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We are not currently offering the Project Management App to other departments. This is a very different app, and would require special training by TeamDynamix and may incur additional costs.
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TDX also has an ASSET application. The Asset App is complicated and would require more IT involvement for training. If you wish to use an Asset App, we recommend that you start with a Ticket App and Client Portal (if using one). Get these set up and running before you think about adding the Asset App. The Asset App is linked to the ticket app, so having a solid understanding of how the TDX system works will make adding the Asset App much easier.
If you are still wondering if TDX is a good solution for your department service request needs, send us an email at ithelp@viu.ca and request more information. An IT representative can give you a “tour” of TDX to give an overview of the various APPS.
When the request is approved, your techs will be provided with links to TDX and IT resources to assist with this, as well as a basic training session with an IT technician. All applications will be created in the TDX testing area (Sandbox) first. Once they are set up, reviewed, and approved by an IT Operations Analyst they will be recreated in the TDX “live” environment (Production).
You also have the option to contract with TDX for one-on-one training for your technicians. Your department would be responsible for any costs associated with contracted services.
TDX Application Request Form
If you have reviewed TDX and know that you want to proceed with using this system, click on the following link to download the request form: TDX APP REQUEST FORM
After you have filled in all the appropriate fields on the request form you will need to save the file with a new name to retain your changes.
Submit your completed form as an attachment to an email to ithelp@viu.ca. This will create a ticket and your request it will be forwarded to the Client Service Management team for consideration.