To view more detailed training video, please visit Teamdynamix training site
Sign in to client portal using Downstate email address and password.
Click on your name at the right upper corner and select "TDNext"
Navigate the default desktop.
A default desktop is assigned to all technicians. To confirm or select a different desktop, click on right upper corner where is labeled #1 in the screen shot.
The default desktop contains a few reports to enable you to get start:
- Open Ticket by status: a general report of tickets in different stages, such as Open, in Progress, Resolved, etc.. Click on the chart will display the relevant tickets
- Open Ticket by Teams: a report of open tickets for each technical team. Click on the chart will display the relevant tickets
- High Priority Open Tickets: A report of open ticket with high priority status assigned to your group
- Open Tickets Older Than Two Weeks: A report of open tickets older than two weeks which your team is responsible for.
- Tasks Assigned to me: A report of tickets containing tasks assigned to you, although you are not the primary responsible party.
- Ticket Assigned to Me and My groups: A report of all ticket assigned to you or the group you are in.
You can create a new desktop for yourself
Manage tickets assigned to you.
Please view this video to learn what contains in a ticket
One way to manage tickets assigned to you is to click on the ticket title in the desktop.
View this video for common ticket activities, like assign, update, close,etc..
You can also use IT-Tickets application labeled #2 in above screen shot.
Please note: You have to add a task for a group to assign a ticket to more than one person or one group.
Create a ticket for a user
Open IT-Tickets application (labeled #2 in the above screen shot)
Click on New and select a proper form to start, such as Incident Form or Service Request Form.
In the form opened, you can click on the "Form" drop down to pick a more relevant form. More forms will be provided for different services.
Please fill the form in its entirety. Other than the fields marked required, "Location", "Location Room", "Service Location...", "Services", "Priority" are all required.
Please view this video for more details in creating tickets in IT-Tickets application.