Environment
ITS Ticketing Application in TeamDynamix
Issue
How do I know what category to use for a TeamDynamix Knowledge article?
Resolution
Categories
Categories control who can view any knowledge article. Subcategories allow people to browse.
- Support Staff Categories
- Only viewable to those with access to the ITS TeamDynamix knowledge application
- Has subcategories
- Public Categories
- Viewable by anyone in the world
- Has subcategories
- U-M Login
- A single category that covers all the subcategories and is accessible to members of the University of Michigan community
- Must log in with UMICH (Level-1) login and password to access
Subcategories
The Support Staff and Public categories have the same set of subcategories. The category (Support Staff, Public, or U-M Login) is what determines the visibility.
All knowledge articles in either the Support Staff or Public categories in the ITS ticketing application should be assigned to a subcategory.
- System Access, Password, and ID Management
- Logins, passwords, access to systems, and modifications to individual account profiles in University directories
- Desktop Computing and Networks
- Computer system hardware platform (managed or unmanaged) and network connectivity
- Usually involves people using what is provided with no modification
- Academics and Instruction
- Canvas, Faculty Business, MyLINC, Coursera and other tools for learning
- Personal Productivity
- Technology tools to facilitate individual computing activities like videoconferencing, printing, email and calendar, and software applications.
- Usually involves people making choices to customize their IT environment
- Zoom is its own subcategory of Personal Productivity
- Student and Employee Services
- Campus Computing services, Concur, Benefits, HR or Student Administration and Records, Student Financial Aid, Payroll
- Involves using IT services provided as a common good
- Research
- eResearch, Qualtrics, HSIP payment information
- U-M Financial Services
- eProcurement, Purchase Orders, Requisitions
- U-M Data Management
- Reporting tools: BusinessObjects, MReports, Tableau, personal storage, DART, Document Imaging
- Other University Business
- Other services provided to the University community which fall outside the main categories
- Includes reference documents for support staff
- TeamDynamix is its own subcategory of Other University Business
Additional Information
This information is also listed in the description of each category in the TeamDynamix Client Portal.
You can submit a request for TeamDynamix support here: ITS-TeamDynamix Support.
Need additional information or assistance? Contact the ITS Service Center.