Environment
ITS Ticketing Application in TeamDynamix
Issue
- When does TeamDynamix send emails?
- When are notes visible in the customer portal?
- When are notes listed in the TDXnext feed (technician view)?
Resolution
| Event |
Email notification sent to customer? |
Notes visible in Customer Portal? |
Notes listed in TDNext feed (Technician view)? |
| Ticket Creation |
Yes, when ticket is created from an email or web form.
Yes, when technicians create a ticket in TDnext, and leaves “Notify Requestor” box checked
No, when technicians create a ticket in TDnext, and un-check “Notify Requestor” box
No, when ticket is created by the ITS Service Center's chat tool integration
|
Yes |
No |
| Ticket Update |
Yes, when the technician populates "Notify" field with customer name, or enters appropriate information in one of the other notification fields
No, when the technician does not populate the "Notify" field with the customer name, and does not enter appropriate information in one of the other notification fields.
|
Yes, when the technician unselects "Make Private" checkbox, comments display.
No, when the technician leaves "Make Private" checked
|
Yes |
| Ticket Closure |
Yes, when the technician populates "Notify" field with customer name, or enters appropriate information in one of the other notification fields
No, when the technician does not populate the "Notify" field with the customer name, and does not enter appropriate information in one of the other notification fields.
|
Yes, when the technician unselects "Make Private" checkbox
No, when the technician leaves "Make Private" checked
|
Yes |
Additional Information
- Short video about notifications and email in TeamDynamix: TeamDynamix - Comment Types & Customer Notifications
- More about Customer Portal and the customers' views of their tickets
- Customers can navigate to the portal view by going to https://its.umich.edu/help and selecting "Check the status of my help tickets" at the bottom of the page (under Support Tools)
- The customer can also see their feed when clicking the link from a ticket
- Customer Portal is only available to those with an @umich.edu address
Need additional information or assistance? Submit a request here: ITS-TeamDynamix Support.