TeamDynamix Behavior with Different Domain Email Addresses

Environment

ITS Ticketing Application in TeamDynamix

Issue

TeamDynamix doesn't recognize @med.umich.edu, @icle.org, @merit.edu and other sub-domain email addresses 

Resolution

Inbound email from @med.umich.edu, @icle.org, @merit.edu and others

@Med.umich.edu email addresses are loaded and updated from MCommunity to the "Alternate Email" address in TeamDynamix as part of the regular person record maintenance process. 

If a user has a sub-domain email address that is not populated in the "Alternate Email"  field in their TDX user profile, then if they email from that domain, they are not identified with their user profile loaded in TeamDynamix. To fix this : 

  • In TeamDynamix, go to your user profile by clicking on your name in the upper right corner 
  • Click My Profile
  • Click Edit
  • Scroll down to Contact Information
  • Update the Alternate Email field to your @merit.edu domain, for example
  • Click Save
  • Once complete, TeamDynamix will recognize any inbound email from @med.umich.edu, for example, and will identify your department and other affiliation information, including VIP status.

Notifications from TeamDynamix to sub-domain email addresses

Notifications from TeamDynamix are sent to the email address in the user's Alert/Notification Email field in their TDX user profile. The TDX Alert/Notification Email field is populated with a user's @umich.edu email address. Most users with sub-domain addresses forward email from their @umich.edu address to their sub-domain address. Users who use a sub-domain but do not forward their email to their @umich address will need to do the following to receive notifications from TeamDynamix:

  • In TeamDynamix, go to your user profile by clicking on your name in the upper right corner 
  • Click My Profile
  • Click Edit
  • Scroll down to Contact Information
  • Change Alert/Notification Email to desired email address

Additional Information

If a user is not identified with their TDX user record (due to emailing from an email address that is not in their TDX user profile), they will not be able to view their tickets in the Customer Portal, and if they are a VIP, that info won't be known.

Need additional information or assistance? Submit a request here ITS-TeamDynamix Support. 

Print Article