Creating a New Department Ticketing Application in TeamDynamix(TDX)

 
Description
This KB gives instructions on how to create a new department application in TDX. These steps will not pertain to Asset/CI or Client Portal application. This is also for applications pertaining to a department ticketing application. If a special application is required for a specific purpose(secured tickets for example) then all these steps may not necessarily apply. 

ALL STEPS BELOW MUST BE DUPLICATED IN PRODUCTION AND SANDBOX TO ENSURE PARITY AND AVOID DATA LOSS AT QUARTERLY WIPES
 
 
Criteria 
  • Access to TDX Admin
  • Access as a Enterprise - Full Access
 
 
How to(Insert Action)
To set up a department ticketing application, please follow the steps below.
 
  1. In both TDX Admin for production and sandbox, create a new application by navigating to Applications and selecting New from the top of the page. Enter in the appropriate name of the application based on the department. A brief description is not required but should be entered if possible. Select the Ticketing Application in the type field and an appropriate purpose from the drop down. Lastly, select a unique icon. Be sure to do this in both Production and Sandbox environments for the best chance of parity

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  2. Next you will need to create Security Roles in the new application. Open the application and select Users & Roles from the left navigation, then select Security Roles. There should be no roles created and you will need to make new ones. If the onboarding department has provided the roles and an idea of the kind of access needed, you can create those roles. A general rule of thumb is 3 tiers of roles, Agent, Manager, Admin. 
    1. Agent: These should be the primary "doers" of the work. License type should be Technician. You may choose to Select Defaults when doing permissions based on that license, but these are the recommended settings for most technicians in our TDX
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    2. Manager: This role should be for queue managers or escalation points. Typically will be department managers at a minimum. This can be an Enterprise license as it will not affect access outside of this application. Selecting defaults will check every box, so you can start with that but recommended settings are given below.

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    3. Admin: This role is for those who will be delegated administrative rights to this application. It is not recommended to have more than 3 in this role to avoid issues of overlapping work affecting each other. These are also the individuals that should be granted the role of Client Page Admin in the Client Portal. It isn't against the rules to check all the boxes, but typically the admin rights look like the image below.Uploaded Image (Thumbnail)
    4. Any additional roles past this point should be discussed with the incoming department to flesh out the roles. Be sure to utilize the Help button in security roles to better understand each checkbox.
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  3. Next step is to define ticket types. This will need to be discussed with the incoming department, but it is recommended to follow ITIL standards for naming. This does not define the classification of the ticket, only the type in the system for filtering. Most if not all tickets can be defined down to Incident for an issue you need to fix or Service Request that you are providing to a user base. They may wish to make use of the Change type for recording process or software changes, but the first 2 should suffice in nearly all cases.

    Only the Category general and name need to be set. All other fields may be left as is. 
     
  4. Create the requested groups at the Admin level of TDX now. The groups being created should be considered as functional divisions. This may or may not line up with titles, but use Information Technology as a framework. The groups are based on responsibilities and filtering. A user can be inside of multiple groups to allow easy assignment and report filtering.

    When naming groups, you should follow a naming scheme that is similar to "(Department name or abreviation) - (Group Name)". This will allow for easy searching and assignment of users. Try to keep names short and functional
     
  5. Assign users to groups as requested by the incoming department. This is more easily done from the Group page as you can add multiple users at once vs searching user by user on the Users page. There are 3 sections to review once all users are added to a group.
     
    1. Primary - This denotes that this is the primary group for the sake of responsibility reporting. While a user can be in multiple groups, this will display as the responsible group if the user is the responsible agent. Set this based on user request.
       
    2. Manager - This is used for SLA and escalation management for a group, not individual. Workflows referencing supervisors do not use this value. Set this to Yes if the user is responsible for managing SLA's.
       
    3. Notified - This is used to send email notifications anytime the group itself is being notified. If set to Yes then anytime a notice is sent to the group, they receive an email. This should be applied to escalation points or queue managers. If a department wishes to have all members notified, that is their choice to do so.

       
  6. To have access to an Application, a user is required to have a Technician License. Unfortunately, the license level will need to be done one by one or by a file import to update the users. Make the choice of how to update this based on the size of change being asked. Once users have a Technician License applied to their account, you can add the Applications in bulk. 
     
  7. All users that will access tickets in TDNext require access to several Applications. It is recommend that when adding new users to the platform as ticketing users that you do this from the Tenant Level Users and Roles as you can add multiple applications at a single time to a large group.
     
    1. When filtering users to add, use the filter option at the top right of the page to filter just to the groups you wish to 

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    2. Once you have filtered your selection, check the box next to all users you need to add to the application. Select Actions and Add Applications to add them to the necessary applications. You will not see the new ticketing application you made for them as this list only shows applications that do not have any role based access. These are the basic applications for incoming departments. The managers of these groups may also need Analysis checked.

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  8. Now you will associate groups to an Application. You do this from the Application Users and Roles section from the left navigation. You will need to select Groups and then Add Group Associations. Find the Groups that were created in step 4. 

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  9. The final step here is to add the users to the Application you have created. Still in the Application Users and Roles section, select Users and + Add at the top. Find all your users and add them to the application. It is recommended to add them in groups based on the security role they will be filling as only 1 role can be applied at a time. Any Admins need to have the Add as Application Adminstrator selected.

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At this point, the Application is functioning with users and tickets can be created. There are still several settings to configure to flesh out the application, but many will be customized based on the user inputs. Work closely with incoming departments to continue to configure operating hours, notification templates, response templates, forms, services, and knowledge base(KB) articles.

 
 
 
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