TeamDynamix Service Management Solution
A new Service Management and Ticketing System will be available January 30, 2024.
TeamDynamix is replacing JIRA as our service management and ticketing system. JIRA has reached end-of-life and can no longer be updated. The TDX Service Management Platform will allow support teams to identify and resolve issues more efficiently with a unified ticketing architecture and new features that better meet our expanding service management needs.
In addition to help@brandeis.edu, clients and technicians across the university will have access to a new Service Portal that includes descriptions of available ITS services to enable better communication about issues and faster resolution.
TeamDynamix will be used initially by ITS, Payroll, and the Division of Science service providers (technicians) and will be available to other service providers as part of future project phases.
TeamDynamix Service Portal
TDX users now have the option to create a ticket using the TDX Client Portal.
The TDX Service Portal is an exciting new feature of our service management system. The client portal gives users access to a catalog of services. When users select a service to create a ticket, the portal will prompt users to provide critical information about their issue — allowing technicians to quickly direct their issue to the right team and shorten the path to resolution.
Please refer to the TeamDynamix Client Portal Instructions to get started in the portal.
Project Timeline
- October 2023 - November 2023 — TeamDynamix demonstrations and feedback sessions for the community
- November 2023 - December 2023 — Testing sessions with clients and technicians
- January 2024 — Training for technicians
- January 30, 2024 — Go-live! TeamDynamix is available to the community
TeamDynamix Technicians
The URL for TDX Technicians to access their desktop is go.brandeis.edu/TDNextTechnician office hours will be offered over the coming weeks to ensure questions are answered, and the transition proceeds smoothly. If you have any concerns or issues with the transition, or did not receive an invitation to attend office hours, please contact the TDX project team at tdxadmin-group@brandeis.edu.
Vendor-led in-person training was offered to all TDX Technicians in the weeks leading to the go-live. We invite you to view a recording of the TDX Technician Training.
January 30, 2024 Go Live
We expect the transition to TeamDynamix to be seamless as the Brandeis community will continue to use help@brandeis.edu to submit issues. Every effort has been made to avoid delays in sending and receiving tickets. We appreciate your patience as we make the transition.
- The transition to the new service management platform will begin at 6:45 AM and continue throughout the day.
- At 6:45, JIRA will be set to “read-only,” and all open JIRA tickets will be moved to TDX, where technicians can continue to respond and close out their existing tickets.
- Redirects will be in place to allow the community to continue to utilize help@brandeis.edu for newly submitted issues. Every effort has been made to avoid delays in sending and receiving tickets, but please be patient as we make the transition.
- The initial migration of open tickets to the TDX platform is expected to take a few hours. Once that migration has been completed, tickets will populate your technician desktop.
- Tickets may not be fully visible until the end of the day, but you will be able to locate specific tickets using the JIRA ticket number in the TDX search.
Learn more about TeamDynamix
The project team previewed the TeamDynamix service management system in a series of demos to the Brandeis community. We invite you to view the latest ITS TeamDynamix demo.
Contact
For questions about the TDX Service Management Project, contact the TDX project team at tdxadmin-group@brandeis.edu.
Frequently Asked Questions
Questions about TeamDynamix?
If you have questions about TeamDynamix, please reach out to the project team at tdxadmin-group@brandeis.edu.