ITSM-TeamDynamix (TDX) – Frequently Asked Questions (FAQ)

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TeamDynamix is the university’s implementation of the TeamDynamix IT service management (ITSM) platform, commonly known as TDX. It is used for managing IT service requests, incidents, workflows, assets, and knowledge base articles. TDX helps students, faculty, and staff receive timely IT assistance and allows support teams to coordinate and track services efficiently.

Overview

What can I use TeamDynamix for?

You can use TDX to:

  • Submit and track IT service requests
  • Report technical issues or incidents
  • Access the Knowledge Base (KB) for self-help resources
  • Communicate with IT support staff
  • Request updates on existing tickets
  • Access automated workflows and service forms

How do I check the status of my ticket?

You can view your open and closed tickets by:

  1. Logging into TDX
  2. Navigating to “My Work” or “My Tickets”
  3. Reviewing the latest updates and communications from IT support

If you need clarification, you can reply directly within the ticket.

I cannot log into TDX. What should I do?

Login issues may be caused by:

  • Incorrect credentials
  • Browser cache problems
  • Changes in access permissions
  • System outages

Try clearing your browser cache or using a different browser. If the issue persists, contact the Technology Center at 248-370-4357.

How do I request access to TeamDynamix features (e.g., forms, dashboards, admin tools)?

Submit a request through the ITS-TeamDynamix service page. Access typically depends on your role, department, and need for elevated permissions.

Why can’t I create, edit, or close a ticket?

Common reasons include:

  • Insufficient permissions
  • Ticket ownership assigned to a different group
  • Workflow restrictions that require approval before closing
  • Required fields not completed

Submit an access or configuration request if you believe permissions need updating.

How do I attach files or screenshots to a ticket?

When viewing your ticket:

  1. Scroll to the Attachments section
  2. Upload files using the Add Attachment button
  3. Drag-and-drop is also supported in most browsers

If uploads fail, try using a different browser or reducing file size.

How do I request help creating or updating a Knowledge Base (KB) article?

You can submit a Knowledge Base Request for:

  • Creating new KB articles
  • Updating or rewriting outdated content
  • Archiving or deleting articles
  • Adjusting article visibility or permissions

Include the article URL (if existing) and the requested changes.

How do I generate a report or export TDX data?

Submit a reporting request if you need:

  • Custom dashboards
  • Exported ticket data
  • Trend analysis
  • Workflow performance metrics
  • Data field explanations

IT support can help configure recurring reports if needed.

What should I do if a workflow, automation, or scheduled task is not working?

These issues may relate to:

  • Expired conditions or triggers
  • Incorrect workflow logic
  • Permission changes
  • System updates

Submit a Workflow Troubleshooting Request with the ticket ID and a description of the issue.

How do I convert a service ticket into a project request?

Use the “Convert to Project Request” option within the ticket (available only to authorized users). If you do not see the option, request elevated access. For more information please look at the Knowledge Base article "Converting a Service Ticket to a Project Request in TDX"

Who do I contact for additional help with TeamDynamix?

You can:

  • Submit a TDX ticket under the ITS-TeamDynamix service
  • Contact your department’s IT support representative
  • Visit the Knowledge Base for self-help documentation

What does it mean to “add a resource” to a project?

Adding a resource assigns a user, group, or role to a project so they can:

  • Track time
  • Receive task assignments
  • Access project information
  • Receive project notifications
  • Participate in workflow steps

If a user is not added as a resource, they typically cannot update or interact with project tasks.

How do I add a resource to a project?

Follow these steps:

Step-by-Step Instructions

  1. Open the project in TDX.
  2. Select the “Resources” tab from the left navigation menu.
  3. Click “Add” or “Add Resource”.
  4. Choose the type of resource to add:
    • User (an individual person)
    • Group (support or project team group)
    • Role (e.g., Project Manager, Analyst, Developer)
  5. Use the search bar to find the person or group.
  6. Select the resource and click “Add” or “Save”.
  7. (Optional) Set the resource’s allocation, planned hours, or role within the project.

The resource will now appear in the project’s resource list.

How do I assign a project role to a resource?

After adding the resource:

  1. Go to the Resources tab.
  2. Click the three dots next to the user.
  3. Select “Edit”.
  4. Choose a role such as Project Manager, Team Lead, Analyst, Developer, etc.
  5. Click Save.

Roles help determine permissions, notifications, and responsibilities.

Why can’t I find the person I want to add?

Common causes include:

  • The user does not have a TDX account
  • Their account is inactive or disabled
  • They are not part of the correct user group
  • Their role permissions restrict project visibility
  • Name spelling mismatch

If you find that the user does not have access, have the user submit an Access Request or notify IT if the user needs TDX access.

Why is the system giving me a permissions error when I try to add a resource?

You may not have the required project rights.

Typically, only:

  • Project Managers
  • Portfolio Managers
  • Editors or Administrators

can add resources to a project.

If you receive an error, request elevated permissions through an ITS-TeamDynamix ticket.

How do I remove a resource from a project?

  1. Go to the Resources tab.
  2. Select the three dots next to the resource name.
  3. Choose Remove or Delete.
  4. Confirm removal.

Note: If tasks are assigned to that user, you may need to reassign them before removal.

How do planned hours or allocations work?

When adding a resource, you can define:

  • Planned Hours – expected work
  • Start and End Dates – their participation timeline
  • Allocation % – the percentage of their workload dedicated to this project

Directors often use these fields for capacity planning.

Additional Support

  • OU Technology Center
  • 44 Oakland Center
  • Rochester, MI 48309-4479
  • (248) 370-4357
  • Office Hours: M-F 8:00am - 5:00pm
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