How To: Submit Support Requests in TeamDynamix (TDX)

21-JUN-2025

Team Dynamix, also known as TDX, is the service portal for submitting help tickets, account change requests, and service requests for IT.  There is also a TeamDynamix interface used by Facilities.  In time, service and change requests and other workflows for other departments may be added.  The steps below will guide you through the best practices for submitting requests to Norwich IT, including User Services, Enterprise Computing, the Infrastructures and Systems Team, the Information Technology Security, and the Chief Information Officer. 

  1. Log in to the Norwich SSO page, http://sso.norwich.edu
  2. On the MyApps portal, click on the “IT Services” launcher.

 

 

 

 

Uploaded Image (Thumbnail)

  1. This will bring you to the ITS Services’ main page. There are many options in Team Dynamix for submitting tickets, requesting a Project, or looking for instructions in the Knowledge Base for assistance with Norwich Applications, Hardware, and Systems.

Uploaded Image (Thumbnail)

  1. Users can submit a ticket in multiple ways:
  • Service Catalog (recommended)
  1. Click on the “Service Catalog” button towards the upper right.
  2. Select the Category that best describes what service you will need.  As you drill down, the Services available under each Category become more granular.  For example, if you are a hiring manager and you need to on-board a new employee who will need access to institutional data, you would select the Category “Accounts and Access” and then the service “Account Creation and Modification.” Using the button labeled “Request Service,”

Uploaded Image (Thumbnail)

 

will automatically open a new ticket form for that service.  The boxes in the form are the data necessary for IT to complete your service request.  By default, you will be the Requestor.  If you are submitting the ticket on behalf of another user, you can add their name in place of yours.

  1. When you have filled out all the necessary information for the ticket, click Submit at the bottom of the form.
  • Submit a Ticket
    1. Click on the “Submit a Ticket” button towards the top right.
    2. This will open up a generic ticket submission form.  The only data fields available will be Requester, Title, and Description.
    3. Generic tickets do not ask for secondary pieces of information. They do not automatically create workflows for the parties responsible for the separate actions with the ticket.  Generic tickets are reviewed and reclassified by the User Support Staff before being assigned to the appropriate specialty area.
    4. By default, you are the “Requester” of the ticket.  You can change the Requester field if you are submitting on behalf of another user.
    5. Click the Submit button at the bottom of the form after filling in the information you have for the request.

 

  • Search the Client Portal
    1. On the Information Technology home page, at the very top of the interface, is a search box.  There exist three modes for the search.

a. By default, the icon at the left of the search box is a Globe.

A “Global Search” will give you results of BOTH service tickets and Knowledge Base articles that match some of your search terms.

b. In order of appearance, the second option, when you click on the search modification trigger, is a Light Bulb.

When selected, the results will show only the Knowledge Base articles that correspond to your search terms.

c. The third option, the Compass, will show the Service Request forms that correspond to your search terms.

  1. Selecting the ticket type from the search results may or may not match exactly what you need.

 

Additional Info

https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=2568 (link)

 

Print Article