Frequently Asked Questions

IT Service Management takes a holistic approach towards managing the delivery and function of IT services.

While ticket management systems are designed with a focus on managing break-fix incidents and customer requests for IT service, ITSM solutions support these functions and much more. For example, ITSM solutions provide the ability to track and manage changes to your IT services and assets, define and track your service levels, configure customer-facing portals with service catalogs, map your IT infrastructure and dependencies, and more.

All governance information for TDX can be found on this page.

For questions regarding TDX governance:

• Chicago — UIC TDX Service Page (login required)
• Springfield — techsupport@uis.edu
• Urbana — urbana-tdag@illinois.edu

IT Service Management (ITSM)

• Self Service
• Incident Management
• Service Request Fulfillment
• Change Management
• Service Catalog
• Satisfaction Surveys
• Asset Management
• Knowledge Base
• Problem Management
• Bomgar Integration

Project Portfolio Management (PPM)*

• Project Request Management
• Project Management
• Resource Management
• Time Tracking

* Not all features are available to or implemented at each university; see below for details.

It is the intent to eventually offer TeamDynamix PPM to any interested unit. Central IT units proceeded first. The timeline for other interested units is on hold until we learn more about future enhancements from the vendor. The product roadmap includes enhancements to PPM that will allow more options and flexibility for customizing PPM to better serve the unique and individual needs of each unit. Once these enhancements are announced, we will resume efforts to make PPM available to interested units.

If you are interested in using the PPM module, please contact the appropriate university governing body mentioned above.

Yes, TeamDynamix offers an API for its products. You can view their documentation here.

If you are interested in using the API, please contact the TDX Service Team.

Technology Services at Illinois and System Offices will continue to use the Wisconsin KnowledgeBase platform (Answers @ Illinois). ITS at Springfield and Technology Solutions at UIC have moved to the TeamDynamix platform. Units at UIC and UIS can use the TDX Knowledge Base.

Long-term, we are working with TeamDynamix on knowledge management features that will hopefully support a more complete migration to the TDX Knowledge Base for all units that wish to use it.

The TeamDynamix platform offers significant advantages over other ticketing systems, and using a common system improves the customer experience of getting help. While it is not mandatory to use TDX for help desk ticketing, at this time it is the most widely used platform in the university system.

There is a single instance of TeamDynamix with the capability to create separate applications; however, each university (UIC, UIS, and Illinois) has its own service catalog and customer portal. Each unit may have its own ticketing application, workflow processes, internal dashboard, and web intake forms for tickets. Illinois also has a shared ticketing app, U of I - Main, if you would prefer a lightweight setup. The Transfer Hub allows tickets to flow easily between all apps and universities.

Users will see the same interface and will use the same widgets; however, users may see customized information based on their login. TDX App Admins can modify what information is visible.

Please contact the appropriate University’s TDX governing unit to get on their list.

• Chicago — UIC IT - TeamDynamix
• Springfield — techsupport@uis.edu
• Urbana — TDX at Illinois Service Request (login required)

It’s free! Each of the university central IT units and System Office IT (AITS, ITS, Technology Services, and Technology Solutions) have shared the cost for TeamDynamix. Participating colleges, units, and departments will not be charged individually for utilizing TeamDynamix.

That depends! Ticket requests are visible to every technician within a specific app. If you are in the U of I - Main shared ticketing app, you can see all other requests in that app. At Illinois, there is an option to add external technicians to your ticketing app to facilitate service support. Check out the information on the View-Only Role here.

• Chicago — UIC TDX Service Page (login required)
• Springfield — techsupport@uis.edu
• Urbana — TDX at Illinois Service Request (login required)
• System Office — System Office Service Request (login required)

The University of Illinois has created a guide to help IT Pros register for the TeamDynamix Community.

• The KnowledgeBase TDX Resources article has the most complete list of TDX Resources available.
• The TeamDynamix Change Log contains information about changes to the TeamDynamix application.
• You can find TDX Training Resources in the KnowledgeBase
• For UIC, access to training documentation is currently limited to Tech Solutions staff. It will be opened up to additional groups as they start planning transitions.
• UIC's Technology Solutions has created a series of TDX Application Admin videos available on YouTube.
• You can find ticketing demos in Media Space.

Yes, TeamDynamix now offers a mobile app. Get started here!