Edit Your Enterprise Service Management Profile

Overview

The Enterprise Service Management (ESM) system contains people records which represent individuals that play a role on tickets, incidents, tasks, projects, issues, etc. By design all active students, staff, faculty, and sponsored accounts with the University of Alaska (UA) system are automatically synchronized with the ESM system.

What materials do I need?

  • Internet connectivity
  • TDNext access
  • ESM permissions

How do I use this technology?

  1. Login to ESM.
  2. In the upper right corner, click your name.
    Enterprise Service Management Name Highlighted
     
  3. Click My Profile.
    Enterprise Service Management My Profile button highlighted
     
  4. A new window/tab will open displaying your General profile information.
    Important

    While individuals with access to TDNext are technically able to edit the information listed on their Profile's General tab, you are strongly discouraged from doing so. Most information set on a person's profile is automatically synchronized between various other UA systems such as Enterprise Resource Planning (ERP, aka Banner), and UA Active Directory (AD). Any changes made to these synced values will be overridden during the next sync-window. If information on your profile is incorrect, update your information as appropriate via UA Online, or the Online Directory.

    Currently the following fields can be updated if desired:

    • About Me
    • Profile Picture
  5. Click Settings.
    Enterprise Service Management User Profile Settings Tab highlighted
     
  6. Click Edit.
    Tip
    The Technician Signature field will not be displayed unless there is an existing personalized signature, or the Edit button is clicked.
    Enterprise Service Management User Profile Settings Edit Button Highlighted
  7. The following settings can be set:
    • Show summary on startup: When set, when you login to the ESM system, or refresh your browser session, a "Welcome to TeamDynamix" dialog window will appear showing any items pending your response.
    • Allow status update alerts / notifications:
    • Show Communications filter by default: When set, focuses the ticket feed on communication and notes. This applies to TDNext view of all feeds, and in the TDClient view of technician-focused feeds (e.g. articles, services, service offerings).
      Communication-type messages include:
      • A feed entry that came from an Update
      • Comments inputted manually on the item or from email
      • Replies to feed entries
      • A feed entry that includes a comment
      • A feed entry that sent a notification
      • A feed entry that has been made public at one time
    • Technician Signature: The Technician Signature can be used to auto populate new ticket updates, ticket tasks, comments, and replies. This signature can also be used for response templates created within TDAdmin by ESM App Admins.
    • Apply to all updates and new comments for Tickets and Ticket Tasks: When set, indicates that the technician's signature is applied to updates and comments for tickets and tasks.
      Note
      If a Response Template is used on a Ticket Update it will override the use of the Technician Signature. ESM App Admins may decided to modify their existing Response Template(s) to include the TechnicianSignature tag as desired.
    • Apply to all replies for Tickets and Ticket Tasks: When set, indicates that the technician's signature is applied to replies for tickets and ticket tasks.
  8. After desired changes to Settings have been made, click Save.
  9. Close the User Profile window.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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