Overview
It is possible to access tickets, and other resources, within University of Alaska (UA) Enterprise Service Management (ESM) solution powered by TeamDynamix (TDX). The integration between the ESM and Microsoft Teams comes in the form of a messaging extension, which means it can be accessed any time you are creating a chat message in Teams, both individual/group chats, as well as posts directly to Team channels.
In this article:
What materials do I need?
- Access to UA ESM with Technician, or higher access
- Microsoft Teams
How do I use this technology?
Configure your Microsoft Teams client to use TDX
For each instance of Microsoft Teams where you plan to use the TDX app you will need to do the following one time to pin the messaging extension.
- Open Microsoft Teams.
- From the message box in a direct message, or team channel, click Actions and apps (+) button.
- The Actions and apps dialog will display.
- If it doesn't show on the first page of results, search for TDX to find the TDX app, and click it.
- Details about the TDX app will be displayed in the Messaging Extensions window, click Add.
- After you have successfully added the TDX messaging extension, the TDX bot will send you a hello chat reminding you to Sign In.
- Once the app is installed, click the Actions and apps icon to use the messaging extension.
- Click the TDX icon.
- The app will require you to login the first time you use it.
- It will redirect you to the Microsoft 365 @ UA login screen. Enter your UA Email address, then click Next.
- When prompted, enter your password, then click Sign in.
- When prompted to Stay signed in select Don't show this again and then click Yes.
Using the TDX messaging extension
Once you've enabled the TDX app you can search TDX for any of the following work items*:
- Tickets
- KB Articles
- Assets
- Configuration Items (CIs)
- Services
- Projects
- Issues
- Risks
- Project Tasks
* Note: some of these items have not yet been deployed in the UA ESM system; however, when they are deployed they will be searchable.
All of these searches will be done based on permissions in TDX, and will be filtered to show the most relevant types of items (e.g. tickets are filtered based on Status Class to only show New, In Process and On Hold tickets, but exclude Cancelled and Closed tickets). For individuals with access to multiple applications within the ESM, the messaging extension will search across all that you have access to.
- Click on the TDX button when you're composing a message to start a search.
- Select the desired category, it defaults to searching Tickets.
- Enter the search criteria.
Once you find a work item that you want to discuss, click on it to add it to your message.
- You can add additional comments or @ mention someone in your comment to notify them via Teams.
When your message is complete, click Send to send the information to the chat or channel.
- In Teams a card will display information from TeamDynamix.
Within the card, you can click on the View button or linked details such as the Requestor or Location to view the details of the item in TeamDynamix. You can also click on the Comment button on most cards to add a comment directly to that item's Feed. Commenting in this way will record your comments in the Feed but it will not let you notify others--to notify people or perform a full update, use the View button to view the full details in TeamDynamix.
Use Cases
- Collaborating on a ticket in Teams: Use the TDX Teams integration to provide a summary of the ticket, and a link to the open the ticket in TDNext. This saves time for the collaborators having to search for the ticket in TDNext.
- Updating tickets from Teams: When working on a ticket and collaborating with team members, the TDX Teams integration would allow updating the ticket as part of the conversation in Teams, allowing for quicker updates.
Frequently Asked Questions
- Who can use the TDX integration for Teams?
The TDX integration for Teams is intended for individuals granted access to the ESM solution with technician, or higher access. Its searches happen within the context of the user who is logged in, and require you to have access as a technician.
- Who can see the TDX app in Teams?
Once you have installed the TDX app, all Teams users will be able to see it within the apps list. The TDX app uses each individual's permissions within TeamDynamix, and so individuals without access to TDNext won't be able to use the integration.
- When I post a TDX card in a channel or chat, who can see it?
When you post a work item card in a team channel or chat, everyone in that channel can see the card as part of your message. The links on the card will take the individual to their browser, where they'll be able to access the item only if they have access in TeamDynamix. Similarly, the comment button will check to see if they are able to post a comment so that individuals can't comment on things they don't have access to.
- Can I post a TDX card referencing a ticket from a ticketing app I do not have access to via TDNext?
No. You must have access to the app hosting the ticket via TDNext in order to post a TDX card referencing that ticket.
As referenced above, TDX searches are done based on your permissions within TDX, and will be filtered to show the most relevant types of items (e.g. tickets are filtered based on Status Class to only show New, In Process and On Hold tickets, but exclude Cancelled and Closed tickets). For individuals with access to multiple applications within the ESM, the messaging extension will search across all apps that you have TDNext access to. If you do not have access to the ticketing app, you can simply type the ticket number into the chat window like any other text.
- Can I copy/paste a TDX card from Teams?
When you generate a work item card in a Teams conversation, the card options menu allows you to Copy the card. If you paste that into another Teams conversation, it will include the same card details. If you paste it outside of Teams, it will paste the URL for the card, allowing you to open it in Teams.
- Can I use the Teams Integration in a Private Channel within Teams?
Not at this time. Microsoft currently does not support using messaging extensions like the TeamDynamix app integration within private channels.
Need additional help or have issues
For support, requests may be submitted anytime by Requesting Support for the Enterprise Service Management service. Support Requests are worked by Priority based on the Impact and Urgency of need as well as the order they are received by the IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for ways to contact the appropriate support group.