Systems Supported
TeamDynamix by TeamDynamix
Enterprise Service Management (ESM), commonly referred to as 'ticketing', helps the university run different departments and certain support requests more smoothly. It includes tools for requesting and managing services (ticket requests), sharing information through the Knowledge Base, and keeping track of assets like computers or equipment. It helps the right staff use the right tools and follow the right processes so the university can work better, deliver good services, get better results, and serve students, employees, and faculty more effectively.
Benefits
For Your Department
Form-Based Ticketing
Customizable ticketing form(s) capture necessary information for service and work requests submitted by customers.
Ticketing Reports
Customizable reports that can be used to measure and monitor the effectiveness of service delivery.
Ticket Routing
Based on information captured in the ticket form, requests can be routed directly to specific groups and teams.
Agent Desktops
Online pages that allow agents to view, update and respond to service requests from a single space.
Service Level Agreements (SLAs)
Service level agreements allow departments to set deadlines for responding to or resolving customer requests.
Automation
Setup workflows, track approvals, and choices for business processes.
Training
Before go-live, IT Services provides training to the team(s) responsible for responding to requests.
For Your Customers
Service Pages
Service pages are information pages used to describe services we offer to customers where you can submit request for service (aka. 'Submit a Ticket'). Information on these pages should be brief but detailed.
Knowledge base
A knowledge base is a centralized place for sharing self-service information such as how-to articles. Departments can attach knowledge base articles to their service page(s), as well as link them to tickets.
My Tickets & Requests Page
Students and employees can view and update any requests submitted to any department from their My Tickets & Requests page.
Eligible Peoples
- Faculty
- Staff
- Student Employee
Requirements
- Computer or mobile device with Internet access and a compatible web browser. Tested web browsers are:
- Chrome
- Edge
- Firefox
- Safari
Cost
TeamDynamix is the university's centrally supported ticketing system.
Departments who would like to adopt the ticketing system will be responsible to pay the license cost for each of their employees that will function as 'Agents' for their department (staff who work and resolve submitted tickets). Costs are per person ('Agent'), per fiscal year and current rates can be found on the Distributed Software Rates page.
Please let us know if you are interested in more information about how to join TeamDynamix for your department's ticketing needs by submitting a Service Request.
Customer
Customers are all university students, faculty, and staff and can access the Service Portals to request services from the Service Catalog and monitor their tickets at no cost.
Availability
24 hours a day 7 days a week exclusions are:
- During the vendors planned maintenance window, Friday evenings from 8:00 p.m. - Midnight Alaska time.
- During scheduled updated or upgrades that require the system to be unavailable. You can see or get notifications about these on the UAA IT Services Status page.
Supported By
This service is maintained and supported by UAA IT Services. Use the Request Support button on the right side of this page to request a license/access or get additional help.
For urgent immediate support, please contact the UAA IT Support office.