Summary
Learn about what's changing in TeamDynamix (TDX) with the 12.3 update on October 10, including renamed screens, new ticket tools, and features your department can request.
Body
Learn about what's changing in TeamDynamix (TDX) with the 12.3 update on October 10, including renamed screens, new ticket tools, and features your department can request.
At a glance
TDX 12.3 goes live on Saturday, October 10. Most of what you'll notice are renamed labels and new options. Nothing you use today is going away.
|
Change
|
Do you need to act?
|
|
|
No
|
|
|
Optional: use it to link connected tickets
|
|
|
No
|
|
|
Know where the buttons moved, in case requesters ask
|
|
|
No
|
|
|
Optional: new time-saver
|
|
|
Yes, if you approve tickets: set a delegate before time off
|
|
|
Report builders only: layout changed
|
|
|
Report builders only: turn it on per report
|
What you'll see on day one
|
"TDNext" is now "Work Management" No action
|
|
Before
|
The area where you work tickets was labeled TDNext.
|
|
Now
|
That link or menu item is labeled Work Management. Other screen text that said "TDNext" changes the same way.
|
|
What to do
|
Nothing. Same place, same pages, and your bookmarks still work.
|
|
Approvals filter renamed No action
|
|
Before
|
On My Work > My Approvals, the filter was labeled Service Requests.
|
|
Now
|
The same filter is labeled Tickets.
|
|
What to do
|
Nothing. It works the same way under the new name.
|
|
Approvals in the client portal Heads up
|
|
Before
|
Approval emails sent requesters and approvers to a separate page with the Approve and Reject buttons.
|
|
Now
|
That page is gone. Approve and Reject are on the ticket itself, in a side panel called Current Activities.
|
|
What to do
|
If someone asks where their approve button went, point them to the Current Activities panel on the ticket. Links in older approval emails still work.
|
|
Priority colors in charts No action
|
|
Before
|
Charts grouped by priority used standard chart colors.
|
|
Now
|
Those charts use a scale from green (low priority) to red (high priority).
|
|
What to do
|
Nothing. Dashboards look different, but the numbers haven't changed.
|
|
Bulk edit tickets New option
|
|
Before
|
Tickets had to be updated one at a time.
|
|
Now
|
On Ticket Search, check the boxes next to several tickets, then choose Actions > Bulk Edit.
|
|
What to do
|
Fill in only the fields you want to change. Any field left blank stays as-is on every selected ticket.
|
|
Delegate your approvals Action for approvers
|
|
Before
|
Approvals waited until you got back.
|
|
Now
|
In My Work > My Approvals, choose someone to approve on your behalf while you're out. Ticket history shows they approved "on behalf of" you.
|
|
What to do
|
Set a delegate before your time off. If you don't see the option, contact the Office of Innovation & Technology.
|
|
Report editor redesign Report builders
|
|
Before
|
The report builder was one long page with every setting showing.
|
|
Now
|
Each section starts collapsed with a short summary of its settings. You can undo and redo changes and preview results while you edit.
|
|
What to do
|
Open the section you need to change. All the same options are still there.
|
|
Take action from reports Report builders
|
|
Before
|
To update tickets listed in a report, you had to open each one.
|
|
Now
|
Reports can show checkboxes so you can select tickets and update them in bulk from the report.
|
|
What to do
|
Whoever built the report turns this on in the report's settings.
|
Available if your department wants it
These features are new in 12.3 but need to be set up by OIT before your department can use them. Let the Office of Innovation & Technology know if any would help your area.
|
File upload fields on request forms
Forms can include a dedicated, optionally required field for a file like a signed form, receipt, or ID. The file shows next to the field on the ticket instead of in the attachments.
|
|
Instructions that appear based on answers
Forms can show text only when someone picks a certain option. For example, selecting "New hire" could show new-hire instructions that no one else sees.
|
|
Information that stays with a ticket when it's transferred
Today, some custom fields are wiped when a ticket moves to another department's queue. Fields can now be shared across departments so that information stays.
|
|
Response time based on your first email
If your department tracks response time, the clock can stop when you send the first email to the requester instead of when the ticket status changes.
|
|
Automatic task lists when a ticket changes
A set of tasks can be added automatically when a ticket is updated a certain way. For example, changing the ticket type could add a standard checklist.
|
|
Tracking supplies used on tickets
Track supplies on hand, where they're stored, when to reorder, and which ticket used them. Useful for cost tracking or charging costs back to other departments.
|
|
Covering approvals for unexpected absences
If an approver is out unexpectedly and didn't set a delegate, OIT can assign someone to cover their approvals.
|
|
Automatic ticket sorting Requires add-on license
TDX can suggest a ticket's department, type, or priority based on past tickets and route it automatically. This requires the AI ITSM license, which NCU would need to purchase.
|