Team Dynamix: Facilities Technician & Laborer Incoming Tickets

Background Information

Team Dynamix is the Enterprise’s ticket management system used to submit and track tickets relating to employee requests. The following Job Aide will show the processes of handling incoming tickets for the Facilities Department’s technicians and laborers.

Logging Into Team Dynamix

  1. Navigate to Team Dynamix via a Windows Desktop or The Source.
    • Desktop: Select the Start Menu. Then, select the Submit a Ticket tile.
    • Source: Navigate to The Source. Then, select the Web Apps drop-down menu and select TeamDynamix Administration.
  2. From the home screen, select Users. This will automatically sign you in.
  3. A pending items window appears. Select the X to close out of this window.

Navigating the Team Dynamix User Desktop View

  • All technician and laborer Desktop Views include two categories: My Assigned Tickets & My Assigned Tasks.
    • My Assigned Tickets
      • Tickets directly assigned to your name can be found here.
    • My Assigned Ticket Tasks
      • Ticket tasks directly assigned to your name can be found here.

Opening an Assigned Ticket

  1. From the My Assigned Tickets category, select the ID # or Title to open a ticket.
  2. The ticket opens in a new window.
  3. Under the Description section, review the information to determine what issue(s) needs to be resolved for your assigned ticket and any additional, necessary information.

Updating an Assigned Ticket

  1. After opening an assigned ticket, add an update to the ticket by selecting Actions.
  2. From the drop-down menu, select Update.
  3. A new window appears. Within this window, complete the following:
    • Status – status is automatically set to In Process. Do not update Status unless ticket is completed and resolved.
      • Once a ticket is completed, under Status, select drop-down and select Resolved.
    • Time Type – select Time Type drop-down and select General.
    • Hours – enter the amount of time spent on the update.
      • Example – spent 1 hour looking over broken equipment. Enter “1.00” in the Hours field.
      • Example – spent 30 minutes changing a lightbulb. Enter “0.30” in the Hours field.
    • Comments – Enter any necessary information/updates for the ticket, such as waiting on equipment, notes on what was observed, or important contact information.
    • Notify Other People – your immediate supervisor and coordinator must be notified of any updates to a ticket.
      • Select the magnifying glass to the right of the field.
      • In the Search field, type your immediate supervisor or coordinator name.
      • Hit Enter on the keyboard.
      • Select your supervisor or coordinator name under the Name column.
  4. Select Save at top of screen.

Opening an Assigned Task

  1. From the My Assigned Tasks category, select the ID # or Title to open a task.
  2. A new window appears displaying the assigned task. Review your assigned task:
    • Title – the title of the task describes what task needs to be completed.
    • Date(s) – the date range it will take to complete the task.
    • Estimated Hours – the estimated time it will take to complete the task.
    • Responsibility – the technician or laborer who is responsible for the task.

Updating an Assigned Task

  1. After opening an assigned task, add an update to the task by selecting Actions.
  2. From the drop-down menu, select Update.
  3. A new window appears. Within this window, complete the following:
    • New % Complete – select the drop-down menu to update the percentage of completion for the task; this can be anywhere from 0% to 100%.
      • Updating the percentage to 100% and saving the task automatically completes the task for the responsible technician or laborer.
    • Comments – Enter any necessary information/updates for the task.
    • Notification – select the People icon to the right of the field to automatically add the creator and requestor of the task & ticket. These are the supervisors and/or coordinators associated with the task & ticket.
  4. Select Save at top of screen. 
  5. The task is automatically saved and updated. Select To Detail to return to the task menu.

Adding an Asset to a Ticket

  1. From an assigned ticket home page, select Assets/Cls from the navigation bar.
  2. Select +Assets/Cls.  
  3. A new window appears. Select the magnifying glass to the right of the Item(s) field.
  4. Under the Asset Filtering section, select the X to the right of the User field to remove the current user.
  5. In the top, righthand section of the screen, select the magnifying glass to the right of the Room field.
  6. In the Search field, type in the name of the location. Then, select the name of the location under the Room column.
    • Example – type in “Starz Bar” and hit enter on your keyboard. Under the Room column, select Starz Bar – 1020.
  7. The location is automatically added to the Assets/Cls main page under the Room field.
  8. Select Search in the top left corner of the screen. 
  9. Select the check boxes for each Asset to be added to the ticket under the Custom Attribute Filtering field.
  10. Select +Insert Checked. 
  11. The Asset(s) is successfully added to the ticket.

Adding Time to a Ticket

  1. From an assigned ticket home page, select T&E from the navigation bar. 
  2. Select +Add Time. 
  3. A new window appears. From the Time Type menu, select the drop-down and select General.
  4. Under the Hours field, type in the hours it took to complete the entire ticket process.
    • Example – completing the ticket process took 30 minutes. Type “.30” in the Hours field.
  5. Under the Description field, enter a description of what was completed.
  6. Select Save.

 

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