ServiceHub Ticketing App FAQ

Enterprise Service Management (ESM) is the overarching service run by IT Services that utilizes the different suite of tools provided by TeamDynamix. This includes IT Service Management (ITSM) and Project Portfolio Management (PPM) in the future.

 

ServiceHub is our ITSM platform that aims to bring tools to streamline and improve service management processes for the SFU Community. This includes the ServiceHub Client Portal (for the SFU community to view our Service Catalog and Knowledge Articles) and ServiceHub Ticketing App (used by IT Technicians to assist with incidents and service requests).

 

See the architecture below:

Yes, however, not all sponsored accounts will have an account on ServiceHub (TeamDynamix account) by default. If you cannot log in with your sponsored account, see How to gain access to ServiceHub Ticketing App.

There are two common reasons you may have not have access to the ticketing app:

• You're not on one of the TDX Responsible Group Maillist to be given technician role. Ask your service owner/manager to add you to a Responsible Group.
• You're using a sponsored account or is outside of ITS and haven't been registered on the TDNext application.

To gain access, see How to gain access to ServiceHub Ticketing App.

By default, no one will receive an email notification when you comment on a ticket regardless of the "Only visible to ITS Tickets User" checkbox. Only users selected on the "Notify" field when commenting or updating a ticket will receive an email notification.

Everyone on the "People" tab of the ticket will receive an email notification of the Requestor's email reply or comments. By default, it will only be the user/group set as the Primary Responsibility. Adding additional Contacts on the "People" tab will allow the user to receive email notification when the Requestor replies or comments.

The "Comment" feature is typically used to send a message quickly. The "Update" feature provides a more versatile function of "Comment" by popping out and showing more fields and features. In addition to sending a message, "Update" can change a ticket status or send an attachment.

Sending a private message (through comment or update) with the box checked will do the following:

• Post a message on the ticket feed that only viewable on the ITS Ticketing App / TDNext (only to those who have access to the ITS Ticketing App).
• If you have selected to notify individuals, all the individuals selected to be notified will receive an email notification with the message (regardless if they are ticket agents or an external email).

Sending a public message (through comment or update) with this box unchecked will do the following:

• All the above, in addition, post a message on the ticket feed on the ServiceHub Client Portal / TDClient.
• If you have no one selected to be notified, no one will receive an email notification, including the Requestor.

Yes, you can send a message to an external, non-SFU email on the "Other Email Addresses" field under "Update" on a ticket.

"Comment Templates" are available to all ticketing agents on the ServiceHub Ticketing App. If you wish to add a "Comment Template", please submit a request at ESM Request a Service.

At this time, ServiceHub does not support a way to handle signatures. You'll have to copy/paste it from another source each time you send a message or use a browser plug in.

To change the status of a ticket without notifying, you can "Edit" or "Update" the ticket status. Ensure that you have the "Notify" field empty.

Yes. If a ticket status is set to "Resolved", Requestors replying to the ticket within 3 business days will set the ticket status to "In Progress". If a ticket status is set to "Resolved" and 3 business days have elapsed, the ticket status will automatically be set to "Closed" and further replies from the Requestor will generate a new ticket.

When a ticket is "Resolved", any replies from the Requestor will set the ticket status back to "In Progress". When a ticket is "Closed", any replies from the Requestor will generate a new ticket.

We recommend that you reassign the ticket to the Responsibility Group, "ITS Service Desk (BBY)". They are the most knowledgeable on triaging tickets and will be able to direct it to the correct Responsible Group.

That would depend on your Responsible Group. Some Service Owners and Managers may use feature to assist with service management, such as for resourcing and reporting purposes.

Yes, all ticketing agent in the ServiceHub Tickets app have full control to any tickets. Responsible Groups are not private or read-only to other ticketing agents outside the Responsible Group.

You can transfer the ticket to a Confidential Ticketing App by selecting "Actions" > "Assign Workflow". Please note that once you transfer the ticket to a Confidential Ticketing App, you will no longer have access to the ticket.

If you encounter any spam tickets, you can set the ticket status to "Rejected".

To find a user's computing ID, open the user's profile by click on their name (such as on a ticket or desktop view). You can see the user's computing ID under "Organizational ID".

Unfortunately, no. At this time, TeamDynamix does not have ticket views or desktops auto-refresh. The only widget that updates in real time is "My Feed" under My Work. We suggest looking into browser plug-ins to auto-refresh the page until TeamDynamix implements the feature.

TeamDynamix have been reviewed by our Privacy Office and the application have met their requirements. TeamDynamix stores all its data on a Canadian data centre. TeamDynamix also implements an advanced security method based on dynamic data and encoded session identifications, and hosts the Site in a secure server environment that uses a firewall and other advanced technology to prevent interference or access from outside intruders.

 

For security and confidentiality for handling tickets, tickets with sensitive information will be in (or moved into) Confidential Ticketing Apps on ServiceHub to minimize exposure. These Confidential Ticketing Apps can only be accessible to select SFU technicians and administrators.