TeamDynamix: Dictionary and Crosswalk

This article defines key TeamDynamix (TDX) glossary terms and outlines various activities, showing how they are performed in TDX. This is a living document; information will be added or removed as necessary.

 

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TDX Dictionary

The table below shows some of the terms you need to be familiar with in TeamDynamix.

In TeamDynamix Meaning In ServiceNow
acct/dept The Acct/Dept field represents the Department for which the ticket is being requested department
agent A person, in an assignment group, who has access in TeamDynamix to work tickets in TDNext fulfiller
asset/ci The asset(s) or configuration item(s) associated with the ticket ci
attribute A field on a form variable
building The building relevant to the ticket location
change A ticket classification used for documenting standard, normal, and emergency changes to systems change request
customer Someone who cannot login to TDX customer
description The full details of a request, including any appropriate circumstances or supplemental information that may aid in completing it description
id Unique identifier of an article or ticket number
desktop A collection of delivered modules and custom reports to give a snapshot view of current activity in the environment dashboard
feed An audit trail, with time and date, of all activity on the entry (ticket, article, etc.). The feed also supports comments to communicate with others on the entry activity log
incident A ticket classification used for something being broken or not functioning as expected incident
knowledge article Informational article about a service, how to use a piece of software, or frequent issues a customer may experience help article
known issue A problem that doesn’t have a determined solution or may take a lot of resources to resolve, but likely has a workaround problem
requestor Users who have submitted tickets requestor
created An attribute not visible on TDClient Portal but is visible in TDNext requested by
prim resp (primary responsible), responsibility, responsible The person or group that is listed as responsible for the completion of the ticket assigned to
prim resp group, responsibility, responsible The group of users that is primarily responsible for the completion of a ticket assignment group
priority This isn’t a flag on a user, like the VIP flag but the priority of the ticket should be used to indicate status of the individual vip
status   state
tags Labels attached to a service, article, or ticket for the means of identification or improving search results tags
client portal (or TD Client) Client/end-user interface accessible by all users Service portal
ticket A generic term for any classification of user submitted record service ticket, request ticket, incident ticket, SCTASK, Task
ticket classification The indication of the kind of ticket. There are five ticket classifications: Incident, Major Incident, Known Issue, Change, Service Request ticket type
ticket id Unique identifier of that is a numeric ID, i.e. “12345.” This number does not change even if the ticket classification changes SCTASK number, RITM number, REQ number
ticket task Represent the items one must complete as part of resolving a ticket child task or ad hoc task
title A short description or subject line to explain the nature of a ticket short description
user Someone who can login to TDX end user
TDNext TDNext is the foundational application suite upon which most other TeamDynamix applications run, allowing executives, project managers and project team members to work more effectively and report on data ServiceNow Platform (fulfiller view)
TDAdmin Administrative setup interface used to configure TeamDynamix ServiceNow Platform
     

 

Crosswalk

The table below shows some of the activities you need to know how to perform in TeamDynamix.

In TeamDynamix In ServiceNow
If you mark a comment private, the feed entry is only visible in TDNext. However, anyone included in the notify field (including the requester) will be notified via email, regardless of their TDNext access. Marking comments private in the Work Notes means the requestor doesn’t see the comment.
Use the Incident or Service Request button in TDNext to create the ticket and assign to the group or agent you need to work the ticket. To send a ticket directly to another fulfiller, you use the “Fulfiller to Fulfiller” Request in the Client Portal.
Only Major incident, Known Issue, and Change can be made parent tickets. Any incident can be made a Parent incident and have child incidents.
For fillable chartfield strings - the fields are text entry. A link to the Chartfield checker is provided on the Service page. Once the ticket is submitted, the system will perform a check to confirm the chartstring is valid. If the chartstring is not valid, a comment will be added to the ticket that it isn't valid. For billable chartfield strings – a dropdown menu is provided and the chartfield string is validated before the requestor submits the request.
   

 

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Details

Article ID: 330
Created
Tue 7/9/24 2:59 PM
Modified
Fri 8/30/24 5:23 PM