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Issue or service request tickets can be submitted one of two ways depending on user role within the TeamDynamix application.
1. TDNext Tickets application. Licensed TDX users who are part of a ticketing support group and have access to a ticketing application have the ability to create and submit tickets directly from within the ticketing application.
2. Service Catalog. Both licensed users and client users have the ability submit tickets via the web-based client portal.
Create a Ticket via the TDNext Ticketing Application
A list of available ticket types can be selected by clicking on the "+New" button in the ticketing application's main menu bar. Select only those forms that have titles, for example "Egnyte Issue".
Ignore forms such as "Ticket Form", "Release Form", and "Service Request Form". These forms are generic, default forms inserted by the TeamDynamix application which cannot be removed from the list.
Note: Users who are part of a ticketing support group have the ability to create tickets for ONLY those ticket types for which they are responsible. All other tickets should be submitted via the service catalog.
Submit a Ticket Request via the Service Catalog
Step 1. Sign In to the Service Catalog
https://kentstateocde.teamdynamix.com/TDClient/Home/
Note: Users MUST be signed in to the service catalog in order to submit requests. Some services, knowledge base articles, and applications have group-based permission restrictions and will not appear unless a user is signed in.
Licensed users can also access the service catalog by clicking on the blue application tab in the TDNext web interface, then selecting the Services application. This will automatically sign in the user to the service catalog.
Step 2. Select the Service
Select Services in the main menu of the Service Catalog to display the service categories. Each service category contains a description of the services that belong to the category; some categories may contain sub categories of services.
Services appear as a list of links within each category. Click on the link to open the service description page.
Step 3. Complete the Request Form and Submit
Carefully read the description of the service, then click on the Request Assistance or Submit Issue button to open the request form.
Note: If the service is frequently requested, users can add it to their "My Favorites" list by clicking on the "Add to Favorites" button on the request form.
Complete the request form, then click on the Request or Submit button at the bottom of the form to submit the request.
