Document Change Control

Table of Contents

 

1 Purpose. 5

1.1 Who should use this manual?. 5

2 Log in.. 5

2.1 How do I log in?. 5

2.2 How does a campus user log in?. 6

3 Security Roles & Definitions. 7

Service Catalog.. 9

5 Applications. 10

5.1 Customize Main Desktop. 10

5.2 Ticket Application. 12

5.3 WorkSpaces/Time Types Application. 21

5.4 Time & Expenses Application. 21

5.5 Analysis (Reporting Tool). 23

6 Glossary. 29

7 Supporting TeamDynamix Application.. 31

 

 

 

1 Purpose

Changes to this manual are explained in the change control section at the front of this document, and will summarize changes to the processes and/or tools addressing new capabilities due to:

• Tool upgrades, improvements, and/or revisions
• Process enhancements and changes

This manual describes the different sections of the TeamDynamix (TD) application and their functions.

1.1 Who should use this manual?

This manual is intended for those who use the TeamDynamix application to submit time, create projects, use the ticketing module, and run reports. The manual provides step-by-step instructions for the different modules.  Staff should be familiar with the TeamDynamix application and its contents, which provides information about roles & responsiblities, process workflow, policies, and other important guidelines.

2 Log in

All NDUS employees log into TeamDynamix with their NDUS credentials. If the user logging in is enrolled in Duo, that person will be challenged and will need to authenticate prior to logging in. Click HERE to log into the TD application.

2.1 How do I log in?

CTS employees will log in through the Users (TDNext) portal.

 

 

2.2 How does a campus user log in?

Campus administrative staff will log in using the Client Portal (TDClient)

 

 

3 Security Roles & Definitions

CTS employees with proper training and approval by their supervisor will fall into any of the four security roles: Advance Lead, Advance Project Lead, Project Leads, or Members. The client role is, by default, given to campus administrative staff when they self-register with the application.

Service Catalog

The CTS Service Catalog is a database of services provided to our customers. Those services can be found in one of the nine categories shown in the figure below. If a service does not belong to a specifc category, it will be listed seperatley under “Services.” Searching for a service can be done in multiple ways, highlighted in the figure below.

 

 

5 Applications

NOTE: Depending on your security, you may or may not have access to all the applications covered in this user guide.

Applications that are used by CTS are: Desktops, CTS Tickets, Time/Expense, Knowledge Base, Projects/Workspaces, Portfolio Planning, Analysis, My Work, Briefcase and Plans

5.1 Customize Main Desktop

You can customize your desktop for any of these specific modules: Tickets, Projects/Workspaces, Portfolio Planning and Analysis. There is also an overall “main” desktop not specific to any of the TD areas that you can customize. To get started on customizing your main Desktop you can follow the tutorial video by clicking HERE OR follow these steps:

1. Make sure you are on the main Desktop tab, then click on Edit Desktop

2. Click on Details tab and name your desktop. Optionally, add a description

 

3. Click on the Content tab

4. Click on Edit Layout and select the layout you prefer

 

5. Go to Available Content and click and drag the content you want displayed in each of the columns. Make sure you click Save before you close out the window

6. Click Refresh for your desktop changes to go into effect

5.2 Ticket Application

If you have not yet used the ticketing module, you can find it by clicking on the Applications menu and then selecting the CTS Tickets tile. The module will appear in your menu bar from then on.

 

 

5.2.1 Viewing Tickets

You can customize your Tickets desktop to monitor particular tickets. Before you can add specific tickets to your desktop, you will need to create custom “My Searches”. To view ALL tickets in the queue, refer to screen shot:

5.2.2 Assigning a ticket

You are able to assign a ticket to yourself or to someone else. Note that if you assign the ticket to someone else, they will receive an email notification that a ticket has been assigned to them.

Example of email notification:
NOTE: If you find that you are not receiving notifications, check your Clutter folder.

 

5.2.3 Updating/Resolving a Ticket

Updating a ticket (see screenshot) allows you to change its status, add comments, add attachments, notify users, and update fields.

 

 

Before resolving a ticket, you may need to include other fields as required in addition to comments. This option is defined on the service request form when it is built. Please review all information before resolving a ticket.

Definition of Statuses:

·         New: Ticket has been recently submitted

·         Awaiting Approval:  Ticket is awaiting approval from another entity

·         Open:  Ticket is currently open and unassigned

·         In process:  Ticket has been assigned and is in process of being worked on

·         Closed: Ticket has been completed, no additional work is needed

·         Cancelled:  Ticket has been cancelled by requestor or staff member

·         On Hold:  Ticket is on hold per requestor or person working on ticket

·         Pending Upgrade: Ticket is on hold pending an upgrade

·         Waiting on Requestor: Requestor contacted, waiting for response

·         Waiting on Third Party:  Ticket is waiting for a third party entity

5.2.4 Adding Time to a Ticket

NOTE: As you work on a ticket, you need to track time to it. Some tickets may stay open for periods of time. Remember to add your time when working on each request.

There are a couple of ways to add time to a ticket:

• You may update the ticket and select the Time Type, Hours, Date and enter Comments and hit SAVE

·         You may click on the T&E tab of the ticket and enter your time

 

• You can navigate to the Time & Expenses module and enter your time (make sure you know the ticket number or name of the ticket you want to track time to)

 

 

5.2.5 Adding a Task/Task Template

Adding a task or task template to a ticket allows you to notify others that work needs to be completed while you maintain responsibility for the ticket. You may add as many tasks as are necessary. You can assign a responsible person or group to those tasks, and they will have the capability to track their time to those tasks and will automatically be notified they are responsible for a task. If the tasks are always the same and the individuals/groups doing the work are always the same, a Task Template can be used. The downside of using a task template and assigning a group, they are NOT automatically notified.

5.3  WorkSpaces/Time Types Application

5.3.1 Quick Reference Guide

The Quick Reference Guide provides the definition of each Time Type. It is important for staff to report time as consistently as possible for reporting purposes. Reports will reflect the time and effort it takes to support and maintain Applications and Systems.

5.3.2 Types of Workspaces-

There are three types of Workspaces: High Level, Departmental, and UND SLA. Definitions are provided in section 6 Glossary.

5.4 Time & Expenses Application

5.4.1 Why do we track time?

Primarily, we track time to gain a better understanding of where time is actually spent. Specifically, to determine what it takes to support and maintain an application.

Once you’ve established a time tracking baseline, you will be able to provide more accurate forecasts based on historical data

Get a better understanding of how long the “10-minute task” really takes

When someone makes unreasonable demands on your time, you will have justification as to why the work/service/project/team will suffer if you take on more work

Time tracking will help justify the need for additional staff and support, making the justification no longer a “gut feeling.” Additionally, if you are tracking time based on categories, you can tell what sort of a position should be filled.

You will be able to assign labor costs to all work and have a better understanding of the true cost.

Tracking time will help you demonstrate how scope creep and change impacts your daily and project work.

You’ll be able to answer the question “Where does the time go?”

Time tracking naturally enables prioritization.

You’ll know how much time you truly have available to do work each week.

You can analyze results and make more informed decisions based on information collected in a timesheet.

5.4.2 Steps to Track Time

1.      Select the Time & Expenses application from the main application menu

2.      In the left-hand column, select the Time Entry link

3.      Before adding time, be sure to select the correct week for the day where you wish to enter time

4.      Select the Add Time button at the top of the page

5.      From the Project/Workspace drop down menu, select the Project/Workspace where you wish to add time

6.      Select the appropriate time type from the Time Type drop down list for that particular Project/Workspace

7.      Select the day where you wish to enter time for and input your time spent

8.      Enter in a description for the time you wish to track (Optional)

9.      Save your time.

 

 

5.5 Analysis (Reporting Tool)

NOTE: you need the Advanced Lead role to access the Analysis module.

The Analysis module is used to design and run reports.

From the Application Menu, select the Analysis tile to create, schedule and run reports.

 

 

Once you begin using the Analysis module, it will appear in your menu toolbar. You can sort your menu items by clicking and dragging to appear in any order you wish.

 

5.5.1 Creating a new Report

Custom reports can be created from several applications, such as Tickets, Portfolio Planning, Assets, and more. Primarily, most report creation is done from the Analysis module.

1. Enter the Analysis module and click the “+ New” button, and then the “Report” link from the drop-down menu, as shown below.

 

 

2. Choose whether you want to create a project, ticket, people, ticket tasks, or tasks report. NOTE: CTS is not currently, as of July, 2017, using the Asset or Contracts modules.

3.      Enter a name for your report in the “Name” box

 

4.      Choose which columns you want to see in your report. Available fields include all standard TeamDynamix fields for the type of report you are running, custom attributes for your organization, and KPI (key performance indicator) calculations. For a more detailed explanation of each attribute/KPI, users can access the “Help” menu located in the menu bar as seen below.

 

Other filtering options include Active Issues (linked or not linked), along with a robust list of other crucial filtering options.

 

 

5.      For selected report columns, you can optionally select a way to aggregate the data at the bottom of the report. Available options are average, minimum, maximum, and sum.

 

6.      Set any filtering fields. Available fields include all standard TeamDynamix fields (Created By, Is a Member of, Is not a member of), custom attributes for your organization and KPI (key performance indicator) calculations described in the chart above. Select the appropriate operator for filtering (variably, “is one of” or “is not one of” OR equals, less than, greater than, less than or equal to, greater than or equal to, not equal to.)

 

If you check the “Prompt” box next to a filter, you will be able to edit/set that filter at the top of the report when you run it, without needing to re-build the report.

 

 

You can choose multiple filters, and use the advanced filtering options to set “AND” or “OR” filters. For example, "(1 OR 2) AND 3."

 

7.      Choose how to order your report by default. You may choose multiple order-by fields, which will sort the report first by the first attribute, then by the second, and so on. You can choose to sort ascending or descending.

 

8.      Select the maximum number of rows to retrieve when running the report

 

9.      Set the visibility of this report. The options are “me,” “everyone” or specific user groups.

 

 

10.  Add an optional chart to your report and configure the X and Y axis or the Name and Value from the dropdown.

11.  Choose whether you want the Desktop report to display the grid of columns or the configured chart, if applicable.

 

12.  Optionally add email delivery. Click the

 

13.  Click the

Following the creation of the report, it will appear in the left-hand navigator. Clicking on the report will allow you to run the report, along with various other actions under the "Actions" button menu.

6 Glossary

This section contains definitions of terms related to the TeamDynamix application.

Term	Definition
Actual Hours Report	Displays information about time entries for each person who reported time against projects, workspaces, and tickets in the specified date range Calculations Total Bill Amount = (Bill Rate) x (Hours) Total Cost Amount = (Cost Rate) x (Hours)
Client Portal	·         A portal anyone can view and does not require a log in. ·         Anyone can view services CTS provides ·         Place where customers view their tickets, projects, documents related to projects, and project plans
Department Workspace	Work not related to an application/system Refer to the Quick Reference Guide to see the definitions of each time type associated to this workspace
Expense Entry	Allows you to generate expenses for a project or ticket This function can also be managed by project (in the Project application) or by ticket (in the Tickets application).
High Level Workspace	Applications/Systems that are supported cross multiple departments and need to be broken down in time types to track at a detailed level
Hours Summary Report	Displays the hours reported against projects, tickets, tasks, issues, time off, or any other time entered in TeamDynamix for the date range specified. Time does not have to be approved to be included in this report, only entered. The time entered is shown as Actual Hours. You can choose to group the results by: Account Type Project | Workspace Resource Pool Functional Role Time Account Person
Module	Application menu options
Operational Project	Defined start and end date, need the ability to use Project module tools such as document repository and plan
Pending Expenses	Allows you to approve submitted (pending) expenses if you are the owner of an expense account
Pending Time	Allows you to see submitted time for resources you manage If you manage a resource, you will be able to accept or reject submitted time from here. You can also manage pending time in “My Approvals” in the My Work application.
Service Request	Submitted ticket request within a ticketing application generated from the Client Portal
Submitted Time	Allows you to track your submitted time entries (Time is submitted on a weekly basis) Allows you to see if your submitted time has been accepted or rejected. You can click on each submission for further information including comments and detailed time submission. Note: Approved submitted time is not editable, while rejected submitted time is editable
Task Template	Predefined list of steps that are in order and may include predecessors; can be applied to an existing ticket
Time Entry	Similar to “My Time Card” in the My Work application, “Time Entry” allows you to add time to projects, issues, workspaces, tickets, and time off. Holiday time is already calculated, DO NOT NEED TO ENTER.
Time Off Calendar	Allows you to view your time off entries
Time Types	·         A selection made during completion of a service request to categorize the ticket type ·         A selection made when tracking time against a Project or Workspace
UND SLA Workspace	Work that is tracked against the UND Service Level Agreement There are currently three workspaces that have specific time types tracked at a high level (not detailed).
Workflow	A progression of steps (events/interactions) that follow a specific work process, involving one or more actions; can be applied to an existing ticket
Workspace	Collaborative platforms created for tracking time entry Workspaces function in the same way as projects, but do not have the ability to track start and end dates, percent complete, or project statues

7 Supporting TeamDynamix Application

This section identifies all the roles and responsibilities for the TeamDynamix application