How-to Access TDX

For end users

• services.pitt.edu - TDX

• help.hs.pitt.edu - This form will still function as is. It will generate an email to help@hs.pitt.edu regardless of the ticket system

 

For employees - each site has a different function

• TDNext: https://services.pitt.edu/TDNext or http://pi.tt/TDNext - production site for IT only - (bookmark this)

• Client Portal: https://services.pitt.edu/TDClient - production portal for everyone - (bookmark this)

  • https://services.pitt.edu/TDClient/33/Portal/Requests/TicketRequests/NewForm?ID=pnw-6%7e4JtaA_&RequestorType=Service

• Sandbox TDNext: https://services.pitt.edu/SBTDNext - development site for IT only

• Sandbox Client Portal: https://services.pitt.edu/SBTDClient - development site for IT only

 

TDX External Knowledge Base

TDX External Knowledge base

 

Services Portal

At the Pitt IT Service Portal the end users are able to view self help articles, the status of public projects, request help with Pitt IT, and view the history of any requests within TDX.

 

 

 

 

Ticket Workflows

Workflows are more dynamic than ticket tasks. Ticket tasks follow a straight line whereas workflows progress a ticket based upon the answers.

Once a ticket is created, click on Edit, and Assign Workflow.

There will be a listing of pre-approved workflows to chose.

If you need a workflow or a consultation to create that or a ticket task, please assign a ticket to the HSIT-TDX Admins group.

 

Redaction

To fix a description, from an open ticket, click on Edit.

Mass Update Requests

You are able to bulk update tickets with select information. Check the box to the left in the view, select Actions, select Update

Queue Level Actions

You are able to select multiple tickets or a single ticket and create an associated ticket.

 

General Questions

Question:  We have a new service that sends standard reports via email.  Can we make a trigger to do automatic rules processing so service desk does not need to touch it?

Answer:  Yes.  Put in a ticket with HSIT - TDX Admins.  We find a consistent pattern and make a trigger. We will create and test.

 

Question:  TDX is doing something weird.

Answer: A TDX admin probably broke something.  Put in a ticket with HSIT - TDX Admins

 

Question:  I have an idea with TDX.

Answer: Submit a ticket to HSIT - TDX Admins.  The council will be summoned and judgement rendered.