BACKGROUND:
The Information Technology (IT) Division has implemented a new ticketing system. TeamDynamix (TDX) is a ticketing system that is widely used by many Higher Education institutions and over 5 Minnesota State System institutions, including the System Office.
This new system will provide the following benefits:
- It is a professionally developed system compared to the home-grown tools we have been using so far.
- It will serve as a single portal/single point of contact for service requests into IT.
- IT will be able to better manage service requests, through metrics, reports, and proper triaging to improve responsiveness and completeness.
- YOU will be able to see the status of your requests over time, something that was not available before.
- Through this system, YOU will be able to perform more self-service for your needs through a comprehensive Knowledge-base, which will save time for both YOU and IT.
- Over time, we plan to extend this system to other areas of the College, for instance, replacing the Facilities work order system – SchoolDude.
ACCESS:
There are several ways to access the system.
- To access the system, go to: https://services.rctc.edu/
- Alternatively, you can go to the Technology Support Center link on the Quick Links drop-down on the RCTC website.
- Or, through the Technology link under the drop-down for Student Resources on the RCTC website.
Once there, you can search or browse the various categories of services and information posted, but to View Tickets or Submit a Ticket, etc. you will need to Sign In using your StarID and password.
Note: you may be prompted to enter your Multi-Factor (MFA) Credentials if you have not logged in already.
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Everyone can also personally “Save” or “Bookmark” the site and get quick access to it, if desired.
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ENTERPRISE SERVICE PORTAL: https://services.rctc.edu/
TECHNOLOGY PORTAL:
- At this site, you can see various IT services.
- You can review Knowledge Bases of information related to common issues that might help you get certain problems solved quicker and without a ticket. The information here will be constantly updated to ensure we have current information.
- You can also search for something if you know what you are looking for, for example, Email.
- You can View My Tickets to see the status of tickets you have already submitted.
- You can Request a Service, which are requests to perform some work that can be planned out into the future.
- You can Report an Issue, which is a problem that you might be encountering that is NOT STOPPING you from doing your work, for example, your email not updating regularly/delayed.
- For immediate/emergency issues, which are causing a work STOPPAGE, call the Technology Support Center (TSC), phone: 507-536-5555, 1-800-247-1296.
- A few KEY/popular links to commonly referred requests are posted too, for quicker access to those topics.
Note: use this TDX process to submit a request versus submitting an email to tech.help@rctc.edu (the routing and categorization of tickets will be much smoother and more reliable than through an email)!
VIEW MY TICKETS:
After you have submitted a ticket, you can easily access the details of the ticket by going into the service portal at: services.rctc.edu (or from the quicklinks menu on the rctc.edu homepage):
Ways to View My Tickets:
- From the Home page of the service portal (services.rctc.edu):
- From the Technology landing page in the service portal:
- From the Facilities landing page in the service portal:
- From any service in the Service Catalog, as a logged in user:
View My Tickets and see how it is progressing down the path of getting resolved.
SERVICE CATALOG:
At the heart of the ticketing system is the Service Catalog, which is a listing of all the services that IT provides to the College.
- You can click on any of the categories to find out what the services are underneath.
- You can access documentation related to popular services on the right side.
- You can also click on the details of any service to see:
- What it is
- Who it is for
- How to use it, or
- How to get help on it
Service Example:
SUBMIT A TICKET:
To submit a ticket, click on any link that says Submit Ticket or Request Help, a simple form opens up. Please provide as much information as you can so that the issue can be assigned to the right person and can be researched and resolved as quickly as possible.
SEARCHING:
If you know what you are looking for and want to go directly to it, you can use the Search box. For example: searching for Email topics. (Note: some topics are NOT available publicly, they require a login.)
KNOWLEDGE BASE:
The Knowledge Base provides a wealth of information to people for performing Self-Service oriented tasks, which both builds their skills and abilities, but can also be much faster to address common issues. For example, here are some instructions for setting up Phishing Prevention.
UPDATES:
Key, important updates, such as, system outages or major System or RCTC events that may cause service disruptions, will be posted on the Updates page.
