Service Request System
SLE Digital Strategies and Services technology support uses a service request system hosted by TeamDynamix. Team members can use this system to request service, browse the self-help Knowledge Base or see Service Status updates (outages and maintenance listings) for DSS and MSU IT.
Guide: For a printable PDF of this article, view the document attached to this page.
Video: For a demonstration of the steps to submit and manage tickets, see How to submit a Service Request ticket (hosted on YouTube).
Accessing the System
Open a web browser on a computer or mobile device and navigate to the portal one of two ways:
Signing In
- From the home page, select Sign In.
- Enter your MSU email address and MSUNetID password.
Submitting a Request
- From the home page, click the Submit a New Request button.
- You are directed to the Service Catalog where you will select a category.
- You may need to investigate the different categories to see which relates to your request. DSS has carefully created the categories so just about any technology issue you encounter should fall under one of the categories. If you are not sure which category to choose, use the General Help category. However, selecting a more specific category ensures your request is routed efficiently to the appropriate team.
- A few of the most common examples: Access Request Forms or Space Change requests are available under Accounts and Access; If you are a website content contributor, a brand manager or a communications manager, you will likely be submitting a request under Web, Digital and Creative Services. If you are having problems with a device, like a credit card reader, select Computers, Point of Sale, Printers and Other Equipment.
- After selecting a category, click a specific service. An "issue" relates to an existing device or service that is not working, while a "request" refers to for a new device or service.
- Click the green Request Service/Report an Issue button and complete a the ticket form.
- When filling out form fields, you can type or use the magnifying glass button whenever possible, to bring up a searchable list.
- If you have screenshots of error messages or other related files, you can upload them in the attachment field.
- Fill in all fields and click Submit.
- At any time, click Home in the banner along the top of the page to return to the main page.
Reviewing Your Submitted Tickets
- Sign in as described previously in this guide.
- Click Services, then Ticket Requests.
- Click the title link of a request to open it. Look for any attachments/files on the page or view the “feed” of comments and updates toward the bottom of the ticket.
Adding a Comment or Attachment to a Ticket
- Open a ticket as described previously.
- Use the Add Attachment button if desired.
- For comments, scroll down to the Feed section.
- Click the green Comment button.
- Type your comment in the field provided.
- Be sure to select recipients in the Notify… field. Use the blue people icon to add all people associated with the ticket to the notification. To remove individuals, use the X next to their names.
- Click Save.
Updating Your Profile
- Sign in to the TeamDynamix Site.
- Click your name, then select My Profile.
- Your profile and contact information display.
- Click the green Edit button.
- Browse to upload a profile picture or edit the detail fields to update your preferred name or contact info.
- Scroll down to Save your changes.
Working with Email Notifications
- You will receive email notifications each time you submit a request or when your ticket is updated.
- Replying to the email automatically adds a comment to the ticket’s feed. You can even include attachments in your email replies and they will be uploaded to the ticket.
- To open the ticket, use the TDClient link in the email notification.
- Replying to a previously closed ticket, reopens it.
