TeamDynamix
On the morning of Wednesday July 10, 2024, UNC Chapel Hill transitioned its help.unc.edu platform from ServiceNow to TeamDynamix (TDx). This change affects request submissions to the below departments:
- Information and Educational Technology
- Finance
- Facilities
- Marketing and Communications
Members of the above groups have been working with campus to make the transition as transparent as possible for the School. There services you were already familiar with in ServiceNow were transitioned to TeamDynamix. Work will continue post-launch to further improve the customer experience based on feedback from the 2023 ESOP Customer Engagement Survey.
Please find information about the Go-Live experience, future goals, and how-to guides.
Open ServiceNow Tickets
You will no longer receive updates to open tickets through ServiceNow. You may begin to receive multiple emails of tickets being opened in your name in TeamDynamix. We recommend creating an Outlook rule for TeamDynamix tickets when you start receiving them to reduce inbox clutter. They will appear as coming “from outside your organization” but are not spam.
Terms Update
- Catalog Items are now Service Offerings
- Fulfillers are now called Agents
July 10 Go-Live Experience
- Continue to submit tickets through a redesigned help.unc.edu.
- No need to remember what should be an incident and what should be a request.
- No more REQ > RITM > SCTASK for each request.
- Rich text editor for tickets including ability to add tables, images, and links.
- More detailed ticket status information in help.unc.edu.
- Ability to favorite frequently used service offerings and knowledge articles.
- faopharmacy.unc.edu/help links were updated to TDx links.
- Phase 1 of IET service offering consolidation.
- Service offerings have their own categories, e.g., Examsoft, Canvas, CAE, and Lecture Capture can be found under SOP – Academic Support and as standalone requests.
- Service offerings have their own categories, e.g., Examsoft, Canvas, CAE, and Lecture Capture can be found under SOP – Academic Support and as standalone requests.
Short-Term Goals (0 – 6 months after launch)
- New help articles built in Scribe, e.g., https://faopharmacy.unc.edu/help/academic-applications/
- Additional Service Offerings
- UptoDate
- System Administration: Screenable, NONMEM, PyMOL License, etc.
Long-Term Goals (6 – 12 months after launch)
- Phase 2 of IET service offering consolidation.
- Phase 1 categories become a single service offering, e.g., Academic Support being a single form that supports all ESOP academic applications.
- Create an ESOP dedicated help portal.
TDx Guides