Overview

TeamDynamix is the trouble ticket submission system used by Virginia Western and can be accessed by users with their MyVWCC credentials.

Details

IET is in the process of implementing a new ticketing system, TeamDynamix (TDX). TDX will replace our current ticketing system, adding functions and features aimed at improving our ability to support our users.   We believe this is a positive step forward and will enhance your support experience. Below is a guide to how you can start using TeamDynamix for your service requests. 

Login to TeamDynamix (by clicking Sign In link) to submit a ticket at support.virginiawestern.edu with your MyVWCC username and password.  TDX utilizes single sign-on (SSO) with multi-factor authentication (MFA) just like MyVWCC. 

Once signed in you should see something like this screen. 

There are several ways to get to our Service Catalog to submit a ticket:

• Select Services in the top menu
• Select the IT Services button under Services & Tickets
• Or simply type in the search box (note: this will search all areas in TDX.)  If you want to narrow down to only services offered, select the search box at the top right of the page, click the dropdown and select the specific areas you wish to search.

Note:  View My Tickets will not only show your local VWCC tickets, but it will also display any tickets that you have submitted to the VCCS.

If you select Services in the top menu or select the IT Services button, you can also view the Service Catalog in an alphabetical listing by clicking Services A-Z.

A brief description of services is available in the Service Catalog for each individual service.  Explore the areas and familiarize yourself with the different services and categories within each.  As an example, for submissions you would normally send to Jobrequest, please select the Administrative & Business option to view services available. 

Next, select the category that pertains to your request.  Example Student Information System (SIS) below in red.

Select Submit a Ticket to enter your request. 

Enter in the request details on the ticket.  Note:  You are asked to identify the Type of Request. 

During the process of filling this ticket out, you will find additional fields based on the items you have selected.  Example: Create a new query will trigger a field called Database / Environment to show.

Upon submission, you will receive a message that the request was created.  From this screen you can create a new request, view the one you just created, or view all ticket requests you have submitted.

You will also receive an email notification from support@virginiawestern.edu regarding your submission like the image below.  You may comment on the ticket by replying to this email at any time or by adding a comment on the ticket itself.  You may also receive additional emails throughout the life of the ticket as technicians start working and responding.

Note: The Add to Favorites button can be utilized to “favorite” a category that you often submit to.  Then you can go to My Favorites and view the common tickets you generally submit instead of having to filter through the Service Catalog.

The My Favorites tab will list the categories you have saved and will allow you to remove them.

The Knowledge Base is a collection of articles intended to provide information, self-service troubleshooting help, and documentation. You can search for specific topics in the Knowledge Base by filtering the selection.  To view the full Knowledge Base select the link in the submenu or the Browse Articles button.

Click on a category to explore the articles currently available.  This is an area that will continue to grow as we build the system out and receive feedback from everyone. 

Each category will contain information related to it and users will have the ability to print the article if needed. 

You can choose Yes or No and provide comments. This can be very helpful in keeping the Knowledge Base up to date and helping knowledge owners understand articles' performance.

As an example, utilizing the search function for “password reset” and filtering on Knowledge Base articles displays the articles that are pertinent to this.

Additional Resources