Team Dynamix, Departmental Ticketing App Admin Responsibilities

This document outlines the roles and responsibilities that an application admin for TDNext should expect to perform.

What is a departmental TDX Ticketing Application?

Units/customers at the University of Illinois who want to use TDX, but do not wish to join the U of I main shared ticketing application may be provisioned their own instance of the TDX ticketing application.  However, any units wanting their own ticketing instance must also have the resources to administer that application.  The following is an overview of the responsibilities that application administrators can expect to perform so that units may evaluate if they have the resources to support their own application.

App Admin Expectations

The TDX Global administrators will provision the application and instruct the designated application administrators on how to setup and configure the instance.  However, the departmental app admins will be responsible for the setup and configuration process.

Departmental application administrators will have autonomy in their application, but are expected to adhere to the recommendations, guidelines, and governance from the Team Dynamix Administration Group (aka: TDAG), TDX Collab Board, and the TDX Global Admin Committee.

Application Setup

Durring the initial application setup, app admins can expect to plan and create the following:

  • Email monitors
  • Automation rules
  • Responsibility groups
  • Service entries
  • Forms
  • Custom attributes
  • Response and notification templates
  • Workflows
  • Reports
  • Configure various system settings

Application Support

After the initial setup, the app admins will act as the first point of contact for upkeep and changes within their TDNext app configuration.  In addition to updating, maintaining, and creating additional items listed in the application setup, app admins can also expect to be responsible for the following:

  • Manage security roles within their TDNext configuration.
  • Elevate issues to Global Admin (System/Global Admin Service Request) if it pertains to the following:
    • User/Group management and Application Access
    • Troubleshooting/Error Codes/Bugs
    • Integrations
    • Shared Ticketing Configurations
    • HTML Content Allow Lists
    • Desktop templates
    • Application creation
    • Configuration of initial App Admin security role

Additional Resources for App Admins:


Keywords:
Team Dynamix TDX teamdynamix admin administration TDNext ticket ticketing 
Doc ID:
135802
Owned by:
TechServices-ABA in University of Illinois Technology Services
Created:
2024-03-01
Updated:
2024-09-16
Sites:
University of Illinois Technology Services