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Hello, and welcome to the TeamDynamix! This handbook is for employees at Columbus City Schools who have access to the TeamDynamix Client Portal. It shows how to login to your Client Portal to access your institutional knowledge in your Knowledge Base (for self-help and/or document storage); other organizational posted information on your Home Page or other custom pages; for Service requests (including how to submit ticket requests and see how your tickets are progressing towards resolution); and for project management (including how to request projects and participate on an active project team). CCS is not using the project management feature currently.
This section is a high-level overview of your TeamDynamix Client Portal. Each organization can use TeamDynamix in a different way, so this section also includes pointers to help you understand what your organization has made available to you.
TeamDynamix has one interface available to Client Portal users:
- Client Portal: Client Portal/end-user interface, used and accessible typically by everyone at an organization.
All TeamDynamix interfaces are accessed via the web. Your organization will have a domain name and URL for each of these interfaces that looks like this:
Everyone who logs into TeamDynamix needs a user record. Your administrator is responsible for ensuring your user record is created. If you are unable to login, you may want to check with your administrator to make sure you have a user record. Click here to request access
CCS is using single sign-on. When you try to log into TeamDynamix you may be redirected to the CCS organization login screen.
Username = username@columbus.k12.oh.us
Password = CCS network password
Your TeamDynamix administrator can control what you have access to do in the TeamDynamix Client Portal:
To see the Client Portal-specific applications you can access, try logging into Client Portal1.
1 If you cannot log in to Client Portal:
- Verify you have the correct URL
- You may not have a user record in TeamDynamix
The list of applications in the top horizontal Menu bar in your Client Portal may consist of the following: Home, Projects/Workspaces, Services, Knowledge Base and more.If you do not see some of the links, then you do not have access to those areas.
Figure 2. All Client Portal applications that can be made available to a Client License users (Note: your experience may be different than the above based on your administrator’s design).
You may or may not have access to see these applications. Remember, as described in section 2.3 your administrator can control which applications you can access as well as what you can do within each application.
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Application
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Brief description
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Home Page
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Your organization’s main landing page for your public-facing TeamDynamix Client Portal. Key information here may include: Welcome message, frequently requested services, office hours and how to find self-help.
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Knowledge Base
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Captures internal, user-facing, or public knowledge articles that are often used for Self-help.
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Services
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Review services offered and make a request for the work to be completed—for example, a new project request or a password reset service.
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Projects / Workspaces
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View and interact with projects where you are a stakeholder or a resource. Visiblity of projects here can be limited by Administrators or Project Managers.
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This guide will cover these applications and what you can do in each, but feel free to skip the sections that are not relevant for you or for your organization.
Below is an example of what the Client Portal could look like. The red menu bar below currently displays the Client Service Home (home page info), Services (Service Catalog where Ticket and Project Requests are submitted) and Knowledge Base (where Knowledge articles assist users with self-help). Other options for your organization (i.e.-Projects/Workspaces) may be displayed on the menu bar depending on your Administrators configurations and organizational needs.
The Search capabilities in TeamDynamix are vast and highly valuable. Simply begin typing in the “Search the client portal” field located at the top of Client Portal and you can search for Services offered and Knowledge Base articles.
The Search box also allows you to search for entries by Tags. The typeahead suggestions will appear by typing “#” and beginning to type a keyword. The search will perform a tag search and a regular key word search at the same time. When viewing an entry, you can click any of its tags to see all other entries of the same type which use that tag.
Additionally, you can click on the dropdown next to the Search field to do a more granular search of only Service Catalog items or only Knowledge Base items.
Your administrators may have given you access to the Client Portal Knowledge Base application. A knowledge base is a centralized repository where information is stored, organized, and shared. When developed fully, a knowledge base is where customers can go to learn any and everything they would ever need to know about an organization’s products, services, or processes. It is also typically created so employees can share, collaborate, and distribute all organizational knowledge and information within the organization. And finally, it is also a place where you can go for self-help or “do it yourself” instructions rather than needing to submit a Service request (an example of this would be how to reset your own password with instructions found in the Knowledge Base).
The Knowledge Base typically consists of Categories (and/or sub-Categories) and then Articles that contain self-help information or documents, processes, and procedures that you have access to (see examples below):
If your organization has created any service catalog entries for tickets, you can use those to create tickets as a Client License user. In Client Portal, go to Services and then Service Catalog. Next select the Category and/or Service that matches your needs.
Complete the ticket request form and click on the Request button.
What Client License users see:
Once a Ticket has been submitted, as a ticket progresses, the requestor (and ticket creator, if different) can see the ticket via Client Portal if they have access to the “Services” and “Ticket Requests” applications:
- Log in to Client Portal
- Go to “Services”
- Go to “Ticket Requests”
Ticket Requestors can see a summary of the ticket, plus you can click on the ticket to get more information. You can see the Ticket Status, Feed, and the person who last modified the ticket, and who has read the ticket. You can also withdraw requests.