TeamDynamix Technician Training

Asset Management Training: December 6 & 14, 2021

1. Review the asset management documentation.
2. Watch the training recording if you were unable to attend live training.
3. Review asset management FAQs.

Problem Management Training: November 5 & 8, 2021

1. Read the problem management overview and review problem management documentation (including workflow diagram).
2. Watch the training recording if you were unable to attend live training.
3. Review problem management FAQs.

Reporting Training: July 20 - 28, 2021

This training should be completed by anyone requested by their manager to complete reporting training.

1. Watch video training if not already completed as part of ticketing training.
   • Part 4: Reporting (25 minutes)
2. Attend one of three reporting training sessions. Those who could not attend can watch a recording of the July 22 Reporting Training.

Note: All reporting training activities can be logged to Jira issue TDX-18.

Ticketing Training: June 28 - July 9, 2021

This training should be completed by anyone working with incident and service request tickets.

1. Watch video training:
   • Part 1: Finding and Organizing Your Work (15 minutes)
   • Part 2: Using the Ticketing Application (50 minutes) 
   • Part 3: Using the Client Hub (3 minutes)
   • Part 4: Reporting (25 minutes)
     • Reporting is optional for many users. Those required to complete reporting training will be notified.
2. Submit a demo service request. This provides hands-on experience with the tool and allows verification of training.
3. Attend one of three live training sessions with the vendor. Those who could not attend the live training should watch a recording of the July 1 Ticketing Training.
4. Review ticketing FAQs, which were generated from Q&A sessions held July 6 - 9.

Additional materials include:

Ticket Best Practices and Status Definitions

Ticket Categorization Matrix

Note: All ticketing training activities can be logged to Jira issue TDX-9.

Change Enablement Training: May 24 - June 3, 2021

This training is meant for those who submit RFCs or work change tickets. It includes foundational content from the ticketing application and has three components:

1. Watch video training:
   • Part 1: Finding and Organizing Your Work (15 minutes)
   • Part 2: Using the Ticketing Application (50 minutes) 
   • Part 3: Using the Client Hub (3 minutes)
2. Submit a demo change ticket. This provides hands-on experience with the tool and allows verification of training.
3. Attend one of two live training sessions with the vendor. Those who could not attend the live training should watch a recording of the June 3 Change Enablement Training.

Additional materials include:

Change enablement FAQs

Submitting a Change Enablement Ticket

Note: All change enablement training activities can be logged to Jira issue TDX-8.