TeamDynamix Ticket Routing

Overview

When a support ticket is submitted through NMSU's TeamDynamix Service Catalog, it is automatically routed based on predefined automation conditions. These conditions may include:

  • The type of service requested

  • The department listed in the request

  • The application involved

  • The requestor’s location

The ticket is evaluated against these rules until all conditions are satisfied. At that point, a primary group is assigned responsibility for resolving the ticket, and any associated groups may also be notified of its creation.

Procedure


Step 1:

Select the desired service offering from the myNMSU Service Catalog.

  • Example: Click Desktop Support, then select Request Desktop Support.

Desktop Support Service

 

Step 2: 

Complete the service request form. Enter all required details to help route the ticket to the correct group.

  • In this example, the ticket is routed based on the service type (Desktop Support) and the department entered by the requestor (Arts and Science College). 

Desktop Support Account or Department

Step 3:

After submission, the ticket is filtered across available groups.

  • A full list of automation rules is available in the Attachments section on the right side of this page.

List of filtered available groups

Step 4:

When a ticket meets all automation conditions for a group, it is assigned to that group.

  • All associated groups are notified of the ticket’s creation.

  • Example: The ticket is assigned to Desktop Support – A & S once its conditions are satisfied.

Desktop Support Assigned to a group

Step 5:

Automation rules also define follow-up actions, such as:

  • Assigning the primary group responsible for resolution

  • Notifying any associated group(s)

 
Automation Action Assing To group

Step 6:

If a ticket does not meet automation conditions for any group, or cannot be assigned, it is automatically routed to the IT Help Desk.
Automatic IT Help Desk Assignment

 

If You're Still Experiencing Issues

Submit a ticket to the IT Help Desk here.  

Contact Information:

IT Help Desk Contact & Zoom Desk
In Person: Hardman & Jacobs Undergraduate Learning Center - Room 105
Phone: (575) 646-HELP (4357)
Email: help@nmsu.edu



Zoom Link: https://nmsu.zoom.us/my/nmsuithelpdesk
Or meeting ID: nmsuithelpdesk
Zoom with us M-F 8am-5pm

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