Intended Audience: Clients
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A myriad of actors support the TeamDynamix system, its client portals, and the services that exist within it. Furthermore, Business Affairs and the Office of Information Technology share global administration responsibilities.
This guide outlines the tiered support model for TeamDynamix, clarifying what services end users and application administrators can request and from whom.
Tiered Support for Business Affairs Customers
Clients experiencing issues with the TeamDynamix system, specifically the BA Support Portal, should request assistance from the Business Affairs TeamDynamix Administration catalog.. Support requests entered into this catalog will be directed to the appropriate entity, or resolved by the Business Affairs division administrator if appropriate.
Largely, for end users, the following Tiered Support model will be followed:
- Tier 1: Issues or service requests regarding specific services identified by customers or ticket agents are supported by the ticketing application administrator (the individual responsible for developing or supporting the forms, workflows, or other ticketing elements). If the ticketing application administrator cannot correct the issue, they escalate it to Tier-2 Support.
- Issues received by the division administrator will be directed to ticketing application administrators for resolution.
- Tier 2: Issues or service requests about the BA Support Portal, system outages or failures, or issues for which the point of contact cannot be identified should be submitted to the Business Affairs division administrator via the TeamDynamix Support Catalog. Problems that require significant system changes and releases are escalated to Tier-3 Support.
- Tier-3: Major product issues, changes, or releases, require escalation to the Office of Information Technology's global administrator. These issues should be escalated through the division administrator. Issues about the IT Support Portal and its services should be directed to OIT through their help desk: ithelp@unlv.edu
Support for Administrators
Ticketing Application Administrators or any Business Affairs entity planning to develop or experiencing issues within the TeamDynamix System should submit requests directly to the Business Affairs division administrator.
The division administrator will coordinate issues requiring global administration with the Office of Information Technology and any applicable governance committees. Any requests submitted by Business Affairs should be submitted to the Business Affairs administrator for proper escalation via the TeamDynamix Administration catalog.