TeamDynamix Memorandum of Understanding

Non-ITCS Employees

  • As an ECU employee, you have agreed to the TeamDynamix Confidentiality Statement. In line with that agreement, all information accessed through the service desk management system should be considered confidential and maintained in a secure manner. Do not copy, share or download ticket or client information.
  • Tickets will automatically be routed to your group based on the department location of the individual who submits a ticket. If services are the same, we recommend using the same ticket type and fields wherever possible, based on the service needs requested.
  • These elevated privileges allow you to route tickets. However, since groups are very dynamic, you are approved to route tickets to ONLY the areas specified in this MOU.
  • Generally, all tickets are to be reviewed and routed by the Help Desk and to the appropriate areas when tickets are not automatically routed. The Help Desk has access to groups and the ticket routing structure, as well as any dynamic changes regarding work done in each group. When routing tickets that you are approved to route, route ONLY to your group(s) and not individuals. If you would like the ticket to go to an individual, include in the ticket “ATTENTION: NAME”.
  • Any new tickets that are entered will follow the agreed upon routing of the ticket type and the routing should not be changed. You will be able to enter tickets via the service catalog or through the internal ticketing system.
  • Note that TeamDynamix displays “read by” information for every ticket in the system. Ticket logs will be reviewed by ITCS management. Unless agreed upon in this document, you should only access and work the tickets in your group. Do not work on tickets that are not assigned to you individually or to a group for which you are not responsible.
  • SLAs (Service Level Agreements) on all existing ticket types have a default SLA attached to them. If you would like to change the SLA, you can do so once you open the ticket. There is certain criteria that will need to be adjusted for each area so the SLA works for your needs.
  • To personalize the messages sent to your area, you can have a series of standard notification responses to choose from on your tickets.

Student Employees

  • As an ECU student employee, you have agreed to the ECU Student Employee Confidentiality Agreement. In line with that agreement, all information accessed through the service desk management system should be considered confidential and maintained in a secure manner. Do not copy, share, or download ticket or client information.
  • Note that TeamDynamix displays “Read by” information for every ticket in the system. Ticket logs will be reviewed by ITCS management. Unless agreed upon in this document, you should only access and work the tickets in your group. Do not work on tickets that are not assigned to you individually or to a group for which you are not responsible.
  • Tickets will automatically be routed to your group based on the department location of the person who submits a ticket. If services are the same, we recommend using the same ticket type and fields wherever possible, based on the service needs requested.
  • These elevated privileges allow you to route tickets. However, since groups are very dynamic, you are approved to route tickets to ONLY the areas specified in this MOU.
  • Generally, all tickets are to be reviewed and routed by the Help Desk and to the appropriate areas when tickets are not automatically routed. The Help Desk has access to groups and the ticket routing structure, as well as any dynamic changes regarding work done in each group. When routing tickets that you are approved to route, route ONLY to your group(s) and not individuals. If you would like the ticket to go to an individual, include in the ticket “ATTENTION: NAME”.
  • Any new tickets that are entered will follow the agreed upon routing of the ticket type and the routing should not be changed. You will be able to enter tickets via the service catalog or through the internal ticketing system.

Details

Article ID: 67478
Created
Mon 11/25/19 3:02 PM
Modified
Wed 7/8/20 4:28 PM