Use TeamDynamix with Microsoft Teams

Overview

It is possible to access tickets, and other resources, within University of Alaska Anchorage (UAA) Enterprise Service Management (ESM) solution powered by TeamDynamix (TDX). The integration between the ESM and Microsoft Teams comes in the form of a messaging extension, which means it can be accessed any time you are creating a chat message in Teams, both individual/group chats, as well as posts directly to Team channels.

 

In this article:

 

What materials do I need?

  • Access to UAA ITSM with Technician, or higher access
  • Microsoft Teams

 

How do I use this technology?

Configure your Microsoft Teams client to use TDX

For each instance of Microsoft Teams where you plan to use the TDX app you will need to do the following one time to pin the messaging extension.

  1. Open Microsoft Teams.
  2. From the message box in a direct message, or team channel, click Messaging Extensions (...) button.

    Microsoft Teams Messaging Extensions button highlighted
     
  3. The Find an app dialog will display.

    Microsoft Teams chat Find an App example
     
  4. If it doesn't show on the first page of results, search for TDX to find the TDX app, and click it.

    Microsoft Teams Chat Find an App TDX found
     
  5. Details about the TDX app will be displayed in the Messaging Extensions window, click Add.

    Microsoft Teams Add Messaging Extension dialog window showing TDX app
     
  6. After you have successfully added the TDX messaging extension, the TDX bot will send you a hello chat reminding you to Sign In.

    Microsoft Teams TDX messaging extension welcome chat message
     
  7. Once the app is pinned, click the TDX icon to use the messaging extension.

    Microsoft Teams TDX Messaging extension button highlighted
     
  8. The app will require you to login the first time you use it.
    1. It will redirect you to the Office 365 @ UA login screen. Enter your UA Email address, then click Next.

      Microsoft Teams TDX messaging extension login prompt
       
    2. When prompted, enter your password, then click Sign in.

      Microsoft Teams TDX messaging extension login password prompt
       
    3. When prompted to Stay signed in select Don't show this again and then click Yes.

 

Using the TDX messaging extension

Once you've pinned the TDX app you can search TDX for any of the following work items*:

  • Tickets
  • Assets
  • Configuration Items (CIs) Articles
  • Services
  • Projects
  • Issues
  • Risks
  • Project Tasks

* Note: some of these items have not yet been deployed in the UAA IT Ticketing system; however, when they are deployed they will be searchable.

All of these searches will be done based on permissions in TDX, and will be filtered to show the most relevant types of items (e.g. tickets are filtered based on Status Class to only show New, In Process and On Hold tickets, but exclude Cancelled and Closed tickets). For individuals with access to multiple applications within the ESM, the messaging extension will search across all that you have access to.

 

  1. Click on the TDX button when you're composing a message to start a search.

    Microsoft Teams TDX Messaging extension button highlighted
     
  2. Select the desired category, it defaults to searching Tickets.

    Microsoft Teams TDX messaging extension search window

     
  3. Enter the search criteria.

    Microsoft Teams TDX messaging extension ticket search example

    Once you find a work item that you want to discuss, click on it to add it to your message.
     
  4. You can add additional comments or @ mention someone in your comment to notify them via Teams.

    Microsoft Teams TDX ticket with additional text in chat.

    When your message is complete, click Send to send the information to the chat or channel.
     
  5. In Teams a card will display information from TeamDynamix.

    Microsoft Teams chat message with TDX ticket displayed

 

Within the card, you can click on the View button or linked details such as the Requestor or Location to view the details of the item in TeamDynamix. You can also click on the Comment button on most cards to add a comment directly to that item's Feed. Commenting in this way will record your comments in the Feed but it will not let you notify others--to notify people or perform a full update, use the View button to view the full details in TeamDynamix.

 

Use Cases

  • Collaborating on a ticket in Teams: Use the TDX Teams integration to provide a summary of the ticket, and a link to the open the ticket in TDNext. This saves time for the collaborators having to search for the ticket in TDNext.
  • Updating tickets from Teams: When working on a ticket and collaborating with team members, the TDX Teams integration would allow updating the ticket as part of the conversation in Teams, allowing for quicker updates.


Frequently Asked Questions

  • Who can use the TDX integration for Teams?
    The TDX integration for Teams is intended for individuals granted access to the ITSM solution with technician, or higher access. Its searches happen within the context of the user who is logged in, and require you to have access as a technician.
     
  • Who can see the TDX app in Teams?
    Once you have installed the TDX app, all Teams users will be able to see it within the apps list. However, the pinned search icon will not display until each individual chooses to pin it. The TDX app uses each individual's permissions within TeamDynamix, and so individuals without access to TDNext won't be able to use the integration.
     
  • When I post a TDX card in a channel or chat, who can see it?
    When you post a work item card in a team channel or chat, everyone in that channel can see the card as part of your message. The links on the card will take the individual to their browser, where they'll be able to access the item only if they have access in TeamDynamix. Similarly, the comment button will check to see if they are able to post a comment so that individuals can't comment on things they don't have access to.
     
  • Can I copy/paste a TDX card from Teams?
    When you generate a work item card in a Teams conversation, the card options menu allows you to Copy the card. If you paste that into another Teams conversation, it will include the same card details. If you paste it outside of Teams, it will paste the URL for the card, allowing you to open it in Teams.

 

Need additional help or have issues

For additional assistance contact the IT Services Technical Support Center via phone at (907) 786-4646, toll-free at (877) 633-3888, email us at uaa.techsupport@alaska.edu.

Details

Article ID: 224
Created
Wed 7/15/20 8:39 AM
Modified
Wed 6/23/21 10:15 AM