Navigating Through TDX – A Guide for Technicians

This guide equips technicians with the necessary steps to efficiently manage and resolve support tickets in TDX. It covers logging into the technician dashboard, filtering and prioritizing requests, and utilizing canned responses for faster communication. Technicians will also learn best practices for documentation, troubleshooting, and escalating tickets while adhering to SLA guidelines to ensure timely and effective issue resolution.

As a technician, TDX is your primary tool for managing and resolving support tickets. This guide will walk you through the essential functions of TDX, including creating, assigning, updating, and resolving tickets efficiently.

• Navigate to the Technician Zone in the Client Portal.

• Click on the MUHC HR Ticketing tab.

• Select + New to create a new ticket.

• Choose the appropriate form, fill in the necessary details, and click Save.

 

• Open the ticket by clicking on its title or ID in the queue.
• Navigate to Actions and select Take Incident.

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•  Click OK to confirm that you are taking responsibility for the ticket.

 

1. Open the ticket and navigate to Actions.
2. Select Reassign Service Request from the dropdown menu.
3. Type the name of the individual or group in the New Responsibility field.
4. Add relevant details in the Comments section.

1. Open the ticket and navigate to Actions.
2. Click Update and choose Resolved from the New Status dropdown.
3. Enter any final comments or troubleshooting details.
4. Click Save to mark the ticket as resolved.

1. Open the ticket and select Actions > Update.
2. Scroll to the Notify section and choose who should be notified.
3. Type the update message in the text box and save the changes.

• From the Portal Home Screen, select List of Knowledge Articles.

• Choose the appropriate category for the article.

• Click New Article.

• Fill in the relevant fields, including search tags.
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• Save and publish the article for end users and technicians to reference.

• Click New + in the ticket application.

• Fill in the appropriate fields and attach necessary documents.

• Follow the usual ticket update process and click Save.

• Navigate to Desktop from TDNext or the Technician view.

• Click the Gear icon on the right side of the screen.

• Select + New Desktop and enter a name for the report.

• Click Edit Layout to configure the report based on your preferences.

By effectively managing tickets, documenting troubleshooting steps, and utilizing the Knowledge Base, technicians can enhance support efficiency and improve response times. Mastering TDX ensures better service delivery and a streamlined HR support process.