ITIL Terms
A service that previously worked is now broken.
What is an incident?
The ticket was just submitted and has not yet been reviewed.
What is New?
A new employee’s office phone has no dial tone, although phones in neighboring offices are working normally.
What is Telecommunications and Networking
This customer-facing TDX site is where users submit requests, seek support, and read Knowledge Base articles.
What is the Portal? Or What is "hd.genesee.edu"
This Teams channel provides ITS with quick updates about active maintenance, outages, and service disruptions.
What is Maintenance & Outages?
An employee requests access to an application for the first time.
What is a service request?
A technician is currently diagnosing or working on the issue.
What is Work In Progress?
A faculty member’s office printer is online, but every print job fails. Rebooting the printer and computer did not help.
What is UXTS?
This TDX application suite is where ITS employees manage tickets, assets, and projects.
What is TDNext or Work Management?
A public calendar of ITS Activities.
What is ITSCOMS?
Several incidents appear to have the same unknown underlying cause.
What is a problem?
A support case has been opened with an outside company, and ITS is waiting for its response.
What is Awaiting Vendor?
Banner opens normally, but every Financial Aid employee receives the same application error when selecting a specific Banner function.
What is Applications Development
This option under the Actions menu assigns a ticket to you and places it in your work.
What is “Add to My Work”?
Monthly information presented to Faculty and Staff with departmental updates.
What is NewsNotes?
A planned update will alter a production system or service.
What is a change?
A technician cannot continue until another TeamDynamix task is completed.
What is Awaiting Task?
The password reset tool is failing at Re-CAPTCHA and not allowing self resets.
What is Systems and Identity Management
Technicians should configure this under My Profile → Settings.
What is the Technician Signature?
Action taken when one customer opens multiple tickets for the same issue.
What is merge tickets?
This classification is used when a collection of new or changed technology components is prepared and deployed together.
What is Release?
The request was submitted accidentally or withdrawn by submitter.
What is Cancelled?
Request to remove students no longer attending from a course.
What is Institutional Research and Planning?
To recreate the “Watch List” functionality from ServiceNow, this field is added to a TDX ticket form.
What is the Additional Contacts field?
Multiple customers report the same outage. You need to preserve each customer’s ticket while coordinating updates through this type of ticket.
What is a Parent Ticket?