How to Create a Ticket in TDX (Customers)

1. Please go here to this Official SU Link to make your Ticket: https://su.teamdynamix.com/TDClient/2836/Portal/Home/ 
2. Click Under “Quick Links” the following options:

Submit a Ticket: You will see Ten categories listed below:

1. Accounts: If you have issues with any account password or account issue please submit a ticket from this category.
2. Canvas Support: If you have any issues with Canvas or have any Canvas questions please create a ticket there. Remember Canvas Passwords will be in the Accounts Ticket Category any other Canvas questions please use this Canvas Support category.
3. Classroom, Meeting Space & Event Support: If you have any event that needs technology audio, video, and others please use this category to submit your tickets to us.
4. Computer, Device, & Printer Services: For any computer, device, and printer-related issues use this category to create your ticket.  
5. Google Workspace: For any Google Apps, Google/Gmail, and General Google Workspace questions submit your ticket using this category.
6. iMLearning Program Support: Use this category if you have any questions concerning your iMLearning Fee and or Buyout options.
7. Networking & Wireless Services: If you have any networking issues which include Ethernet and Wireless issues in classrooms, SU Buildings, and residential halls please use this category to submit a ticket.
8. Software & Web Applications: If you have any issues with SU Software and Apps and or any Application software like Examplify, Canvas App, Zoom, SPSS, Etrieve, Datatel, and or any other software-related tickets use this category.
9. Streaming Devices & Game Consoles: Any questions concerning ResStream wireless, SU Stream wireless, Xfinity on Campus and any other Streaming Devices and game consoles let us know through this category.
10. Training & Workshops: For any Training that is needed concerning technology find some services in this category.   

Password Reset: Once you click this quick link you should see two options:
Option 1: “Proceed to Account Set-up” If you are brand new and never created your SUNet account you can select this option.

Option 2: “Password Reset” If you have forgotten your password please use this link to reset your SUNet password.

Help Desk Locations: This link shows the Help Desk location information! 

Schedule Help Desk Appointment: This link will send you to our Google Appointment page where you can set up an appointment with us in person or remotely. Please make sure to leave your phone number and SU username so we can keep track of your ticket progress.  

First-TimeSUNet Account Activation: This link will send you to our Knowledge Base Article on how to set up your SUNet account for the very first time. 

SU IT Policy: This link will show you our I.T. policy. 

MFA & SSO at SU: This link will show you our Knowledge base article on Multifactor Authentication (MFA) and Single-Sign-On (SSO) information.

Find an Answer: This link will guide you to our Knowledge Base database where you can find all kinds of information that might help answer your questions.

Please take note when filling out the ticket make sure to fill out every box and information. If you have trouble creating a ticket email the helpdesk@su.edu or call us at 540-665-5555 and we can help you create a ticket if you are stuck.

How to Create a Ticket in TDX (Work Studies)

1. Click the Tickets Tab then click on “+New”
2. As a work-study, you will most likely be clicking on the following depending on the issue.
   For MacBook issues click on Tickets Tab > +New > Under Incidents click on “Device Repair” and fill out the Title as a short description of the issue like “Broken Screen” or “Liquid Damage Mac” Make sure to add all the info listed below:
   Requestor as client SU Username or email, Responsibility to one of the I.T. Techs, Client phone number, and Loaner Asset Tag Number, and in the Description make sure to put in what the problem is in about one small sentence format ex. MacBook has display issues and the keyboard is not working.
   For all Device Repair please have one of the Tech’s walk you through the steps and help you guide through the steps you must never do Device Repair by yourself a Full Time Technician must be present. 

For Password issues if it is a SUNet password click on Tickets Tab > +New > Under Service Request click on SUNet Password Reset and make sure to fill out all the information.

If you have any questions let us know.

1. Here is another layout you can look at when filling out tickets. Fill out the following fields:
   Subject - What the ticket is for
   Service - What we are doing, pick the most relevant option
   Requester - The person who needs help
   Contact Number - Their phone number
   Description - A summary of what is going on, make sure to sign your user name in this field
   Responsible - The technician who will be handling the ticket
   Source - How did this ticket come to the Help Desk
   Location (if applicable) - building if a ticket is for something away from the Help Desk
   Then hit Save
   Once saved you can click “View this Ticket” and make changes, add things like loaners, and repair ticket documentation.