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Overview
Purdue IT supports several tools that facilitate Service Management and related processes.
Common Requests
Questions about the tools listed above
Links to related Knowledge Base articles can be found in the "Related Articles" panel.
Purdue IT Request
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Related Articles (37)
Checklist for Internal and Public-Facing Knowledge
Article provides checklist for ensuring articles meet content standard in the Purdue IT Knowledge Base
How can I see the status of my Purdue IT service request?
Instructions for viewing the status of your service requests or other reported issues to Purdue IT.
How can I update my profile in TDX as a technician?
This is a guide for technicians on how to update their profile in TDX and what fields they can change.
How do I get the most out of the Purdue IT metrics in Tableau?
How do I report an unscheduled IT interruption?
Large, unscheduled IT interruptions are displayed on the Purdue IT homepage, it.purdue.edu. Please check there to see if we already have an unplanned IT interruption.
If you feel that you are experiencing an unscheduled interruption of service, please contact the Purdue IT Service Desk by phone at (765) 494-4000. If you are calling after normal business hours, you may press "0" at the prompt and your call will be routed to the Operations Center.
How the Service Management Office recommends Purdue IT technician groups should be organized in TDX?
In TDX, assignment groups will be more closely aligned with organizational structure.
How to conduct Change Enablement in Team Dynamix (TDX)
This article is designed to help Purdue IT to understand how to manage the Change processes in TDX and provides video to help users navigate the new workflow.
How to know what KBs are in need of review
This article shows you how to create a desktop in TDX that shows you a list of articles owned by your group that are due for review or are set to be reviewed in the next 30 days.
How to mass assign/update tickets in TDX as a technician
This is a guide for technicians on how to update, assign, or comment on multiple tickets at the same time in TDX.
How to review and edit Knowledge Base Articles
Instructions for reviewing and editing Knowledge Base articles.
How to transfer tickets from FootPrints to TeamDynamix
Tickets that must be migrated to TeamDynamix manually will need to be recreated in TeamDynamix and then updated in FootPrints to notify the customer and resolve the ticket without sending a resolution notification.
How to update tickets in TDX as a technician
The following is a guide for technicians updating tickets in TDX.
How to view your tickets in the TDX Portal
The Purdue IT Service Portal allows users to view tickets they have submitted, or been included on, inside the Team Dynamix portal.
Incident and Service Request best practices in TDX (TeamDynamix )
This article is designed to help Purdue IT technicians respond to and record Incident and Service Requests using the TDX platform.
Knowledge base article status and life cycle
The lifecycle of a Knowledge Base article begins with a Not Submitted article and progresses through when an article is archived. You can see where an article is in the lifecycle by referring to its Status.
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Check out this service offering I found in the Purdue Portal service catalog.<br /><br /><a href="https://service.purdue.edu/TDClient/32/Purdue/Requests/ServiceOfferingDet?ID=47">https://service.purdue.edu/TDClient/32/Purdue/Requests/ServiceOfferingDet?ID=47</a><br /><br />Service Management Request<br /><br />Service Management Request