This document will describe how to use the People app in TDNext.
This job aid uses default terms and forms as examples to illustrate how to use specific functions and complete tasks within TDNext. Your unit’s configuration of TDNext may differ from what you see in this job aid. Consult your unit’s training materials and/or your unit administrator for questions or clarifications.
Contacts – A TDX term use to describe the group of people associated with a given ticket.
Customer – A TDX term use to describe a People record for a requestor. A customer can be staff, faculty, student, affiliate, IT Pro, or not affiliated with the university.
People – A TDX term used to describe the People Application, which allows for the creation and modification of all People records (including those who are not necessarily licensed users) as part of a database that can be used for the purposes of Asset Management and Service Desk Tickets.
User – A TDX term used to describe a person who can authenticate into the TDX environment. Depending on the level of access, a user can access TDNext and/or TDClient.
For more TDX terms and definitions, please refer to the Glossary.
The People application allows you to quickly search and find ticket requestors, individuals, and accounts from across your organization. You can also use the People app to look up the ticket history for a specific individual, add a contact from the People app to an existing ticket, update an existing contact record (with appropriate permissions in place), and create new tickets directly from an existing contact record.
This job aid covers the following topic:
NOTE: Applications to which you have access will appear in alphabetical order, except for Desktop and Home which remain in the first and last positions, respectively.
NOTE: The People application opens in a new tab in the TDNext window.
The main page of the People app displays default fields for searching, as well as the list of contacts maintained there. This application gives you the ability to search for individual using several search terms, such as first or last name, NetID, phone number, Account/Department, and Primary Group.
The four default search fields on the main page include:
Below the default search fields are several check boxes and radio button options you can use to assist your search. The check boxes include User, Customer, Contact, and Resource Placeholder. The other options include Active, Inactive, or Both. By default, all four check boxes are checked, and the Both radio button is selected. Make adjustments to these options as needed to help with your searches in the People app.
To reset the search fields after conducting a search, click the Refresh button in the upper left corner of the field or click the People option in the left menu.
The People app allows you to easily search for ticket Requestors, technicians, departments, or groups who have contact records in the application.
NOTE: You may use the wildcard (%) in the Search Text or Phone Number fields to search using only a portion of the search term.
NOTE: Results will populate in the same window below the search fields.
NOTE: Clicking on the email for an individual in the results list will open a new message to the selected email address in the Outlook web application.
When you open the People app or after conducting a search, you may wish to sort through the results to help narrow down the number of records you see. Sorting can be done in the main page of the People app or with search results.
NOTE: Results will populate in the same window below the search fields.
You may need to review the ticket history for a specific individual. The People app provides a quick way to view ticket history.
NOTE: The ticket history list displays in the Tickets tab.
You may need to create new tickets for individuals who contact your unit through a means that does not automatically generate a ticket, such as phone calls, voice mail, or walk-in visits. The People app allows you to look up the individual in the app and create a ticket from within their People record which automatically links the ticket to the record.
NOTE: The Select Application/Form window opens and provides a list of form options you may choose from. You will only see forms to which you have access.
NOTE: Some of the form fields will be automatically populated with information from the People app record for that individual.
You may use the People app to add one or more contacts to an existing ticket.
NOTE: Desired contacts can be searched for one at a time in the Contacts field and then selected by clicking on their names individually in the drop-down list of results. If you are using the search icon list, you may click the check boxes next to the names of the contacts to add to the ticket, then click the Insert Checked button in the popup window to finish selecting each the contact.
NOTE: The contacts you have added to the ticket will display below the Contacts field in the People tab of the ticket. Only individual contacts may be added here. Groups cannot be added to tickets through the People app. You may go back to the General tab of the ticket and notify any of the added contacts by adding a Comment to the ticket via the ticket Feed or Update feature. Notifying a ticket contact in a communication will use the Request or versions of any notification templates connected to that ticket form (if you have custom ticket notification templates enabled).
There may be times when a ticket requestor or other individual does not have an existing contact record in the People app. In those instances, you can easily create a new contact record.
NOTE: The New Person form opens in a new window.
NOTE: Fields marked with an asterisk (*) are required.
There may be times when you may need to make updates, corrections or changes to an existing Contact record in the People App. Check with your unit regarding any special permissions required to make updates to People records.
NOTE: Based on your permissions, there may be fields that are not editable.