TeamDynamix Connector

This section of the user guide is focused on the TeamDynamix connector. To help you navigate the article we have broken it down into the following sections:

• What is TeamDynamix?
• How does the Ocelot - TeamDynamix Connector work?
• How Do I set up the TeamDynamix Connector?
• What other settings do I have to configure?

What is TeamDynamix?

TeamDynamix is a SaaS based tool that specializes in project, portfolio, and IT services management. Schools often use this product to manage projects, portfolios, and services through a ticketing system.

How does the Ocelot - TeamDynamix Connector work?

Ocelot's TeamDynamix connector allows the virtual assistant to create a communication opportunity ticket directly into TeamDynamix. 

When the Ocelot virtual assistant encounters a question it does not know the answer to, it can ask the student to fill out a communication opportunity form. This form collects basic information about the student and their needs. Without connectors, this form is emailed directly to the school and the appropriate party will reach back out to the student. 

With the TeamDynamix connector, the communication opportunity form is entered directly into a school's TeamDynamix system as a ticket that the school can assign. The student's information is captured and associated with the student profile in TeamDynamix. TeamDynamix will match the ticket to the student record if the student record exists. This functionality occurs in TeamDynamix, and it verifies the student's identity through the email address entered in the form.  If no student record exists, a new record will be created.

How Do I set up the TeamDynamix Connector?

TeamDynamix connector is self-serve and can be done through the Ocelot Admin Portal.

1. Under Connectors, Select Applications. Select Contact Sales on the TeamDynamix card or contact your Client Success Manager. 
2. Once the connector has been turned on, select Enable. 
3. Select Configure.
4. On the General tab, provide the following:
   
   • Enter the Base URL for the TeamDynamix site.  Please include just the base domain, not additional paths in this Base URL field.  For example, enter 'https://123college.teamdynamix.com'.
   • Authentication Type for both the Sandbox environment and the Production environment.  The authentication can be either a username/password OR a BEID/Web Services Key (digital identity service).
   • Select Save.
5. On the Tickets tab, map the integration and ticket fields by selecting the plus icon (Create Ticket Mapping).
   
6. Map the ticket fields from TeamDynamix to the Ocelot ticket fields.
   • Environment - either Sandbox or Production
   • Event Type - currently only "Form Submission" for when an Ocelot virtual assistant user submits a request to create a TeamDynamix ticket
   • Object - currently only "Virtual Assistant Contact Form"
   • Notify Reviewer, Notify Requestor, Notify Responsible Resource: It is reasonable to provide notifications to all.
   • Create New Requestor: Select this option if you want a new user/requestor to be created in TeamDynamix for an Ocelot virtual assistant user, when a match is not found.  It is reasonable to have checked and set as yes.
   • Optionally, choose to select a form field and filters for ticket mapping.  For example, you might only want to bring in a test user when setting up this connector.
   • In the field mapping section, enter the values for each field. In all cases, to obtain these values a person must have administrative access to Team Dynamix.
     • appId: Select “Applications” from the navigation menu, and then choose one of the numeric IDs from the displayed rows, such as “29” below:
       
     • Classification: Select “Applications”, click on one (such as “Tickets”) and choose one value from Classifications, such as “Incident” below:
       
     • The Ocelot field mapping for Classification requires you to select a numeric value used by TeamDynamix, even though it's not displayed above.  Use this mapping to select the appropriate numeric value and enter this on the field mapping.
       • None  0
       • Ticket = 9
       • Incident = 32
       • Major Incident - 72
       • Problem = 33
       • Change = 34
       • Release = 35
       • TicketTemplate = 36
       • ServiceRequest = 46
     • TypeId: Select “Application”,  click on one (such as “Tickets”) and then “Types” from left navigation menu.  Select one of the numeric IDs from the displayed rows, such as “6” below:
       
     • Title: Enter a fixed text title for tickets created within Team Dynamix.
     • AccountId: Select “Organizational Settings”,  then “Accounts/Departments” and choose one of the numeric IDs from the displayed rows, such as “1” below:
       
     • StatusId: Select “Application”,  click on one (such as “Tickets”) and then “Statuses” and choose one of the numeric IDs from the displayed rows, such as “77” below:
       
     • PriorityId: Select “Application”,  click on one (such as “Tickets”) and then “Shared Ticket Settings” and choose one of the numeric IDs from the displayed rows, such as “19” below:
       
     • Complete the other field mappings, as needed.
     • Custom Attributes section is optional.
     • Select Save. This ticket mapping setup will now be listed on the Tickets tab, as one of the rows in that table.
7. On the Logs tab, you can review the list of connector attempts.
   
   • Each attempt will have an ID number.
   • The number of attempts made.
   • The maximum number of attempts (set to 100 attempts)
   • The reason the attempt failed, if it failed.
   • The date and start time
   • The date and end time
   • The additional actions AND details are viewable by clicking the following icons:
     • Show detailed job data
     • Show detailed list of attempts
     • Retry job
     • Cancel job

What other settings do I have to configure?

After the configuration for TDX connector is complete, the virtual assistant Behavior Settings need to be checked.

Under Virtual Assistant > Behavior Settings, the "Default/No Office" communication opportunities settings must be set to "Contact Form" for the TDX connector to work.  You will be required to enter a valid email address, but the communication opportunities will be delivered to TDX, not via email.

Check the Office tab to ensure that the Behavior Settings for all offices are also set to  "Contact Form".  

If any have been set to "Custom Response" those will not create a ticket in TDX.