This document details the TDX Service Request/Release/Change Management Workflow from the Requestor’s point of view. This person holds a Client license and can work within TDClient to complete necessary steps. The Requestor will be known as “you’ throughout this document.
Before submitting a service request ticket to ISIT, first determine the service you need. There are 3 services available (click service type to advance to the appropriate section):
- New Enhancement Request – This service allows the user to request the creation, update, or removal of an enhancement to a PASS page or process.
- Integration Request – This service allows the user to request the creation, update, or removal of an integration between PASS and another application.
- There are 3 service offerings for this service:
- New Integration Request
- Update Existing Integration Request – contains a list of existing Integration to select from
- Integration Request Removal
- General Support Request - This service will be used to request assistance with any questions or issues that are not relevant to any other existing PASS service category available.
The information that follows details the steps involved from creation to completion of your request process. Behind the scenes, a submitted Service Request ticket is converted to a Release ticket that contains the bulk of the process flow, adds in a change ticket for migrating the completed request to the Production environment, and then flows back to the Release ticket to finish out the process.
- Select the appropriate service to submit your TDX ticket:
- Go to the TDX Client Portal - https://uwplatt.teamdynamix.com/TDClient/111/Portal/Home/
- Click “Request a Service”
- Navigate through the Service Catalog to get to the appropriate service you’d like to submit a request under. The navigation for each of the available services are listed below. The direct access url for each has been included for you to click on as well, if you don’t want to navigate your way through to the end. You will also learn how you can mark each service as a favorite so you have a shortcut link available to get where you want to go quickly via your Client Portal.
[Click to advance to a different service: Integration Request or General Support Request]
- PASS Enhancement Request navigation:
- Administrative and Business → Student Information System (PASS) → PASS Application and Access → PASS Enhancement Request
Direct Access URL: https://uwplatt.teamdynamix.com/TDClient/111/Portal/Requests/ServiceDet?ID=2405
Click New Enhancement Request at top of right-side menu to access the submission form for this request.
Fill in all pertinent and asterisked fields. If you happen to miss one of the required fields, you will be prompted to complete when clicking the submit button. Clicking on the 
by any field will open/display its help verbiage if it isn’t already expanded and showing.
Please note a few things:
- The Requestor and Acct/Dept fields automatically fill in with the information of the person accessing the form.
- Additional Requestor(s) – Anyone added to this field will be included in testing/approval notifications.
- Functional Area(s) – Include ALL areas included with approving/reviewing the requested changes.
- Description – please complete the requested information. Also, please be aware that the template shown is not permanent and can be mistakenly erased.
Click Submit Request to complete.
- Integration Request navigation:
- Administrative and Business → Data Integration
Direct Access URL: https://uwplatt.teamdynamix.com/TDClient/111/Portal/Requests/ServiceDet?ID=2406
Click the appropriate service offering selection from the right-side menu. New Integration Request, Update Existing Integration, or Integration Removal Request.
New Integration Request
Fill in all pertinent and asterisked fields. If you happen to miss one of the required fields, you will be prompted to complete when clicking the submit button. Clicking on the by any field will open/display its help verbiage if it isn’t already expanded and showing.
Note: Please include any pertinent information from the vendor, including the attachment of any documentation received, such as data dictionary, field requirements, timelines, and etc…
- Approved ITP – please indicate if this request is part of an ITP.
Update Existing Integration
Fill in all pertinent and asterisked fields. If you happen to miss one of the required fields, you will be prompted to complete when clicking the submit button. Clicking on the by any field will open/display its help verbiage if it isn’t already expanded and showing.
Note: Integration Process Name – please select the associated integration from the drop-down list. This is a required field. If the integration you are looking for should exist, please message or email us, so we can get it updated/added. If it is a brand-new one, please cancel and select New Integration Request instead.
Integration Removal Request
Fill in all pertinent and asterisked fields. If you happen to miss one of the required fields, you will be prompted to complete when clicking the submit button. Clicking on the by any field will open/display its help verbiage if it isn’t already expanded and showing.
Note: Integration Process Name – please select the associated integration from the drop-down list. This is a required field. If the integration you are looking for should exist, please message or email us, so we can verify if it has already been removed or needs to be added to the list for selection within this request.
Click Submit Request to complete whichever request you wish to submit.
- PASS General Support Request navigation:
- Administrative and Business → Student Information System (PASS) → PASS Application and Access → PASS General Support
Direct Access URL: https://uwplatt.teamdynamix.com/TDClient/111/Portal/Requests/ServiceDet?ID=5008
Click General Support Request at top of right-side menu to access the submission form for this request.
Fill in all pertinent and asterisked fields. If you happen to miss one of the required fields, you will be prompted to complete when clicking the submit button. Clicking on the ![]()
by any field will open/display its help verbiage if it isn’t already expanded and showing.
Click Submit Request to complete whichever request you wish to submit.
Following your request submission, back-end processing occurs. The following emails may be received. Eventually, you will be notified to take part in the testing review of your requested changes in whatever environment(s) necessary to verify on the path to it being live in Production.
1- Service Request has been created.
2- Service Request Promoted to a RM ticket
3 - Development status per Developer assigned.
4 - Requested change(s) are available in CSTA for testing review.
5 - Requested change(s) are available in CSQA for testing review
After the notifications regarding Testing Review are received, the next step needs to be completed to move the process forward. This will be similar to how you signed off on the changes in each environment within Footprints, but much simpler. There are 3 ways to access the approval process. We will discuss the actual approval process after this section is reviewed.
- From within the email received - Click on the “Your Requested Changes…” blue link. This will open the Approval/Reject page.
- Click on the “View or add additional…” blue link. This will open the request within Client ticket view where you will click the workflow step and the approval page will open (as highlighted here) -
- From the Client Portal, click My Approvals to see if any are pending.
The Testing/Approval Process:
- Use this step to indicate whether you approve or reject the change(s) following your testing review.
NOTE: If there are multiple requestors, there are multiple approvers. ALL approvers must approve before the step will complete, BUT if one person rejects, the step completes as REJECTED.
After selecting to Approve or Reject, a comment section displays to allow the requestor to provide additional feedback. This would be similar to how a “signing off” message was entered into Footprints. Click Save to complete the step.
[If REJECTED, the workflow continues back to the developer to review the rejection with all involved to determine if more work is needed or if it is fine to move forward. If rejected, the process will again mimic our old Footprints process of “failing” the process back to development and repeating the testing/approval until it is ready to move onward.]
After testing/approval is completed, the process will go to Ready for Production and you won’t have anything required of you until the changes have been moved to Production. Once in Production, an email will be sent informing you the request is in Production and you can review it as normal, BUT sign-off will not occur until the 2nd email is received that specifically requests your Approval via the link included as in the other Approval steps above. Both emails are shown here:
6 - Request has been migrated to Production.
7 - Requested change(s) have been migrated to Production – please verify.
Once verified, the process will automatically complete and you will receive the final email:
8 - Notification of Request completion/closure.
Anytime during the lifecycle of a TDX release ticket, you can update the ticket using the Comment feature:. Opening the ticket and scrolling to the bottom after the description field, you will see where the ticket's feed starts and a Comment button shows.
Once you click the Comment button, the Comment entry field displays where you can enter the information you want to share. Please note the "Notify" field highlighted in the picture below. Please always include the comment's recipient whether it is the person listed as responsible and/or others. This will guarantee the appropriate people are aware a comment has been added. Once you've completed your entry, click Save in the lower left corner.
You can always see any tickets you have open by clicking on the Ticket Requests link on the 2nd header within your Client Portal:
**Please keep in mind that this is a new process and is likely to have tweaks and updates made as we move through this.
Need help?
If you have questions, please contact the ITS Help Desk at 608.342.1400 or helpdesk@uwplatt.edu. You may also visit the Help Desk on the first floor of the Karrmann Library.