Service Portal User Guide

What is the Service Portal? 

The new Service Portal for Information Strategy and Services and the Denver Office of Information Technology replaces the former OIT Service Center on a new platform called TeamDynamix (TDX). This is where you can request help, track your requests, and find answers to common questions, all in one place. This is the new single point of entry for all IT-related requests.   

 

How to Access the Service Portal 

  • Log in with your university credentials: For full access to all the services and knowledge base articles, you must log in to the system using your university credentials. Click the "Sign In" link in the top right-hand corner of the page to log in. Be sure to use your Multi-Factor Authentication (MFA) Duo Mobile app to authenticate, if necessary.   

  • If you’re having trouble logging in, check out our Password and Login help page. This service page resolves most login issues. 

  • After reviewing the help articles on this page, if you are still unable to log in, please contact the Service Desk at 303-724-4357. 

 

Understanding the Service Portal 

The Service Portal is built around two main components that work together to give you a smooth and efficient experience, the Service Catalog and the Knowledge Base. 

1. The Service Catalog is where you: 

  • Browse available IT services and tools 

  • Learn what each service provides 

  • Submit requests for help, access, or support 

2. The Knowledge Base is where you’ll find: 

  • How-to guides 

  • FAQs 

  • Troubleshooting steps 

  • Self-service resources 

Together, the Service Catalog and Knowledge Base are designed to help you get what you need as easily as possible, whether you want to resolve something yourself or request support. 

 

How to Navigate the Service Portal  

  • Search Bar: Quickly find services or help articles. To search, use short and simple keywords like Canvas or Email.  

  • Password and Login Help: Self-service tools that resolve most login issues. 

  • Request Services: Browse and request available services by category. 

  • Get Help Now: Get immediate assistance through the Service Desk. 

  • Browse Help Articles: Knowledge Base with instructions and helpful information to resolve your issue without waiting for support as well as education articles. 

  • My Tickets: View and track your open and closed service portal requests. By default, you will see any open tickets. Please use the filter to see closed tickets.  

  • Find Resources for: Quick links to commonly used services and tools for specific roles within the university. 

  • Current System Status: Real-time information on service interruptions. 

 

Finding What You Need: Search vs. Browse — What’s the difference? 

Search if you know what you need (e.g., “VPN,” “Adobe” or “Wi-Fi”). 

Browse the Service Catalog or Knowledge Base if you’re not sure. The categories can help guide you! 

 

Using Search 

Before submitting a ticket, try the search bar at the top of the Service Portal. The search bar allows you to quickly find services and articles by entering simple terms or keywords for what you need: 

  • Tool or service name (if you know it) 

  • Quick fixes 

  • Step-by-step guides 

  • Common questions 

 

Best Practices for Search: 

  • Use short, simple keywords such as, “VPN”, “Canvas” or “Email” 

  • Avoid full phrases like “I need email”, as this search uses keywords and may return inaccurate results. 
     

Filtering Search Results 

After searching, you can filter results to show: 

  • All results 

  • Services only 

  • Knowledge articles only 

  • You will also see an option for Questions only, but we are not using Questions at this time. 

We recommend searching "All", but notice the results include both services and articles. 

 

Browsing Instead of Searching 

If you prefer to browse, you can access both the Service Catalog and the Knowledge Base in multiple ways.

 

Browse the Service Catalog 

  • Click "Request Services" 

  • Or select "Services" from the top navigation bar 

Once you enter the Service Catalog, you’ll see a list of categories, such as: 

  • Accounts and Access 

  • Security and Compliance 

  • Software and Applications 

Each category contains related services, for example: 

  • Password and Login Help 

  • Remote Access VPN 

Some categories also include subcategories. 
For instance, Software and Applications includes a Microsoft Products subcategory that contains service pages for Microsoft tools and applications. 

 

Browse the Knowledge Base 

  • Click "Browse Help Articles" 

  • Or select "Knowledge Base" from the top navigation bar 

 

When Should I Submit a Ticket Instead? 

  • If you can’t find what you need 

  • If the issue is specific to you 

  • If something isn’t working as expected 

  • If you need to set up a new service or tool 

 

How to Submit a Request 

Step 1: Choose the right service  

  • Use search or browse the Service Catalog  

  • Select the service that best matches your need 

  • Review the service page information before submitting your request. 

Not sure which option is best? 
That’s okay. Choose the closest match. Our team will make sure it gets to the right place. 

 

Step 2: Click the "Service Action Button", which will either: 

  • Open a request form for you to fill out, or 

  • Open a new tab to a linked service on another page 

 

Step 3: Submit your request 

  • Once your request form is submitted, it is automatically routed to the appropriate support team. 

 

Tips for Requesting a Service 

When filling out a service request form, providing details helps speed up fulfillment. 

  • Clearly state what you need. 

  • Include screenshots or attachments, if applicable. 

  • Answer the impact and urgency questions as accurately as possible to help correctly prioritize requests. We expedite responses for issues and requests that impact teaching/learning, research, clinical and core business functions. 

 

Understanding a Service Page 

Each service page is designed to clearly explain a service and guide you to what you need, whether that is requesting help, accessing a tool, or reviewing instructions. While content varies slightly by service, most service pages follow the same layout and structure. 

 

Service Overview (Top of the Page) 

At the top of the service page, you’ll see the service name followed by a description that explains: 

  • What the service is and what it supports 

  • Who can use it (staff, faculty, students, or specific roles) 

  • Any eligibility requirements or restrictions 

  • Service cost, if applicable (most IT services have no cost) 

  • Important notes or considerations before proceeding 

This overview helps you confirm that you’re in the right place before submitting your request. 

 

Related Knowledge Articles (When Available) 

Many service pages include linked knowledge articles directly on the page. These articles may appear: 

  • Within the service description, or 

  • In a dedicated section such as Related Articles or Helpful Resources 

These articles often include: 

  • How-to guides 

  • FAQs 

  • Step-by-step instructions 

  • Troubleshooting tips 

You can move back and forth between the service page and related articles easily without losing your place. 

Tip: If your issue can be resolved using a knowledge article, you may not need to submit a request. 

 

Service Offerings (When Applicable) 

Some services include service offerings, which are specific request types within a broader service. 

Where you’ll see Service Offerings: 

  • On the right side of the page on desktop computers 

  • Or below the description on mobile devices 

Example: 

The Password and Login Help service includes specific offerings such as: 

  • Password reset assistance 

  • Account lockout help 

  • Multi-Factor Authentication with Duo issues 

If you see service offerings, select the one that best matches your needs before proceeding.  Each Service Offering can be accessed directly by clicking the Service Action Button, or you can visit the Service Offering page for more information. 

 

Service Action Buttons  

Every service page includes one or more action buttons. These buttons allow you to access the service, either by submitting a request form or linking you to an external service platform. 

Service Action Button placement: 

  • Desktop: Buttons appear on the right side of the page. 

  • Mobile: Buttons appear near the bottom of the page. 

 

Each Service Action button does one of two things: 

Action 1: Opens a service request form. 

Many service action buttons open a service request form in the Service Portal.  Complete the request form to submit a ticket. 

When completing a request form: 

  • Follow the prompts. 

  • Describe what you need clearly 

  • Include relevant details or error messages 

  • Attach screenshots or files if helpful 

Once submitted, your request is automatically routed to the appropriate team. 

 

Action 2: Access a linked service. 

Some service action buttons take you to another service platform (such as a vendor platform or the OnTheHub Software Store) to access the service rather than opening a request in the portal. 

Example: 

  • Clicking "Access Your Email" opens the Microsoft 365 webmail site.

Important things to know about linked services: 

  • Linked services open in a new browser tab. 

  • Your university login may carry over automatically.

  • To return to the Service Portal, close the tab or switch back to the original tab. 

 

Moving Between Services and Articles 

Service pages, service offerings, and knowledge articles are intentionally linked so you can: 

  • Start with a service 

  • Review related instructions 

  • Return to submit a request if needed 

You can move through the portal freely without losing context. 

 

What Happens After You Submit a Ticket 

Step 1: Confirmation

  • You’ll receive a confirmation email with your ticket number from service@cuanschutz.edu with “TeamDynamix” the subject line.  


Step 2: Communication

  • Updates will come through the same email address (service@cuanschutz.edu) from TeamDynamix. You may see "TeamDynamix" in the email or subject line, that is expected and legitimate. 

  • You can reply directly to those emails to add information. 


Step 3: Ticket Progress 

  • Your request is assigned and reviewed by the appropriate team. 

  • You may be contacted if more information is needed. 


Step 4: Resolution 

  • You may be asked to confirm the issue is complete. 

  • If no action is taken on a resolved ticket, it automatically moves to "Closed" status in 5 days. 

 

How to Check or Update Your Ticket 

Step 1: View Your Tickets 

  • Log into the Service Portal. 

  • Select “My Tickets” to see all your requests.


Step 2: Check Status 

  • Each ticket will show the following ticket information:  

  • ID  

  • Title  

  • Service 

  • Status (e.g., New, Assigned, In Progress, On Hold, Resolved) 

  • Modified (Date and Time) 

  • Responsible (Technician or Team working on your ticket) 


Step 3: Add Updates or Information 

  • Open your ticket and add a comment 

  • Or reply to any email you’ve received about the ticket 

  • Or reach out to the Service Desk at 303-724-4357 


Step 4: Upload attachments 

  • You can attach files or screenshots at any time to help clarify your request. 

 

Quick Tips 

When to Use the Knowledge Base and Search vs. Submitting a Ticket 

Use the Knowledge Base: 

  • For quick answers and self-help. 

  • Step-by-step instructions and troubleshooting guides. 


Submit a Ticket: 

  • If you can’t find what you need. 

  • If something isn’t working as expected or you think something is broken. 

  • If you need new access, setup, or support. 

Still unsure? 
Submit a ticket, the Service Desk will help route it!

 

What’s coming next?  

We plan to launch conversational AI this summer, which will allow for more natural, question-based searching on the portal. Uploaded Image (Thumbnail)

 

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