Using TDX Hardware Requests and Endpoint Asset Management

This guide outlines how Campus Desktop Support Technicians use TeamDynamix (TDX) Hardware Requests and Endpoint Asset Management to manage device deployments. It details the task-driven ticketing workflow, step-by-step instructions for looking up asset details, view-only application permissions, and initial troubleshooting steps for missing assets or agent issues.

Application Access & Guidelines

With the rollout of the new TeamDynamix (TDX) Hardware Request environment, Desktop Support Technicians will utilize two specific applications to manage and review device deployments:

• Endpoint Asset Management: Technicians have view-only access to this application. You can use it to look up device specifications, history, and current assignments, but you cannot modify or update asset records directly. This will be done through service requests in the Hardware Request Application.
• Hardware Requests: This is the primary ticketing application for deployment and hardware management work. Important: Your interaction within this application is entirely task-driven. You will not update the main ticket body itself; instead, you will complete the specific tasks assigned under the request.

Hardware Request Workflow

When a deployment request is imported and confirmed by the Asset Management team (Tom Thomas and the CTS team), the system automatically routes it to your campus's assignment group queue on your main dashboard.

Step 1: Locate the Request

Navigate to your Basic Dashboard on the main TDX page in Work Management. Look for unassigned requests sitting in your specific campus assignment group queue (e.g., IT - Highland Desktop Support Technicians).

Step 2: Take Ownership of the Request

Click the request to open it. From the top menu bar, click Actions, then select Take Service Request. This removes it from the group queue and assigns primary responsibility to you.

Step 3: Locate Your Tasks

Remember: Interaction with the ticket is limited to tasks only. Look at the right-hand side of the request screen to find the Tasks section.

Step 4: Review Device Instructions

Open each task listed in the right-hand menu. Inside each task, you will find instructions detailing what configurations, installations, or deployment steps need to be performed on the physical endpoint device.

Step 5: Complete the Work

Perform the requested actions on the device. Once the physical setup and configurations are finished, mark your assigned tasks as complete within TDX to finalize the workflow.

Verifying Asset Details

If you need to verify a machine's details (such as a serial number, model, or assigned user), you can do so either directly through an open Hardware Request or by searching the Endpoint Asset Management application—even if the asset has not yet been deployed.

Option 1: Via a Hardware Request

If you are actively working on a request:

1. Open TD Work Management and click View Applications.
2. Select Hardware Requests.
3. From the menu on the left, select Service Requests.
4. Open the specific Hardware Request.
5. Click on the Asset/CI tab located on the request.
6. Click the linked asset name to open and view its record in Endpoint Asset Management.

Option 2: Direct Search in Endpoint Asset Management

You can search for any asset—including non-deployed inventory—directly within the application:

1. Open the Endpoint Asset Management application.

2. Use the search bar to look up the asset (e.g., by serial number, asset tag, or computer name).

Troubleshooting Missing Assets

If an asset does not appear in Endpoint Asset Management, it usually indicates one of two issues:

• Asset Not Imported: The device record has not yet been loaded into the system.

  • Action: Reach out to Tom Thomas and his team to check on the import status.
• TDX ITAM Agent Issue: The device is missing the required TDX ITAM agent or it is not communicating properly.
  • Action: Verify that the computer is placed within the proper Organizational Unit (OU) in Active Directory.

Note on Permissions: Access to Endpoint Asset Management is view-only. If you notice any discrepancies in an asset record, report them to the Asset Management team (Tom Thomas and the CTS team) rather than attempting to edit the record directly.

Coming Soon: Additional documentation detailing step-by-step troubleshooting for the TDX ITAM agent is currently in development and will be linked directly to this article once available.

Need Help?

Need additional information or assistance? Get support by submitting a ticket via the TDX portal.