UBIT Help Center Online moving to TeamDynamix

A person pointing at a laptop.

UBIT is beginning the upgrade of the UBIT Help Center Online from the BMC Helix Remedyforce (RF) ticketing system to the TeamDynamix (TDX) platform.
  

Portrait photo of Michael Canfield

By Michael Canfield
 IT Communication Specialist

Published November 18, 2024

UBIT is nearing the transition from the BMC Helix Remedyforce (RF) ticketing system to the TeamDynamix (TDX) ticketing and service management platform. 

This shift, driven by the September 2026 end of life of the BMC Helix Remedyforce platform, aims to enhance service and support requests across UBIT, ensuring shared standards and a consistent customer experience.  

Transitioning to TeamDynamix

Moving to TeamDynamix should improve the overall interaction of the UB community with UBIT support.  

By migrating to TeamDynamix, UBIT plans to:

  • Standardize service management: The TDX platform will ensure that service and support requests are managed uniformly across UBIT units.
  • Improve experience: Service teams can collaborate more effectively, making it easier for campus community members to get the help they need..

The transition to TeamDynamix is being launched in phases, with Phase 1—migrating units already licensed to use Remedyforce—expected to be complete by Tuesday, December 3, 2024.

Phase 2 of the process, where additional distributed IT and enterprise service departments will use TeamDynamix for support tickets, will begin in January 2025.

Why TeamDynamix?

TeamDynamix is a popular choice among higher education institutions, including other SUNY schools like Buffalo State University and SUNY Brockport. The platform offers several key features that make it an ideal replacement for BMC Helix Remedyforce including customizable landing pages and personalized views.  

Need help?

If you need help with this transition or any UB technology, contact the UBIT Help Center any time,  at buffalo.edu/ubit/help. 

UB Information Technology News keeps UB students, faculty, and staff informed about their IT services and showcases creative collaborations between UBIT and the campus community. Published by the Office of the Chief Information Officer at UB and distributed via email as The Monthly Download. Edited by Diana Tuorto, IT Communication and Engagement, dianatuo@buffalo.edu.