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Q. How many security roles should I create?
A. It can be tempting to create lots of security roles, but try to resist the temptation. At the beginning of your implementation, you may want to make only a few security roles: one per license type, for example. Later, as you get closer to your go-live, you may then be ready to create additional security roles. See also the TDX Foundations getting started guide, which has example starter security roles.
Q. What is the sandbox? Should I be working there rather than production?
A. For SaaS clients, the sandbox is a copy of your production environment that's refreshed from production on a schedule. You may want to use the sandbox environment to test significant changes, such as the creation of new ticketing statuses. However, consider that until you go live you may rather work directly in your "production" environment, as it's not production until you go live. This way you will not need to duplicate your changes in the sandbox and again in production.
Q. Can the sandbox be refreshed upon request?
A. No, the sandbox is refreshed on a schedule and only on that schedule.
Q. After a sandbox refresh, is there anything I should do?
A. After the scheduled sandbox refreshes, consider making a few changes, such as resetting the sandbox WebServicesKey (TDAdmin > Generate key), changing the sandbox organization's name, changing the site visibility (under TDAdmin > Organization settings > Site settings), and possibly changing the color scheme (TDAdmin > Client portal > Styles).
Q. Are there any special Account/Department records I should create?
A. Consider creating two additional Account/Department records:
- one that's your default for people or requests that wouldn't otherwise have a department. This one could be named after your institution, e.g. "Example University."
- a second Account/Department to represent people/requests that are not from your institution's community, such as "Other."
Q. What Account/Department should we give to students?
A. You could create an Account/Department called "Students" to make it easy. Or, you could track students by college/academic area by having an Account/Department record, e.g. "Engineering Students" and "Humanities Students." Keep in mind the more detail you include, the more work you have to manage the Account/Department records.
Q. I'd rather load people automatically than create them by hand. How do I do that?
A. Loading people automatically is part of the "Core Integrations" module.
Q. I created a User record but the person can't log into TDAdmin/doesn't see the "Admin" button in TDNext. How do I give them admin access?
A. To grant admin access an additional step is required. Please see this article, "How do I give someone in my organization access to TDAdmin?"