DASH: How to Create a DASH Support Request

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Overview of DASH Support Available

The University of Tennessee is committed to supporting DASH and providing comprehensive assistance to all end users through a tiered support model. When in need of DASH assistance, a good first step is to review the dedicated DASH Support page on the Friends of DASH website for access to a variety of self-guided tools and learning opportunities for DASH.

If further assistance is needed, this DASH Knowledge Base article includes detailed instructions, example screen shots and guidance about submitting DASH Support requests.

DASH Support Requests

Submitting a Request

DASH Support requests are submitted using the TeamDynamix (TDX) service request platform and route to the appropriate team(s) through a tiered support model and based on the type of request submitted. The details you provide on DASH Support requests are crucial in helping representatives at each level provide a resolution or additional information about the issue reported.

Submitting a Request (Link): To submit a DASH Support request using the TDX service request platform for your UT campus, access the "Submit a TeamDynamix Ticket" section of the DASH Support page on the Friends of DASH website and review the information below for what to include in that DASH Support request.
DASH: Support Request Link

The tips, step-by-step instructions and example screen shots included below help outline how to submit a DASH Support request to ensure you receive the assistance needed in as timely a manner as possible.

Note: The screen shots included below may differ slightly depending on your UT campus and the way your TDX service request platform is configured.

Tips for Submitting a Request:

Clear Internet Browser History/Cache: Prior to submitting a DASH Support request, a good first step to address the DASH-related issue is to always fully clear your Internet browser history/cache, close out of the browser window, re-open the browser window and then access DASH again.
- The DASH Knowledge Base article linked below provides instructions for working through these steps, and it is helpful to make a note in your DASH Support request if you already did this.
- DASH: Clearing Your Internet Browser Cache
Provide Detailed Information: You should include as many details as possible about the DASH-related issue or question when submitting a DASH Support request. A few examples of information to include are listed below:
- Name, personnel number and/or NetID for the impacted person or people
- Work item numbers generated for the DASH entry, such as expense report numbers, travel authorization numbers, invoice numbers, purchase order numbers, requisition numbers, journal entry numbers, etc.
- Full DASH report names and the path you followed to access the report
- Full Chart of Account (CoA) string values for any CoA-related questions or issues
- Sponsored project account (SPN) numbers for any SPN-related questions or issues
Provide Screen Shots: In addition to providing detailed information about the DASH-related issue or question, screen shots that show the issue and/or error message are imperative to resolving DASH Support requests.
- The screen shots included should show as much of the DASH screen as possible, including any and all impacted entry screens, report selection screens and the values you have entered for each field when running the report, etc.
- If you are receiving an error message in DASH, provide a screen shot of the entire Internet browser window with the error message shown and explain at what step in the process the error message appears.
Ask Questions: It is also crucial to ask DASH-related questions as they come up. As an example, if a work item appears to not be moving in the DASH workflow approval process as expected, opening a DASH Support request in a timely manner can help identify the issue and resolve it before it impacts other processes in the system.

DASH Service Request Form: Initial Detail Fields

Requester: When logged in to the TDX service request platform or based on how you are initiating the DASH Support request, your name will automatically populate in this field.
Requester’s Department: Similar to the field above, this field will show your department at UT.
Title: You should use the “Title” field to provide a brief description of the DASH-related issue you are encountering or a summary of the question you are asking. (Example: DASH Travel Authorization Submission Issue)

DASH Service Requests: Additional Detail Fields

Module: The “Module” field provides a dropdown list, from which you should choose the applicable DASH-related module impacted by the issue or question. The Resource Hub on the Friends of DASH website provides more information about the different modules in DASH and how they are used; however, your best guess for what to include in this field is also acceptable.

Workstream: After selecting an option in the “Module” field, a “Workstream” dropdown menu appears that allows you to choose the applicable area within DASH that applies to the DASH Support request. (Again, your best guess at what to include in this field will work!)

Operating System: When reporting a DASH-related issue or asking a question about using a feature in DASH, it is important that you provide the type of computer operating system you are using and whether it is a Windows or Mac.
Web Browser and Version: If you need assistance determining which Internet web browser and/or version you are using, the DASH Knowledge Base article below should help.
- DASH: Checking Your Internet Browser Version

DASH Service Requests: Describing Your Request and Screen Shots

Description: As shown in the example screen shot below, an open text field is available for describing all DASH Support requests. This open text field allows you to fully explain the DASH-related issue or question, which will help expedite the response(s) and assistance you receive. The “Tips for Submitting a Request” section of this DASH Knowledge Base article helps outline examples of what to include in this field.

Screen Shots: In addition to providing a detailed overview of the DASH-related issue or question, uploading detailed screen shots is also an incredibly helpful step to ensure those reviewing the DASH Support request have as much information as possible. You only have the option to add one screen shot when first creating the DASH Support request but can add additional screen shots after the DASH Support request is created as a ticket and by clicking on the link as shown in the example screen shot below.