IT Help Site (TeamDynamix) Troubleshooting

Overview:

Below are troubleshooting steps for common IT Help Site errors. If you need help logging in, contact the ITS Service Desk. If you experience an error with this website, submit a TeamDynamix Application Request.

When a ticket is created for you, you may be notified via email. The email will provide a link to the request in the IT self service site (TeamDynamix). When you click the link, you may be prompted to log in with your Login credentials (depending on your browser settings). If you receive "Permission Denied," you can access the ticket a different way

When you click the link in the notification email, you receive "Permission Denied."

This is most likely caused from your browser settings. To view the ticket,

  1. Go to it.wvu.edu/help.
  2. Click Sign In in the upper-right corner of the screen and enter your Login credentials. View the Log Into the IT Self Service Site article if you need assistance.
  3. The request will be under My Submitted Tickets. Click on the title of the ticket to view more details.

Since the IT self service site's upgrade to 9.2, several users are receiving a "500 Internal server error" message when they try to access the IT self service site:

500 - Internal server error.
There is a problem with the resource you are looking for, and it cannot be displayed.

Are you receiving a 500 Internal server error message?

  1. Close all browser windows,
  2. Open the command prompt. If you need help opening the command prompt, view the instructions below for your operating system: 
  3. Enter the following text into the command prompt based on your operating system:
    • Windows (all versions):  ipconfig /flushdns
    • Mac OS X Lion (10.7):  sudo killall -HUP mDNSResponder
    • Mac OS X Mountain Lion (10.8): sudo killall -HUP mDNSResponder
    • Mac OS X 10.9 Mavericks: dscacheutil -flushcache;sudo killall -HUP mDNSResponder
    • Mac OS X 10.10 Yosemite: sudo discoveryutil mdnsflushcache;sudo discoveryutil udnsflushcaches;say flushed
    • Mac OS X 10.11 El Capitan: sudo dscacheutil -flushcache;sudo killall -HUP mDNSResponder;say flushed

Didn't work?

Clear your browser's cache. For steps, view our Deleting Browser Cache article.

If you ran the command prompt and then cleared your browser cache, but you are still unable to access the IT self service site, please call the ITS Service Desk at 304-293-4444.

The IT self service site is accessible on most mobile devices, including smart phones and tablets. However, some browsers may make it difficult for you to log into the system from your mobile device. Try using a different browser on your mobile device to access the IT self service site.
If you receive an error message when trying to log into the IT Self Service Site, contact the ITS Service Desk at ITSHelp@mail.wvu.edu or call 304-293-4444.
  • Clear all cookies from your browsers.
  • If you are using Internet Explorer, ensure that Compatibility Mode is not enabled. To check this, click Tools from the menu bar and then click Compatibility View Settings.
  • Clear your browser cache and history. For help, view our Deleting Browser Cache article.
  • Trying accessing the IT self service site in a browser other than Internet Explorer.

Details

Article ID: 8692
Created
Tue 9/8/15 9:50 AM
Modified
Mon 8/31/20 11:02 AM