System Status

On Sunday, March 23rd, 2025, from 12:03 p.m. until 12:57 p.m., some Registration Tools in TUportal displayed an internal systerm error message. IT Services has resolved the issue. If you are still seeing an error message, please sign out and login to TUportal again. 

TeamDynamix to Replace BMC Helix for IT Service Management

Dear Helix Users,

Following a thorough evaluation process, we are excited to announce that TeamDynamix (TDX) will replace BMC Helix (formerly Remedy) as Temple's new IT Service Management (ITSM) platform.

Transition Timeline
We are planning to transition all current teams to TDX in July 2025. We believe this will provide sufficient time for onboarding, training and adoption across campus support teams. Note that BMC Helix will remain accessible through Fall 2025. We will contact you closer to that time with a specific cutoff date.

Communication and Training
We will continue to communicate with you to provide technical assistance, guidance and training as we prepare for this transition.

Status of Current Support Tickets
Rather than migrate data to the new system, we will archive all current support tickets in Helix for future reference.

Helix Support Limitations
Because our primary focus will be on rolling out TDX, Helix support will now be limited to:

• Break/fix issues
• Service catalog item requests for TUhelp
• Queue changes
• Reporting requests

Product Ownership
The ITS Service & Project Management team will have overall responsibility for supporting and managing TDX, ensuring a more flexible and scalable solution for IT and non-IT departments.

• Phase 1 will involve migrating core IT service and incident management functions to TDX. This effort will be led by Sabrina Malfara, Sam Yelman, and Marangelie Vasquez, who will work closely with ITS, school/college IT teams, and administrative departments.
   
• Phase 2 will focus on transitioning to TDX for change management and asset management. (This will occur concurrently with phase 1.)
   
• Paul Zagarella will be in charge of preparing TDX to replace the current change management system.
   
• The ITS Endpoint Engineering and Endpoint Integration Support & Management (EISM) teams will be in charge of researching the TDX asset management features.

Collaboration across teams is key to a smooth transition. More updates and requests for feedback will follow—stay tuned!

Learn More
For more information, please see the recorded presentations given by TDX as part of Temple's evaluation process.

Questions?
We appreciate your cooperation and engagement as we move forward with this important initiative. For questions, please contact us at tdxhelp@temple.edu.

Temple University will be discontinuing alumni access to Microsoft 365 services, which includes TUmail. The change applies to all alumni who graduated more than a year ago.

Access to these services will be removed gradually and in phases with the final phase concluding on May 7, 2025. 

Beyond first year alumni can expect to receive an email with instructions on how to transfer your important files and data approximately one month in advance of your specific service end date.

How exactly will this change affect me?
Once your access to these services is discontinued:  

• Your @temple.edu email address will no longer be valid (i.e., you will not be able to send, receive or view any emails).
• If you stored files in OneDrive, they will be permanently deleted.
• You will no longer have access to Microsoft 365 services (such as Word, Excel, PowerPoint, OneNote, OneDrive, Outlook) from your Temple AccessNet account.  

For the latest updates and instructions on how to prepare for the change, see the TUmail Retirement for Alumni website.

Why is Temple doing this?
We have arrived at this difficult decision after a thorough review of cybersecurity risks, national higher education best practices and email usage rates.

Will I still have access to other alumni resources?
Yes. You will also still have access to a number of alumni resources.

Technical Assistance Needed?
Please contact the Technology Support Center via email at its-alum@temple.edu if you need technical assistance.    

After many years of service, the "compute," "R-studio," and "machine-learning" (gpu.hpc.temple.edu) servers will be retired at the end of the spring semester 2025.

Be sure to retrieve all of your data from these servers as soon as possible. Once the machines are decommissioned, there will be NO extensions or second chances, as the data will no longer be available. This advance notice is being provided to ensure everyone has sufficient time to obtain any needed information.

Please share this information with your colleagues and coworkers, so that they are made aware of this announcement.

At this time there are no plans to provide replacement systems, or funding for new equipment or staffing to offer user support.

Upon decommissioning of the equipment, it will be turned over to the Temple's Computer Recycling Center (CRC).

If you have any questions or concerns, please send email to hpc@temple.edu.