Information Technology support teams across Cornell will soon have access to new AI-powered capabilities within TeamDynamix designed to help streamline ticket management and reduce time spent on routine tasks. The university has licensed TeamDynamix AI ITSM (formerly called AI Service Assist) for IT at Cornell use.

The feature can help technical support staff by recommending ticket field values, suggesting solutions, summarizing information, and surfacing relevant knowledge resources to support faster issue resolution. 

Embedded directly within the TeamDynamix platform, the tool helps front-line support staff work more efficiently while maintaining human oversight and decision-making. Broader adoption and future alignment with university service management practices will be evaluated as use of the tool expands.