Questions

iPaaS Run Flow: Manually from within TDX iPaaS

I'd like to run one of my flows manually, but without having to key in each field in the Flow Input, but instead, copy and paste the JSON data to run. Is this possible?

1 Answer

Tyler Duncan Last activity on 2/21/2022 1:41:46 PM by Mark Sayers

change Management

We are using Change management and have a classification for Emergency Changes... something that is critical and needs to be done immediately and all technicians get notified via email in our work flow. Our problem is the emails look identical to...

1 Answer

Scott Tilghman Last activity on 2/18/2022 1:50:50 PM by Mark Sayers

Maintenance Release Notes

Is there any way to subscribe to receive email notifications when maintenance release notes are added? We've mostly monitored this manually in the past and wanted to make sure there wasn't another way.
Thanks!

1 Answer

Nick Nunn Last activity on 2/18/2022 9:34:30 AM by Mark Sayers

TDX Workflow Capabilities

When a user completes the admin request form, I want them to complete training and take a quiz certifying they understand. Is there is a way I can incorporate a method of asking questions, like a quiz? The workflow I am thinking of goes like this...

1 Answer

Valencia Ingram Last activity on 2/17/2022 12:26:13 PM by Mark Sayers

Maximum number of choices in a drop down custom attribute

Hi guys,
What's the maximum number of choices we can have for a drop down custom attribute?
Thanks,
Erin

1 Answer

Erin Tramble Last activity on 2/16/2022 3:51:11 PM by Mark Sayers

Configure security role that can only edit Custom Attributes?

Hi,
We're setting up a new department with its own TDx ticketing application. They have a need to manage the content some of their own custom attributes (think: drop down list options for approved textbooks.) Is there a way to set up a user s...

1 Answer

Erin Tramble Last activity on 2/16/2022 3:50:09 PM by Mark Sayers

Workflow approval step

It is possible that when an approval step is approved that it is changing the status of the ticket itself.
I did not think that this occurred, but I have reports that it is happening.

1 Answer

Mathew Chandler Last activity on 2/15/2022 10:54:53 PM by Mark Sayers

Reporting on Survey Responses by Ticket Source

We are looking to report on our survey responses based on the source of the associated ticket (chat, email, phone, etc.). I don't see an option for Source under parent ticket when doing a report from the Survey Response report source. Is there an...

1 Answer

Steve Aker Last activity on 2/15/2022 4:05:02 PM by Mark Sayers

Automatically set the Primary Responsibility to Group Manager

When creating a Ticket form, we set a default "Responsible" value to a group, is there also a way to automatically set the "Primary Responsibility" to the manager of the group instead of having that value stay 'Unassigned'?

I would think thi...

1 Answer

Nathan Ignatz Last activity on 2/16/2022 11:19:05 AM by Mark Sayers

Can a report be created to see if a user updated a ticket at least once?

Is there a way to get a report from TDx that would show the number of tickets that a particular user had at least one update? I know you can report on "modified by" but I believe that is only the last user to modify the ticket and not a check of ...

2 Answers

Phuong Hoang Last activity on 2/11/2022 2:55:33 PM by Becky Klein

Configuration Item Relationships

I am somewhat new to CMDB configuration and I have a request that I am not sure can be done.
I have a User that wants to be able to create relationships between Configuration Items. Is this possible and if so, how is it done (what needs to b...

1 Answer

Mathew Chandler Last activity on 2/11/2022 12:29:24 PM by Mark Sayers

Checkbox with text option

Is there a way to have a checkbox field to include user text input? Example: Requesting technology...select the type of technology needed (provided option) and an area is needed to enter quantity or other details regarding selection.

1 Answer

Lori Brinkhus Last activity on 2/11/2022 11:20:52 AM by Mark Sayers

Classification API

I am trying to test the API /api/{appId}/tickets/{id}/classification?newClassificationId={newClassificationId} but I am getting the error "403 ForbiddenYou do not have permission to change this ticket's classification."
My Web Service account...

1 Answer

Bobby Jones Last activity on 2/11/2022 9:18:10 AM by Mark Sayers

impersonate a user

Hello,
Is there a way to impersonate a TDX user to see what access/apps they have as an admin?

Thanks,
Ami

1 Answer

Ami Trivedi Last activity on 2/10/2022 3:04:04 PM by Mark Sayers

Multi-select custom attribute not showing all possible choices

I have a form with a multi-select custom attribute. I initially created it with just a few of the choices and now I have updated it with the remaining choice options. Is there a trick for getting the form to refresh that field so that the newly a...

1 Answer

Bobby Jones Last activity on 2/10/2022 12:07:13 PM by Mark Sayers

Projects Created through Intake Requests

Hello
I want to create a report which has the list of projects that have been created through Intake Requests. Also include date when the request was submitted and the date it was approved.
Can I run such a report.
Thanks

1 Answer

Meena Murali Last activity on 2/10/2022 9:16:42 AM by Mark Sayers

Warn of ticket assignment when technician Away/Sick/Etc.

We're trying to find a way to manage our planned and unplanned absenteeism to make sure that urgent tickets don't get assigned to someone who's unavailable.
It appears this is handled quite while within PM, but I can't see to find a way to ha...

1 Answer

Jason Clark Last activity on 2/9/2022 3:13:32 PM by Mark Sayers

Approve or Reject Item

Please explain how the approved item or reject item is used in the Approval step.

1 Answer

Valencia Ingram Last activity on 2/9/2022 1:43:58 PM by Mark Sayers

Workflow Task Step

I created a new application. Within the application, I created a workflow. The task step is not showing any employees or groups that I can assign the task. All of the other steps I have added allowed me to add a responsible person or role. What c...

1 Answer

Valencia Ingram Last activity on 2/9/2022 11:51:32 AM by Mark Sayers

API Ticket Creation

I am able to use the tickets API to create a ticket using the appropriate form ID. This form has some custom attributes with default values.
When I view the ticket details in TDNext as a Tech or in Client as the Requestor, the ticket doesn't ...

1 Answer

Bobby Jones Last activity on 2/8/2022 4:20:46 PM by Mark Sayers

Using same mailbox for app-level email and replies?

So far, we have always configured a separate email reply monitor from the email monitor(s). As we move to app-specific email configurations - ticketins apps will have their own from address, email monitors, and reply address. Is it possible to us...

1 Answer

Bob Black Last activity on 2/8/2022 12:41:27 PM by Mark Sayers

Mixed environment for technicians supporting the same customers

What's the best approach for this situation:
Common customers where some support personnel are in the organization and setup a technicians in TDX and others, who support the same customers, are not technicians in TDX. For example: 3 technician...

1 Answer

Robert Kelly Last activity on 2/8/2022 11:53:13 AM by Mark Sayers

What is "Read By" based upon?

We noticed our tickets show "Read By" a number of technicians, even though most of those users never read the ticket. Why is that?

1 Answer

Scott Cory Last activity on 2/8/2022 9:04:15 AM by Mark Sayers

Is there a way to mark a ticket unread in list view?

Hello,
Tickets in list view are bold and once read by the user or an email, the ticket is marked read and is not bold anymore. Is there a way to manually mark these as bold or unread again?
Thanks.
Phuong

1 Answer

Phuong Hoang Last activity on 2/7/2022 12:33:59 PM by Mark Sayers

Weird SLA Violation

Please see the attached. Can you explain why the SLA was violated on this ticket? Is it because on 2/3/2022 the state transitioned from "On Hold" to "Closed" without going through "In Process"?
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 2/4/2022 11:45:17 AM by Tevis Boulware

Questions

Categories View All Categories

Popular Tags