General Questions (Public)

This is a forum for general questions about TeamDynamix products.

Out of Office auto-reply email

Is it possible to auto-reply to email-generated tickets during after hours/out of office/holidays when a department is closed or unavailable? We have a department that would like an automated notification be sent back to users that submit tickets...
1 Answer
Ernesto Sanchez Last activity on 9/23/2020 10:32:10 AM by Richard Atkins

Microsoft Teams TDX application

How can we remove a former TDX Next user from the MS Teams integration? They still show as a registered user but unable to use the application which is good, but want to keep this list cleaned up.
1 Answer
Gary Pitman Last activity on 9/22/2020 1:00:39 PM by Mark Sayers

Workflow Notifications not sending


So I have this test workflow, and I am setting it up to continually send out a notification until the client responds the logic is
1. ticket will goto hold
2. a condition is tested to see if the ticket did goto hold
a. If tick...
1 Answer
Andrey Little Last activity on 9/22/2020 9:56:35 AM by Caitlin Baer

Auto-Generate New Tickets?

Hello.
When the system auto-generates a new ticket from an old closed request the ticket gets assigned directly to the responsible person from the original ticket, and not the group. Is it possible to have it assigned to the GROUP that person...
3 Answers
Tevis Boulware Last activity on 9/4/2020 2:56:11 PM by Tevis Boulware

How to make Questions visible

How can I allow unauthenticated users to ask a question in a client portal? We have adjusted all settings we see that has to do with making "Questions" public.
1 Answer
Luisa Silva Last activity on 9/21/2020 11:06:00 AM by Mark Sayers

Can TDX make outbound HTTP REST calls to other applications?

Is this possible? If so what API calls would I use?
Our infrastructure team uses OpsGenie, We want TDX to make an outbound HTTP REST call to OpsGenie whenever a Major Incident is created. The HTTP REST call from TDX would raise an alert in...
1 Answer
Janet Moore Last activity on 9/21/2020 10:30:41 AM by Mark Sayers

Email Monitor and Automation Rules

Hopefully someone can give me a quick refresh on this area.
I just setup an additional email monitor on an email address and found that the result was a ticket assigned to a different group than defined on the email monitor because an automat...
1 Answer
Kevin Beattie Last activity on 9/21/2020 9:25:17 AM by Caitlin Baer

On Ticket Close.

Is there a way to perform some action with a ticket, like send an email as an example, once the ticket is closed automatically? I understand that Automation Rules can't be used because those only apply when the ticket is created. Is there some &q...
1 Answer
Dallin Cawley Last activity on 9/21/2020 9:59:05 AM by Caitlin Baer

Goals Field not available for some projects

Hello
We have the Goals field. They are available only for a few projects but not for some. Why would that be. We want to use this information for our reporting.
Thanks
Meena
1 Answer
Meena Murali Last activity on 9/18/2020 8:52:19 AM by Carrie Willis

Is there a way to change the type for a custom attribute?

OMG! I hand entered over 200+ choices for a ticket custom attribute and configured the parent matrix and realized the type should be multiselect and not a dropdown. Is there any way I can change the type without deleting everything and starting o...
1 Answer
Edith Murillo Last activity on 9/15/2020 3:29:05 PM by William Cochran

Linking Protected attributes together

Good Afternoon,
I was wondering if it is possible to link protected attributes together? I created two protected attributes and wanted to link the 2nd one to the 1st one, but did not see the 1st protected attribute in the list of parent attri...
1 Answer
Gabriela Barragan Last activity on 9/15/2020 8:13:29 AM by William Cochran

Is there a way to upload the choices to a custom attribute?

Hello, I read there's no limit of choices to add to a custom attribute. If there's over 100 choices to an attribute, is there a way to upload a list of these choices to an attribute?
1 Answer
Edith Murillo Last activity on 9/14/2020 11:57:20 AM by Carrie Willis

Where do I find total estimated hours listed on issues?

I am trying to determine how many hours we have remaining on the project. I entered the estimated time on all issues, however, I can't seem to find where the total is?
Thank You,
Leah deVries
1 Answer
Leah deVries Last activity on 9/14/2020 12:11:33 PM by Carrie Willis

Project Paused

Hello
When I set a project status to paused, how do I get that information on when it was paused, on the project report. Currently I am using the end date to update this.
Thanks
2 Answers
Meena Murali Last activity on 9/14/2020 12:04:33 PM by Carrie Willis

TeamDynamix Ticket Alert

Many of us in IT received a very strange email from our TDX system titled "TeamDynamix Ticket Alert" for a ticket that was closed. Everyone that received this email had absolutely nothing to do with the ticket. No group membership, cont...
3 Answers
David Mitchell Last activity on 9/22/2020 4:15:40 PM by Carrie Willis

Slowdown of TDNext from 11:30pm(eastern) until 11:45pm(eastern)

We have staff that work until midnight eastern time (New York).
One of our analysts reported that he gets a 'slowdown' starting at 11:30pm daily. It lasts approximately 15 min.
Is this when backups begin possibly?
Please let me know. ...
1 Answer
Matthew Casalinuovo Last activity on 9/11/2020 1:32:18 PM by Carrie Willis

Custom report field

I am trying to create a pie chart report where the ticket status is still active, i.e. one of "New", "In Process", "Scheduled", or "Reopened". However, I do not want seperate rows for each of the Status sta...
1 Answer
Mike Ruggiero Last activity on 9/11/2020 8:02:51 AM by William Cochran

Admin as a tab

Hello,

I used to have the "admin" tab as a tab and I accidentally exited out of it. Now I can't get it back as a tab. Is there any way someone could add it back?

Luisa
1 Answer
Luisa Silva Last activity on 9/10/2020 8:53:35 AM by William Cochran

Date and Time Web API

I am attempting to set a Date/Time picker attribute with the Web API. The String used to set it is as follows....
2020-09-14T08:15:00-07:00
per the guidelines in this article....
https://stfx.teamdynamix.com/TDWebApi/Home/AboutDates
...
1 Answer
Dallin Cawley Last activity on 9/10/2020 9:04:07 AM by William Cochran

Report URL include page size of All

do you know if there is a variable that we can add to the end of the URL that would allow us to run a report and show all of the items?
when we run this report we would like to list all of the items it returns.
much like it talks in thi...
1 Answer
Kevin Cook Last activity on 9/10/2020 8:51:43 AM by William Cochran

Response and Resolution Times

How are SLA response and resolution ticket times calculated? Using actual hours/minutes or using working hours/minutes?
1 Answer
David Felsing Last activity on 9/8/2020 1:38:54 PM by William Cochran

Office 365 Group Email Monitor set up

Hello,
We are trying to set up an email monitor using an Office 365 Group email address. O365 Group emails do not allow the creation of folders in the same way as a traditional email inbox. Can you provide guidance on how to deal with the Mon...
1 Answer
Erin Tramble Last activity on 9/9/2020 10:58:12 AM by Erin Tramble

Auto-Populating a date after a client selects a "Due Date' within a form

I was wondering if it is possible to auto-populate a date after a client selects a "due date" from a request form. For example, if a user requests an email to be sent to constituents and says the email is sending on a specific date usin...
1 Answer
Thomas Horner Last activity on 9/8/2020 11:27:21 AM by Caitlin Baer

Reporting on Likes made to Feed Entries

We have a few supervisors interested in either reporting on, or simply having a way to view, the Likes that their staff leaves on comments in ticket feeds. When looking at a users Feed history via Ticketing App > Groups > [group name] > ...
1 Answer
Steve Aker Last activity on 9/8/2020 10:55:55 AM by William Cochran

Bearer token and API use

We were asked regarding a 3rd party application that can send http requests but apparently can't receive responses - so it can't retrieve a "Bearer" token to include in create/update requests to TeamDynamix.
Is there a way to create...
1 Answer
David Durling Last activity on 9/4/2020 2:31:39 PM by Mark Sayers

Additional Resources

Popular Tags