Metric for time spent in "In Process" status

Hi there,
I am trying to create a report to track the amount of time a user spent between when the ticket first responded and first resolved. I tried the "Init Respond to Init Resolve (Op)", but that also includes "On Hold"...
0 Answers
Jack Chou Last activity on 3/5/2021 5:27:53 PM by Jack Chou

Adding Contacts to a Ticket?

Hello, as a ticket application Admin, with full security role permissions I can add any Contact to a ticket in that ticketing application, even if the added person does not have access to that ticketing application (e.g. clients).
However, te...
1 Answer
Tevis Boulware Last activity on 3/5/2021 2:15:55 PM by Mark Sayers

Ordering/configuring multiple approval steps in a approval workflow

Is there any way where the workflow can send mutliple approval steps to different approvers at one single time and not one after the other?
How we currently have a typical workflow approval set up: Approver 1 -> Approver 2 -&...
1 Answer
Gabriela Barragan Last activity on 3/4/2021 4:46:56 PM by Mark Sayers

Email Monitor with M365 not activating

We seem to be missing something in our setup somewhere. We have a working OAuth 2.0 IMAP connection, with confirmed tokens. The email monitor auth account is successful and active. However, when we setup a mailbox to monitor and select that auth ...
2 Answers
Jason Pelletier Last activity on 3/4/2021 4:21:08 PM by Jason Pelletier

Set "ILike" for a feed update item

Just curious…how, using the TDX API, would I set the "ILike" data value in a TDX feed item update?
2 Answers
Richard Wolf Last activity on 3/4/2021 2:21:13 PM by Richard Wolf

What is the Email Monitor on Accounts listing?

Looking at my list of accounts in Admin, what does the number in the column "Email Monitor" represent?
3 Answers
Bobby Jones Last activity on 3/4/2021 9:31:39 AM by Mark Sayers

"Flagged by" report filtering

I am trying to create a report that will filter any tickets that have been flagged by a specific individual. under the "Add filtering to your report" I am able to use the "Flagged By" default attribute to filter, but in the &q...
1 Answer
Nathan Duncan Last activity on 3/4/2021 9:09:28 AM by Mark Sayers

Requesting a service from a Knowledge Base article

I'd like to create knowledge base articles that could have a "Help me with this" type of link to a service. Is there a way other than inserting a link to the desired service in the article?
2 Answers
Mike Chalenburg Last activity on 3/2/2021 2:46:52 PM by Mike Chalenburg

Editing feed updates

Is there a way to edit a feed entry by the person updating the ticket? There are times when we hit save and realize we've made an entry that is incorrect and could impact the entire meaning of the update due to one typo (i.e. now instead of not)...
1 Answer
Peggy Harrison Last activity on 3/1/2021 2:54:13 PM by Mark Sayers

Mass Update of Asset Fields

I'm pretty sure this isn't something we'd be able to do, but I want to confirm. We are looking at changing the naming structure we have used on assets, and possibly changing other fields on the asset form as well. We are looking to se...
1 Answer
Annie Kujawa Last activity on 3/1/2021 1:46:50 PM by Mark Sayers

Workflow Notifications

Can someone who does not have access to an application, receive a notification from a notification step within a workflow in that application? We want to make sure that people are being notified of activities through the workflow, but not allow t...
1 Answer
Christopher Wagner Last activity on 3/1/2021 10:09:51 AM by Mark Sayers

Can't find how to Create Blackout Windows


I was watching a guide on Blackout Windows and Maintenance Windows and I'm not able to find the option to add Blackout Windows.
Here's a link to the KB that I'm trying to follow:
2 Answers
Annie Kujawa Last activity on 2/26/2021 5:36:19 PM by Annie Kujawa

Survey Follow up checkbox

Is there a way to have a follow up check box or field that is hidden to the user but available to the admin so that they can record whether a follow up was made on a negative survey?
1 Answer
Cid Cardoz Last activity on 2/25/2021 4:00:03 PM by Mark Sayers

Tracking Software Licenses

We're exploring tracking software licenses within TDX. My initial thought was to create an application CI type and license CI type, and populate with CIs so I can have a relationship between them. But I'm coming across a few things th...
1 Answer
Annie Kujawa Last activity on 2/25/2021 2:55:16 PM by Mark Sayers

Priority ID in Web Service

I have a web service that creates a ticket in another application. We would like to pass the priority as set in the first ticket to the same priority in the new ticket. I am not seeing PriorityID as an option to add as a parameter to my web ser...
1 Answer
Annette Howard Last activity on 2/24/2021 12:48:12 PM by Mark Sayers

Accessing JSON Object Arrays

Hello. We have a workflow that creates a ticket in the "source" ticketing application and then creates a supporting ticket in a second "target" application. When we create the source ticket, we add Contacts to the ticket tha...
2 Answers
Tevis Boulware Last activity on 2/24/2021 10:26:31 AM by Mark Sayers

Feasibility of Creating a Form to Serve Account Holders and Public Users

We have a service unit that will log call data TDX account holders and public callers. Is it possible to create one form that can capture calls from account holders and public callers, the form is either hidden from everyone except technicians, a...
1 Answer
Derrick Hargrove Last activity on 2/22/2021 4:12:33 PM by Mark Sayers

Ability to Assign Responsibility when updating the status of a ticket

Is it possible to update the responsibility of an unassigned ticket to a resource that may have updated or changed the status of a ticket after using the Actions button or Using the Update button just above the ticket feed?
1 Answer
Tom Birmingham Last activity on 2/22/2021 1:48:11 PM by Mark Sayers

New Incident Assigning Responsibility to current by default

Is there a way that when a new ticket is created that by default the current person putting in the ticket is the responsible person?
1 Answer
Cid Cardoz Last activity on 2/22/2021 1:45:53 PM by Mark Sayers

Update User Names

Our user names need to change in TDX. What would the best approach be thru the web API's to do this. It is my understanding that the username cannot be updated thru the API's only the authentication username , but it can be done manually. Doing...
1 Answer
Wayne Cowley Last activity on 2/22/2021 1:04:17 PM by Mark Sayers

License level for Analysis Application

We have a user that would like to have the analysis application. I know if our admin gives enterprise license then they can have analysis. However I would really like to limit what this user can do and not do. He would like to run reports for the...
1 Answer
Luecrita Haraughty Last activity on 2/19/2021 5:07:11 PM by Mark Sayers

Client Portal Page Link to different Client Portal

We've just introduced a second client portal at our institution. Because both the IT team and the new team work closely together, the preference is to have a link to one another's Client Portal on each page. To keep it clean, the preference would...
1 Answer
Kelly Webber Last activity on 2/19/2021 12:06:31 PM by Mark Sayers

Public Cardwall Visibility?

Is there anyway to make a cardwall public facing? Or at least viewable by all client users?
1 Answer
David Underwood Last activity on 2/18/2021 11:35:26 AM by Mark Sayers

Blackout Windows in 11.2

I watched the KB article on Blackout and Maintenance Windows, but from an earlier version (, when I try to follow my Asset application does not have a Blackout Window option in my ...
1 Answer
David Robertson Last activity on 2/18/2021 9:20:09 AM by Mark Sayers

Is there a way to report all tickets I'ver modified in a certain amount of time (day, week, etc)?

The report that I've made runs that type of report just fine, but if someone modifies the ticket (even a comment) it no longer shows up in the results. I want to use this to tally total daily touched tickets.
1 Answer
Don Howard Last activity on 2/18/2021 9:06:59 AM by Mark Sayers

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