Questions

email-notification Clear Tag Filter

Emails that come into a TDX ticketing email monitor

We receive many emails that are sent to TDX ticketing monitored email accounts here, and thus become tickets. Often, the sending email account is NOT the user's Alert/Notification Email account, but is either their Alt Email account or their Pri...
1 Answer
Jon Ricketson Last activity on 12/1/2023 9:35:01 AM by Brittany Renn

Technician Not Notified Upon Ticket Creation

We have created a ticket type and assigned a group to receive notifications as the primary reviewers of the type, but one of the technicians that is a member of the group is not receiving email notifications when tickets of the type are created. ...
1 Answer
Anderson Hanchett Last activity on 7/27/2023 9:19:34 AM by Brittany Renn

Custom Workflow Notifications for Non-Technicians

Hello, TDX Team:
I am working on a workflow that sends a notification to a hard-coded email address. The built-in notification step on workflows does not allow the addition of specific recipients if they do not have access to the ticketing ap...
1 Answer
Anderson Hanchett Last activity on 4/19/2023 1:18:34 PM by Mark Sayers

Difference between ModifiedDate and UpdateCreatedDate?

Some default notification templates include both the UpdateCreatedDate and ModifiedDate variables, while others only include one. What is the difference between the two?
1 Answer
Theo Kell Last activity on 2/1/2023 8:56:06 AM by Brittany Renn

Ticket Notification Templates missing

I'm trying to customize the notification emails that are sent out alongside tickets, I appear to be missing a few. The template I can't see is Service Request Task Assignment (Ticketing User).
Is this not supposed to be customizable or is the...
1 Answer
Harrison Fleisher Last activity on 1/20/2023 1:32:51 PM by Mark Sayers

Facilities Building Services Automated Ticket Notifications

As a Facilities Associate I want to receive an automated text message when an after hours Ticket is created.
As a Facilities Associate I want to receive an automated email when an after hours Ticket is created.
1 Answer
Joe Ostuni Last activity on 12/22/2021 4:54:56 PM by Mark Sayers

Email correspondence

Hello all,
As we build out ticketing systems across our organization, I am concerned that we will be using the same servicedesk email address that will be associated, by users, with our IT service desk.
For example, when we have a new de...
1 Answer
Robert Kelly Last activity on 10/13/2021 4:15:08 PM by Mark Sayers

Sender from ticket notifications

Hi there,
Is there a way to change the sender of an email notification from the user who submitted the request to our email monitor account? Before this week, it was using the email monitor account we set up as the sender, but now all notific...
1 Answer
Jack Chou Last activity on 7/6/2021 5:26:19 PM by Mark Sayers

Adding Contacts to workflow notification

I'm working to set up a workflow for change requests and would like to be able to include all the contacts listed on a ticket in the workflow notifications. I'm not seeing a way to include them using the Recipient or Fallback roles. Would this be...
1 Answer
David Robertson Last activity on 3/18/2021 9:04:20 AM by Mark Sayers

including KB articles in default ticket notifications

Is there a way to get the default system ticket notifications to include any attached KB articles? Seems like it would be extra work to attach them separately and send the user a separate notification. Since KB articles can be linked by default i...
1 Answer
Becky Klein Last activity on 3/10/2020 12:39:02 PM by Mark Sayers

Assign a requestor's primary group as responsible

I am working on change management notifications. Our current tool allows us to notify the primary group the requestor is part of when they submit an RFC. I'd like to do the same, but there doesn't seem to be a way to without a web service. How wo...
1 Answer
David Robertson Last activity on 2/4/2020 11:55:26 AM by Mark Sayers

Associated KB articles not appearing in Ticket Updated notifications

When we use the "Knowledge Base Article" out-of-the-box attribute to associate a KB article when updating a ticket, and choose to notify the Requestor (or anyone for that matter), the resulting email simply says that the KB article was ...
3 Answers
Ryan Miranda Last activity on 6/14/2018 1:59:34 PM by Mark Sayers

Card Wall Notifications

Hello!
When a card wall is created, and a responsible individual is assigned to an item on the card wall, do they receive an email notification that they've had an item assigned to them?
Thanks!
3 Answers
Brian Pederson Last activity on 11/14/2017 10:01:17 AM by Mark Sayers

Email notifications to clients

In our old ITSM solution we were able to send very tailored email notifications to technicians and clients based on the form that was completed. Is that possible in TDX, or how have people been handling this?
Example: We have a VPN request an...
1 Answer
Denise Nelson Last activity on 9/20/2017 12:03:24 PM by Mark Sayers

Who gets TeamDynamix outage messages?

Who gets service outage email notifications from TeamDynamix such as the one sent today (Amazon Web Services S3 outage)? Only a certain subset of people at our university get them. I want to find out how to have others get the notifications. Than...
1 Answer
Greg Van De Mark Last activity on 9/15/2017 10:35:58 AM by Mark Sayers

How do I add approval comments to the project request approved notification template?

After a project request is approved, the requester receives the default email notification indicating that their project has been approved. However, the person approving the step has an option to enter in text before approving the request and thi...
2 Answers
Ayla Parker Last activity on 8/2/2017 3:38:25 PM by Mark Sayers

New Incident Email notifications and attachments

There are times when we create a new incident in an application for an individual who does not have access to TD and we notify them through their email. In this email we often have attachments we would like them to see, but the attachments don't...
1 Answer
Alex Plitt Last activity on 4/13/2017 9:51:28 AM by Mark Sayers

Change in IP address for email notifications?

Our postmaster is reporting that email notifications from TD seem to be coming from addresses in the range of 54.240.8.*, which is not within the list of whitelisted addresses at https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=6725. Is...
1 Answer
William Dowd Last activity on 11/10/2016 12:34:07 PM by Mark Sayers

Workflow notifications

We just migrated to the SAAS server and we have not received notifications
on the Library & IT project workflow.

In our old environment everyone assigned to the step would get an email
when a project was submitted.

Am I missing a...
1 Answer
Lisa Veloz Last activity on 10/24/2016 10:43:28 AM by Mark Sayers

Who Received Reminder Emails to Update Project Status?

Who is targeted to receive the email reminders that are set up under Project Update Schedule? Primary and alternate project managers? Anyone else? Do we have the ability to control the distribution (not seeing anything in this regard)?

Thanks,
1 Answer
Tom Morgan Last activity on 10/19/2016 11:38:35 AM by Mark Sayers