Questions

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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

Reassign Responsibility of ticket in Workflow

Is there a way to reassign the "Responsibility" attribute for a ticket working it's way through the work flow? Let's say that if the requester meets a specific condition reassign the responsible party to another person?
1 Answer
Dallin Cawley Last activity on 8/10/2020 4:08:09 PM by Mark Sayers

Creating a Ticketing Application

Creating a ticketing application requires a selection of the require field "Purpose". Is there a place to add/change/remove the elements on that list so that it more closely aligns with our organizational structure?
1 Answer
Jack Gallemore Last activity on 7/31/2020 3:56:09 PM by Mark Sayers

Deleting a Task Template or Task from a Ticket

Is there a way to delete a task template that was accidentally assigned to a ticket, or delete individual tasks from a ticket that were not intended to be assigned?
1 Answer
Alexis Guthery Last activity on 3/5/2020 9:39:46 AM by Mark Sayers

Ticket IDs continuously incrementing

Can you confirm that ticket IDs (and project IDs & Task IDs) are never re-used? I can't imagine that they are, not even if a ticket/etc. is deleted, but since the concern came up with some api work here, I said I would confirm that the numbe...
1 Answer
David Durling Last activity on 10/22/2019 4:21:02 PM by Mark Sayers

Ticket Search API - Is it possible to retrieve task info from a ticket api call?

I notice when I search for tickest using the API I see one of the properties returned is "Tasks", but it appears the array is null even if the ticket has sub-tasks.
Is there any way to retrieve any information about the sub-tasks or...
1 Answer
Craig Sorensen Last activity on 10/11/2019 9:16:36 AM by Mark Sayers

Ticket Search API - Search options do not filter results?

I'm attempting to use the ticket API to search for tickets that meet the following criteria:
POST - https://api.teamdynamix.com/TDWebApi/api/{{app}}/tickets/search
{
"TypeName": "IT Professional Services",
...
2 Answers
Craig Sorensen Last activity on 9/26/2019 11:51:32 AM by Mark Sayers

tickets: actions > "take service request" or "take incident"

I think we are following ITIL, in that we assign a ticket to a team and put the ticket into an "open" status. When an individual is assigned, we put the ticket into "in process" status. Moving an open/team ticket to an in proc...
1 Answer
Greg Van De Mark Last activity on 9/17/2019 2:43:55 PM by Mark Sayers

childTicketIds must not be null

making a request to the endpoint
https://api.teamdynamix.com/TDWebApi/api/50/tickets/{parentid}/children
with the json body
{
"childTicketIds": [{childid}]
}
produces an http 400 error and the following message ...
3 Answers
Hayden Fogle Last activity on 7/2/2019 2:42:12 PM by Mark Sayers

Convert Ticket to Project Issue

We had a Problem ticket opened up that really needed to be made into a project. I'm in the process of doing that, but i really need to convert a bunch of child tickets that were created into Issues, but I don't see how to do that. Is there a way?
2 Answers
Lucinda Poe Last activity on 6/5/2019 11:37:04 AM by Lucinda Poe

Editing How Tickets Print?

Hello
I was wondering if it is possible to change the print view of a ticket in TDNext? There is a lot of information on the printable tickets that is not relevant.
One of our departments only has a few technicians with access to TDNext. ...
1 Answer
Alexander Kennedy Last activity on 3/15/2019 12:20:25 PM by Mark Sayers

Unable to create ticket attribute with dependency of text box type field

I'm trying to create a form with a custom attribute that should only display when the project budget exceeds a certain dollar threshold. I've got a custom attribute for the budget which is a text box set to a decimal value. I'm unable to select...
1 Answer
Kimberly Lawrence Last activity on 12/3/2018 12:02:15 PM by Mark Sayers

Use API to Determine if Ticket Converted to Project

I'm trying to use the API to determine if a ticket has been converted to a project/project request. When I attempt to view a ticket through the TeamDynamix application, I get a message that reads something like this:
Service Request 123456 (...
1 Answer
Ken Flerlage Last activity on 11/14/2018 1:26:34 PM by Mark Sayers

Team dynamix API ticket search returning extra values

I am performing a search to the ulr https://api.teamdynamix.com/TDWebApi/api/50/tickets/search
with the json body of
{
"MaxResults": 0,
"SourceIDs": [0],
"TypeIDs": [24774,2373...
2 Answers
Hayden Fogle Last activity on 11/1/2018 1:58:16 PM by Mark Sayers

Client Portal: Remove Update Button?

Can the update button in the client portal be removed or can ticket statuses be configured so that client portal users cannot update it? Customers are updating ticket statuses to values that are not appropriate.
In https://solutions.teamdyna...
2 Answers
Greg Van De Mark Last activity on 9/12/2018 3:59:55 PM by Greg Van De Mark

Read By Email

Does it count you as reading the ticket if you read the ticket via your email and do not click on the ticket link within the email? this question was raised during our 6 month review of TDX this week.

Thanks,
Vanessa Maulden
Tro...
3 Answers
Vanessa Maulden Last activity on 7/27/2018 1:59:13 PM by Mark Sayers

Bulk close tickets using ticket filter

Based on the answer to this question (https://solutions.teamdynamix.com/TDClient/Forums/Questions/Details?ID=112208), we'd like to set up a global saved search to facilitate batch closing tickets that are in a resolved status and haven't been m...
1 Answer
Greg Van De Mark Last activity on 6/22/2018 10:46:13 AM by Mark Sayers

Getting just the Ticket ID from the Response Body after a Web Service Method

Hello,
Is it possible to turn the Response Body from a previous web-services call back into a JSON object so we can access specific attributes of the object?
In this case I am creating a ticket in another Ticking Application, and the Resp...
3 Answers
Robert Howe Last activity on 6/5/2018 2:58:37 PM by Mark Sayers

Ticket form not showing in TDNext "+New" dropdown

I created a new form in my ticketing application.
It is set as follows:
Classification Active Configured Pinned Default Change True True False False However, it...
1 Answer
Peter Mosinskis Last activity on 4/4/2018 8:25:12 PM by Peter Mosinskis

Change ticket classification not available - due to workflow on a ticket?

A colleague and I are trying to change the classification on a ticket, but don't have that option on a ticket.
That ticket has a workflow attached to it. Is that impacting our ability to change the classification on a ticket?
Thanks.
1 Answer
Lucas Friedrichsen Last activity on 3/14/2018 1:28:21 PM by Mark Sayers

API Update Error

Good Afternoon,

We are currently utilizing the Ticket API to update some ticket details. However, there is one ticket (4669165) where we are unable to update the information. The API responds with "You do not have the ability to edi...
6 Answers
Bill MacKenzie Last activity on 2/13/2018 4:23:16 PM by Mark Sayers

Ticket Count in Services (link out vs. request)

When creating a report to see the Ticket Count of a Service, does it count when the Service is just a link to another site, or does it only count when a user submits a request through an active Form? We are trying to determine if one of our Servi...
1 Answer
Mark Sayers Last activity on 12/22/2017 2:55:50 PM by Mark Sayers

How do I stop a user from receiving Ticket Alerts that is no longer a TD Technician?

How do I stop a previous technician from receiving Ticket Alerts?

If I convert this person from Client to Customer, will this break the Ticket Alerts?
1 Answer
Mark Sayers Last activity on 12/19/2017 1:24:40 PM by Mark Sayers

Ticket Workflows vs. Ticket Task Templates

I am trying to determine what workflows will gain me over ticket task templates. Based on what I know now, I can use either method:
1) I can associate a workflow to a service.
2) When a ticket is created, people who are responsible for the ...
1 Answer
Greg Van De Mark Last activity on 12/13/2017 1:55:55 PM by Mark Sayers

Close a ticket via email

Can you close a ticket by responding to one of the automatically generated emails, we have technicians asking about this feature?
1 Answer
Denise Nelson Last activity on 9/20/2017 12:05:53 PM by Mark Sayers

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