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Responsibility Assignment Behavior

Hi All,
A manager would like the desired functionality.
A ticket should have two responsible fields: one for the Responsible Group and another for the Responsible Person (from within the group).
The behavior is identical to Location/L...
1 Answer
Steve Cade Last activity on 2/16/2024 1:14:06 PM by Brittany Renn

Tickets API Responsible Fields

ResponsibleUid
ResponsibleFullName
ResponsibleEmail
These are the parameters used by TDX API during ticket creation to set Responsible person.
https://help.uillinois.edu/SBTDWebApi/Home/type/TeamDynamix.Api.Tickets.Ticket
Is there...
2 Answers
Tamara Buch Last activity on 2/14/2024 9:01:56 AM by Mark Sayers

Setting responsibility on a ticket after moving it to another app via workflow

I've been working on getting a workflow set up that moves a ticket from one ticketing app to another, but I'm running in to some issues with patching the responsibility in that same workflow.
I set up one web service method to move the ticket...
1 Answer
Curt Stewart Last activity on 10/18/2021 11:25:09 AM by Mark Sayers

Mass Assign or Reassign Tickets

Hi there,
I couldn't find an answer to this.
Is it possible to do a mass re-assignment of tickets?
Scenario: We have a technician who left our employment suddenly and there were a large number of tickets with that technician as the pr...
1 Answer
Damon Stennett Last activity on 9/7/2021 1:57:31 PM by Mark Sayers

Ticket Workflow Approval Step requiring 2 votes to approve went to next step with only 1 vote

I'm in the process of creating a new workflow. It contains an approval step using Vote approval mode. It requires 2 votes to approve and 1 to reject. In my test the ticket was assigned to a responsible group but did not have a responsible indi...
3 Answers
Kimberly Lawrence Last activity on 1/13/2019 9:20:08 PM by Kimberly Lawrence

Any way to assign ticket to the Current User automatically without Ticket Template?

Looking for a replacement option for the "Creator" checkbox offered under the Responsible field in Ticket Templates, which assigns the ticket to the person creating it.
Is there a way to do something like that with Forms? There isn...
5 Answers
David Durling Last activity on 8/30/2018 12:57:52 PM by Mark Sayers

Ticket Responsibility

I created a ticket type. I assigned a default responsibility. I create a service associated with the ticket type. I create a form for the service. Submit test ticket, responsibility is NOT assigned by default. What am I missing?

When I inclu...
10 Answers
Will Turek Last activity on 1/26/2017 1:48:37 PM by Mark Sayers

person in a group and not in a group

We set a user up in TDHE into a group:

Admin > Users > (User) > Groups

We put him in the 'Endpoint Management' group and have set that as his primary group.

When we run ticketing reports, he is not showing up in group report...
1 Answer
Greg Van De Mark Last activity on 9/9/2014 5:14:34 PM by Drake Sigler