Questions

notification Clear Tag Filter

Workflow notifications sent twice

Notifications within a workflow on a new app we deployed are sending twice. When the notification step plays through, it sends the notification to the recipient twice within a minute of each other. Is there a setting I'm overlooking or anything e...
1 Answer
Christopher Wagner Last activity on 8/6/2020 1:37:43 PM by Mark Sayers

Workflow Notifications Not Showing Feed

Why are workflow notifications not shown in the Feed of the ticket? I would like to see evidence that the notification was sent and who it was sent to.
2 Answers
Thomas Stockwell Last activity on 7/30/2020 11:47:10 AM by Thomas Stockwell

Approval notification to client users

I'm using a ticketing workflow to have a ticket approved and once approved I want the requestor, a client user, to be notified who approved it and what time it was approved. That information is in the feed but is private so if I could make it no...
1 Answer
Kimberly Lawrence Last activity on 5/15/2020 3:04:36 PM by Mark Sayers

Ticket/Project Communication

Another TDX philosophy question...
For tickets,
How does TeamDynamix recommend letting regular people know of changes to the ticket? How does TeamDynamix recommend letting insider/technical people communicate with each other so that...
1 Answer
Greg Van De Mark Last activity on 7/24/2019 9:22:22 AM by Mark Sayers

Custom Attributes in a Notification

We have added a notification in our workflow for our directory services. However some of the custom attributes are not showing in the email. The attributes are are client visible, but still not showing.
1 Answer
Denise Nelson Last activity on 7/1/2019 3:27:44 PM by Mark Sayers

Notification Step "Custom Attributes"

https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=9157 I wanted to make sure I understand this correctly. Does this article say that through the new notification workflow step that I can now send a communication from a template that I...
1 Answer
Alex Oquendo Last activity on 6/27/2019 2:21:03 PM by Mark Sayers

Suppressing workflow status email notifications

Is there any way to suppress or work around the notifications that go the Creator & Requestor when a workflow approval or rejection changes the ticket Status? I know we can use a web service to change the status instead, but we want the stat...
1 Answer
David Durling Last activity on 5/18/2018 3:21:03 PM by Mark Sayers


Resource auto-notification for project plan task assignment

Is there any easy way to auto-notify people when they are assigned to a task in the plan?
1 Answer
Mark Sayers Last activity on 5/1/2018 4:12:50 PM by Mark Sayers

Store images for email notifications

Hello,

We are improving our notification templates that are driving the emails sent out to our users. I would like to include an image within one of the notifications. Is there a place in TDX that I can store images and reference the URL fro...
1 Answer
Mark Sayers Last activity on 10/6/2017 4:38:55 PM 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

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

Issue Notification Question

On the Issue form, the Notification field has a blue icon for "Notify All Users". Is this new? I don't get involved much with issues but I don't remember seeing it.

In any event, it looks like it has the potential to be a real spam...
1 Answer
Tom Morgan Last activity on 12/12/2016 10:19:07 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

Using Custom Attributes in Notification Templates

Is the Custom Attribute template tag tied to the custom attributes that are created for tickets? If so, how does one use that tag to grab one of the custom attributes? The directions in the help text aren't helpful.
5 Answers
Ron Vallejo Last activity on 3/30/2018 7:34:34 PM by Matt 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

Notifications for replies to ticket creation email

I've read the KB article here: https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=4124 but I'm still a bit confused.

For example, on ticket 2124175:

1. The email service created the ticket and a notification was sent to the ...
1 Answer
Jackson Potter Last activity on 10/6/2016 2:36:15 PM by Mark Sayers

How to keep reviewer (or other group/person on ticket) from being notified unless specifically selected to notify via a comment?

Is there a way to only notify a user or group when specifically selected via a comment? I'm trying specifically prevent email replies to the ticket from going to this user.
I was hoping that putting the user as a Reviewer might do it. This ...
5 Answers
David Durling Last activity on 9/19/2016 12:46:37 PM by Mark Sayers

How to notify Resp Group when a ticket is approved

I might be missing something simple here: We have a few automation rules that assign tickets of a particular ticket type to appropriate groups, which works fine. This same ticket type also goes into a workflow with an approval step - but when t...
1 Answer
David Durling Last activity on 3/14/2016 2:20:39 PM by Mark Sayers

Will the 9.3 upgrade change current mail functionality until the local Email Service is upgraded?

Hello,

In regards to the upcoming SaaS update to 9.3:

We use the TeamDynamix SaaS service with the Email Service 9.0.0.2 installed locally.

The release notes for version 9.3 include some Email Service changes "Notify responsib...
3 Answers
David Durling Last activity on 2/19/2016 6:05:44 PM by Matt Sayers

Is there a way to have the Resp Group notified when an attachment is added to a ticket?

If a requestor or technician adds an attachment, I don't see a way to make it alert the group of that. I tried selecting "Notify primary reviewer and others of new/edited tickets? " on the ticket type, but that seems to have no effect....
1 Answer
David Durling Last activity on 12/2/2015 1:20:02 PM by Mark Sayers

Notifications for Ticket Workflow Approval Steps

Is it possible to have notifications sent to requestors (Client license), when their request is Approved/Rejected during an approval step in a ticket workflow?
For example, we have ticket workflows for website changes that contain Approval St...
1 Answer
Adam Smith Last activity on 10/19/2015 5:22:11 PM by Mark Sayers

If/Then Conditions in Notification Templates

Is there code syntax to allow me to include certain fields in the Ticket Created (Requestor) notification template based upon ticket type? For example, for most of our notifications, we do not include Due Date and do not want to. However, we ha...
1 Answer
Charles Plemons Last activity on 10/14/2015 10:31:04 AM by Phil Curl

Where undeliverable messages go if the email address is typed wrong?

When sending notifications and comments out of Tickets, where do undeliverable messages go if the email address is wrong in the People record or typed wrong in the Other Addresses field?
2 Answers
Kathy Holman Last activity on 10/13/2015 10:36:18 AM by Kathy Holman

The difference between requestor and ticketing user ticketing notification templates

Could someone tell me what the difference is between the requestor and the ticketing user ticketing notification templates is? I'm trying to find out when one would be sent versus another? My original interpretation was that the requestor notif...
4 Answers
Kimberly Lawrence Last activity on 2/15/2016 9:49:53 AM by Jamey Stock

Additional Resources