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Global searches

How do I save a search within a ticketing application as 'Global'. When I save a search, it doesn't give me the option to make it Global.
Thanks.
1 Answer
Joe Allen Last activity on 11/1/2019 10:21:54 AM by William Cochran

Setting up a new ticketing app to work with an asset app

Hi there,
I'm looking for some sort of guidline template for creating a ticketing app that is linked to an asset app?
I'd like to know the best way to set up the following process in TDX (TDX has a lot of features that i'm sonewhat fami...
1 Answer
Joe Allen Last activity on 5/31/2019 1:24:47 PM by Mark Sayers

Pop up windows

We've started using TDX to manage tickets. It's working well and we're very happy so far. One item that has come up though is the number of windows that TDX opens when working on a ticket. Is there any way to limit this or is that how it works?
...
2 Answers
Joe Allen Last activity on 8/13/2020 9:25:10 AM by Amy (Dube) Hodgdon

Email Monitoring run interval

Is it possible to lower the 'run interval' for email monitoring to less than 5 minutes? We are starting to use this and what happens is that people send an email to us and then call us. However, the email hasn't created a ticket in TDX yet becaus...
1 Answer
Joe Allen Last activity on 5/16/2019 1:59:00 PM by Mark Sayers

What can contacts see on a ticket?

What can a contact see in the system? We are testing a process for our internship process with an academic unit and trying to figure out how to get employers in the sytem so they can be connected to a ticket but do not want to give them a Univers...
3 Answers
Denise Nelson Last activity on 8/30/2018 1:30:51 PM by Mark Sayers

I'm trying to move a ticket to another ticket app, but the form I want is not showing in my list, why?

I have rights setup to move tickets between applications, I see 4 out of the 5 forms available in the ticket application I'm trying to move the ticket into. But, the form I need is not showing on the Destination App, Form selection list.
1 Answer
Mark Sayers Last activity on 5/1/2018 4:51:43 PM by Mark Sayers

Parent-child tickets vs. tickets with ticket tasks

I'm trying to understand the pros and cons and major differences between these two scenarios for using parent-child tickets vs. tickets with ticket tasks in a Ticketing application.
Scenario 1:
Create a ticket and assign it as the par...
2 Answers
Peter Mosinskis Last activity on 4/5/2018 12:29:33 PM by Peter Mosinskis

Closing a ticket with unfinished tasks

When closing a project, I'm notified when there are unfinished tasks/issues/risks and I have the option of closing them. Any thought about offering that feature when closing tickets that have unfinished ticket tasks? We have people closing ticket...
12 Answers
Greg Van De Mark Last activity on 4/3/2018 11:48:00 AM by Mark Sayers

Tickets on hold vs. Tasks "on hold"

Picture yourself in a boat on a river with tangerine trees and marmalade skies. No. Picture a ticket with a few tasks. A student employee working on one of the tasks wants to put the task on hold but instead puts the ticket on hold probably be...
1 Answer
Greg Van De Mark Last activity on 3/19/2018 9:34:19 AM 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

On Hold Tickets do not appear in My Accomplishments when Closed

Some technicians at BMC enjoy using the Accomplishments feature under My Work, but have found that if a ticket was on hold, and they update it changing the status to Closed, the ticket does not appear in the Accomplishments list. If a ticket is c...
1 Answer
Megan Clark Last activity on 6/1/2017 3:13:39 PM by Megan Clark

Category isn't working in Ticket Type

When your in a ticket type lookup the category drop down isn't working. It doesn't show any of the categories that are available.
1 Answer
Maryann Rohrabaugh Last activity on 1/26/2017 2:52:59 PM by William Cochran

How do I create a ticket template?

If I go to Apps > Ticketing Application, there is no "New" link.
2 Answers
Dan Adler Last activity on 5/19/2017 9:01:14 PM by Peter Mosinskis

Question Regarding Internal Ticket Forms

I'm trying to create a very simple ticket for internal purposes that only has 3 or 4 fields and I updated the Internal Release Form. I can't figure out how to enable that form or how to tie it to a ticket type I created.
Please clarify for me...
1 Answer
Jennifer Ludwig Last activity on 9/4/2014 11:15:37 AM by Jennifer Ludwig

Card Wall - Convert Ticket to Task

Hi -
Is there a future plan to allow conversion of tickets to card wall tasks? Due to the flexibility of the tickets application, we have used it to take in requests and create backlogs for use on Agile project plans. We are missing this capa...
4 Answers
Amy (Dube) Hodgdon Last activity on 4/13/2017 4:02:40 PM by Mark Sayers

KB and ticket reporting

Is there any way to report on the tickets associated with a particular KB article? I'm trying to see what tickets a KB article has been attached to in order to get more troubleshooting info and context when editing the article.
1 Answer
Jackson Potter Last activity on 8/11/2016 12:54:36 PM by Jamey Stock

Briefcase for ticket attachments?

Hi,
Is there any kind of Briefcase that exists for ticket attachments? For example, we store a lot of forms (such as VPAT forms, requisitions, quotes) in our procurement request tickets. It would be useful to be able to view & search a r...
1 Answer
Peter Mosinskis Last activity on 7/12/2016 10:37:38 AM by Mark Sayers

"Copy from" in create new request form not working in Ticketing Application

"Copy from" shows blank in the Ticketing Application when I try to create a new request form.
Please advise
1 Answer
Peter Baxter Last activity on 3/10/2016 9:53:29 AM by Jamey Stock

Priority and Acct/Dept on Ticket Forms

Can we mark Priority and Acct/Dept as not required on a specific platform?

Thank you,
Kevin T. Cook
2 Answers
Kevin Cook Last activity on 2/19/2016 2:33:00 PM by Kevin Cook

Restricting statuses

Is it possible to restrict use of ticket statuses to different groups of users?
1 Answer
Jackson Potter Last activity on 1/18/2016 1:54:17 PM by Mark Sayers

Mass Upload of Tickets

I was hoping you could tell me how I could go about uploading (creating) a lot of tickets at one time. We are transitioning from what will be a legacy system to Team Dynamix as our new ticketing tool. Any guidance you can provide is much apprecia...
1 Answer
Melissa Bergem Last activity on 1/4/2016 9:27:32 AM by Jamey Stock

Ticket visibility in Workspaces

We are looking to create workspace for our AV group so that they have an ara where they can collaborate on documents, ideas, issue etc. We know you can associate ticket types to work spaces. I associated all AV ticket types to workspace. The...
3 Answers
James Cunningham Last activity on 11/13/2015 4:09:50 PM by Matt Sayers

Ticket notifications

Are there additional settings for managing notifications, especially in ticket workflow, besides the option under Ticket type - Notify primary reviewer and others of new/edited tickets? Our users are concerned they will get too many email notif...
3 Answers
Dalin Bruns Last activity on 11/13/2015 4:07:53 PM by Matt Sayers

Associating tickets to Projects

Is it possible to associate a Ticket to a Project? For example, work was done in a ticket, but later it was determined that they ticket/work should have been associated with an existing project. I got the feeling this was possible when I looke...
1 Answer
Burr Watters Last activity on 9/11/2015 9:46:36 AM by Phil Curl

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