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Global SLAs

Hello,
I created an SLA that requires a technician to respond to a ticket within two business days and I would like to make it so that this SLA is applied to every newly created ticket in our system moving forward. Currently, I have only foun...
1 Answer
Riley Fay Last activity on 8/8/2023 12:17:20 PM by Mark Sayers

Ticket Types and Type Categories

Hello!
Can someone help me understand what is the proper way to come up with Ticket Types and Type Categories? Are they optional? Should they mirror Service Catalog category/subcategory?
Thank you!
2 Answers
Michael Rodriguez Last activity on 8/2/2023 11:47:23 AM by David Tod

Add an alert to all tickets based on Form or some other relevant field

I would like to have a Ticket Closed alert added to all tickets related to my group of technicians.
The idea would be to monitor when tickets close, in real-time, to see if some need to be reviewed for accuracy.
I can manually add an aler...
1 Answer
Joe Rojas Last activity on 6/8/2023 2:10:37 PM by Mark Sayers

API to create scheduled tickets

We're not seeing how to use the API to create a scheduled ticket (I know, I know). Is that possible or could Mark put in a feature request for us? ;)
1 Answer
Micah Cooper Last activity on 4/27/2023 9:19:11 AM by Mark Sayers

Images on ticket forms

Is there a way for me to add images to a ticket form?
1 Answer
Mariah Rible Last activity on 4/10/2023 2:43:19 PM by Mark Sayers

Task in Task Template not assigning to Manager

I have created a Task Template for creating a task that should automatically be assigned to the Responsible's Manager. From what I understand, if Some Group has a manager set, that would be the person who automatically gets assigned to the task...
1 Answer
Jason Raveling Last activity on 3/14/2023 1:57:50 PM by Mark Sayers

Tickets closed by year report

Hi there,
I am trying to create a report that shows us the tickets closed each year but am not finding which option in 'age' works best. Perhaps that is not the route to go.
Does anyone have any suggestions?
Thank you,
Randi~
1 Answer
Randi Buckley Last activity on 3/13/2023 12:03:10 PM by Greg Van De Mark

Approvers approving their own request

I have a workflow that references department custom attributes for approvers. For each department, there are custom attributes 'Approver 1' and 'Approver 2' that are both people. I use these custom attributes in the Workflow Approval Step for a p...
1 Answer
Mariah Rible Last activity on 1/23/2023 1:08:56 PM by Mariah Rible

Email notification Image Removal

When receiving an email from the TDX system it comes with an image at the bottom that we would like to remove. I can't find this in the notification template. Is there a setting I need to turn off?
1 Answer
Harrison Fleisher Last activity on 1/20/2023 2:39:45 PM by Mark Sayers

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

Allow Supervisor to see tickets when they are not a technician

I have a client user who oversees two departments that have applications in our TDX instance. She will never answer or modify a ticket, so she remains a client rather than a technician.
Is there a way that she can see the list of tickets tha...
1 Answer
Terri Edney Last activity on 12/21/2022 9:13:21 PM by Greg Van De Mark

Average # Of Tickets Resolved Per Time Period

Hi all,
Wondering how to create a report to show the average number of the tickets set to resolved in a given time period. I want to be able to determine AVG resolutions per week per group.
Any help is appreciated
Cheers,
Damon
1 Answer
Damon Stennett Last activity on 8/19/2022 10:09:12 AM by Mark Sayers

Display Requestor's Assets on Ticket

Is it possible to display a requestor's assets on a TDX ticket they submit? Can that somehow be added to a form? I realize you can click on the requestor’s name to bring up another window that lists their assets.
Thank You,
Mike Schuster
1 Answer
Mike Schuster Last activity on 6/15/2022 12:47:22 PM by Christasia Bloom

Popup vs tab

It it possible to have tickets and assets open in a new tab rather than a popup window by default (rather than a right-click)? We were watching a demo from another company and it appears all their assets and calls were opening in tabs rather tha...
1 Answer
John Shearer Last activity on 4/7/2022 11:54:02 AM by Mark Sayers

Automatically Update Ticket Statuses

Is there a way to automatically update the status a ticket upon the ticket being edited in certain ways?
For example, in the department I work in, when we get a new ticket, it comes into TDX as a "New" ticket. I would like the status of the ...
1 Answer
Riley Fay Last activity on 3/18/2022 9:38:55 AM by Mark Sayers

One user not able to move tickets to another application

I have a user who has all the same permissions as the other people in his department but he is the only one that is not able to move a ticket to another application. He has a full enterprise license but the option does not appear when he clicks u...
1 Answer
Steven Sciaky Last activity on 10/18/2021 11:14:13 AM by Mark Sayers

Ticket Report - resource

Can you run a report that shows all tickets I'm listed as a resource on, not just responsible for? I see that for projects, but not tickets.
1 Answer
Tanya Anderson Last activity on 10/4/2021 3:48:41 PM by Mark Sayers

Is it possible to freeze a report column header at the top of the screen?

Is it possible to freeze a report column header at the top of the screen so when you scroll down on a list of tickets, the heading stays at the top of the screen? I know that we can change the setting to show fewer tickets per page, but we would ...
1 Answer
Carol Rose Last activity on 1/22/2021 9:19:53 AM by Mark Sayers

Link or associate tickets with each other

Hello,
I was wondering how we can associate one ticket to another if they are somehow related to each other? For example, one ticket caused another ticket, or one ticket is a duplicate as another ticket. With our current ticketing system, we ...
3 Answers
Sane Vatougios Last activity on 3/9/2023 6:29:09 PM by David Tod

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