This may be answered already, and if so, I'm having trouble finding the answer.
I was asked by a colleague about tickets that don't consistently get workflows applied to them. From what I can tell, the workflow requires 4 criteria, and when t...
There are a few other Question entries related to this, but wanted to clarify for Tasks in workflow specifically:
In a ticket workflow we're testing, it appears that the workflow only notifies one member of the group a task is assigned to. (...
To whom may concern,
Is there a way to create a universal work flow in which depending on the requester the ticket may be directed to the appropriate team? Please advise and thank you.
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 ...
We have a very challenging workflow for our process to remove access from people when they leave the company. We have a list of possible access that people might need to have removed before the ticket can be closed. Not all employees have the s...
Ithaca College is preparing to implement ticketing in the next couple of months. We are having a discussion around the use of cards and the card wall to mange the work associated with Incident and/or Service Request Tickets. We are interested i...
Is there anyway to get something on the TDNext Desktop to show things that are awaiting your approval? For example, I am one of the reviewers for steps in our Change Advisory Board (CAB). I'd like to see anything awaiting my review ...
Is it possible to add detail to a notification email when there is an approval step for a ticket? I believe there is only the "Ticket Workflow Step Assignment" notification template at this time to cover all ticket notification tasks. ...
The Web API allows for some useful actions such as reassigning or updating tickets, creating new tickets, etc., that would be very useful for us except for the delay of up to 15 minutes for the web services to operate.
It sounds like the API ...
I would like our customers to see a TDNext technician's comments when they reject a workflow in a ticket- is this possible in notifications? Right now, they get an email saying it was rejected, but it does not show the comments about why it was ...
I'd like to be able to generate a report that shows me, for each step in a given workflow:
What was the minimum time to complete a workflow step?
What was the maximum time to complete a workflow step?
What was the average ti...
I'm trying to set up a workflow that calls the TD Web API to automate some tasks, but I'm having trouble getting the web service calls to authenticate - they keep failing with a 401 Unauthorized, and the logs say "Unable to authenticate"...
We have a Change Request form with Change Request workflow assigned to it. When the ticket gets created, its "Status" attribute value is set to "New". One of the workflow steps is to approve the proposed change. It is possible...
I have a ticket to which a workflow was assigned by mistake. I noticed that there is an option to "Assign Workflow" on "Actions" button menu. Is it possible to do the opposite, that is remove already assigned workflow from the...
For an approval workflow where the approver will be the "requestor", is there a way to:
1. enforce that the creator and requestor are different people
2. and/or run a report that will find requests where the creator and requesto...
I'm building my first ticket workflow in TD. I have a first step being configured as Approval type, which is followed by five consecutive Task type steps. I linked Approve to the first step in sequence, and Complete of each task to the next follo...
Specifically, what is the relationship between "stages" and "steps".
My team members do not have the ability to invoke a ticket approval workflow. When they click on their green Actions button in the ticket that is assigned to them, they don’t have Assign Workflow as an option. I have looked on the edit se...
Is it possible to attach a workflow to a ticket template? The goal here is to have either a Service Desk worker or external client (via Self Service) be able to select the ticket template for the service needed when creating a new incident, and ...
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...
When we reject an approval in the Ticketing Workflow it rejects the stage. Is there a way to have any approver approve or reject the stage.
Thus allowing other approvers to either approve or reject in the same stage.
Our end goal would be t...
I was wondering if TeamDynamix has or would be willing to provide a little more detailed explanation of the new workflow "branch" and "collector" step types?
In particular, a commented screenshot demonstrating the use of e...
Building a ticket workflow where branching might be appropriate, but a couple of questions. Can one of the branched steps be optional? And can people/groups be assigned to these steps?
Thanks in advance,
Is it possible, or will it be possible in future releases, to automatically start a workflow from a ticket template without tying the associated services' Request Type to a ticket request?
I am referencing the Tickets - Ticket Workflows - A...
Can an item that is marked as a service request be converted to a regular ticket (incident, problem, change, release)?