General Questions (Public)

This is a forum for general questions about TeamDynamix products. It is not curated to remove older content or monitored for enhancement requests.

Asset/CI on Ticket Template

Is there a way to to define assets/cis for a ticket template. I know it can be added at the schedule settings, but our users would like to have it applied to a template they will manually apply. I've tried adjusting the form that is used and th...
0 Answers
Bill Harlan Last activity on 2/1/2023 9:11:30 PM by Bill Harlan

What's the best way to move a ticket in workflow AFTER a specific status change occurs.

I can't be the only one who wants to drop a ticket into the workflow and wait for a specific status to make it move to the next step in the workflow.
Do I have to create a loop with a timer and a condition?
This should be simple.
TjD
1 Answer
Tim Daugherty Last activity on 2/1/2023 3:14:46 PM by Mark Sayers

Group Task Notifications

I have read a lot of questions in regards to groups not receiving email notifications when tasks are assigned. Most of these are older and I would like an updated answer. Can groups get notifications of task assignments (not using task templates)...
1 Answer
Lori Brinkhus Last activity on 2/1/2023 1:08:30 PM by Brittany Renn

Ticket Workflows vs Full Admin Access

Do people tasked with building ticketing app workflows require full admin access in TeamDynamix and admin client?
2 Answers
Bodek Frak Last activity on 2/1/2023 10:12:10 AM by Bodek Frak

Services and Status Link

Is there a way to make it so that a ticket in TDNext can't be closed unless a Service Catagory has been chosen?
1 Answer
Teresa Amos Last activity on 2/1/2023 8:50:29 AM by Brittany Renn

Difference between ModifiedDate and UpdateCreatedDate?

Some default notification templates include both the UpdateCreatedDate and ModifiedDate variables, while others only include one. What is the difference between the two?
1 Answer
Theo Kell Last activity on 2/1/2023 8:56:06 AM by Brittany Renn

Webservice Method to Merge Ticket for Workflow.

Is it possible to create a web service method to merge the Ticket into another Ticket. We are wanting to know if we can add this into a Workflow so we can trigger to have the Ticket the Workflow is on merged into another Ticket under certain circ...
1 Answer
Pamela Mason Last activity on 1/31/2023 3:09:33 PM by Mark Sayers

Changing what is appended to Google search results

When I do an internet search on "uwrf jabber" (without quotes), I get a list of knowledge articles where almost all have " - contact DoTS" appended. That is exactly what I DON'T want to happen; we wrote the articles so people would not have to co...
1 Answer
Greg Van De Mark Last activity on 1/30/2023 3:08:31 PM by Mark Sayers

Update Completed Ticket options - Do comments impact the clock?

Hi folks,
I'm testing this in Sandbox but would like to confirm from the horse's mouth.
I understand that when we turn on the "update Completed Ticket options > After [x] day(s), update completed tickets to [CLOSED] status" option, t...
1 Answer
Erin Tramble Last activity on 1/30/2023 10:49:53 AM by Mark Sayers

Email Monitor - Setting a specific Requestor upon ticket creation

Hello TD Team!

I've began to utilize email monitoring a bit more to handle ticket creation for our organization and would like to know if it was possible to have the default Requestor in the Ticket Form set specifically to a certain use...
1 Answer
Nicholas Steinmetz Last activity on 1/27/2023 1:33:55 PM by Mark Sayers

Automated Report Delivery Notification Email

Good afternoon,
Is there a report notification template that can be customized? I want to update the colors of the automated report delivery email. Is this possible? If so, how do I locate the template?
Valencia
1 Answer
Valencia Ingram Last activity on 1/26/2023 4:30:53 PM by Brittany Renn

Display all group membership for a single user

I can easily display all the members of a single group in the TDNext interface.
In the TDNext interface, as a non-admin, I'd like to see all the groups to which a single user belongs (not just their Primary Group).
1 Answer
Mark Seiler Last activity on 1/26/2023 2:58:17 PM by Brittany Renn

Unable to find resources to add to Workspaces

Hello
I am trying to update the workspaces for the new year, but I am unable to find certain resources that I would like to add to the workspace. The resources are still active and I cant still find them. What could be the reason.
Thanks ...
1 Answer
Meena Murali Last activity on 1/26/2023 1:00:48 PM by Brittany Renn

Modifying HTML output

Good day,
My employer has been using TeamDynamix for several years now, though my department is just getting into using it. Part of my current tasks are to take notification templates that were created by our parent department and modify them...
1 Answer
Patrick Garrison Last activity on 1/26/2023 1:11:27 PM by Brittany Renn

Group member not appearing in report

I have a report created that runs every morning and shows tickets submitted by anyone in a group called VIP. There is one user, Genaro Balcazar, that has an open ticket and is not appearing on my report. Attached are pics of Genaro's memberships,...
1 Answer
Alex Oquendo Last activity on 1/26/2023 11:55:37 AM by Alex Oquendo

Possible API bug?

I am using GET: https://my.support.domain/TDWebApi/api/people/lookup?searchText={{userEMPLID}}&maxResults=1
To return the user with Organizational ID = userEMPLID above
When I send my userEMPLID it returns a different user. I checke...
1 Answer
Scott Cory Last activity on 1/25/2023 9:33:41 AM by Mark Sayers

Email Service Technician User License

I was wondering if the Technician license assigned to the Email Service user (as described in this article: Article - Getting Started with Email ... (teamdynamix.com) ) will count toward license usage? Same question for the built in System Admin...
1 Answer
Mariah Rible Last activity on 1/25/2023 9:21:19 AM by Mark Sayers

iPaaS flow issues

We noticed issues with the workflows associated with iPaaS around 3:18pm yesterday, Monday. Has anyone else experienced issues with their flows, like the one below?​​​​​
System (private)
The "Ticket Status Change: On Hold Awaiting Approva...
1 Answer
Robert Kelly Last activity on 1/24/2023 9:57:54 AM by Mark Sayers

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

Converted Service Request to a Task Unintentionally

Hello,
We have Converted Service Request to a Task Unintentionally. Is there a method to undo that action so that we can re-assign the service request?
Ticket states: "Because this service request has been converted to a task, its start ...
2 Answers
Sarah Glatz Last activity on 1/23/2023 3:19:00 PM by Sarah Glatz

Does the default email sender in TDx use OAuth 2.0 or SMTP?

Hi all,
I've been trying to find information on what the default email sender uses for security protocol and how those emails look upon receipt, but have come up dry. Right now we are using the custom SMTP settings, but our college is moving ...
1 Answer
Damon Stennett Last activity on 1/20/2023 2:35:08 PM by Damon Stennett

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

Workflow Notification Step Recipients

Why is it that in a workflow notification step, the options for who you are able to send a notification to so narrow? Regular ticket notification options are quite robust and I don't understand why an entirly different notification method was dev...
1 Answer
Carl Amlin Last activity on 1/20/2023 9:47:06 AM by Mark Sayers

When placing a ticket on hold, can the time to be taken off hold be set on a global level (default setting for all tickets)

When setting a ticket to on hold , the default time is set for 12am for the day selected. Can the time be set to another time by default for all tickets. We would like that when a ticket is changed to on hold, the technician selects the date an...
1 Answer
Kay Kazinski Last activity on 1/19/2023 1:53:06 PM by Brittany Renn

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