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.

Can Service & System Accounts be filtered out

Hi. We have some technicians wanting the automation service account to be filtered out of ticket feeds to reduce unnecessary noise. Is there a way to do this? Will this be in the 11.9 release?
1 Answer
Joshua Warth Last activity on 4/19/2024 11:29:38 AM by Mark Sayers

api endpoints in TeamDynamix are rate limited?

One thing I noticed is that the api endpoints in TeamDynamix are rate limited. Would this be is configurable?
Invocations of this method are rate-limited , with a restriction of 60 calls per IP address every 60 seconds .
1 Answer
Matthew Thompson Last activity on 4/19/2024 11:34:12 AM by Mark Sayers

iPaaS Dynamic Forms - Custom control - how to get back the value

I have a Dynamic form with a custom Account Control broken into 5 parts, I need to be able to pull these values out individually or even as one value, hyphen separated. See Custom HTML below:

<style>th { font-size: 0.8em }
0 Answers
Will Tonkin Last activity on 4/19/2024 10:24:50 AM by Will Tonkin

Task Reminder Notifications

I would like to ask if there is a best way to send reminders for pending tasks on tickets. I am thinking of creating a report for each task that will list all open tasks of a particular type and send to the responsible parties if the tasks have n...
1 Answer
Anderson Hanchett Last activity on 4/19/2024 9:40:54 AM by Mark Sayers

Ticket notifications

Good Afternoon,
Can you help me figure out if there is a way to set a form to NOT notify the requestor and the reviewer/responsible person? We have some internal forms and there is no need to clog email with notifications if we can avoid it....
1 Answer
Randi Buckley Last activity on 4/18/2024 2:53:37 PM by Mark Sayers

Adding Calendars to Desktops

Can you add a Ticket Calendar to desktop templates? I'm not seeing anything calendar related in available content.
1 Answer
John Anderson Last activity on 4/18/2024 2:40:36 PM by Mark Sayers

Workflow Notification Template

I am not super familiar with template tags and am wondering if I can get a person's email address from a custom attribute that is a person field type. I can get it to display the name, but I'm not sure if I can reference other attributes of a pe...
1 Answer
Jim Lucas Last activity on 4/18/2024 1:53:58 PM by Mark Sayers

Email Logs

I changed the password for all of our email monitor accounts and refreshed the Microsoft OAuth 2.0 tokens. I thought I also updated the outbound SMTP accoutn password, but certain ticket notifications are coming from no...
6 Answers
Scott Cory Last activity on 4/18/2024 5:01:00 PM by Scott Cory

Types and what they are attached to

For an application's ticket type, how do I find out what services are associated with it? I see there are two but I didn't set them up and don't know where they are.
1 Answer
Justin Goode Last activity on 4/18/2024 1:34:40 PM by Mark Sayers

Hide KB Article Category

I'm building out our KB Articles and creating categories that we will need but aren't currently using.
Is there a way for me to hide these categories, until I need them?
1 Answer
Aaron Rice Last activity on 4/18/2024 9:32:06 AM by David Tod

Assigning a ticket to the person that opened it?

I was wondering if there's a way using to use a web service call as a Workflow step to assign a ticket to the person that created it. I can see there's a way to update the responsible person, but I'm not sure how to update it to the person that c...
1 Answer
Kay Masters Last activity on 4/18/2024 9:40:57 AM by Mark Sayers

{{NextTicketsUrl}}, {{ClientUrl}}, etc. not working when user authenticates

We have a vanity URL with TeamDynamix.
I have notification templates that use the {{NextTicketsUrl}} and {{ClientUrl}} template tags.
When a person taps the link in the notification email and is already authenticated, the link works correctly...
1 Answer
Greg Van De Mark Last activity on 4/17/2024 2:36:51 PM by Mark Sayers

Group Tickets by Primary Responsible

I would really like to group all the tickets by 'Primary Responsible" to see what tickets each of my techs are actively working on. I see there are ways to group tickets, but not on this specific field.
With all the features within TDX I woul...
2 Answers
Aaron Rice Last activity on 4/17/2024 3:10:14 PM by David Tod

Issues getting workflow to move past a collector

In this workflow after the tasks are completed and the aprroval in approved it sits in the collector and wont advance until you hit the skip this step in the completion of tasks Collector step. Cant figure out how to get it to advance automatica...
2 Answers
Jeff Schilling Last activity on 4/17/2024 1:41:50 PM by Mark Sayers

TDX iPaaS flow - How to change the owner of a specific flow?

We have multiple flows configured to email flow owner on failure using the below advanced setting found in the flow configuration.

We noticed today that the person we expected to be notified of the failures was not receiving email...
1 Answer
Michael DiGregorio Last activity on 4/17/2024 11:28:16 AM by Mark Sayers

Update Status

Is there a template I can edit for the update status page? I would like to make comment field in either one or all optional.
1 Answer
Michael Rodriguez Last activity on 4/17/2024 10:08:09 AM by Mark Sayers

iPaaS Dynamic Forms, using a swith to make rows disappear/reappear

I'm working on a dynamic form that I have a switch. When I click the switch I want the rows to appear otherwise they stay hidden. What is the best way to do this?
2 Answers
Jason Rider Last activity on 4/17/2024 12:13:19 PM by Mark Medaugh

iPaaS Exchange Management Shell Connector

Hi all,
I have been working on getting our system connected to the Exchange Management Shell (special PowerShell instance) as we have an on-premise installation of exchange server (connected in a hybrid relationship with the cloud). We are bu...
1 Answer
Bennett Forkner Last activity on 4/16/2024 10:56:38 AM by Mark Medaugh

Do we have to regenerate OAuth 2.0 tokens regularly?

Good Morning,
Do we have to regenerate OAuth 2.0 tokens regularly?
Until September 2023 we were on prem and sometime prior to that, we had IMAP monitors.
The tokens would not stay valid for more than 90 days. We had to regenerate th...
1 Answer
Sarah Glatz Last activity on 4/16/2024 9:58:54 AM by Mark Sayers

Notification Task Include Approval Comments

In this workflow: , I'd like for a notification step,
1 Answer
Sheila McBride Last activity on 4/16/2024 9:29:16 AM by Brittany Renn

Forms - Send email

App: Salesforce - Dev -
Flow: Manual Lead Entry

Can you help me figure out why I am getting an error message: Cannot determine the frame size or a corrupted frame was received.

When trying to submit a form notification?

1 Answer
Michael Leys Last activity on 4/16/2024 5:41:46 PM by Mark Medaugh

Service Now API calls to TDX

Do you know where I would find the ServiceNow API calls to TDX to integrate the two ticketing systems to each other. We are using a company that uses ServiceNow as a 1st level support support. They need integration information to receive data an...
1 Answer
Matthew Thompson Last activity on 4/15/2024 3:55:53 PM by Mark Sayers

Add new tag on user reassignment

Hello. I am wanting to add a new tag automatically when I, or another set of users reassign a specific ticket type to another user. Can this be done using workflows or automation?
An example would be, I've claimed a ticket, I now want to reas...
1 Answer
Philip Kukla Last activity on 4/15/2024 11:25:10 AM by Mark Sayers

Keep getting Data(.)(.) instead of Data inside my "find in" expression

I am redoing some lab exercises just to re familiarize myself with stuff. The one lab exercise involves finding the row inside of a .csv file where a particular value resides. To do this, I created the following flow steps:

2 Answers
Jason West Last activity on 4/16/2024 4:17:17 PM by Jason West

Group Desktop Template

Is there a way to add a desktop template for all members of a group, or is it only possible to add a desktop to individual users one at a time?
1 Answer
Scott Cory Last activity on 4/12/2024 12:55:01 PM by Brittany Renn

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