Questions

Ticket report discrepancy

Maybe I'm not familiar enough with the logic but we are seeing some discrepancies in ticket reports where unexpected tickets show up. I'll try to briefly explain the scenario:
We have a ticket report with the following filters:
Resp Gr...

1 Answer

Nick Nunn Last activity on 9/6/2024 3:31:34 PM by Mark Sayers

Technician deactivated

Hello,
We have had several technicians quit and they may still have had tickets assigned to them when we deactivated their account. We can no longer search my their name to see what tickets they were responsible for. Do those tickets get automa...

1 Answer

Haley Ling Last activity on 9/6/2024 12:26:42 PM by Mark Sayers

Is anyone else experiencing TDX randomly going into tickets and changing their statuses from closed to back open?

Over the past few weeks, I've had co-workers message me in a rage asking me why I've re-opened their tickets. I haven't touched their tickets. It seems, from what I can gather, is that the system is randomly re-opening tickets that have already...

1 Answer

Barb Gosch Last activity on 9/6/2024 9:10:40 AM by Mark Sayers

TDX Mobile - Notification

We have created a couple of tickets while in the field, I have made sure that 'notify responsible' is checked but so far out of the 3 tickets we've created through mobile we are not getting the email notification of the responsible group. Is ther...

1 Answer

Justin Goode Last activity on 9/6/2024 8:50:43 AM by Mark Sayers

Organizational Risks Drop-Down Values

For the Organizational Risks criteria drop-downs, there are 3 values currently available (High, Medium, Low). Is it possible to customize the values and add additional options?

1 Answer

Kathleen Quinto Last activity on 9/5/2024 3:15:24 PM by Mark Sayers

Database tables that hold Knowledge Base Articles

Hello,
Where can I find a list of DB table(s) that hold the information for Knowledge Base articles?

1 Answer

Paul Lupeituu Last activity on 9/5/2024 10:26:39 AM by Mark Sayers

Do I need to have the Finance application in order to report labor costs on projects?

1 Answer

Jennifer Collins Last activity on 9/5/2024 10:21:21 AM by Mark Sayers

Ability to customize information displayed on ticket's "Requestor" summary box

Is there a way to customize/select what information is included and displayed in the "Requestor" summary box on tickets?

1 Answer

Paul Lupeituu Last activity on 9/5/2024 9:39:56 AM by Mark Sayers

Operational Hours report not accurate.

A couple of questions about operational hours and reporting. We have operational hours set for our Human Resources application, from 8-5. We also have a report that includes Create to Resolve(op) in it. The report shows 6.55 hours for the time ta...

1 Answer

Derek Hickman Last activity on 9/3/2024 11:52:37 AM by Derek Hickman

Preventing override of approvals?

Hi there. I was wondering, for tickets that have a workflow attached which includes an approval process, is there any way to prevent people with the Technician role from manually approving these if they aren't the approver, without using the secu...

1 Answer

Kay Masters Last activity on 9/3/2024 5:03:09 PM by Mark Sayers

Initial Responded Date by a specific Resp Group

I have a request to be able to track the Date/Time a specific Resp Group (our Service Desk) responds to a ticket.
I am trying to figure out a way to do this without creating a new Attribute called 'Service Desk Response Date' and workflow to ...

1 Answer

Josh Watts Last activity on 9/3/2024 4:35:57 PM by Mark Sayers

Read By Tab - Ticket Details Panel

Hi,
What actions lead a user to be visible under the 'Read by' tab of the ticket details panel?
That is, do they have to directly interact with the ticket itself to be listed?
Does receiving and reading a system generated notificati...

1 Answer

Malissa Somers Last activity on 9/3/2024 11:53:22 AM by Brittany Renn

Need Assistance with Referencing Dynamic Form Elements in iPaaS Flows

Good afternoon,

I'm working with Dynamic Form Elements in the iPaaS form builder for the first time, and I'm finding it a handy feature with a lot of potential for future use cases. However, I've encountered a challenge while building a fl...

2 Answers

Matthew Vanderkooi Last activity on 9/4/2024 10:24:29 AM by Matthew Vanderkooi

Report for open time of a ticket

Is there a report or something that can be made that can show the total time a ticket was open? I can see a created date and a completed date but is there a way to get the time from that data?

1 Answer

James Richard Last activity on 9/3/2024 11:58:53 AM by Brittany Renn

Project Status percentage does not reflect Project Plan completion

The project plan shows we are more than 3/4 of the way through the project.
The pie chart says it is 88%, but the project status indicator in the project list shows 0%.
Did I not configure something correctly?
They should all show the...

2 Answers

Timothy Mellin Last activity on 9/3/2024 6:48:17 PM by Timothy Mellin

Keep Duration static for Project Plans

Is there way for a project plan and/or template to keep duration static? When I use a template the date fields come in from the template. When I change the start date, it changes the duration as well. Since I created the plan tasks with their ...

1 Answer

John Adams Last activity on 9/3/2024 10:59:43 AM by Mark Sayers

MyWork Not Showing All Completed Tickets

We don't have many people who use MyWork, but one technician who does use it is seeing that not all of his completed tickets in My Accomplishments. I inspected some of the missing tickets, and the configuration of the status=completed and respons...

1 Answer

Tevis Boulware Last activity on 9/3/2024 9:21:12 AM by Mark Sayers

People Import using the excel file from the app Alert email issues.

People Import using the excel file from the app. When I imported about 20K users it is supposed to write over the fields that have been updated on the account. However, one column was misaligned by a row and updated the account with the wrong ...

1 Answer

Matthew Thompson Last activity on 8/29/2024 5:11:40 PM by Mark Sayers

People Import using the excel file from the app.

People Import using the excel file from the app. When I imported about 20K users it is supposed to write over the fields that have been updated on the account. However, one column was misaligned by a row and updated the account with the wrong ...

1 Answer

Matthew Thompson Last activity on 8/29/2024 4:38:43 PM by Mark Sayers

Create Ticket from Asset Does Not Associate the New Ticket With the Asset

Hi,
If I am in an asset record, and I click the tab Tickets, and use the button [+ New Ticket] to create a ticket, the resulting new ticket and the original asset do not have an association. The tab for Tickets on the asset record does not li...

1 Answer

Darlene Palmer Last activity on 8/29/2024 10:15:20 AM by Darlene Palmer

Project tasks added to Workspaces don't list the project

Hi,
I'm testing out setting up a Workspace for one of our teams that works on both tickets and projects. I've created a rule to import any project tasks they're assigned to, but when viewing the dashboard the project tasks don't include the n...

1 Answer

Kim Rathbone Last activity on 8/29/2024 10:06:25 AM by Mark Sayers

Project requests awaiting my workflow assignment

Hi,
I can see project requests in the Portfolio Planning app that are awaiting workflow assignment. For some reason, they show in the 'Awaiting My Workflow Assignment' tab, but not in the corresponding tile (Requests Awaiting Workflow Assignm...

1 Answer

Constantin de Boisseson Last activity on 8/28/2024 4:51:49 PM by Mark Sayers

Ticket Feed and Ticket Edits

Do edits to the data in a ticket attribute appear in the ticket feed? I was unable to find information about this in the KB or other questions. Specifically, edits to a ticket description or title are what we're looking for.

1 Answer

Jim Rizzo Last activity on 8/28/2024 1:00:47 PM by Brittany Renn

Workflow Notifications - Text Changes

We have a fairly complex ticketing workflow in our Equipment Program ticketing application. Lots of steps. Toward the end, we have a workflow Notification step that sends an email notification to the Requestor, asking them to schedule a time to...

1 Answer

Jon Ricketson Last activity on 8/28/2024 11:59:56 AM by Mark Sayers

Notification

It has been brought to my attention that on ticket number 22831566, a person was initially notified (sonali@uwindsor.ca) as part of a group notification. This person was then removed for the group that the notification was sent out to, the ticke...

2 Answers

Mathew Chandler Last activity on 8/27/2024 12:12:39 PM by Mark Sayers

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