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.

Prim Resp Group vs Resp Group

Can someone explain the difference please? I currently am using Prim Resp Group for all the reports.
1 Answer
Michael Rodriguez Last activity on 3/12/2024 9:26:53 AM by Mark Sayers

iPaaS TDX search service offerings

There's an API for this, but I can't find it in an iPaaS connector. Am I looking in the wrong place?
2 Answers
David Tod Last activity on 3/11/2024 11:36:27 AM by Mark Sayers

Proxy Error iPaaS

I routinely encounter this error when running a flow with connectors that are configured to proxy servers. Has anyone else experienced this?
Proxy Error: The process cannot access the file 'test.csv' because it is being used by another proces...
2 Answers
Naseem Benjelloun Last activity on 3/11/2024 4:31:17 PM by Miles Bagwell

Force a category to the bottom

Hello. For a page with service links and subcategories, is there any way to force the category to the bottom of the page after the service links? I haven't found one, but maybe you have an idea how to do this.
2 Answers
Tevis Boulware Last activity on 3/10/2024 10:13:18 AM by David Tod

System Attribute Alterable

Concerning the system attribute "Contact." The clients can add contacts to their ticket, but after it is submitted, it cannot be changed. Is there a way that Contact can be marked Client Visible?
1 Answer
Sheila McBride Last activity on 3/7/2024 4:44:02 PM by Brittany Renn

Automation Rule Not Shown in Ticket

Please see below. I have an automation rule that only notifies groups and nothing else (no re-assignment and not notifying individual people). However, it appears the rule is executed, but does not show in the ticket feed, and the notifications...
1 Answer
Tevis Boulware Last activity on 3/7/2024 12:20:47 PM by Mark Sayers

Report on tickets older than 5 days

I would like to create a report on all currently active tickets that are older than 5 days. What fields should I select and how can I schedule it to be a weekly report that is delivered to a group of individuals?
1 Answer
Josy Hess Last activity on 3/7/2024 11:58:59 AM by Mark Sayers

Auto Assigning an Asset to a ticket

I created a form that has the asset field embedded, so when someone adds that asset, is there a way to auto add to the assets/ci's tab?
1 Answer
James Richard Last activity on 3/7/2024 10:45:43 AM by Mark Sayers

Checkout Loaner Asset

Trying to figure out the best way to go about managing our fleet of loaner assets within TDX. Ideally, we'd like to be able to check out loaners on an as needed basis, meaning not every user will place a ticket requesting a loaner on t...
1 Answer
Ashleigh Chandler Last activity on 3/7/2024 3:22:31 PM by Mark Sayers

Task Notifications - Nuance Sequential Situation

Good day. I have found a slight nuance situation which occurred differently than we expected, so I want to confirm that the situation is as you all intend. In short, when someone is looking at a ticket, and a workflow assigns a task to that perso...
1 Answer
Triston Martin Last activity on 3/5/2024 3:36:10 PM by Mark Sayers

Can you create a none recurring scheduled ticket?

Can you create a none recurring scheduled ticket?
I tested the scheduled ticket option but there is no end date option, seems like there is no option in TDX to do this?
2 Answers
Melissa Larsen Last activity on 3/11/2024 11:22:18 AM by Jim Lucas

Can a workflow comment be sent to an outside email through a web method?

We have a workflow that is used by people outside our organization.
To keep them notified, we use web methods to send them statuses and other notification as the ticket moves through the workflow. These are working very well. We ...
1 Answer
James Moyle Last activity on 3/5/2024 1:57:14 PM by Mark Sayers

Forms vs. Templates

We are looking at a way to make manual ticket creation a bit more streamlined. We're trying to decide whether it's better to use the template feature or the forms feature. Currently, we have about 200 ticket types that we use. Some of ...
1 Answer
Riley Fay Last activity on 3/5/2024 1:53:50 PM by Mark Sayers

Can you create an iPaas Dynamic form and have it trigger a workflow?

Instead of creating a client portal form and then attaching a workflow to it. Can you instead create an iPaas Dynamic form and then pass that data to a workflow?
1 Answer
Jason Rider Last activity on 3/5/2024 10:04:09 AM by Michael Ligouri

never mind - figured out our error Workspaces application - users cannot see tickets prior to workspace setup

I have a Workspace where the group has access to ticket app, but the members do not. We do not want direct ticket access for the users of the group. During sandbox testing, the tickets that existed under the current service were access...
1 Answer
Kay Kazinski Last activity on 3/4/2024 1:56:09 PM by Mark Sayers

OneDrive Integration

Hi All,
I have been asked to look into OneDrive integration for attachments. I currently receive this message when I try to add a file.

Based on the first image it looks like we need to do something on our end. However, I also...
1 Answer
Michael Rodriguez Last activity on 3/4/2024 9:37:02 AM by Michael Rodriguez

Upcoming Release

Where on the Release and System Information page can I find dates for the upcoming release, feature release webinars and Q&A sessions? Also, the last two releases had a preview of the Release Notes before it was finalized and I don't see it t...
1 Answer
Bobby Jones Last activity on 3/4/2024 9:55:12 AM by Mark Sayers

Reporting Enhancement Requests
The first item references tickets only - please confirm this is also for projects & project tasks . thanks!

ID Title Proble...
1 Answer
Rebecca Murphy Last activity on 3/1/2024 9:38:23 AM by Brittany Renn

SLA Trigger Only After Changing to a Specific Form

We are wanting to run a two week pilot where we will test using the SLA monitor on certain forms. The challenge I am having is many of our tickets come in through email and from a general ticket form we have on the client portal. Our Service Desk...
1 Answer
Bret Swart Last activity on 3/1/2024 9:49:26 AM by Brittany Renn

Automation rule to not override manually assigned ticket

We have many automation rules that do the basics (most all at order 100, they don't overlap in terms of service/offerings) that will apply to the Client Portal tickets. However, we do have tickets that are created via TDNext and the Help Desk us...
1 Answer
Connor Dugandzic Last activity on 3/1/2024 10:06:49 AM by Mark Sayers

Ticket - video attachment size limit

Hi All,
Could someone let me know what is the limit for a video file attached to a ticket? I saw a few discussions stating 20MB and 50MB. Thank you
1 Answer
Michael Rodriguez Last activity on 2/29/2024 11:30:30 AM by Brittany Renn

Do Service Pages Support Bootstrap Grid CSS?

KB articles and HTML modules support Bootstrap and Bootstrap Grid, but it doesn't appear that the services pages do. Is this correct?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 2/28/2024 5:00:00 PM by Mark Sayers

Chat Application

We've never used the TDX Chat application but we wanted to enable it for a few technicians to test it. Looks like we cannot just enable it in the Applications menu and it may be part of Conversational AI feature set now? I can't find any KB arti...
1 Answer
Anna-Liisa Breit Last activity on 2/28/2024 11:42:55 AM by Brittany Renn

How to remove specific tabs within an open ticket

Hello, I was wondering if there was a way to remove or hide specific tabs within an open ticket. like the option for "T&E"
we don't feel it would be beneficial for our technicians to utilize that tab so we want to see if there is a way to...
1 Answer
Ryan Turner Last activity on 2/28/2024 9:30:24 AM by Brittany Renn

Web Service Return to Workflow

I have a workflow with a webservice that creates and assigns a ticket. I treated it as if the workflow would continue from there. But not so. The rest of the tasks seem to be assigned to the newly created ticket. How can I have the wo...
2 Answers
Sheila McBride Last activity on 2/28/2024 4:19:58 PM by Mark Sayers

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