Questions

Is there a way for a workflow to change who the ticket is assigned to?

Hello,
I would like for a workflow to change the ticket assignment to an individual or group, based on approval or rejection of a step. Is this possible? I cannot seem to find an obvious option to make this happen. I also cannot find any answ...

1 Answer

Shenandoah Bennett Last activity on 1/26/2022 2:51:44 PM by Mark Sayers

Trouble generating new MS OAuth 2.0 email auth account token

Hi
We are trying to create a new MS OAuth 2.0 application email auth account. This is replacing a Basic (IMAP) account.
After entering the Client ID and Client Secret, I try to generate the token, Microsoft asks to sign on with the email/...

2 Answers

Chuck Renninger Last activity on 2/7/2022 4:40:26 PM by Chuck Renninger

Web Service Not Showing in Workflow Builder

Please see the following, I have a web service that works as expected when testing, but when I try to reference the web service in a workflow step, I get a web service not found message.
https://www.screencast.com/t/JMb9KV6Oz4q

Can you p...

1 Answer

Tevis Boulware Last activity on 1/25/2022 4:43:57 PM by Mark Sayers

Shared Desktop is not refreshing

Greetings,
I am sharing a Desktop Template per instructions and it intitially worked great. I then make some changes, and the shared desktop does not update. I pushed it out again, but it was still the original desktop. The receiver refreshed...

1 Answer

Jayne Dissette Last activity on 1/25/2022 9:59:22 AM by Mark Sayers

On Hold as Default Status

I would like to have a Draft status as the default for a ticketing application. I don't want tickets with this status to appear in any lists or reports until they are in the New status. I thought I would give it a class of On Hold but it appe...

1 Answer

Bobby Jones Last activity on 1/25/2022 4:22:52 PM by Mark Sayers

Reassign Ownership of Report from User to Group

Is there a way to reassign the owner of a ticketing report to a group? If so, who would have access to do that and through which interface?
Thank You,
Mike Schuster

1 Answer

Mike Schuster Last activity on 1/24/2022 1:33:27 PM by Mark Sayers

Ticket Automation and Custom Attributes

Is there a way for ticket automation rules to set custom attributes for tickets created with a certain subject (specifically tickets coming in by email)? If not, is there another way to accomplish this? Thanks!

1 Answer

Matt Tino Last activity on 1/24/2022 10:56:26 AM by Mark Sayers

Who can manage time types on tickets and how broad should time types be?

Having read through the descriptions for permissions in the Security Roles at the organizational and application level, I'm not certain on what triggers the "Manage" button to show up in a ticket's T&E window for adding/removing time types on...

1 Answer

Anthony Nave Last activity on 1/21/2022 12:09:32 PM by Mark Sayers

On Hold Options question

I know there is a global on hold option to Automatically take tickets off hold when they are commented on but is there anyway to leave this enabled globally but turn if off for specific ticket types. The issue is that for IT purchases the techs...

1 Answer

David Marcinkowski Last activity on 1/21/2022 10:58:47 AM by Mark Sayers

Anyone on the project create a card

I want to use Card Walls to manage project work with the Scrum framework. I have the resources allocated to the project, I have the card walls created and I even have the lists on the card walls setup.
I want the project team to start buildi...

1 Answer

Job Dittmer Last activity on 1/19/2022 9:33:02 AM by Mark Sayers

Favorite forms

I don't see the capability and am not sure if it is even possible (may need to submit an enhancement request). I know that you can pin forms within the TDNext system but is there a way to mark forms as a favorite so that you don't have to scroll ...

1 Answer

Lydia Jefferson Last activity on 1/18/2022 3:13:30 PM by Mark Sayers

Using forms to update the type

When an email comes in it is set to a email Type. In the past, we updated the form to whatever applied to the ticket and anything we had set as default would get applied to the ticket including Type. For some reason now the Type is not being upda...

1 Answer

Jessica Bryson Last activity on 1/18/2022 2:13:41 PM by Mark Sayers

Limit access to a ticket comment response template

Hello --
Is there currently any way to limit access (by group or individual) to ticket comment response templates?
E.G. I have Template Categories of:
Ticket Follow Up
Ticket/Task Closure
I would like to be able to limit which...

1 Answer

Daniel Epley Last activity on 1/14/2022 2:39:05 PM by Mark Sayers

Can I have a third line on a line chart?

I am working on some reports and charts and need to add a third line. Are we limited to two? I understand there is a limit of 10 for pie charts and is there a list of limits we can reference?
Additionally, is there a way of importing a chart ...

1 Answer

Jayne Dissette Last activity on 1/14/2022 12:43:38 PM by Jayne Dissette

Archived KB Search Results

Has anyone had any luck getting archived KBs to show up at the bottom of search results? I've tried making updates based on what is weighted but no luck.

1 Answer

Morgan Cranston Last activity on 1/13/2022 4:37:14 PM by Mark Sayers

Convert Microsoft OAuth 2.0 (IMAP) to Microsoft OAuth 2.0 (API)

Is there any way to convert an existing Microsoft OAuth 2.0 (IMAP) to a Microsoft OAuth 2.0 (API) aside from creating a new Email Auth Account and deleting the old one?

1 Answer

Scott Cory Last activity on 1/12/2022 4:53:12 PM by Mark Sayers

Inconsistent Search Operations

Hello, please see the attached screen capture from one of our technicians. The search function in TDNext doesn't seem to be consistent.
Any ideas?

1 Answer

Tevis Boulware Last activity on 1/12/2022 9:15:34 AM by Mark Sayers

Clarification on the built-in Ticket History report

Hello,
I've created a report that I'm exporting into Excel, then importing into Power BI, to show a breakdown by Type Category of all TDX tickets created over a specific time frame.

I noticed that the numbers in my report vary from...

1 Answer

Seth Long Last activity on 1/11/2022 1:14:46 PM by Mark Sayers

Can we determine if a report is being used on someones desktop?

Hello,
I am trying to clean up reports in our instance. Obviously I can see when a report was last run and by who, however, I believe some reports are not "ran" but simply sit on someones desktop. There are reports that have not been ran in a...

1 Answer

David Mitchell Last activity on 1/11/2022 1:06:07 PM by Mark Sayers

Create "Person" Records for new requestors

Hi Mark, this is a new one for me. We have a service that allows non-TDX users to create tickets and are getting the "This message was proxied because the email address". I see that you addressed this in the following question:
https://solu...

1 Answer

Tevis Boulware Last activity on 1/11/2022 1:00:26 PM by Mark Sayers

Knowledge Base report

In the Knowledge Base report, you can select Owning Group. But nowhere in the KB Article can I find a place to update this field. Here is what I am trying to do.
As there are no notifications built into the KB system that I've been able to se...

1 Answer

David Robertson Last activity on 1/11/2022 8:56:10 AM by Mark Sayers

Ticket Due Date - not email generated - where to set the default?

I have reached my 1 hour search limit, so I am asking.
It appears I missed it during our implementation. Our tickets all seem to be defaulting to a due date of 1 day.
I have searched here and seen several references to the ability to chang...

1 Answer

Michael Sollie Last activity on 1/10/2022 10:02:45 AM by Mark Sayers

Create a project report with a gantt chart

I would like to create a project report that shows a gantt chart. I have put all my projects in one program and can create a report to show Name and Start and End dates. I want to have a visual representation of the data - similar to a Gantt char...

3 Answers

Mark Juzwiak Last activity on 1/7/2022 12:43:21 PM by Mark Juzwiak

IP Addresses used by iPaaS

Does the "IP Addresses" article (https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=6725) also include IPs used by the iPaaS functionality? It's not listed in the list of applications, so I wanted to make sure.

2 Answers

Christopher Myers Last activity on 1/7/2022 2:14:57 PM by Mark Sayers

Merging Multiple Tickets

Is it possible to merge multiple tickets? Or is possible to merge tickets from the main "Tickets" tab (All open tickets)

1 Answer

Alex Oquendo Last activity on 1/7/2022 10:20:05 AM by Mark Sayers

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