Questions

Checkout Loaner Asset

Hello,
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?

Hello,
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

Hello,
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

Hello
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

https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=132275
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

Hi,
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

TDX Backup and Restore Procedures

Questions required for risk analysis.
1. How often is data backed up and where?
2. Are there backup or downtime procedures if the application/system is unavailable?
3. If we need to have data restored, do we need to work with TDX support...

1 Answer

Fillagot Taye Last activity on 2/27/2024 3:37:39 PM by Mark Sayers

Auto-Populate Form Field from Requestor or People Attribute

Hi, I want to have a form field that will automatically fill in a user's attribute (job title, unique identifier, etc) when they are selected from another Person Lookup field. Is this possible in TeamDynamix or is this something an iPaaS flow ca...

1 Answer

James Cherry Last activity on 2/27/2024 3:20:43 PM by Mark Sayers

Project Task Status History / Calculating data for Flow Metrics reporting.

Is there a table in the database that stores the history of Project Tasks? I am looking for a way to pull the dates that a status changes for Project Tasks in order to build a Cumulative Flow Diagram for Agile / Scrum metrics in Power Bi. I've ...

1 Answer

Darin Waldrop Last activity on 2/29/2024 11:11:42 AM by Mark Sayers

form on a desktop

on our client portal we have a service form, i know on my desktop i have a TDNext creat it help ticket, is there a way to put that service form as something like the create it help tickets?

1 Answer

James Richard Last activity on 2/27/2024 2:26:15 PM by Brittany Renn

Link Ticket Types to KB Articles

Hi,
Does there currently exist a way to link either KB Articles or KB categories to a ticket type? So that when a ticket of a certain is created there is immediately related articles shown along the side panel under the user information or a ...

1 Answer

Peter Soto Last activity on 2/27/2024 1:45:36 PM by Mark Sayers

I would like to stop Auto-Notifications from reopening a ticket such as an out of office

I would like to stop Auto-Notifications from reopening a ticket such as an out of office. Is there a way to filter incoming messages to stop certain responses from automatically re-opening a ticket.

1 Answer

Jeff Schilling Last activity on 2/27/2024 9:28:25 AM by Mark Sayers

Send notification based on form entries.

Hi,
We have a department who wants to automatically send a notification with information rather than work a the ticket. In this case, they want to offer a link (or links) to instructions when people check the right box. Or boxes.
I have...

1 Answer

Sheila McBride Last activity on 2/26/2024 2:22:49 PM by Mark Sayers

Disable or Suspend Sandbox Ticket Emails?

Hi there,
We've been doing some testing in our Sandbox environment with bulk importing Issues into a Workspace. Unfortunately, this is sending email notifications to those that have an Issue assigned to them that is being updated. This led to...

1 Answer

Brian Hoang Last activity on 2/26/2024 11:37:36 AM by Mark Sayers

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