Questions

People Application Access

When we first implemented TDX ticketing, we left the People application off for most of our technician roles. Basically, only admins and our Service Desk techs have the People app as well as a permission to create a new user.
My question is, c...

1 Answer

Bret Swart Last activity on 10/23/2023 4:24:30 PM by Mark Sayers

Auto-Refresh does not seem to be working

Hello,

The auto refresh checkbox does not do ANYTHING. We have done several tests and still, it does not automatically refresh the tickets.
Hope you can fix this issue or let us know what might be the problem.

Thanks!

1 Answer

Kenneth Reiersen Last activity on 10/23/2023 2:26:29 PM by Brittany Renn

Assign tasks automatically when ticket is assigned?

Hi there,
Hopipng someone has a better suggestion than what I was able to come up with on my own (aka nothing): is there a way to set up TD so that, when a ticket with an associated task template is assigned to one of my techs, the first task...

1 Answer

Stuart Carapola Last activity on 10/23/2023 10:18:47 AM by Mark Sayers

Automatically Update Ticket Status Question

Hello,
We are looking for a way to have a ticket's status be automatically updated from "Pending User" to "Open" once a user replies to us. For example, we need more information on a ticket so we update the ticket to Pending User and ask the ...

1 Answer

Riley Fay Last activity on 10/20/2023 4:25:54 PM by Mark Sayers

Set Alert on User/Person

Hello is it possible to set any sort of alert on a user for when they submit a ticket. Mainly for when certain people are asking for requests to be tracked for certain users.
Thanks

2 Answers

Nicholas Tumbleson Last activity on 10/19/2023 4:12:37 PM by Mark Sayers

Add event tickets to an event calendar

Hi,
We set up a ticket type for Event setup requests. Will usually have an event date, event start time, event end time, and what resources they would need from us (data projector, wireless mics, speakers, etc)
Could I get your suggestion...

1 Answer

Jimmy Luong Last activity on 10/19/2023 9:22:42 AM by Mark Sayers

Report on Ticket Contacts

I submitted Service Request #24033118 for a product enhancement. In the meantime, is there a report that will show all contacts on a ticket?

1 Answer

Scott Cory Last activity on 10/18/2023 5:00:33 PM by Mark Sayers

Workflow Tasks showing under "Awaiting Approval"

I have a form that is used for laptop repairs and technicians go through a list of inspections and mark if components work. When the ticket is submitted the workflow checks if any of the fields were marked as "repair needed" and then creates a ta...

1 Answer

Tyler Steele Last activity on 10/18/2023 11:00:08 AM by Mark Sayers

Flow logs not showing

Please see below. I have a sub flow in an application that logs errors and the success of the subflow execution. However, when the primary main control flow, all the sub-flow logs show in the Application Log section, where I would expect them t...

1 Answer

Tevis Boulware Last activity on 10/19/2023 10:55:32 AM by Mark Medaugh

Reporting on Project Task Updates/Comments

Is there really no ability to report on task level updates OR comments in the current Task dataset?
I'm referring to the Action->Update step at the TASK level.

1 Answer

Rebecca Murphy Last activity on 10/17/2023 9:55:38 AM by Mark Sayers

Changing format of emailed ticket report

Hello, we've started sending automated ticket reports to our departments. We attach and HTML formatted list of the open and in process tickets.
The report works fine, but the recipients receive the email message below.
They are getting ...

1 Answer

James Moyle Last activity on 10/16/2023 3:05:57 PM by Brittany Renn

Ticket Feed Filtering

We are using iPaaS steps in many of our ticketing workflows now. These steps generate Feed data in the tickets. Is ther ea way to filter out such System generated feed messages when viewing a ticket? Also, can the (private) feed content be fil...

1 Answer

Jon Ricketson Last activity on 10/16/2023 4:03:58 PM by Mark Sayers

API/Web Method to Notify Non TDX User

Hello, I haven't been able to find an API call, IPaaS connector method, automation rule, or workflow notification that allows the notification of a non-TDX user. Am I missing something or do you have any recommendations?
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 10/16/2023 3:31:08 PM by Mark Sayers

Response template custom text fields to be used as template tags

Are there any plans for allowing custom text fields to be used as template tags inside response templates?

1 Answer

Sharon Jarmoc Last activity on 10/16/2023 12:56:09 PM by Brittany Renn

Ticket workflow approvers

I am trying to assign the "approver" role to specific users. These users do not need to do anything other than reviewing a change request and signing off on it.
How do I define the user and were is the Approver roles designated? What leve...

1 Answer

Andrew Krapf Last activity on 10/13/2023 5:01:20 PM by Brittany Renn

Asset export to Excel

We have used a number of custom attributes in our Asset imports.
We would like to be able to do an export of ALL the Asset records with ALL the fields, including the custom attributes.
The Export to Excel function does not do this -- only...

1 Answer

Mark Jensen Last activity on 10/13/2023 1:32:25 PM by Brittany Renn

Email Monitor no connecting

Hello!
We have inherited a TDX environment where an Email Auth Account was already configured in the Ticketing app. I setup a monitor, but I keeps getting the error below. My email folders are in the root as shown in the second image. I chang...

1 Answer

Michael Rodriguez Last activity on 10/13/2023 9:22:08 AM by Mark Sayers

Department read-only default value

Hello!
Wondering if anyone know how to add a default value to department and if it can be made ready-only in forms. I am thinking of making a college name static value for departments on all forms.

1 Answer

Michael Rodriguez Last activity on 10/12/2023 1:08:16 PM by Brittany Renn

Auto assigning a custom attribute

we have an HR ticketing application, is there a way that when an email comes in, it auto assigns a custom attribute such as our General help Category?

1 Answer

James Richard Last activity on 10/12/2023 11:16:27 AM by Brittany Renn

Workflow Timer Step

Hello everyone, is there a known issue with the Timer service in TDX Workflows?
I have a 1 minute timer in a couple different workflows, but it never takes 1 minute. It usually takes about 5 minutes, but I've seen it take over 10 minutes as w...

1 Answer

Tamara Buch Last activity on 10/11/2023 4:31:03 PM by Mark Sayers

How to Assign Responsibility of the ticket in a Form

When I create my form, "Responsible" is not a built in option. I want the person filling out the form to choose who is responsible for the ticket.
When I create an attribute that is named "Responsible," it doesn't actually assign the ticket ...

1 Answer

Ryan Clarke Last activity on 10/11/2023 1:09:36 PM by Mark Sayers

Out of Service Asset Status

Is it possible to to add this as a filtering option in both Asset and Configuration Item Reports? I'm not seeing where I can do this. I can set "Is Active" to false for Configuration Items, but I am unable to set "Is Out of Service" for Assets. I...

1 Answer

Mallory Crowner Last activity on 10/11/2023 10:41:10 AM by Mark Sayers

Clearing Application Level Shared Data

If you have an application-level shared data object, that gets populated when a subflow is executed and then used by the main flow. Then, the next time you run the main flow, you want a clean set of data. How can you then clear the existing dat...

1 Answer

Tevis Boulware Last activity on 10/11/2023 10:11:29 AM by Mark Sayers

Workflow Stages

Hi!
Are workflow Stages required for successful implementation of workflows?
Also the approvers in various sequential steps are also in the group the ticket is assigned to. Sometimes an approver that is far down the line in the approval p...

1 Answer

Michael Rodriguez Last activity on 10/10/2023 10:25:25 AM by Mark Sayers

Email monitor vs automation rule

Hi!
When an email monitor captures an incoming ticket will automation rules get to it first? If I set the responsible group in the email monitor, will automation rules leave it alone? Could I leave the responsible group in the monitor blank a...

1 Answer

Michael Rodriguez Last activity on 10/9/2023 9:09:31 AM by Brittany Renn

General Questions (Public)

Popular Tags