Questions

Adding external e-mail as a contact on a ticket?

Is there a way for us to add an external e-mail address as a contact on a ticket so that they will get notifications when notes are added to the ticket?

1 Answer

Kay Brewer Last activity on 10/24/2024 11:50:04 AM by Mark Sayers

Password change

Good morning,
How can I change my password to solutions.teadynamix? I've reset it but I didnt find a link to enter a new password?

1 Answer

JJ Garcia Last activity on 10/24/2024 11:19:26 AM by Mark Sayers

Styling Not Rendered in IPaaS HTML Template

Please see below. I have an IPaaS HTML Template that renders correctly in the design mode, as well as a web browser, but when I use it in a Ticket Update action (using STD action), the styling of the template is lost. The table data is displayed...

1 Answer

Tevis Boulware Last activity on 9/19/2024 12:03:26 PM by Tevis Boulware

Deactivated attribute visibility when building reports

Hello,
I recently deactivated a bunch of attributes that were no longer being used (either on no forms or on deactivated forms). I was under the impression that they would then no longer be visible in the Custom Attributes filter list when ...

1 Answer

Tanner Grubbs Last activity on 10/23/2024 1:09:03 PM by Mark Sayers

Ticket Template usage

We commonly get calls in for very similar issues. When a customer service representative fields such a request I would like to minimize the amount of work they need to perform to minimize the number of errors they can perform and to increase effi...

1 Answer

Richard Linscott Last activity on 10/21/2024 4:34:06 PM by David Tod

Knowlege base question

I know the knowledge base articles can be added when updating a ticket. However, can knowledge base articles be added to the ticket for the customer or technician to use to help resolve the issue.?

1 Answer

Matthew Thompson Last activity on 10/21/2024 4:10:33 PM by Mark Sayers

Primary Responsibility at time of Respond by SLA Violation

Greetings.
I'm trying to determine who is Responsible for tickets when an SLA becomes violated.
If I use Primary Responsibility and Respond By Violated it will tell me if an Respond SLA Violation happened and who is the most recent perso...

1 Answer

Richard Linscott Last activity on 10/18/2024 3:55:00 PM by Mark Sayers

11.10 release and outage period

Good Morning, does anyone know when the 11.10 release is scheduled to begin and how long will the outage be?

1 Answer

Rhonda McAfee Last activity on 10/18/2024 1:25:08 PM by Mark Sayers

Security Roll Client/ License Question

Hello,
We recently considered involving non-technicians in some of our projects to handle specific tasks. After reviewing the feasibility, we decided that if we move forward with this approach, we would establish a new rule based on the Globa...

1 Answer

Chuck Beedy Last activity on 10/18/2024 12:34:58 PM by Mark Sayers

Dated Ticket Emails / New Ticketing Application

We are in the process of migrating to a new ticketing application over the next 6 weeks.
For existing open tickets, we plan to move them to the new application.
We are particularly interested in guidance on how to best redirect a customer...

1 Answer

Nick Durr Last activity on 10/18/2024 12:31:14 PM by Mark Sayers

Multiple Project Requests

Is it possible to have multiple types of Project Requests in TDX? To elaborate, we are using TDX for multiple divisions. We have an existing project request type for IT project requests. Is it possible for another division that is using TDX, t...

1 Answer

Mathew Chandler Last activity on 10/18/2024 12:02:18 PM by Mark Sayers

Bulk delete assets

Can i bulk delete assets? i have over 1000 that i need to do as we are getting duplicate records. each one of our ipads that are pulling from jamf via a script from sassafras is creating 16 or so records. i have had many meetings with sassafras a...

1 Answer

James Richard Last activity on 10/18/2024 10:16:42 AM by Mark Sayers

Assets search filter

When I go to assets, I understand that is the only way to bulk update them, but if I have a list of let's say 50 that need a field bulk updated, it looks like in the filter under serial number I can only look up one at a time unless there is anot...

1 Answer

James Richard Last activity on 10/17/2024 3:45:04 PM by Brittany Renn

Asset data auto population

for our assets, is there a way to auto-populate like in tickets someone's department when we choose their name as the owner?

1 Answer

James Richard Last activity on 10/18/2024 9:38:29 AM by Mark Sayers

Workflow or Automation Rule that fires based off the Date Modified Field

We are trying to implement a way to automatically close tickets with assigned workflows when the approver on the current step does not act on the ticket within 7 days.
The condition workflow step does not offer the Modified Date field as an o...

1 Answer

Katelyn Bobbitt Last activity on 10/17/2024 3:29:33 PM by Brittany Renn

CAI - WhatApp

Hi...I read the release notes, but I could not understand what the use of WhatsApp is for. Can requestors use WhatsApp like they would be using CAI?

1 Answer

Michael Rodriguez Last activity on 10/17/2024 1:52:44 PM by Mark Sayers

Group Management in TDX

Our institution was just planning out groups in TDX, and we just were wondering what was best practice in regards to this. We want to limit access to some knowledge base articles based on the group (that is my understanding).
I found the arti...

1 Answer

Ryan Porter Last activity on 10/17/2024 1:42:19 PM by Mark Sayers

Budget remaining (TDNext)

Hello,
Once I have set up my project's budget and entered expenses, where can I see the remaining budget? I've run a custom project report and included 'remaining budget' as a report field, but is there a more straightforward way to get this,...

1 Answer

Constantin de Boisseson Last activity on 10/17/2024 12:42:25 PM by Mark Sayers

Inactivity Time Out Period for Ticket Submissions

How long will a ticket submission stay open before it times out due to inactivity? Can this time period be altered?

1 Answer

Zach Sinclair Last activity on 10/17/2024 11:59:22 AM by Mark Sayers

Ipaas metered flows and connectors with a proxy.

We have on use 2 connectors that interacts with an external platform. One of them is a cloud service and the other one is our local instance of the same product. In order to connect to the local server we use an ipaas proxy.
Some of the flows...

1 Answer

Josue Melgar Last activity on 10/17/2024 11:01:02 AM by Mark Sayers

Merged Ticket Data

When a ticket is merged, is any record of the original form fields from that ticket(s) stored anywhere, or is it just gone?

1 Answer

Debra Hitch Last activity on 10/17/2024 10:43:52 AM by Mark Sayers

Department API endpoint

I'm not finding in the API endpoint documentation that its possible to update a users list of Account Departments. Only the default department. Is that accurate or am i missing a way to do that for individual users.

1 Answer

Bill Harlan Last activity on 10/17/2024 9:19:55 AM by Mark Sayers

Sandbox maintenance typical affect

Hi all,
Just wondering what the typical experience has been during a Sandbox maintenance period with respect to accessibility. The maintenance scheduled for October 18 email states "...may be periodically unavailable between the hours of 9:00...

1 Answer

Damon Stennett Last activity on 10/15/2024 3:15:32 PM by Mark Sayers

Any alternate ways to Unsubmit time reports?

Sometimes a manager in our organization will reject a time report because it needs additional information filled in. When this happens, the user gets a notification it was rejected, but they can't do anything about it. An admin has to go into TD ...

1 Answer

Kay Brewer Last activity on 10/15/2024 12:12:20 PM by Mark Sayers

SB updates tied to releases

To confirm, sandbox environment updates tied to releases are simply updates and don't result in a refresh correct?
I'm looking to confirm that work we are doing in the SB will not be lost this weekend.
Thanks!

1 Answer

Rebecca Murphy Last activity on 10/15/2024 9:50:17 AM by Brittany Renn

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