Questions

What does GETting the contents of an attachment return through the web api?

Does this just return the text or information within the attachment? For example if I GET a txt file, does it just return the text within the file? Or does this download the file/make it accessible? I need to download PDFs from tickets for an arc...

1 Answer

Troy Lopez Last activity on 8/3/2023 12:29:25 PM by Brittany Renn

Best Practice for decommissioning Groups

We were considering no longer using a group that has essentially become irrelevant to our processes. I was contemplating deletion of the group, archival of the group (remove members primary status and disconnect the associated application), possi...

1 Answer

James Tiggett III Last activity on 8/3/2023 9:43:09 AM by Brittany Renn

I have a new form that does not allow workflow to be assigned.

Assign workflow is not in the Actions list. It is a Public form.

1 Answer

JAMES HOUSEHOLDER Last activity on 8/3/2023 8:57:59 AM by Brittany Renn

TDX Converge 2023 Session missing recording

There was a recording of a Day 2 session presented by NKU on reimagining procurement and I saved the YouTube link. Now when I follow the link, it gives me the wrong recording, even though the Title and information is the same. https://www.youtu...

2 Answers

Jennifer Briggs Last activity on 8/2/2023 3:17:08 PM by Jennifer Briggs

Need Scheduled vs Actual Hours Report with correct data

We are in need of a scheduled vs actual report that shows correct data per person. Our department has been entering scheduled and actual time for a month now and we really need a simple way to see how we are doing with that.
Standard repor...

2 Answers

Sarah Glatz Last activity on 8/2/2023 3:17:48 PM by Sarah Glatz

Adding Recent Feed Entry to Ticket Report

I am trying to make a ticket report that will include the most recent item to be added to a tickets feed. For example, In an on hold report, it would be nice to see the most recent item in the feed which would likely be why the ticket was put on ...

1 Answer

Riley Fay Last activity on 8/2/2023 11:39:51 AM by Brittany Renn

Ticket Types and Type Categories

Hello!
Can someone help me understand what is the proper way to come up with Ticket Types and Type Categories? Are they optional? Should they mirror Service Catalog category/subcategory?
Thank you!

2 Answers

Michael Rodriguez Last activity on 8/2/2023 11:47:23 AM by David Tod

When a Task closes on a project that's time is managed by plan, does the unused scheduled time come off of the resource's schedule?

I manage my projects schedules by plan.
When a task is completed in less time than the estimate will the remaining time get added back to the resource's schedule?

1 Answer

Jeffrey Wormley Last activity on 8/1/2023 4:31:55 PM by Mark Sayers

When a predecessor task closes earlier than its end date will the dependent tasks' start dates move forward to start earlier?

I have 2 tasks.
One is a predecessor to the other.
If the first one ends prior to its end date will the second task's start date move forward to allow it start earlier?
Is it possible to make this happen automatically?

1 Answer

Jeffrey Wormley Last activity on 8/1/2023 2:45:48 PM by Mark Sayers

Project task dependency has a red border and will not save

Hello - I would like to know what the red border means when trying to enter a project task dependency (waterfall).
I have a project task on line 117 of my project and I want it to be dependent on the task on line 161. This dependency field o...

3 Answers

Sarah Glatz Last activity on 7/31/2023 3:50:18 PM by Sarah Glatz

Assets vs CIs

What is the positives/negatives of listing an item as an Asset vs a configuration item? We currently have a pretty large asset application listing most of the devices as assets and software as CIs. We are now discussing getting some server equip...

1 Answer

Danee Gunka Schwartz Last activity on 7/31/2023 1:47:00 PM by Mark Sayers

Subflow Run History?

I haven't been able to break the code when subflow Run Histories are recorded. Can you provide an explanation for when a subflow run histories are recorded? For example, I have a primary flow that is recorded that shows the called subflow was s...

1 Answer

Tevis Boulware Last activity on 7/28/2023 10:48:48 AM by Mark Medaugh

SLA Violation Reasignment

We are looking to reassign tickets that have violated an SLA to the resources manager. Looking through the SLA options I can see where I can notify a resource's manager and I can reassign tickets to specific groups or users. Is there a way to r...

1 Answer

Chip Singletary Last activity on 7/27/2023 12:17:08 PM by Brittany Renn

Are reports based on the entire application or can it be based on a form(s) within the application?

We have an employee that "copied" an existing report and named it new hospitality. They are wondering why is it pulling back both old and new form information instead of just the new form information.
So my question is is there a way to edit...

1 Answer

Justin Manibog Last activity on 7/27/2023 9:33:53 AM by Brittany Renn

Technician Not Notified Upon Ticket Creation

We have created a ticket type and assigned a group to receive notifications as the primary reviewers of the type, but one of the technicians that is a member of the group is not receiving email notifications when tickets of the type are created. ...

1 Answer

Anderson Hanchett Last activity on 7/27/2023 9:19:34 AM by Brittany Renn

Create report on use of private comments box

We were interested in creating a report that tells us whether our technicians are unchecking the private comments box or leaving it checked, so we can use this information as a training opportunity. We trained our technicians to uncheck the box ...

1 Answer

Renee Couperthwaite Last activity on 7/26/2023 3:51:07 PM by Brittany Renn

Integration with Microsoft Entra's Lifecycle Workflows in the future?

I know this is a new feature, so I'll understand if this is something that has yet to be discussed, but is there any possibility of integrating with Microsoft Entra's new Lifecycle Workflows in the future to further enhance how workflows process?...

1 Answer

Darrin Johnson, Jr. Last activity on 7/26/2023 3:18:15 PM by Mark Sayers

Run Report for "My Accomplishments"

Is it possible to run a report to see the "My Accomplishments" for an individual?

1 Answer

Carl Amlin Last activity on 7/26/2023 12:21:44 PM by Brittany Renn

Auth Username Update

Which API should be used to update users auth username. I need to update 300+ records and the people import or transfer from organization to TD is not working for us.

1 Answer

Alex Oquendo Last activity on 7/25/2023 3:51:52 PM by Mark Sayers

Knowledge Base Security - Approvers/Publishers

Hopefully a quick question!
We have a number of approvers/publishers setup in a role. Is there a way for that role to be able to approve/publish just the articles their GROUP owns? I saw some security around edit, but was curious our option...

1 Answer

Adam Petrea Last activity on 7/25/2023 2:12:57 PM by Brittany Renn

Bundle multiple reports in one email

I have supervisory staff who want to know more about the tickets their staff receive and complete. These supervisors will never answer a ticket, so they do not need a "Technician" license. I have created multiple reports for them. I'd like to kno...

1 Answer

Terri Edney Last activity on 7/25/2023 12:21:15 PM by Mark Sayers

Report on tickets that have a workflow completed

We have a work flow called Networking Firewall, we need to run a report based on which of dozen of tickets have this workflow completed.

1 Answer

Anita Barrett Last activity on 7/25/2023 11:49:49 AM by Mark Sayers

Retrieve uploaded file content in an iPaaS flow.

How can the content of an uploaded file be read and set as the value for a property in an iPaaS flow?

2 Answers

Gregory Baboolal Last activity on 7/26/2023 9:07:33 AM by Mark Sayers

Defining integer custom attributes as money

Is there a way to define a custom integer attribute as money so that it only accepts two decimal places and is preceded by the $ symbol? Some standard attributes have this formatting - see the Purchase Cost attribute within IT Assets.

W...

1 Answer

Krysten Adler Last activity on 7/24/2023 3:55:03 PM by Mark Sayers

CI form and associated Tickets

We are working on a project to change our CI items. We are merging them into one form so they all use the same attributes. We were going to do an import of the CIs but realized that the association with the tickets will be lost. Is there a way ...

1 Answer

Danee Gunka Schwartz Last activity on 7/24/2023 3:04:34 PM by Mark Sayers

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