Questions

User report for Client portal with specific filter not visible

What is the best way to get a report of number of total portal application users but need to filter out by security role of NOT "Client +KnowledgeBase".
I do not see a filter in TDAdmin to be able to do this and TDAdmin limit on rows exported...

1 Answer

Sharon Jarmoc Last activity on 2/15/2023 5:00:45 PM by Brittany Renn

Adding Files to Closed Projects

Is there a way to add files to a closed project in TDNext or TDAdmin? I have checked the Files tab and there does not seem to be an option to add files there. The Briefcase tab is absent on the project in question.
Thank you.

1 Answer

Anderson Hanchett Last activity on 2/15/2023 2:16:50 PM by Mark Sayers

Best Way to Organize Cards in Each List

Hello,
I have a Card Wall plan that has three tasks for each team. I would like to keep them organized to show all of the first tasks, for each team, together and then further down the list we would see the second task for each team. I've be...

1 Answer

Rachel Renckly Last activity on 2/15/2023 2:14:44 PM by Mark Sayers

Update Start/End Dates on All Cards in a List

Hello,
Is there a way to update the Start/End dates on more than one card at a time? In the Waterfall Plans you can edit the dates and drag that date down to update multiple tasks at once. Is there a way to do something similar to all the car...

1 Answer

Rachel Renckly Last activity on 2/15/2023 2:02:49 PM by Mark Sayers

Project Issue Notifications

I have several questions about project issues and their notifications.
Can issues notify someone other than the project manager by default when they are created? Do updates to issues automatically notify the person responsible? Can th...

1 Answer

Mariah Rible Last activity on 2/14/2023 3:54:29 PM by Mark Sayers

In Ticketing system how to make form field required

I need to set some of the field on my form to be required, but I see no way to do that. The answer I found in the KB was from 2016 and references a non-existing link:
Here is the link to our article on Adding/Modifying service form fields for ...

2 Answers

Will Tonkin Last activity on 2/14/2023 4:07:18 PM by Will Tonkin

Trying to update custom attribute fields on a ticket

Hi all,
I am trying to update a custom attribute that is on a ticket, although I cannot seem to get anything to populate there. I am able to update other fields such as the title with no issues. The way the code is right now it runs with no i...

1 Answer

Brandon Ferrotta Last activity on 2/14/2023 1:23:26 PM by Mark Sayers

Auto Reply to Requester of Unsuccessful Email Replies

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...

1 Answer

Damon Stennett Last activity on 2/13/2023 4:53:02 PM by Mark Sayers

changing ticket survey title

I need to make a change to the title of the ticket survey we're using in our main ticketing application. I see that the survey has an ID number, but we can't find anywhere to use that ID instead of the title of the survey. by editing the title of...

1 Answer

Becky Klein Last activity on 2/13/2023 1:39:18 PM by Mark Sayers

Checking if a Requestor is an Employee in a Condition Workflow Step

Good morning,
I'm working on various TDX workflows where, early on, we'd like to use a Condition step to check if an employee is making the request.
On TDX's User records, there is a checkbox for, "This user is an employee" (within the u...

1 Answer

Nate Sakovitch Last activity on 2/10/2023 9:56:33 AM by Brittany Renn

Asset import utility to add additional users to an asset

Is there a way to use the native import utility, in the Asset/CI app, to add additional users to an asset record? We already have an owner assigned but need a way to easily add additional users to the asset. Any help is appreciated!

1 Answer

Rob Rutherford Last activity on 2/9/2023 2:51:46 PM by Mark Sayers

Reporting on "Current Start Date"

Hi Mark - I am looking to create a Report that shows "New" projects with a Start Date in the past (ie: an audit report where projects should be "In Progress").
I am finding that my report filter is using the "Initial Start Date" in the logic,...

1 Answer

Taren Conley Last activity on 2/9/2023 2:43:27 PM by Mark Sayers

Simple things that just seem broken

Email notifications don't work:
- You update a ticket and you would think that there would be an email records send to the person who updated the record. Nope.
- Someone replies to a ticket that you are assigned to and there is no email n...

1 Answer

Tim Greenwald Last activity on 2/9/2023 10:03:01 AM by Mark Sayers

Change Management Workflow Switches Ticket to Service Request

Hello,
We are implementing change management in our environment and are running into an issue with an approval workflow. The Change form we use creates a Change ticket if the data entered does not trigger the workflow. If the criteria matches...

1 Answer

Jesse Gobeli Last activity on 2/8/2023 4:33:41 PM by Mark Sayers

Need to remove file robots.txt from our hosted system.

We are attempting to add our KB pages to our Google search, but we need to remove a file https://services.gvsu.edu/robots.txt . Do we have access to this directory on our hosted system? Would it be best to submit a ticket to TDX?
Relevant qu...

1 Answer

Jayne Dissette Last activity on 2/8/2023 2:57:00 PM by Mark Sayers

Projects vs. Workspaces

Now that they are completely separate, what are some guidelines as to which should be used when? or the differences between them.

1 Answer

Tanya Anderson Last activity on 2/7/2023 12:31:32 PM by Mark Sayers

Asset Intergration

Hello,

We will be using Allsight (sassafras) for importing our inventory assets. We already know that we can't automate our Asset Tag info such as ITS014516, but can TDX after it creates record ITS014516, but after a new record goes in ...

1 Answer

James Richard Last activity on 2/7/2023 11:39:40 AM by Mark Sayers

Template Tags in Response Templates

Hello,
When editing Response Templates in our ticketing apps, I'm only able to select TicketID, LastModifiedDate, and variations of the Requestor Name and Technician Name to insert into the template. There are significantly more options for ...

1 Answer

Pamela Jordan Last activity on 2/7/2023 10:31:42 AM by Mark Sayers

TDX Webhooks to iPaaS design

This is a design question about using webhooks with iPaaS. Given that TDX ticket webhooks trigger on common events (ticket creation, change, and deletion), it seems to me that there are two basic possible designs:
One webhook for each iPaa...

1 Answer

David Tod Last activity on 2/3/2023 10:00:20 AM by Mark Sayers

Groups

Is there a way to make a group that owns reports but cannot be assigned tickets?

1 Answer

JAMES HOUSEHOLDER Last activity on 2/2/2023 3:24:23 PM by Mark Sayers

Updating the Status of multiple tickets at once

Hi folks,
We're doing a clean up activity to move a large number of tickets from Resolved to Closed status.
Is there a way to change the status of a large number of tickets at once? Best way I can figure is to use TDNext > Ticketing Ap...

1 Answer

Erin Tramble Last activity on 2/2/2023 3:15:27 PM by Mark Sayers

Is there a setting to Notify Requester on Technician reassignment?

Could you please tell me if there is a current setting to Notify Requester on Technician Reassignment?

1 Answer

Will Tonkin Last activity on 2/2/2023 1:01:55 PM by Brittany Renn

Associating Task Templates to Ticket Templates

Hi team,
I'm looking to assign a task template to a ticket template indefinitely, but I cannot find a way to do this currently. Is this possible and if so, what is the solution to this?
Thanks
Charles

1 Answer

Charlie Joslin-Allen Last activity on 2/2/2023 11:08:09 AM by Mark Sayers

Asset/CI on Ticket Template

Is there a way to to define assets/cis for a ticket template. I know it can be added at the schedule settings, but our users would like to have it applied to a template they will manually apply. I've tried adjusting the form that is used and th...

1 Answer

Bill Harlan Last activity on 2/2/2023 9:28:32 AM by Mark Sayers

What's the best way to move a ticket in workflow AFTER a specific status change occurs.

I can't be the only one who wants to drop a ticket into the workflow and wait for a specific status to make it move to the next step in the workflow.
Do I have to create a loop with a timer and a condition?
This should be simple.
TjD

1 Answer

Tim Daugherty Last activity on 2/1/2023 3:14:46 PM by Mark Sayers

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