Questions

Display options for operational hours in the add ticket task window

In v11.6, operational hours are being displayed when adding a task. We are a small shop (we know our one set of operational hours) and all that does for us is to force people to scroll down to finish entering more important information. Is there ...

1 Answer

Greg Van De Mark Last activity on 12/21/2022 10:25:34 AM by Brittany Renn

Customize Chart Report

Hi,
I have a report that is displayed on desktops as a Pie Chart, when you click on any of the slices it shows details. Is there a way to customize the columns, sorting, etc on that detailed report?
Thanks,
Chris

1 Answer

Chris Wammes Last activity on 12/20/2022 4:51:48 PM by Brittany Renn

How to pass query parameters to iPaaS form?

With the release of 2.3, we should now be able to pass query parameters to a form. The data model suggests that it should be Query-Name (release notes say Query_ but the data model suggests otherwise), but how do we actually construct the URL for...

2 Answers

Jason Pelletier Last activity on 12/21/2022 10:51:59 AM by David Tod

Odd Read By Time Stamps

It has been brought to my attention that there is an odd date and time read by time stamp on a ticket by 2 people we KNOW are off. We checked the sign in logs and there was no sign ins made by these people either. Can send a screen shot if helpf...

2 Answers

Mathew Chandler Last activity on 2/27/2023 3:22:59 PM by Mathew Chandler

Risk impact, probability Options

Is it possible to edit what the options are?
So for example, we could use probability options like Rare, unlikely, possible, likely, almost certain? or impact options like catastrophic, critical, moderate, negligible, insignificant?
There...

1 Answer

Tanya Anderson Last activity on 12/15/2022 12:06:05 PM by Mark Sayers

Asset Relationship imports

We are moving from a homegrown system into TDX for Asset Management. The current system supports the use of dependencies at an And/Or level. Or is used for multiple dependencies. What I am wondering is if there is a way for us to use the External...

1 Answer

David Robertson Last activity on 12/15/2022 10:57:40 AM by Mark Sayers

Asset Import Not Working

Hello, please see the following. We are trying to do an Asset Import, but keep getting an invalid product model. Not sure why, since everything seems to match and map correctly.
https://app.screencast.com/Bmnyx563SPG63
I have attached t...

1 Answer

Tevis Boulware Last activity on 12/15/2022 10:09:07 AM by Mark Sayers

Can I get Org ID from a person field (to use in a web service method)?

I want to use web service methods to call to a service provider on campus.
That server can ONLY utilize the values that we have stored in the Organizational ID fields of the TDX user records.
For "Requestor" you have exposed the requestor...

2 Answers

Mark Jensen Last activity on 12/15/2022 10:43:07 AM by Mark Jensen

Building out an application for another department

Hi,
We are building out an application for HR. Is there a step by step guide available on how to build out another application?
Thank you!

1 Answer

Malia Gallardo Last activity on 12/15/2022 9:13:24 AM by Mark Sayers

API Endpoint to PATCH a Requestor?

Is there an endpoint we can use with a web service method to PATCH (change) the Requestor in a ticket?
this is related to a question I asked previously: https://solutions.teamdynamix.com/TDClient/1965/Portal/Forums/Questions/Details?ID=1157...

1 Answer

Scott Cory Last activity on 12/14/2022 3:47:30 PM by Mark Sayers

Restrict Agencies by Application?

I know we can identify that groups are for specific applications, but I'm wondering about agencies. Here's the situation. We have several ticketing applications. One of which is for our Police department. They do work with other area police depar...

1 Answer

Tanya Anderson Last activity on 12/12/2022 10:33:25 AM by Mark Sayers

Better handling for auto-reply emails, both in- and out-bound?

This is more of a suggestion than a question. I would be thrilled if TDX had some built-in detection for automatic response emails, and an option to ignore those emails. Currently we have a handful of Inbox Rules that mostly do the job, though oc...

1 Answer

David Pettitt Last activity on 12/9/2022 12:42:47 PM by Mark Sayers

Client Visible Ticket Attributes - Edit all attributes or change defaults?

Is it possible to set all ticket attributes in a ticketing application to client visable without having to go in and edit each one?
As a follow up, is there somewhere where the default can be changed so that all new attributes created are set...

1 Answer

Will Lindauer Last activity on 12/9/2022 12:10:42 PM by Brittany Renn

Import user data validation question?

I'm using the People import utility to load users into TDX. The source os people data is changing at my instution. am attempting to validate the users that I tried to import but am unable to get bulk user data out of TDX.
First the Import job...

1 Answer

Nathaniel Obee Last activity on 12/9/2022 9:39:32 AM by Mark Sayers

Web Service to Reassign Ticket to a Group

Good afternoon,
I'd like to find out if there's a way to create a web service that allows a workflow to reassign a ticket to another group. I've reviewed the below TDX KB article that explains how to create a web service that would reassign t...

1 Answer

Nate Sakovitch Last activity on 12/8/2022 5:00:06 PM by Nate Sakovitch

How do I get a new employee access to Solutions?

We have a new employee and would like them to be able to log in to Solutions; how do we go about getting them access?

1 Answer

Mark Juzwiak Last activity on 12/8/2022 4:05:46 PM by Brittany Renn

Duplicate assets using Excel Import

We are feeding some server information over into TDX using Sassafras, but I want to upload some additional information for the servers that can't be gathered using Sassafras. We don't have service tags for servers and only have serial numbers fo...

1 Answer

Susan Galvin Last activity on 12/8/2022 1:17:51 PM by Brittany Renn

People Import Utility failure reason?

When using the TeamDynamix People Import Utility is there some log or anything to tell me why my file went to the Failed folder? When this happens there is nothing in the Import Jobs to show errors.
Thanks,
Nate

1 Answer

Nathaniel Obee Last activity on 12/9/2022 2:54:28 PM by Mark Sayers

Mystery State Update

Please see the following. We have a ticket where a technician closed the ticket (10:50 AM) and then three minutes later the configured Email Reply monitor re-opened the ticket and then sent out "blank" notifications.
https://app.screencast....

1 Answer

Tevis Boulware Last activity on 12/7/2022 4:58:55 PM by Brittany Renn

Hard-Coding Email Address into Web Service Method

I am attempting to use a Web Service Method to send an email to a third-party email address (hard-coded, it will always be the same address). I have started the method using the steps found at https://solutions.teamdynamix.com/TDClient/1965/Port...

2 Answers

Anderson Hanchett Last activity on 12/7/2022 11:05:04 PM by Anderson Hanchett

Retention of Request

What is the retention of the ticket requests? Is the request archived or purged?

1 Answer

Tyler Duncan Last activity on 12/7/2022 9:33:27 AM by Mark Sayers

Can you change where tags appear on a service or KB in the client portal?

Is it possible to have "tags" appear at the bottom of a Service or KB article? We have several services/KBs that have a LOT of tags and it clutters the look of the page when they appear under the Title. One line or even 2 is okay, but some folk...

1 Answer

Michelle Fallon Last activity on 12/6/2022 3:56:42 PM by Mark Sayers

Asset Owner vs Asset User

When we launched TD for asset management, we assigned central IT as the Owner since we purchase most of the assets for the organization, and listed the customer using a device as the User. In hindsight, it appears that the Owner field has a lot m...

1 Answer

William Morrison Last activity on 12/6/2022 1:03:03 PM by Mark Sayers

How to Mass Update Assets Using External Data

I am trying to update over 1,000 computers in TDX assets. I am trying to filter my assets to the desired ones, I want to update. Is there a way that i can Filter the assets compared to extanl data?
For example: I have a excel list of all th...

2 Answers

Mathew Chase Last activity on 12/6/2022 12:44:56 PM by Mathew Chase

Assigning SLA depending on time ticket created. Business hours vs. off hours

Hi
We'd like to be able to have a different SLA response time if the ticket is created during business hours vs. being created during off hours.
Automation rules don't seem to have Created date/time as a condition. Is there a way to do th...

2 Answers

Chuck Renninger Last activity on 12/6/2022 5:01:16 PM by Chuck Renninger

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