Questions

Automation Rule that Parses Through Ticket Description

Would there be a way to create an automation rule or email monitor rule that parses through ticket descriptions (email bodies) to obtain a specific number or string?
We are using an asset management platform that automatically sends emails to...

1 Answer

Anderson Hanchett Last activity on 8/23/2022 4:27:32 PM by Mark Sayers

Include 'Thank you' button in ticket template that changes status of ticket?

We would like to give our clients a "Thank you, I'm all set!" button in the emails they get from the ticket system that will just ensure that the status of the ticket is closed. Is that possible? We have a number of our people who are very poli...

2 Answers

Carly Born Last activity on 8/23/2022 10:35:42 AM by Carly Born

Attribute Dependencies

I have a form and I want to have one parent and all the other attributes I create to be dependant on it. Based on what is selected from the parent attribute, I want several different attributes to appear. Do I have to create a dependency for eve...

1 Answer

Alex Oquendo Last activity on 8/22/2022 4:30:12 PM by Mark Sayers

Closing a Group of Calls at Once

We recently had an outage, many calls poured into the system. We would like to be able to place the calls in one group and be able to close based on one resolution. I have searched the KB and have found nothing to help with this problem. I know...

1 Answer

Denise Chaney-Parker Last activity on 8/22/2022 12:03:25 PM by David Tod

Filter Report Based on Difference Between 2 Fields

Hi all,
I'm trying to build a report that shows tickets where the Primary Responsible is different from the Resolve By without having to go to export. I Suspect this is not possible, but wanted to check in case I am missing something.
Che...

1 Answer

Damon Stennett Last activity on 8/22/2022 9:52:23 AM by Mark Sayers

Tags in Ticket Templates

Is there a way to make "Tags" available in a Ticket Template? We would like tickets created by a specific template to also have predefined tags and from what I am seeing when creating a new template is that Tags is not available, even though Tags...

2 Answers

Tom Birmingham Last activity on 11/15/2022 1:18:15 PM by Eric Guthrie

Refresh Button on HTML Modules

Just to confirm, we cannot remove the refresh button on an HMTL module without also removing the title?
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 8/19/2022 11:29:21 AM by Mark Sayers

Average # Of Tickets Resolved Per Time Period

Hi all,
Wondering how to create a report to show the average number of the tickets set to resolved in a given time period. I want to be able to determine AVG resolutions per week per group.
Any help is appreciated
Cheers,
Damon

1 Answer

Damon Stennett Last activity on 8/19/2022 10:09:12 AM by Mark Sayers

People Import Utility

We are wanting to use the utility program for uploading all the people in our organization. Is there a template or form that helps us know which fields are needed and the order of those fields. We are an on prem customer. Any additional inform...

1 Answer

Carolyn Kobus Last activity on 8/18/2022 4:48:24 PM by Mark Sayers

Response Template Formatting

With the release of the rich text editor for updates and comments in 11.5, is there a specific tag or another way for us to do basic HTML formatting in our ticket response templates? I tried adding bold with <b> tags but the system seemed t...

1 Answer

Steve Aker Last activity on 8/18/2022 4:31:43 PM by Mark Sayers

Searching Workflows for Approvers

Greetings!
I have a request to identify how many service requests we have in our system (and which ones) involve a certain approver. Is there an easy way to search the workflows to see which ones contain this user as an approver?
Thank yo...

1 Answer

Ted Stahl Last activity on 8/18/2022 12:09:30 PM by Mark Sayers

Power BI

Hello,
I was looking at the following article: Question Detail - Microsoft Power BI and TDX ... (teamdynamix.com) and was curious to see if we (North Idaho College) might be so lucky to be a Private Cloud 2 customer? Otherwise, is there ...

1 Answer

David Cheang Last activity on 8/18/2022 12:02:02 PM by Mark Sayers

What does the article reporting attribute "Read By" actually count?

Tried to find some info in KB and questions but couldn't. If already asked/answered I apologize.
Wondering specifically what does the "Read By" attribute measure for KB articles. Is it number of authenticated users that viewed the article? ...

1 Answer

Bill Harlan Last activity on 8/18/2022 10:09:45 AM by Mark Sayers

What is the default email sender in "Use the default email sender" in the Outbound Email Settings

Hi all,
We have an SMTP custom email sender set up in our environment, but the documentation as to why is incomplete. I'm trying to figure out why we would have an SMTP sender versus the "default email sender" and need to know what the "Defau...

1 Answer

Damon Stennett Last activity on 8/18/2022 9:39:27 AM by Mark Sayers

v11.5 TDNext search: multiple client portals

I do a search in TDNext and expect to see knowledge articles returned from two different client portal apps. I get results from only one - the default client portal app. Is this intended behavior?

1 Answer

Greg Van De Mark Last activity on 8/18/2022 8:54:17 AM by Mark Sayers

Time Types in waterfall project plans

Hello,
I may be missing something but is there a way to get Time Types to automatically be added to tasks in waterfall project plans?
Thank you,
Todd Simpson

1 Answer

Todd Simpson Last activity on 8/17/2022 4:13:13 PM by Mark Sayers

Requester Flags/Alerts

I'm looking for a way to alert a technician of a requester's status at ticket creation. We're already using Request Priority for our VIPs, but we need to another field that is visible in the little requester info box when creating a ticket.
...

1 Answer

John Anderson Last activity on 8/17/2022 2:00:51 PM by Mark Sayers

KB Article ID

Could someone provide me with an accurate definition of the KB "Article ID"? Thanks!

1 Answer

Morgan Cranston Last activity on 8/17/2022 9:16:58 AM by Mark Sayers

Deleting or Deactivating Project Plans

Hello:
Is there a way to delete or deactivate project plans as an alternative manager on a plan or TDAdmin?
Thank you.

1 Answer

Anderson Hanchett Last activity on 8/16/2022 10:44:22 AM by Mark Sayers

Workflow not attached when ticket created via API

Hello, we have a service with a linked workflow that gets set correctly when creating a ticket in TDNext or through the service page. However, the workflow is not attached correctly when we create a ticket through an API.
Any ideas why an AP...

3 Answers

Tevis Boulware Last activity on 9/18/2024 11:16:13 AM by Scott Cory

Change Management Exemplars?

Is there a great example of change management out there, we're having a hard time envisioning how we would use it - especially in relation to existing service requests - and I'm a visual person. I'd like to see how someone is using it very well ...

1 Answer

David Doherty Last activity on 8/15/2022 2:22:17 PM by Mark Sayers

Descrepancy between sent message and what TDNext recorded.

Good morning, please see the attached. Image "19438457-email" shows the email reply message, and "19438457-TDNext" shows what is posted in TDNext. Notice following lines are missing in the email reply:
"<restart>
manage-bde –protect...

1 Answer

Tevis Boulware Last activity on 8/15/2022 2:11:16 PM by Mark Sayers

KB Ready By

What constitutes as a KB that is "read" (read by history/tab)? Does a user just need to access the article, or is there some other criteria?

1 Answer

Morgan Cranston Last activity on 8/12/2022 2:48:50 PM by Mark Sayers

Can a custom ticket attribute with type=person be defaulted to be the ticket Creator on the ticket's form?

1 Answer

Jon Ricketson Last activity on 8/12/2022 12:41:50 PM by Mark Sayers

Responsible Field Settings

Could you help me find where this setting in the attached file is located? I cannot seem to find it after the most recent update.

1 Answer

Derek Hickman Last activity on 8/11/2022 4:14:35 PM by Mark Sayers

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