Questions

Surveys based on services

I apologize if this has been asked before but I couldn't find it in my quick search.

If you don't add any services in the Ticket Profile section of a survey, does it default to sending a survey to tickets for all services or does it not...

1 Answer

Curt Stewart Last activity on 8/10/2022 5:01:23 PM by Mark Sayers

Days counted for Survey Time Between Requests

How are the days counted for the Survey setting of Time Between Requests? We have ours set to 7 days. So if the survey was sent on the 1st, would the 7 day count be on the 8th or the 9th that they become eligible to receive another survey of that...

1 Answer

Phuong Hoang Last activity on 8/10/2022 2:40:28 PM by Mark Sayers

Populate Custom Asset Attribute with Custom Ticket Attribute

Hi,
We are using a ticket form where users input data about an asset and we would like to use that data to create an asset and fill in custom asset attributes. However, when we use a web service method in a workflow, we can store the ID of th...

1 Answer

Isaac Ramirez Last activity on 8/10/2022 10:08:39 AM by Mark Sayers

HTML & Reports

The new, HTML formatted tickets are great, but reports do not display the tickets in HTML, only plaintext. Is there a switch to flip so that reports are also formatted as the ticket so they are readable?

1 Answer

Jack Gallemore Last activity on 8/9/2022 2:03:16 PM by Mark Sayers

Formatting in Comments is great - What about Response Templates?

Hello! Firstly, very delighted to see the formatting update live for ticket comments, some of our non IT departments will be extra happy about this.
However, our Response Templates all look a bit sad and awkward in contrast now and I'm fully ...

1 Answer

Persephone McNair Last activity on 8/9/2022 11:01:19 AM by Mark Sayers

Auto-Generate Service Tag for Assets

I've looked through TDX's documentation and questions but have not seen this question asked before. We are looking at having the system automatically generate a service tag for assets. We were looking just using the ID but doesn't always incremen...

1 Answer

Larissa Hakes Last activity on 8/9/2022 10:20:32 AM by Mark Sayers

Is there a way to pull the results of an approval out of a workflow using an API?

Hello,
I'm not seeing how to query a workflow that's currently occurring or has completed and see what the result of various parts of that workflow were. For instance, if I want to tell another system of mine that a workflow step had complete...

1 Answer

Trent Urness Last activity on 8/11/2022 9:17:30 AM by Bryan Weist

Acct/Dept Import?

Is there an Import capability to update Acct/Dept data similar to the one for Assets?

1 Answer

Jon Ricketson Last activity on 8/8/2022 12:51:39 PM by Mark Sayers

Best Practices for Executive Summaries of Projects

Good afternoon:

I wanted to ask if there are any best practices for exporting data from projects (or project plans using Waterfall or Card Wall) for usage in executive summaries? Would there be a way to export all feed items in Excel, W...

1 Answer

Anderson Hanchett Last activity on 8/8/2022 9:36:38 AM by Mark Sayers

task template reports?

How do I setup a report to pull tickets that have had a specific task template applied? I'm having trouble figuring it out.

1 Answer

Becky Klein Last activity on 8/5/2022 4:17:42 PM by Mark Sayers

Users with more than 2 email addresses

The scenario: One of our support groups has a ticketing application where users will email in tickets from more than 2 different email addresses. (e.g. email from our institution, personal email, and partner institution email(like a work study th...

1 Answer

Nick Nunn Last activity on 8/5/2022 3:23:54 PM by Mark Sayers

Ticket Notifications

Can I control which "standard attributes" appear in a ticket notification? I want to remove Due Date and Priority from all notifications as we NEVER use those. We have customized our notifications but even when I remove reference to those two at...

1 Answer

Jon Ricketson Last activity on 8/5/2022 10:30:50 AM by Mark Sayers

Set Knowledge Base article based on ticket form choices

Is there a way to set the Knowledge Base article on a ticket based on the ticket form choices?
We can certainly do this via iPaaS, but wondering if there's something more obvious built-in.

1 Answer

David Tod Last activity on 8/4/2022 12:32:30 PM by Mark Sayers

People Attribute

Hello,
In a form, I am using a custom person attribute. In an attached workflow, I'm using a web service to change the title to include that custom attribute. I was wondering if there was any way to pull out the username of that custom pers...

3 Answers

Danee Gunka Schwartz Last activity on 4/13/2023 10:06:14 AM by Danee Gunka Schwartz

Passing data to a form via link?

Hello,
I'm trying to build an iPaaS form that simply exists to function as a page that displays some information passed to it.
This form needs to be accessible by a link contained within an email, and, as such, needs to contain the informatio...

2 Answers

Emil Sayahi Last activity on 8/26/2022 3:50:45 PM by Carrie Willis

Form Attribute to List Grid

Hello:
I would like to know if there is a most effective way to place a grid into a ticketing form? We would like to place a grid (preferably dynamic or expandable, but at least 7 x 3) to include people's names, roles, and email addresses.
...

1 Answer

Anderson Hanchett Last activity on 7/28/2022 3:36:56 PM by Mark Sayers

Attribute Dependencies

I need assistance in defining attribute dependencies on a form.
I am trying to create a form that asks the number of countries visited and based on the answer 1-4, it provides you with the ability to select the 1st country, start and end trav...

2 Answers

Tia Hughes Last activity on 7/26/2022 4:42:52 PM by Tia Hughes

Removing a workflow

Is it possible to give an Enterprise user the ability to remove workflows in a ticketing application? The only thing I can find under the options for a Security Role is to be able to always approve a step, I cannot find anything on removing the ...

1 Answer

Mathew Chandler Last activity on 7/26/2022 1:20:41 PM by Mark Sayers

Is there a way to set the Responsible value as Group/User in a ticket creation via API?

Hello,
Is there a way to set the responsible as group/user when creating a ticket via API? I tested a ticket create call and passed both the ResponsibleGroupID and the ResponsibleUid, but it is only setting the ticket to the ResponsibleUid va...

1 Answer

Phuong Hoang Last activity on 7/26/2022 10:46:11 AM by Mark Sayers

Workflow Timer Configuration

Is there a way to configure a timer step within a workflow to automatically fire off a specific date to initiate the countdown instead of it initiating on the date of the request submission?

1 Answer

Hermandez Wynn Last activity on 7/25/2022 3:28:37 PM by Mark Sayers

Personalized Ticket History Report

Our organization is using the standard ticket history report every week to review performance. Is there a way we can customize this report or set it for weekly email delivery?

1 Answer

Cole Baker Last activity on 7/25/2022 11:04:10 AM by Mark Sayers

API Create Ticket - "The type provided for the ticket does not exist or is invalid."

I'm having some issues getting the API to work to create a new ticket. Every time I try I just get the error:
{"ID":-1,"Message":"The type provided for the ticket: id: 0 APP:2885 does not exist or is invalid."}
I'm definitely passing ...

2 Answers

Austin Wolcott Last activity on 7/25/2022 10:09:36 AM by Austin Wolcott

Is there an API method for converting a Customer to a User?

Background : We are working on designing a workflow that would require an approval step. The approver will be selected by the requestor via a custom field on the form. However, some approvers may not have elevated their Customer account to a Use...

1 Answer

Dusty Borchardt Last activity on 7/22/2022 3:25:36 PM by Christasia Bloom

Product Model

Good morning,
I am trying to import assets using the asset import file. I keep getting a validation error that the product model is invalid, but it is spelled exactly the same as when I created the models. What am I doing wrong? See attached ...

1 Answer

Valencia Ingram Last activity on 7/22/2022 12:00:57 PM by Mark Sayers

How to Close Task Created By Workflow

My workflow creates a task for my group and there's no way way to prevent it from displaying in our unassigned tasks report. I assume this happens because it's only assigned to a group and not an individual? Is the only solution to remove the as...

1 Answer

Mike Schuster Last activity on 7/22/2022 10:58:19 AM by Mark Sayers

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