Questions

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

API Endpoint to Convert a Ticket to a Project Request/Project?

I am just confirming that there is no API method to convert a ticket to a Project Request or Project? Or am I missing something?
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 7/22/2022 10:42:47 AM by Mark Sayers

Workflow Step to Update a Field in Ticket

Is it possible to add a step to a workflow that checks a box or sets a dropdown field to a specific value? When I click New Step, I'm not seeing a Type that will let me do this sort of thing.

1 Answer

Mike Schuster Last activity on 7/20/2022 4:01:25 PM by Mark Sayers

How to Change Web Service Provider in Method

I have 3 web service methods configured and I want to change the Web Service Provider in all of them. How do I do this? I don't see any way to edit the provider.

1 Answer

Mike Schuster Last activity on 7/20/2022 12:07:14 PM by Mark Sayers

Weird Email Generation using Addresses that Don't Exist

Please see the following, but we got some strange email responses from an email address that doesn't exist in our system:
https://www.screencast.com/t/BV6ottTe
The ticketing application ID is: 430.
Any ideas where this is coming from...

1 Answer

Tevis Boulware Last activity on 7/20/2022 9:22:42 AM by Mark Sayers

Workflow on SLA Violation

I need to be able to take action on a ticket after an SLA has breached that is something other than assigning to a specific person or group. I need to have a workflow run when this happens.
I've tried a number of things and right now I'm see...

1 Answer

Ken Stone Last activity on 7/19/2022 4:45:48 PM by Mark Sayers

Restore Deleted Task

Is it possible to restore a task that was deleted?

1 Answer

Mike Schuster Last activity on 7/19/2022 10:10:55 AM by Mark Sayers

Changing the requestor when they leave organization

Is there any way that someone has found, to easily change the requestor on a large number of tickets, if that person leaves the organization, and a new person should be considered the requestor?

1 Answer

Bill Harlan Last activity on 7/18/2022 4:36:59 PM by Mark Sayers

Workflow Approval Step Rejections

I have created a workflow with several approval steps. If an approval step is rejected in the workflow process, is there a way to send the rejection back to the requestor, have them update the information in the ticket, and start the workflow ove...

1 Answer

Valencia Ingram Last activity on 7/15/2022 11:49:39 AM by Mark Sayers

Card Wall Attributes

Is there (or will there be) a way to create our user-defined attributes for cards on a Card Wall? Similar to how we can modify ticket forms and project attributes?

1 Answer

Adam Reider Last activity on 7/15/2022 10:31:44 AM by Mark Sayers

Workflow Task Step - group assigned receive email notification?

Question: we have a workflow with a Task Step assigned to a group. Does the group get notified?
To confirm, when I view the group, the members have “yes” in the notified column. They said they didn’t get notified, so I am trying to figure out...

2 Answers

Heather Malecha Last activity on 7/20/2022 1:40:46 PM by Heather Malecha

Bulk Asset Import API (Custom Attributes)

Hello,
Following this documentation, here is the payload that I am sending to the /assets/import endpoint:
{
"Items": [
{
"SerialNumber": "ABCDE",
"ExternalID": 1234,
...

1 Answer

Daniel Hammond Last activity on 7/20/2022 10:56:45 AM by Mark Sayers

Delete a Service Offering?

How do you delete a service offering from a service? See the attached, but it doesn't look like there is an ability to remove a service offering.
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 7/13/2022 2:58:11 PM by Mark Sayers

Project on hold duration reporting

I have been asked to produce on hold metrics for our projects. Things like how many times a closed project went on hold during execution, max/median on hold duration, etc. There doesn't seem to be a way to get this info, so I am having to pour th...

1 Answer

Kevin McDonald Last activity on 7/13/2022 10:33:37 AM by Mark Sayers

Set the requestor to an email address

Maybe I'm going down the wrong path:
When an email comes in from an outside address (parent, vendor, etc), the 'Requestor' on the new ticket from the email monitor is set to that address. It doesn't create a user (that I can see), but we c...

1 Answer

John Shearer Last activity on 7/13/2022 10:05:06 AM by Mark Sayers

Ticket Task ID compared to Ticket ID

In our instance, Our first Ticket Task ID is in the 10000 range. Our first ticket ID started at 1.
What I'd like to ask is the task ID and ticket ID aren't exclusive pools of numbers right? Eventually, after a few months, we'll have both a T...

2 Answers

Bill Harlan Last activity on 7/8/2022 11:06:49 AM by Mark Sayers

Writing Custom Attributes in Assets with API

Hello,
I'm trying to create an Asset with an API call from a workflow. I have got the system to create the asset, but it seems to be ignoring my custom attribute portion. Here is my body:

{
"AppID":130,
"Name":"{{Name}}",
"StatusID...

1 Answer

Matthew Magee Last activity on 7/7/2022 4:02:10 PM by Mark Sayers

Group notifications to a shared email address

Hi,
We have a team that prefers to have their notifications go to a shared email (e.g. ITSM@nscc.ca) instead of individual users.
Is there any way to have Group ticketing notifications sent to a shared email address? The only solution I c...

1 Answer

Erin Tramble Last activity on 7/7/2022 11:10:12 AM by Mark Sayers

Adding Favorites in TDNext

Good afternoon:
One of our users has a "Favorite Services" tab in TDNext, and would like to add additional services to the list.
I do not seem to have this when I load TDNext, and I would like to know how to add the tab and how users can ...

1 Answer

Anderson Hanchett Last activity on 7/5/2022 11:31:19 AM by Anderson Hanchett

People Import Processor Task Templates

I am working with importing users via API. The People Import Processor service has two HTML templates for "success" and "error" that can get sent out. Is there a list of attribute tags that can be used in these templates to add additional informa...

1 Answer

Andrew Renfrow Last activity on 7/8/2022 3:11:12 PM by Mark Sayers

Tagging Someone in Slack from Web Service Method

I have a web service method I use to post to Slack. I'm wondering if it's possible to tag the person listed in the {{Responsibility}} field. That's a parameter in my method. When I try adding it in the Body like the following, it doesn't come ...

1 Answer

Mike Schuster Last activity on 7/5/2022 4:55:42 PM by Mark Sayers

Report Filtering

Hello! We are using ticket reports to organize work on our desktops. One of these reports is "Tickets Waiting for Assignment." All of our tickets come in with a default responsible group assigned. They appear in this report and, theoretically, wi...

1 Answer

chelsea doyle Last activity on 6/30/2022 4:14:26 PM by Mark Sayers

Alert/Notification Email Mapping

Our campus is consolidating from two email domains to one. We want to update all Primary Email and Alert/Notification Email to be the same (username@csuchico.edu). I was testing with the .xlsx people import template and there is no header for A...

2 Answers

Scott Cory Last activity on 7/6/2022 4:56:51 PM by Scott Cory

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