Questions

Cart feature

Does TDX have an ability to have any semblance of a cart/shopping cart feature where a user could add items and check out?
Thanks,
Robert

1 Answer

Robert Kelly Last activity on 3/23/2022 10:18:53 AM by Mark Sayers

Move Attchment from Ticket to another location

Hello,
In iPaaS, is it possible to get an attachment from a ticket in TDX and save it to a local file server? I see the "Get Attachment Content" in the Ticket connector but is it possible to grab the file and move it via the Windows File Serv...

1 Answer

David Mitchell Last activity on 3/23/2022 11:11:56 AM by Mark Sayers

Service field on Tickets

When typing in the 'service' field on tickets to look for a service, is there any ranking or weighting to the results that appear?
For example, we have a service of 'Software' that has various service offerings tied to it. When a technician ...

1 Answer

Julie Neville Last activity on 3/22/2022 4:49:08 PM by Mark Sayers

Audit Log for Viewing Attachments on Tickets

Hello,
As our organization uses TDX with ePHI bound by HIPAA, we have several protected attributes that we use. But attachments don't seem to have any protection functionality. Is there a way to audit in TDX who viewed or downloaded an attach...

1 Answer

Anthony Nave Last activity on 3/23/2022 9:36:21 AM by Mark Sayers

Notification Default Settings for Ticket Udpates/Edits/Comments

I have noticed that by default not many people are selected when I update/edit/comment on a ticket to receive a notification. When I "Update" a ticket, the "Requestor" is by default in the "Notify" section. Are we able to customize who is notifie...

1 Answer

Triston Martin Last activity on 3/22/2022 2:59:55 PM by Mark Sayers

Project Time summary report

Hi,
We have been trying to find a project time summary report that shows project name, project manager, and total hours by project, instead of individual project time entries. The point of the report would be for a supervisor to see where an ...

1 Answer

Gretchen Cannon Last activity on 3/22/2022 2:46:29 PM by Mark Sayers

TDNext technician view of ticket "Other Fields"

Hello,
Was curious the logic around what fields get displayed as "Other Fields" when viewing a ticket via TDNext as a technician and clicking "Edit". There seems to be a mix of the following fields, and I can't figure out the rhyme or reason....

2 Answers

Ryan Ranly Last activity on 7/7/2022 5:02:13 PM by Michael Press

Reporting on Initial Response and Last Response

I am trying to create a report that shows the initial response date/time to the client and the date/time of the last response to the client. The Initial Response field does not work for us because often tickets move from New to Waiting on Client...

2 Answers

Matthew Logering-Deactivate Last activity on 4/19/2022 7:45:45 PM by Michael Press

How long does it take to execute a Web Service Step to update ticket Status?

Hi guys,
I know that Web Services Steps are not executed immediately thanks to the documentation. Can you tell me roughly how long a Web Service Step to update a ticket status should take? I'm not sure if there's a monitor job that runs at a ...

1 Answer

Erin Tramble Last activity on 3/23/2022 12:38:26 PM by Bobby Jones

Group Member Report Filter

Is there any way to accomplish the following without having to search and insert every Group member in Filter 4?

Status Class is not one of [Completed, Cancelled, On Hold] Modified is less than the run date minus 1 week ...

1 Answer

Scott Cory Last activity on 3/18/2022 10:15:00 AM by Mark Sayers

Automatically Update Ticket Statuses

Is there a way to automatically update the status a ticket upon the ticket being edited in certain ways?
For example, in the department I work in, when we get a new ticket, it comes into TDX as a "New" ticket. I would like the status of the ...

1 Answer

Riley Fay Last activity on 3/18/2022 9:38:55 AM by Mark Sayers

Are There Plans to Introduce Electronic Signature Capture in Forms?

Not allowing for signature collection is really holding us back in leveraging TDX across campus departments. The Adobe eSign integration still means that the signature is stored in Adobe's cloud and not with the rest of the form detail in TDX, ma...

1 Answer

Melody Chronister Last activity on 3/18/2022 9:52:52 AM by Mark Sayers

Choice Step Details

I'd like to add a step to our "Request for Equipment" workflow that allows the technician to choose if the request is standard/pre-approved or non-standard (requires approval step). I thought I could accomplish this with a Choice Step, and inclu...

1 Answer

John Anderson Last activity on 3/17/2022 10:29:04 AM by Mark Sayers

Access Survey Responses

I have technicians that are able to view all submitted survey responses. These users are in a role within the Ticketing app that has no survey permissions, including "Access Surveys". Is there a new setting somewhere that I am missing? I know w...

3 Answers

Danee Gunka Schwartz Last activity on 3/16/2022 3:47:16 PM by Danee Gunka Schwartz

Survey question

Follow-up to the following survey question:
You can run a survey report from within the application that the survey was created. So if it was a ticketing survey, go into the ticketing application in TDNext and start a new Survey report. To ge...

1 Answer

Lisa Mouser Last activity on 3/15/2022 4:34:51 PM by Mark Sayers

TDX Status Page Feed to Slack Channel

Is there a way to have messages posted to the TeamDynamix status page (https://tdx.statuspage.io/) feed to a Slack channel?

1 Answer

Mike Schuster Last activity on 3/15/2022 10:49:03 AM by Mark Sayers

Form accessible by link but not available under application forms

Hello,
There is a request form created by someone else previously, but that could not be found under 'forms' in the application admin portal - while still being accessible through its link. As it needs to be deactivated to avoid its unintenti...

1 Answer

Alaa Hassan Last activity on 3/15/2022 10:07:55 AM by Mark Sayers

Report folder ownership

Hi there,
is there a way to take ownership of the report folder? We are trying to adjust the permission on the folders, but are unable to do so. It seems the owner is the only person who can make changes.
Thanks,
Jack

2 Answers

Jack Chou Last activity on 12/13/2022 1:09:20 PM by Ann Edvaldsson

Configuration Item Owner Field Customization

Is there any way to customize the default "Owner" field in regards to Configuration Items?
Specifically, we're trying to create software CI's and when adding a the owner, who is typically an end user (non-employee/participant), we have to cli...

1 Answer

Jacob Gladfelter Last activity on 3/15/2022 8:56:24 AM by Mark Sayers

Distribute Tickets among Technicians in a Group

Hello! We have a group of technicians who will be responding to a high volume of tickets daily, and these tickets will be of the same type. In our previous ticketing system, a manager would bulk assign tickets to the team members (without regard ...

1 Answer

chelsea doyle Last activity on 3/11/2022 3:54:23 PM by Mark Sayers

Automatic Asset IN use when assigning to a ticket

I think iPAAS is needed but wanted to see if there was anyway to make an asset in use automatically when assigned to a ticket?

1 Answer

James Richard Last activity on 3/11/2022 2:25:11 PM by Mark Sayers

Assets under Contract

I see how to add an Asset to a Contract by selecting the Asset tab on the Contract. However, I have about 2000 assets to associate with an annual maintenance & support contract. Is there a way to automate the relationship between a contract...

1 Answer

Dave McKenna Last activity on 3/10/2022 4:58:46 PM by Mark Sayers

Ticketing Application "Purpose"?

When creating a new (or editing) a ticketing application in TDAdmin, there is a pre-filled dropdown for "purpose" that requires selection. Is there any changes in behavior or functionality in TDX by choosing one of these over the other. Is it jus...

1 Answer

Anthony Nave Last activity on 3/10/2022 4:45:21 PM by Mark Sayers

Workflow API Call to Obtain Ticket Description

Good morning:
I have looked over the Web API for workflows and it seems that there is no method for obtaining a ticket's description.
I want to create a workflow that will reassign tickets to other applications if they have particular key...

1 Answer

Anderson Hanchett Last activity on 3/9/2022 1:58:40 PM by Mark Sayers

Link to Ticket Calendar?

Is there a URL that we can use to link someone directly to the ticket calendar standard report in a ticketing application? It doesn't have the option to show details or grab a report URL like other reports from what I can see. Thanks!

1 Answer

Steve Aker Last activity on 3/8/2022 1:41:36 PM by Mark Sayers

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