General Questions (Public)

This is a forum for general questions about TeamDynamix products. It is not curated to remove older content or monitored for enhancement requests.

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"Service request created" fields doubled

I was made of aware that when a user receives a notification via email room and location are doubled. We do not just these fields at all. Where would I edit this?
1 Answer
Michael Rodriguez Last activity on 11/9/2023 9:40:57 AM by Mark Sayers

Email Monitor no connecting

We have inherited a TDX environment where an Email Auth Account was already configured in the Ticketing app. I setup a monitor, but I keeps getting the error below. My email folders are in the root as shown in the second image. I chang...
1 Answer
Michael Rodriguez Last activity on 10/13/2023 9:22:08 AM by Mark Sayers

Email monitor vs automation rule

When an email monitor captures an incoming ticket will automation rules get to it first? If I set the responsible group in the email monitor, will automation rules leave it alone? Could I leave the responsible group in the monitor blank a...
1 Answer
Michael Rodriguez Last activity on 10/9/2023 9:09:31 AM by Brittany Renn

Bundle multiple reports in one email

I have supervisory staff who want to know more about the tickets their staff receive and complete. These supervisors will never answer a ticket, so they do not need a "Technician" license. I have created multiple reports for them. I'd like to kno...
1 Answer
Terri Edney Last activity on 7/25/2023 12:21:15 PM by Mark Sayers

Comment Added email loop

We have a ticket that is sending out "Comment Added" several times a minute and it won't stop. How can we stop this and prevent it going forward?
1 Answer
Kai Krause Last activity on 5/30/2023 2:01:39 PM by Mark Sayers

TDX 11.7 Release Downtime - Email Monitor

I wanted to ask if emails sent to email monitors during the TDX downtime will be held to generate tickets on the day of the 11.7 upgrade.
Thank you.
1 Answer
Anderson Hanchett Last activity on 5/1/2023 8:51:28 AM by Brittany Renn

Auto Reply to Requester of Unsuccessful Email Replies

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...
1 Answer
Damon Stennett Last activity on 2/13/2023 4:53:02 PM by Mark Sayers

Does the default email sender in TDx use OAuth 2.0 or SMTP?

Hi all,
I've been trying to find information on what the default email sender uses for security protocol and how those emails look upon receipt, but have come up dry. Right now we are using the custom SMTP settings, but our college is moving ...
1 Answer
Damon Stennett Last activity on 1/20/2023 2:35:08 PM by Damon Stennett

Email notification Image Removal

When receiving an email from the TDX system it comes with an image at the bottom that we would like to remove. I can't find this in the notification template. Is there a setting I need to turn off?
1 Answer
Harrison Fleisher Last activity on 1/20/2023 2:39:45 PM by Mark Sayers

User / Email


My institution has decided to utilize "_" and "." characters moving forward with email and user account names.
Will this present any issues for TDX? Would the scenario of a "john_smith" and "john.smith" as different users pr...
1 Answer
Nick Durr Last activity on 1/11/2023 4:46:17 PM 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

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

Inline HTML reports via Email

Is there a way to get the html version of the email reports as inline instead of an attachment you have to save to view?
1 Answer
Teresa Amos Last activity on 9/28/2022 3:44:12 PM 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

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

Exporting List of Users with Alert/Notification Email

Good afternoon:
Sorry to flood the forum with questions, but I am attempting to export the list of employees in preparation for implementation of asset management.
I am able to filter our list of users by employees only, but I wanted to a...
1 Answer
Anderson Hanchett Last activity on 6/29/2022 9:48:01 AM by Mark Sayers

Email Monitor Rules

Is there a lag time between creating a new email monitor rule and it being applied to the email review?
2 Answers
Nicole Lucas Last activity on 5/11/2022 3:52:20 PM by Nicole Lucas

Direct emails

Looking for some guidance.
We have an email address of servicedesk that is used for our email service. If a new ticket is entered the confirmation comes from that address and it looks like we also use it for replies which is probably proble...
1 Answer
Kevin Beattie Last activity on 9/24/2021 4:17:07 PM by Mark Sayers

Ticket Import and Requestor / Responsible User email address

The Ticket Import help says, "... Requestor and Responsible User must be entered in the format " Name < Email >"...". Is this the Alert/Notification Email? It seems to be so, but did it change at some point from being...
1 Answer
David Durling Last activity on 10/22/2020 12:46:57 PM by Mark Sayers

Clients Accessing Reports

I'm trying to give access to specific clients to view a report (or have it delivered to them via email). My options so far that I can see are:
Create a public desktop with this report and distribute the link to the clients. This won't work...
1 Answer
Nik Craik Last activity on 10/7/2019 10:32:04 AM by Mark Sayers

Emails going to spam

We had some email notifications from TDX start going to SPAM. Apparently we use a system called 'spamassassin' to flag emails that are spam. When this problem was presented to our tech department, they have asked for the header information for th...
1 Answer
Joe Allen Last activity on 8/26/2019 12:24:12 PM by Mark Sayers

Out going e-mail sending speed/rate?

Our campus uses Office 365. Office 365 imposes a limit on how many messages a user can send per minute. Is there any way to control the rate at which TDX sends out email to make sure it remains compliant, so that messages are not lost?
1 Answer
J.P. Brannan Last activity on 6/17/2019 1:37:21 PM by Mark Sayers

Using API to send email to to requestor

Is there a way to use the API to send an email to a ticket requester?
1 Answer
Hayden Fogle Last activity on 11/16/2018 11:23:11 AM by Mark Sayers

Linked text in email replies not keeping the link in feed

If we reply to a ticket via email, and the email has text that has been linked to a page such as this (where 'this' is linking to Google,) the ticket feed doesn't contain the link. The text comes through, but the link is removed. If we post t...
1 Answer
Chad Draper Last activity on 11/6/2018 12:24:51 PM by Mark Sayers

Read By Email

Does it count you as reading the ticket if you read the ticket via your email and do not click on the ticket link within the email? this question was raised during our 6 month review of TDX this week.

Vanessa Maulden
3 Answers
Vanessa Maulden Last activity on 7/27/2018 1:59:13 PM by Mark Sayers