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General Questions

email to a user

I'm trying to remove a user from a specific group of emails which is in our "digital support" application under the "equipment distribution" group, but not physically remove them from the group
1 Answer
James Richard Last activity on 12/5/2023 12:31:07 PM by Mark Sayers

Canvas and TDX integration

Hello,
We are looking to somehow get Canvas LMS escalated tickets sent over to TDX where we could recognize the fields and use them for routing. We are trying to stay away from an email monitor capturing the subject line which won't give us e...
1 Answer
Michael Rodriguez Last activity on 12/5/2023 8:50:47 AM by David Tod

Exclude tickets closed by workflow from survey requests?

Good evening,
We are wondering if it is possible to exclude tickets that have been closed by a workflow from receiving a survey request. We have workflows that transfer tickets from TDX to other platforms, and would like to know if surveys co...
1 Answer
Brian Tamburro Last activity on 12/5/2023 9:04:59 AM by Mark Sayers

Reports for desktop

I am creating a report to pull info from 2 separate applications. I can not find the group responsible from one of the other applications though. for instance we have 2 groups named the same thing (equipment distribution) but in both applications...
1 Answer
James Richard Last activity on 12/4/2023 4:12:10 PM by Mark Sayers

Delete All Tasks - can they be recovered in one ticket?

We have a very long, complicated ticket that had quite a few tasks, but someone accidentally clicked on the "delete all tasks" in the ticket, and they are now gone. Is there a way to recover those tasks, or go back one day? Can you give us any...
1 Answer
David Browning Last activity on 12/4/2023 3:50:08 PM by Mark Sayers

Asset Resources

I am working on a iPaas flow that will remove all users, groups, and other select information from an asset when we are getting rid of the asset.
I have been able to remove all unwanted attributes or change them for my purposes except for the ...
1 Answer
John Delgado Last activity on 12/4/2023 12:19:57 PM by Mark Sayers

Is there a way to disable web service/API workflow steps from writing to TDNext feed?

Hello -
When creating steps within the Workflow Builder, there isn't any way to indicate whether to include step in TDNext feed - it defaults to include. This is an issue if your workflow has automation of sorts built in that results in many,...
1 Answer
Christy Geesey Last activity on 12/4/2023 11:28:39 AM by Mark Sayers

Sharing TDX custom report in Microsoft Teams channel

We have a custom TDX report that we'd like to share to a Microsoft Teams channel. I was going to try to schedule the report via emailing it to the channel, but would need to create a pseudo user as TDX doesn't recognize the email as legit by itse...
1 Answer
Christy Geesey Last activity on 12/4/2023 11:14:54 AM by Mark Sayers

Group Managers Unable Add Clients to Group

Hello. We have a group that only contains client users for a specific unit, which allows us to restrict services to people in that unit. While as an Administrator, I am able to add these client users to the group, the group manager is unable to...
1 Answer
Tevis Boulware Last activity on 12/1/2023 1:59:22 PM by Tevis Boulware

Can you make mass changes to waterfall plan templates to change the time types associated with the tasks in the plan?

I am working on pulling in several new waterfall plans to create plan templates, and it is quite tedious to change the time types allowed in each task separately. Is there any way to do this in quantity?
Thanks very much!
1 Answer
Cynthia Mullaney-Evans Last activity on 12/4/2023 9:46:31 AM by Mark Sayers

KB Styling

Is there a way to add styles to a KB article? The <style> tag is explicitly forbidden in the global html allowlists configuration, but it would be extremely redundant to add the same style to every element in a list. And the portal styles p...
1 Answer
David Tod Last activity on 12/1/2023 12:34:00 PM by Brittany Renn

Restricting Past Dates on Date Picker

Hello:
Is there a way to prevent users from selecting past dates on custom date picker attributes? We want to prevent users from selecting past dates on our employee onboarding workflow.
Thank you.
1 Answer
Anderson Hanchett Last activity on 12/1/2023 9:42:07 AM by Brittany Renn

Bulk Upload of new Account Attributes

Our organization has over 900 active accounts/departments and we have just created two new account attributes. We would like to assign a person as a tech representative to each department, and give the department a level number (1,2) to show the...
1 Answer
Christopher McDaniel Last activity on 11/30/2023 12:30:47 PM by Mark Sayers

Approval Step notification

I inquiring about an Approval Step and if something is added to the description of an Approval step, if the description is included when the notification is sent to the approver?
2 Answers
Mathew Chandler Last activity on 11/30/2023 11:59:59 AM by Mathew Chandler

Notify Multiple Resources when Bulk/Mass Updating

When trying to update a number of tickets at once, either using Action > Update or Comment , it doesn't appear possible to notify more than one resource (Group, Responsible, Requestor, etc). Is this not possible or am I just missing something...
1 Answer
Jacob Gladfelter Last activity on 11/30/2023 11:03:17 AM by Mark Sayers

Service Forms: Where you can view them and the difference in that view.

I wanted tech support to have an easier and faster way to create tickets from forms. I defaulted the Service Request in Tickets Details and then selected the General Request they use the most.
When you select that option in stead of +New, yo...
1 Answer
Justin Goode Last activity on 11/30/2023 9:56:09 AM by Justin Goode

Emails that come into a TDX ticketing email monitor

We receive many emails that are sent to TDX ticketing monitored email accounts here, and thus become tickets. Often, the sending email account is NOT the user's Alert/Notification Email account, but is either their Alt Email account or their Pri...
1 Answer
Jon Ricketson Last activity on 12/1/2023 9:35:01 AM by Brittany Renn

Downloading a file from Amazon S3 Bucket

I am trying to download a file from an Amazon S3 bucket.
I have created an Amazon S3 connector in iPaaS and configured AWS Signature credentials. When I use the connector and credentials in a flow I can do some actions. Get Bucket Region w...
1 Answer
Cory Morgan-Berg Last activity on 12/4/2023 9:28:44 PM by Mark Medaugh

Webhook info

Hello,
I was wondering if some could provide some additional info on Webhooks. I did look at some of the KBs. However, I would like some clarification.
So seems like Web Services makes calls to the TDX API. Webhooks differs in that i...
1 Answer
Michael Rodriguez Last activity on 11/27/2023 11:42:35 AM by Brittany Renn

Can the API impersonate a user when using the special key-based admin account?

When using the API, I'd like to be able to impersonate a user when using the special key-based admin account.
Because our domain is SSO, there's not a way to get a user-specific bearer programtically via /auth/loginsso, so (for example) a PO...
1 Answer
Craig Ghareeb Last activity on 11/28/2023 8:28:15 AM by Mark Sayers

Task report in Analysis app not showing completed date for all tasks 100%

I have a user that created a Task report within the analysis app and one of the criteria is to show the tasks completed date. For two of the tasks, it shows the date and for two it doesn't show it. I reviewed the report criteria and I cannot se...
7 Answers
Leslie Czeck Last activity on 11/22/2023 2:31:10 PM by Leslie Czeck

Retrieving User Location from API

Hello,
I am currently working on a workflow where I am hoping to send a notification to a specific group based of a users location. The issue I am having is that the it is not the requestors location that I am needing, but a users that the re...
1 Answer
Tuscun McFarlen Last activity on 11/22/2023 9:29:19 AM by Mark Sayers

API URL Parameter

Can we add a parameter to the API endpoint on a Web Service Method to have a comment entry notify the responsible group? POST .../TDWebApi/api/{appId}/tickets/{id}/feed
.../TDWebApi/api/{appId}/tickets/{id}/feed ?notifyResponsible={notifyRes...
1 Answer
Scott Cory Last activity on 11/21/2023 1:37:33 PM by Mark Sayers

Cannot delete forms

Hi!
We inherited the TDX instance that we have now. We have managed to delete all the tickets and services created by the previous department. However, there are some forms that I cannot figure out how to delete. See below. I cannot seem to f...
1 Answer
Michael Rodriguez Last activity on 11/21/2023 9:49:07 AM by Mark Sayers

PM is prompted to request permission to check on her project?

Good morning,
For some reason a PM is being prompted to seek permission to review her project. Do you know why that would be happening? It doesn't seem to be all of her projects, but one specifically. I can't find any apparent issues.
th...
1 Answer
Michelle King Last activity on 11/20/2023 10:07:55 AM by Mark Sayers

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