Convert Ticket to a Project Request

If I am understanding this function correctly, we can covert a ticket to a project request but it will not use our custom project request form (which is global) but rather the "baked in request form". Can you confirm?
What happens to the ti...
1 Answer
Carolyn Kobus Last activity on 1/4/2023 1:41:34 PM by Brittany Renn

User is not active and want to re-activate

I see the "deactivate" button in all of the active user profiles. However, I am unable to re-activate a user who is not active. I'm sure this is simple and I'm just over-looking it. But I've spent too much time looking. Please give me a hint!...
1 Answer
Sarah Glatz Last activity on 1/3/2023 9:22:37 AM by Brittany Renn

Link Multiple Plan Tasks to an Issue?

Hi -
Is it possible to link one Project Issue to multiple Tasks in a Plan?
1 Answer
Sara Ainsworth Last activity on 12/27/2022 11:52:48 AM by Mark Sayers

Report on Null Value in a Field

Hello - I'm trying to run a report and select Responsible Group = one of two groups or null. Is it possible to add "null" as a report selection criteria?
1 Answer
Sarah Glatz Last activity on 12/27/2022 11:17:22 AM by Brittany Renn

Track Project Request Date Changes

Is there a way to track date changes on project requests? I believe in project there is an initial start and end date, is there a similar way while it is still in the request state?
1 Answer
Chris Wammes Last activity on 12/23/2022 11:15:31 AM by Brittany Renn

Allow Supervisor to see tickets when they are not a technician

I have a client user who oversees two departments that have applications in our TDX instance. She will never answer or modify a ticket, so she remains a client rather than a technician.
Is there a way that she can see the list of tickets tha...
1 Answer
Terri Edney Last activity on 12/21/2022 9:13:21 PM by Greg Van De Mark

Cancelling Tasks for a Cancelled Ticket

When a ticket is cancelled or closed the tasks are left as is and can show up on reports as still needing action. What is the preferred method of "cancelling" a task besides setting it as 100%? Scenario: a ticket for a new employee that has multi...
1 Answer
Kendall Johnson Last activity on 12/21/2022 2:46:55 PM by Greg Van De Mark

Allow idiosyncratic customizations via CSS and Javascript

I recognize that this may be a firm design decision, but in many web apps, you can apply your own customizations with custom Javascript and CSS. These are typically "at your own risk" but the idea is for light customization without the vendor hav...
1 Answer
David Tod Last activity on 12/21/2022 12:18:27 PM by Brittany Renn

OwningCustomerID Not Clearing on Null in Bulk Update

We use the API endpoint /assets/import to bulk update our assets. In the Import Settings' Mappings, we have set {"FieldIdentifier":"OwningCustomerID","ClearOnNull":True}, but it is not clearing the Owner on the asset when we pass a Null v...
1 Answer
Isaac Ramirez Last activity on 1/17/2023 2:56:43 PM by Mark Sayers

Display options for operational hours in the add ticket task window

In v11.6, operational hours are being displayed when adding a task. We are a small shop (we know our one set of operational hours) and all that does for us is to force people to scroll down to finish entering more important information. Is there ...
1 Answer
Greg Van De Mark Last activity on 12/21/2022 10:25:34 AM by Brittany Renn

Customize Chart Report

I have a report that is displayed on desktops as a Pie Chart, when you click on any of the slices it shows details. Is there a way to customize the columns, sorting, etc on that detailed report?
1 Answer
Chris Wammes Last activity on 12/20/2022 4:51:48 PM by Brittany Renn

How to pass query parameters to iPaaS form?

With the release of 2.3, we should now be able to pass query parameters to a form. The data model suggests that it should be Query-Name (release notes say Query_ but the data model suggests otherwise), but how do we actually construct the URL for...
2 Answers
Jason Pelletier Last activity on 12/21/2022 10:51:59 AM by David Tod

Odd Read By Time Stamps

It has been brought to my attention that there is an odd date and time read by time stamp on a ticket by 2 people we KNOW are off. We checked the sign in logs and there was no sign ins made by these people either. Can send a screen shot if helpf...
1 Answer
Mathew Chandler Last activity on 12/15/2022 4:24:02 PM by Brittany Renn

Risk impact, probability Options

Is it possible to edit what the options are?
So for example, we could use probability options like Rare, unlikely, possible, likely, almost certain? or impact options like catastrophic, critical, moderate, negligible, insignificant?
1 Answer
Tanya Anderson Last activity on 12/15/2022 12:06:05 PM by Mark Sayers

Asset Relationship imports

We are moving from a homegrown system into TDX for Asset Management. The current system supports the use of dependencies at an And/Or level. Or is used for multiple dependencies. What I am wondering is if there is a way for us to use the External...
1 Answer
David Robertson Last activity on 12/15/2022 10:57:40 AM by Mark Sayers

Asset Import Not Working

Hello, please see the following. We are trying to do an Asset Import, but keep getting an invalid product model. Not sure why, since everything seems to match and map correctly.
I have attached t...
1 Answer
Tevis Boulware Last activity on 12/15/2022 10:09:07 AM by Mark Sayers

Can I get Org ID from a person field (to use in a web service method)?

I want to use web service methods to call to a service provider on campus.
That server can ONLY utilize the values that we have stored in the Organizational ID fields of the TDX user records.
For "Requestor" you have exposed the requestor...
2 Answers
Mark Jensen Last activity on 12/15/2022 10:43:07 AM by Mark Jensen

Building out an application for another department

We are building out an application for HR. Is there a step by step guide available on how to build out another application?
Thank you!
1 Answer
Malia Gallardo Last activity on 12/15/2022 9:13:24 AM by Mark Sayers

API Endpoint to PATCH a Requestor?

Is there an endpoint we can use with a web service method to PATCH (change) the Requestor in a ticket?
this is related to a question I asked previously:
1 Answer
Scott Cory Last activity on 12/14/2022 3:47:30 PM by Mark Sayers

Error Description: The input is not a valid Base-64 string as it contains a non-base 64 character, more than two padding characters, or an illegal character among the padding characters.

Hi there,
I've received a message from our application reporting a failed ticket update with the following content:
The attached message was sent to an inbox and could not be processed by the Email Monitor 'Email Replies' with the ID of ...
1 Answer
Damon Stennett Last activity on 12/14/2022 10:30:11 AM by Mark Sayers

Restrict Agencies by Application?

I know we can identify that groups are for specific applications, but I'm wondering about agencies. Here's the situation. We have several ticketing applications. One of which is for our Police department. They do work with other area police depar...
1 Answer
Tanya Anderson Last activity on 12/12/2022 10:33:25 AM 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

Client Visible Ticket Attributes - Edit all attributes or change defaults?

Is it possible to set all ticket attributes in a ticketing application to client visable without having to go in and edit each one?
As a follow up, is there somewhere where the default can be changed so that all new attributes created are set...
1 Answer
Will Lindauer Last activity on 12/9/2022 12:10:42 PM by Brittany Renn

Import user data validation question?

I'm using the People import utility to load users into TDX. The source os people data is changing at my instution. am attempting to validate the users that I tried to import but am unable to get bulk user data out of TDX.
First the Import job...
1 Answer
Nathaniel Obee Last activity on 12/9/2022 9:39:32 AM by Mark Sayers

Web Service to Reassign Ticket to a Group

Good afternoon,
I'd like to find out if there's a way to create a web service that allows a workflow to reassign a ticket to another group. I've reviewed the below TDX KB article that explains how to create a web service that would reassign t...
1 Answer
Nate Sakovitch Last activity on 12/8/2022 5:00:06 PM by Nate Sakovitch

Additional Resources

Popular Tags