Questions

Time Types When Updating Tickets/Projects

Hello, I searched for this but couldn't find the answer. What determines the time types that will be available for a ticket/project? We have a time type that is only assigned to one ticket type and one project type. It seems that if a ticket come...

1 Answer

Rachel Renckly Last activity on 10/24/2023 11:30:30 AM by Mark Sayers

Integrating TD and Jira

Good Morning,
Is there any documentation or recommendations that you may have when working with Jira and integrating that with TD?
Thank you,
Randi~

1 Answer

Randi Buckley Last activity on 10/24/2023 10:38:23 AM by Mark Sayers

Ticket types: Confidential

Good Morning,
Is there a ticket type or a way to set tickets up for confidential items? We'd like to consider using TD if possible for items that might be high confidentiality items (offboarding for some cases, email access in some cases etc...

1 Answer

Randi Buckley Last activity on 10/24/2023 9:54:31 AM by Brittany Renn

Getting an Email from a Person attribute

I have a form where the user selects an "affected account" which is a person attribute. Then, I have a workflow that needs to send a notification, and the notification body must include the email of the "affected account". However, the person fie...

2 Answers

Tamara Buch Last activity on 10/25/2023 12:28:39 PM by Tamara Buch

People Application Access

When we first implemented TDX ticketing, we left the People application off for most of our technician roles. Basically, only admins and our Service Desk techs have the People app as well as a permission to create a new user.
My question is, c...

1 Answer

Bret Swart Last activity on 10/23/2023 4:24:30 PM by Mark Sayers

Auto-Refresh does not seem to be working

Hello,

The auto refresh checkbox does not do ANYTHING. We have done several tests and still, it does not automatically refresh the tickets.
Hope you can fix this issue or let us know what might be the problem.

Thanks!

1 Answer

Kenneth Reiersen Last activity on 10/23/2023 2:26:29 PM by Brittany Renn

Assign tasks automatically when ticket is assigned?

Hi there,
Hopipng someone has a better suggestion than what I was able to come up with on my own (aka nothing): is there a way to set up TD so that, when a ticket with an associated task template is assigned to one of my techs, the first task...

1 Answer

Stuart Carapola Last activity on 10/23/2023 10:18:47 AM by Mark Sayers

Automatically Update Ticket Status Question

Hello,
We are looking for a way to have a ticket's status be automatically updated from "Pending User" to "Open" once a user replies to us. For example, we need more information on a ticket so we update the ticket to Pending User and ask the ...

1 Answer

Riley Fay Last activity on 10/20/2023 4:25:54 PM by Mark Sayers

Set Alert on User/Person

Hello is it possible to set any sort of alert on a user for when they submit a ticket. Mainly for when certain people are asking for requests to be tracked for certain users.
Thanks

2 Answers

Nicholas Tumbleson Last activity on 10/19/2023 4:12:37 PM by Mark Sayers

Add event tickets to an event calendar

Hi,
We set up a ticket type for Event setup requests. Will usually have an event date, event start time, event end time, and what resources they would need from us (data projector, wireless mics, speakers, etc)
Could I get your suggestion...

1 Answer

Jimmy Luong Last activity on 10/19/2023 9:22:42 AM by Mark Sayers

Issues with Email Monitor

I have configured a separate email reply monitor for one of my ticketing applications. But whenever it tries to process an email, it returns an error of this sort:
Unable to complete drain operation for email [__________________@mail.gmail....

1 Answer

Naseem Benjelloun Last activity on 10/18/2023 5:05:09 PM by Mark Sayers

Report on Ticket Contacts

I submitted Service Request #24033118 for a product enhancement. In the meantime, is there a report that will show all contacts on a ticket?

1 Answer

Scott Cory Last activity on 10/18/2023 5:00:33 PM by Mark Sayers

Workflow Tasks showing under "Awaiting Approval"

I have a form that is used for laptop repairs and technicians go through a list of inspections and mark if components work. When the ticket is submitted the workflow checks if any of the fields were marked as "repair needed" and then creates a ta...

1 Answer

Tyler Steele Last activity on 10/18/2023 11:00:08 AM by Mark Sayers

Flow logs not showing

Please see below. I have a sub flow in an application that logs errors and the success of the subflow execution. However, when the primary main control flow, all the sub-flow logs show in the Application Log section, where I would expect them t...

1 Answer

Tevis Boulware Last activity on 10/19/2023 10:55:32 AM by Mark Medaugh

Reporting on Project Task Updates/Comments

Is there really no ability to report on task level updates OR comments in the current Task dataset?
I'm referring to the Action->Update step at the TASK level.

1 Answer

Rebecca Murphy Last activity on 10/17/2023 9:55:38 AM by Mark Sayers

Changing format of emailed ticket report

Hello, we've started sending automated ticket reports to our departments. We attach and HTML formatted list of the open and in process tickets.
The report works fine, but the recipients receive the email message below.
They are getting ...

1 Answer

James Moyle Last activity on 10/16/2023 3:05:57 PM by Brittany Renn

Ticket Feed Filtering

We are using iPaaS steps in many of our ticketing workflows now. These steps generate Feed data in the tickets. Is ther ea way to filter out such System generated feed messages when viewing a ticket? Also, can the (private) feed content be fil...

1 Answer

Jon Ricketson Last activity on 10/16/2023 4:03:58 PM by Mark Sayers

API/Web Method to Notify Non TDX User

Hello, I haven't been able to find an API call, IPaaS connector method, automation rule, or workflow notification that allows the notification of a non-TDX user. Am I missing something or do you have any recommendations?
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 10/16/2023 3:31:08 PM by Mark Sayers

Response template custom text fields to be used as template tags

Are there any plans for allowing custom text fields to be used as template tags inside response templates?

1 Answer

Sharon Jarmoc Last activity on 10/16/2023 12:56:09 PM by Brittany Renn

Ticket workflow approvers

I am trying to assign the "approver" role to specific users. These users do not need to do anything other than reviewing a change request and signing off on it.
How do I define the user and were is the Approver roles designated? What leve...

1 Answer

Andrew Krapf Last activity on 10/13/2023 5:01:20 PM by Brittany Renn

Asset export to Excel

We have used a number of custom attributes in our Asset imports.
We would like to be able to do an export of ALL the Asset records with ALL the fields, including the custom attributes.
The Export to Excel function does not do this -- only...

1 Answer

Mark Jensen Last activity on 10/13/2023 1:32:25 PM by Brittany Renn

Access Denied to the Preview Version 11.8

I attempted to log in to TDX Preview version 11.8, but I encountered an access denial issue.
Please see the attached screenshot message.

This has been a recurring problem with TDX as new versions are released. We kindly request cont...

1 Answer

Ida Jones Last activity on 10/13/2023 1:25:04 PM by Brittany Renn

Email Monitor no connecting

Hello!
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

Department read-only default value

Hello!
Wondering if anyone know how to add a default value to department and if it can be made ready-only in forms. I am thinking of making a college name static value for departments on all forms.

1 Answer

Michael Rodriguez Last activity on 10/12/2023 1:08:16 PM by Brittany Renn

Mass people export

Can you provide a complete people export for us? With the 350,000 cells limitation I'm having problems filtering and making sure I get everyone. Is this something you can provide?

1 Answer

Danee Gunka Schwartz Last activity on 10/12/2023 11:50:24 AM by Mark Sayers

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