Questions

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

Retaining PDF Edits on Attachments to Tickets

Hello TDX Community - I am hoping you can provide some advice on how to retain PDF Edits to attachments on Tickets.
Scenario - We have a Form for our Procurement department in which we are routing contracts for review and approval through TDX...
1 Answer
Nick Pearson Last activity on 3/8/2022 5:47:15 PM by Bobby Jones

New Ticket Schedule

Does iPaaS support the creation of scheduled tickets? If so, which parameter must be set to enable the scheduled ticket?
1 Answer
Tyler Duncan Last activity on 3/8/2022 10:11:07 AM by Mark Sayers

Ticket Tasks

What are the rules for determining whether a ticket task displays on the ticket details in TDNext? I thought it was until the task was assigned but it also seems to be date aware, too. Do these same rules apply to Maintenance Activity Tasks?
1 Answer
Bobby Jones Last activity on 3/7/2022 3:54:20 PM by Mark Sayers

What is the version of Bitbucket that is supported?

I followed the instructions for setting up source control. When I use the instructions for Setting Up the Bitbucket Connection I do not see a trigger for Commit comment created . In the API response it seems to be looking for a different hook....
1 Answer
Jason Raveling Last activity on 3/7/2022 11:39:37 AM by Mark Sayers

Workflow notification footer

In production, notifications generated in a workflow step have a footer about commenting with the ticket alphanumeric code. Can we customize the email to remove this?
e.g.
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----
1tMH77...
1 Answer
David Tod Last activity on 3/7/2022 10:51:56 AM by Mark Sayers

Ticket Assignment Control

We would like to limit which groups the members of our Help Desk group can assign tickets to. Is this possible?
1 Answer
Gary Young Last activity on 3/7/2022 10:45:31 AM by Mark Sayers

Email replies monitor add comment by itself

Hi there,
sometimes, when a technician adds a comment in the ticket app, the email replies monitor append another comment (looks like a text version of the reply sent to the requestor) afterward.
Is there a way why this happening? It seem...
2 Answers
Jack Chou Last activity on 3/3/2022 2:59:43 PM by Jack Chou

Restrict technician ability to Create/Set Parent

Hello,
We have a role for restricted technician that only allows them to update tickets that they are assigned. However, they still have the ability on any ticket to create and set parents (Problem, Change) that they can then cascade updates ...
1 Answer
Anthony Nave Last activity on 3/2/2022 1:08:59 PM by Mark Sayers

How to give permission to create a new project

Hi,
We assigned the projects/workspaces application (among others) to one of our users, however she is not able to create a new project. It does not show up as an option when she selects +New. She only sees Risk, Issue, Event, Report and Repo...
1 Answer
Gretchen Cannon Last activity on 3/1/2022 3:07:30 PM by Mark Sayers

Scheduled Ticket Delays and Report Delivery Delays for Weekends

Hello again:
I have been able to set up a scheduled ticket for the first of each month. I wanted to ask if there would be a way to delay creation of such tickets (as well as email delivery of ticket reports) for the following Monday if the fi...
1 Answer
Anderson Hanchett Last activity on 3/1/2022 9:41:02 AM by Mark Sayers

Using Workflows to Assign Ticket Responsibility

Is there a way to use ticket workflows to assign tickets a new primary responsibility after a ticket task is completed? I have been experimenting with various types of step sin workflows, but it appears that only the tasks are assigned, but the t...
1 Answer
Anderson Hanchett Last activity on 2/28/2022 12:29:22 PM by Mark Sayers

Notifications when ticket is re-opened

In one of our applications we have it set up to where a new request is opened if the request is commented on after 7 days a new request is generated. If the request is commented on within the 7 days, then the same request is re-opened. One of our...
1 Answer
Gabriela Barragan Last activity on 2/25/2022 3:06:19 PM by Mark Sayers

Ticket Creation via API

Hello, TDX Community:
I wanted to ask if there is a most effective way via API or other means to automatically generate tickets. For instance, if we wanted to schedule the creation of tickets on weekly or monthly intervals for tasks completed...
1 Answer
Anderson Hanchett Last activity on 2/25/2022 12:17:07 PM by Mark Sayers

Ticket task start date not moved earlier based on predecessor end date

I have a ticket task template that contains a succession of ticket tasks where each rely on a predecessor to be completed before becoming active. When a task completes, the succeeding task's start date usually is moved earlier to line up with the...
2 Answers
Greg Van De Mark Last activity on 11/30/2022 1:17:43 PM by Diane Kubarek

Status of Updated Tickets

When our technicians reply to a service request (and expect a response from the customer), they set the status to On Hold. When the customer replies, the status reverts back to the last off-hold status (in this case "In Process.") The technician ...
1 Answer
chelsea doyle Last activity on 2/25/2022 8:53:21 AM by Greg Van De Mark

Ticket count report

Hello
I am trying to create a ticket count report for each department. I am getting what I want for the most part except it is not doing a total department count. Would anyone know how to structure the report to give me a total department co...
1 Answer
Lydia Jefferson Last activity on 2/25/2022 9:11:45 AM by Mark Sayers

Email replies monitor for client portal and asset / CI app

Hi there,
Can I get clarification on what the email replies monitor does for the client portal and asset / CI app? Is the following correct based on my testing?
Client Portal
Knowledge base feedback - outbound email settings
Kno...
1 Answer
Jack Chou Last activity on 2/24/2022 2:46:05 PM by Mark Sayers

Using Relationships and Developing a CMDB Between Two Applications

Hello,
We are in the very beginning of developing relationships between our assets and creating a CMDB, however we have two asset applications -- would it be possible to develop relationships/CIs between applications? Or would it be more ben...
1 Answer
Em Charny Last activity on 2/24/2022 2:30:37 PM by Mark Sayers

URLs for applications

We have several areas that are not part of our core service that have applications within our instance. Our instance is itsupport.ou.edu. For those areas that have apps in our instance, it would be preferable if they could have URLs that do not...
1 Answer
Robert Kelly Last activity on 2/24/2022 11:32:19 AM by Mark Sayers

Details of Knowledge base permissions

I am unable to locate the list of KB permissions and what each means in detail. IE. always edit articles, etc. are very generic and do not provide any specific details as to what that actually means. Where is this detailed article
1. I am...
1 Answer
Amy Hamman Last activity on 2/24/2022 9:26:05 AM by Mark Sayers

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