Questions

Workflow approval step

It is possible that when an approval step is approved that it is changing the status of the ticket itself.
I did not think that this occurred, but I have reports that it is happening.
1 Answer
Mathew Chandler Last activity on 2/15/2022 10:54:53 PM by Mark Sayers

Reporting on Survey Responses by Ticket Source

We are looking to report on our survey responses based on the source of the associated ticket (chat, email, phone, etc.). I don't see an option for Source under parent ticket when doing a report from the Survey Response report source. Is there an...
1 Answer
Steve Aker Last activity on 2/15/2022 4:05:02 PM by Mark Sayers

Automatically set the Primary Responsibility to Group Manager

When creating a Ticket form, we set a default "Responsible" value to a group, is there also a way to automatically set the "Primary Responsibility" to the manager of the group instead of having that value stay 'Unassigned'?

I would think thi...
1 Answer
Nathan Ignatz Last activity on 2/16/2022 11:19:05 AM by Mark Sayers

Can a report be created to see if a user updated a ticket at least once?

Is there a way to get a report from TDx that would show the number of tickets that a particular user had at least one update? I know you can report on "modified by" but I believe that is only the last user to modify the ticket and not a check of ...
2 Answers
Phuong Hoang Last activity on 2/11/2022 2:55:33 PM by Becky Klein

Configuration Item Relationships

I am somewhat new to CMDB configuration and I have a request that I am not sure can be done.
I have a User that wants to be able to create relationships between Configuration Items. Is this possible and if so, how is it done (what needs to b...
1 Answer
Mathew Chandler Last activity on 2/11/2022 12:29:24 PM by Mark Sayers

Checkbox with text option

Is there a way to have a checkbox field to include user text input? Example: Requesting technology...select the type of technology needed (provided option) and an area is needed to enter quantity or other details regarding selection.
1 Answer
Lori Brinkhus Last activity on 2/11/2022 11:20:52 AM by Mark Sayers

Classification API

I am trying to test the API /api/{appId}/tickets/{id}/classification?newClassificationId={newClassificationId} but I am getting the error "403 ForbiddenYou do not have permission to change this ticket's classification."
My Web Service account...
1 Answer
Bobby Jones Last activity on 2/11/2022 9:18:10 AM by Mark Sayers

impersonate a user

Hello,
Is there a way to impersonate a TDX user to see what access/apps they have as an admin?

Thanks,
Ami
1 Answer
Ami Trivedi Last activity on 2/10/2022 3:04:04 PM by Mark Sayers

Multi-select custom attribute not showing all possible choices

I have a form with a multi-select custom attribute. I initially created it with just a few of the choices and now I have updated it with the remaining choice options. Is there a trick for getting the form to refresh that field so that the newly a...
1 Answer
Bobby Jones Last activity on 2/10/2022 12:07:13 PM by Mark Sayers

Projects Created through Intake Requests

Hello
I want to create a report which has the list of projects that have been created through Intake Requests. Also include date when the request was submitted and the date it was approved.
Can I run such a report.
Thanks
1 Answer
Meena Murali Last activity on 2/10/2022 9:16:42 AM by Mark Sayers

Warn of ticket assignment when technician Away/Sick/Etc.

We're trying to find a way to manage our planned and unplanned absenteeism to make sure that urgent tickets don't get assigned to someone who's unavailable.
It appears this is handled quite while within PM, but I can't see to find a way to ha...
1 Answer
Jason Clark Last activity on 2/9/2022 3:13:32 PM by Mark Sayers

Approve or Reject Item

Please explain how the approved item or reject item is used in the Approval step.
1 Answer
Valencia Ingram Last activity on 2/9/2022 1:43:58 PM by Mark Sayers

Workflow Task Step

I created a new application. Within the application, I created a workflow. The task step is not showing any employees or groups that I can assign the task. All of the other steps I have added allowed me to add a responsible person or role. What c...
1 Answer
Valencia Ingram Last activity on 2/9/2022 11:51:32 AM by Mark Sayers

API Ticket Creation

I am able to use the tickets API to create a ticket using the appropriate form ID. This form has some custom attributes with default values.
When I view the ticket details in TDNext as a Tech or in Client as the Requestor, the ticket doesn't ...
1 Answer
Bobby Jones Last activity on 2/8/2022 4:20:46 PM by Mark Sayers

Using same mailbox for app-level email and replies?

So far, we have always configured a separate email reply monitor from the email monitor(s). As we move to app-specific email configurations - ticketins apps will have their own from address, email monitors, and reply address. Is it possible to us...
1 Answer
Bob Black Last activity on 2/8/2022 12:41:27 PM by Mark Sayers

Mixed environment for technicians supporting the same customers

What's the best approach for this situation:
Common customers where some support personnel are in the organization and setup a technicians in TDX and others, who support the same customers, are not technicians in TDX. For example: 3 technician...
1 Answer
Robert Kelly Last activity on 2/8/2022 11:53:13 AM by Mark Sayers

What is "Read By" based upon?

We noticed our tickets show "Read By" a number of technicians, even though most of those users never read the ticket. Why is that?
1 Answer
Scott Cory Last activity on 2/8/2022 9:04:15 AM by Mark Sayers

Is there a way to mark a ticket unread in list view?

Hello,
Tickets in list view are bold and once read by the user or an email, the ticket is marked read and is not bold anymore. Is there a way to manually mark these as bold or unread again?
Thanks.
Phuong
1 Answer
Phuong Hoang Last activity on 2/7/2022 12:33:59 PM by Mark Sayers

Weird SLA Violation

Please see the attached. Can you explain why the SLA was violated on this ticket? Is it because on 2/3/2022 the state transitioned from "On Hold" to "Closed" without going through "In Process"?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 2/4/2022 11:45:17 AM by Tevis Boulware

Labels for X and Y Axes in charts

Is there a way of adding labels to teh X and Y Axes in the charts?
Thanks for your time!
Jayne
1 Answer
Jayne Dissette Last activity on 2/4/2022 12:39:46 PM by Mark Sayers

1st call resolution ticket

Hello
Would someone be able to assist me in getting a report created for "1st call resolution"? I need one for the month and one for the quarter. I am struggling on what columns I need and what ti filter. Any advice would be appreciated.
...
2 Answers
Lydia Jefferson Last activity on 2/4/2022 1:13:54 PM by Mark Sayers

Web Methods Using Project API

Is it possible to create a web method to be used in a ticketing application workflow that returns information about a project?
In my sandbox test, using the basic GET..tdwebapi/api/projects/list, the return message is "404 - File or directory...
1 Answer
Bobby Jones Last activity on 2/2/2022 3:32:14 PM by Mark Sayers

Can you retrieve the Resp Group ID from a ticket in a web service method?

I'm able to retrieve the Primary Resp UID from the ticket in a web service method and the Responsible Group Name but don't see one specific to the Responsible Group ID? Would like to create a new ticket with the same Responsible Group and User in...
1 Answer
Phuong Hoang Last activity on 2/1/2022 3:25:51 PM by Mark Sayers

Include Feed and attachments in Copy Ticket API

Hi All,
I am using this POST API to copy a ticket into another application.
https://##.teamdynamix.com/TDWebApi/api/130/tickets?EnableNotifyReviewer=false&NotifyRequestor=false&NotifyResponsible=true
Is there any way that I ...
1 Answer
Phil Thomson Last activity on 2/4/2022 1:01:21 PM by Mark Sayers

Tickets assigned to Locations

We have a building that is now being considered 2 buildings. In trying to set up the new building and rooms, some rooms in the old building have a large number of tickets. Is there a way to bulk change the Location Building and Room in said ticke...
1 Answer
David Robertson Last activity on 1/27/2022 2:37:31 PM by Mark Sayers

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