Workspace rules/items

Is there a way to delete rules in Workspaces? Is there a way to delete items that accidentally got picked up by a rule?
1 Answer
Gabriela Barragan Last activity on 10/7/2022 12:53:35 PM by Mark Sayers

How is the asset ExternalSourceName attribute used?

How is the asset ExternalSourceName attribute used within TDX?
1 Answer
Gregory Baboolal Last activity on 10/7/2022 12:25:28 PM by Mark Sayers

Rename a group

Is it possible to rename a group?
I have a group called Ops Change Control and I want to change the name to Change Control
1 Answer
Jeffrey Otey Last activity on 10/6/2022 11:09:47 AM by Brittany Renn

Web Services parameters from ticket

I'm working on a web service that sends a information from a ticket to an endpoint. It looks like any string attributes that have a space (like Title or Description) replaces all of the spaces between words with a '+'. Is this behavior in all str...
1 Answer
Nick Nunn Last activity on 10/6/2022 9:04:35 AM by Mark Sayers

Email Replies - signatures becoming attachments

Is there a way (aside from disabling attachments altogether via the "Allow the system to add attachments to created items." option) to identify and remove attachments created by signatures?
Off the top of my head, we could look at an ipaas fl...
2 Answers
David Tod Last activity on 10/5/2022 5:23:03 PM by Greg Van De Mark

Pausing Alert / Notifications During Vacation

Hi there,
Trying to see if there is a way for a TDNext user to pause the ticket notification emails sent to them while they are on vacation? So far no luck. What is the recommended process for doing this? Is it controllable by the user or is ...
1 Answer
Damon Stennett Last activity on 10/5/2022 4:32:07 PM by Mark Sayers

On the TDNext form, typing a partial string does not return a "matching value"

When typing in the "Service Offering" field on TDNext forms a partial string does not return a matching value. The default behavior on most (if not all) other type-ahead search in TDNext is to return partial matches.

E.g. for the CIT - Porta...
1 Answer
Sharon Jarmoc Last activity on 10/4/2022 2:33:53 PM by Mark Sayers

Cascading Custom Attributes for Projects

I see that there have been multiple questions over the years about adding cascading custom attributes for project proposals. Is there an open enhancement request for this? We greatly need this as well.
1 Answer
Amy (Dube) Hodgdon Last activity on 10/4/2022 10:27:11 AM by Mark Sayers

Where are the calendar notifications stored?

For notifications that are sent from a calendar in TDNext, where is the template for the notifications stored in TDAdmin?
1 Answer
Zach Commons Last activity on 10/3/2022 11:20:39 AM by Mark Sayers

API Endpoint to Remove Workflow

Hello Everyone,
I'm looking to remove a workflow from about 600 tickets but cannot find how to do it using the API. I found the ability to assign workflow and some other workflow related API endpoints here:
2 Answers
Ashbinder Saini Last activity on 10/13/2022 4:02:43 PM by OU ITSM Team

Listing tickets in an MS Teams Channel

Our organization uses MS Teams for department meetings. Each department has a channel in the team.
We'd like to create ticket and asset reports and include a link tab in each department's channel. So each department would have a ...
1 Answer
James Moyle Last activity on 9/30/2022 3:28:31 PM by Mark Sayers

PII scanning

Our Security Office would like to know if TDX does any or supports any type of PII scans to identify and/or remove/redact any type of sensitive or PII data that may make its way into ticket descriptions and updates.
Thank you!
2 Answers
Pamela Jordan Last activity on 10/7/2022 10:04:02 AM by Mark Sayers

Workable Hours And Daily Capcity

I tried searching but couldn't find an explanation of the difference between Workable Hours and Daily Capacity. Are they the same thing? The template and API name discusses Workable Hours but the UI for a user profile has a setting for Daily Cap...
1 Answer
Bill Harlan Last activity on 9/30/2022 10:15:55 AM by Mark Sayers

Search Groups for two prefixes?

Hello, please see the following. I am trying to create an IPaaS flow that returns groups with "USS-" OR "IS-" in the title, and I can create a connector that returns one of the conditions but not both. Do I have to create two connector statemen...
2 Answers
Tevis Boulware Last activity on 9/30/2022 10:18:27 AM by Mark Sayers

Project Request (Portfolio Management) Statuses

Good morning:
I would like to ask if there is a way to customize project request statuses (in the Portfolio Management application). We would like the project request statuses to be congruent with our project statuses for consistency.
1 Answer
Anderson Hanchett Last activity on 9/29/2022 4:22:10 PM by Mark Sayers

"From" Change With Email Notifications

A tech within our department has asked if it would be possible to change the "From" field in the email notification when a ticket is created to reflect who the requester is rather than the technician who created the ticket.
I can't seem to fi...
1 Answer
Riley Fay Last activity on 9/29/2022 4:19:14 PM by Mark Sayers

Users currently logged in to TD

Is it possible to see what users are currently logged into TD?
1 Answer
Alex Oquendo Last activity on 9/29/2022 4:06:39 PM by Mark Sayers

Inline HTML reports via Email

Is there a way to get the html version of the email reports as inline instead of an attachment you have to save to view?
1 Answer
Teresa Amos Last activity on 9/28/2022 3:44:12 PM by Mark Sayers

Knowledge Base Article Report

Is there a way to create a report that pulls how many times a Knowledge Base article has been read within a specific date range?
For example: Article ID #123456 was read "x" times from 9/1/2022 to 9/30/2022.
Thank you for any i...
1 Answer
Michael McClure Last activity on 9/28/2022 1:35:07 PM by Mark Sayers

Two KB Articles on a Ticket

Does anyone currently have a way they incorporate two KB Articles on a ticket? We are looking for a way to post both an internal facing KB Article with a client facing KB Article on the same ticket. One thought we had was to use the KB Article ...
1 Answer
Nick Pearson Last activity on 9/28/2022 11:43:23 AM by Mark Sayers

Email Replies

I just want to double check, I only have an email reply monitor at the organizational level and none on any ticketing applications. We only use one client portal. Is that how it should be? I just created an email auth account and went to the next...
1 Answer
Alex Oquendo Last activity on 9/27/2022 10:38:16 PM by J.P. Brannan

How do you delete/remove an attached file once you have selected it (via the Browse button) and attached it ?

How do you delete/remove an attached file once you have selected it (via the Browse button) and attached it ?
1 Answer
Sharon Jarmoc Last activity on 9/27/2022 3:42:33 PM by Mark Sayers

How do you attach multiple attachments in the ticketing form?

When you try to attach 1 file it attaches, however, when you go to search for another and/or another file to attach
you cannot attach another as it deletes the previous attachment you made.
Also, how do you delete/remove an attachment (fi...
1 Answer
Sharon Jarmoc Last activity on 9/27/2022 1:54:50 PM by Mark Sayers

SMTP Reply

For the TDX System wide email, do the Outbound Email Settings (SMTP) have to use the same email account used for the email replies configured in the Email Reply Auth account?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 9/27/2022 1:31:20 PM by Mark Sayers

Tickets in Resolved Status automatically change to New Status when user comments

We use the Resolved status for completed Tickets with a setting for 48 hours to auto close, which is working great, unless the user comments. When a user comments on a Resolved but not yet Closed ticket the ticket Status changes back to New.
1 Answer
Will Tonkin Last activity on 9/26/2022 4:19:00 PM by Mark Sayers

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