Questions

What is #Templates Tell you?

It has been a while since I worked with Task Templates (workflow and IPaaS have overtaken them), but in the Admin View for task templates, what does the #Template value signify? I can't find any KB on the details.
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 7/19/2024 4:37:45 PM by Mark Sayers

Workflow timer step and on hold status

I read in the timer step knowledge base article , " The time a ticket spends on hold does not count against the timer's duration ."
I wanted to create a question to confirm: If a ticket is in an on hold status class, a workflow timer step wo...
1 Answer
Zoë Crabtree Last activity on 7/19/2024 9:43:48 AM by Mark Sayers

User Groups and Notifications

Is it possible to have an active group in a ticketing application for access permissions and automatic/workflow assignment of tasks and tickets, without being able to manually reassign tickets to the group?

Also, is it possible to inclu...
1 Answer
Anderson Hanchett Last activity on 7/18/2024 2:45:40 PM by Mark Sayers

Metric Data: How to measure metrics while excluding OnHold time

We're trying to understand metrics from the perspective of both Create to Respond and Create to Resolve . However the time that is logged appears to include time that a ticket was On Hold .
Is there another metric, or value/field that has...
1 Answer
Kelson ONeil Last activity on 7/18/2024 2:00:27 PM by Mark Sayers

Time Entry on TDX Mobile App

Is there any plan to allow time entry on a ticket or projects from the Mobile App?
1 Answer
Valentina Gutierrez Last activity on 7/18/2024 9:26:51 AM by Brittany Renn

Is there a way to import a set of field records without it overwriting existing records ?

Using the Asset Import option under Asset/CIs, is there a way to update a field or selected fields without wiping all other Asset data ?
For example, I just want to update Warranty Date on a set of 10 assets.
If I use the Asset Import op...
1 Answer
Mark Chen Last activity on 7/17/2024 3:14:11 PM by Mark Sayers

Assigning ticket task in workflow to Requestor's Manager when Manager is not a TDNext user?

Can we assign a ticket task in a workflow to the ticket Requestor's Manager when Manager is not a TDNext user and have that Manager "complete" the task from the Client Portal?
1 Answer
Michael Cyr Last activity on 7/17/2024 12:08:31 PM by Brittany Renn

Remove users from a ticket queue

Hello,
I am writing to inquire about the possibility of preventing specific users in a group from receiving ticket assignments on days they are not available, such as due to illness. Currently, we utilize a round-robin iPaaS flow to assign t...
1 Answer
Ryan Turner Last activity on 7/17/2024 12:26:07 PM by Mark Sayers

UX Preview

I wanted to register for the new UX preview on July 30th. I got an error that says 'This webinar is for authorized registrants only. Please enter another email address.' I'm not sure why it would ask that as I only have the one I use with TeamDyn...
1 Answer
Justin Goode Last activity on 7/16/2024 3:07:50 PM by Mark Sayers

Calendar

We have an API that based off someone clicking a link within a response to a ticket it takes them to our oncehub site to make the appt. once that appt is saved it goes into a field within the ticket for the date and time (which is an attribute). ...
1 Answer
James Richard Last activity on 7/16/2024 11:00:27 AM by Mark Sayers

public desktop with client portal content

I created a simple non-public desktop with "client portal / knowledge base / popular articles" and "client portal / service catalog / popular services"
I see the two reports on the desktop in TDNext.
I then make the desktop public and acc...
1 Answer
Greg Van De Mark Last activity on 7/16/2024 10:35:13 AM by Mark Sayers

Task Reminder Notifications

Is there a way to notify responsible of their upcoming task due date or task reminders in TDX ticketing system?
1 Answer
Navjot Bhatoa Last activity on 7/16/2024 9:28:00 AM by Mark Sayers

Requesting Guidance for Outlook Calendar Integration

We are attempting to create an integration between TeamDynamix and Outlook calendars. Our objective is to add a step to our Request for Change workflow that will add a calendar event at the date/time listed as a ticket attribute with the TDX tick...
1 Answer
Anderson Hanchett Last activity on 7/16/2024 9:19:22 AM by Mark Sayers

Tickets and Tasks - Bulk Closure?

Hi,
SCENARIO - New Hire, an Onboarding ticket is submitted by the Hiring Manager which is set to Auto-Create Tasks for HR, IT, and Facilities. IT closes theirs tasks, HR and Facilities tend to leave their tasks open. I am cleaning up Year-t...
1 Answer
Armando Cortez Last activity on 7/15/2024 1:39:05 PM by Armando Cortez

TDX User account creation

Hello, We noticed this morning that when we are using our system to create new users some of the users are being created with a space after their first name in our AD environment. I am not sure of how to resolve this. I was hoping someone could t...
1 Answer
Ryan Turner Last activity on 7/15/2024 12:33:20 PM by Mark Sayers

Tasks from one application to another AND maintain security privacy

We have a request to assign a task across different applications.
Scenario:
HR and IT have different applications. Neither HR nor IT have access to the other application to work tickets. This is to ensure data security and privacy on ...
1 Answer
Kelson ONeil Last activity on 7/15/2024 9:08:51 AM by Brittany Renn

Add Customer's Supervisor as Contact Automatically

Is there a way to automatically add a customer's supervisor as a contact on the ticket? i.e. if John Doe submits a ticket and his supervisor is Jane Doe, we want to have Jane automatically added as a ticket contact when John puts in the ticket. I...
1 Answer
Jonathon Eller Last activity on 7/12/2024 3:47:26 PM by Brittany Renn

Web Services - Update Asset information on a Loaner Process

We are working on a loaner process and want to setup a web service for the work flow to update the asset owner and status after the asset is assigned to the ticket.
1 Answer
Tabitha Logemann Last activity on 7/12/2024 2:29:28 PM by Brittany Renn

Choice Field Custom Attribute in body of Create Second Ticket Web Service Method Autopopulate from original ticket.

Good Morning again, and hopefully the last time for a while,

In the Create Second Ticket Web Service method, I want to pull a custom attribute choice field filled out by the end user over to the new ticket.
Ex. I have a drop down Ch...
1 Answer
Irene Muller Last activity on 7/11/2024 4:16:32 PM by Brittany Renn

Creating Custom Connector Post Actions

Hello. I am creating a custom connector to a set of API endpoints that works with XML and not JSON. I have successfully created GET actions with query strings, but am having difficulty creating a POST with a Request Body Data Type. I have cr...
1 Answer
Tevis Boulware Last activity on 7/15/2024 10:40:28 AM by Mark Sayers

Project resource allocation and time off

Hi,
In our project plans we have tasks that run for multiple weeks (ex. July 1 - September 15). When an assigned resource also takes vacation time during that period, they now show as over allocated. Is there a way to modify the project task ...
1 Answer
Kim Rathbone Last activity on 7/15/2024 10:29:15 AM by Mark Sayers

Service Portal Application not being added

Please see the rather rambling explanation below, but I am creating a new user (in the Sandbox) and trying to add a second enterprise service portal application. However, while the generated JSON looks correct, the newly created user is not assi...
1 Answer
Tevis Boulware Last activity on 7/10/2024 2:07:47 PM by Tevis Boulware

Team Dynamix App

Do we have access to use the Mobile APP currently? I read that only certain people will be able to use the app at this time. I am checking to see if we are those certain people here a PVAMU Texas A & M that have access. If so how do we get ...
1 Answer
Matthew Thompson Last activity on 7/10/2024 11:44:06 AM by Mark Sayers

Calling Oracle DB Stored Procedures with Parameters in iPaaS

Hi,
I am trying to call a stored procedure in iPaaS using a connector for Oracle DB. I can successfully execute a procedure without parameters, but I encounter issues when attempting to call a procedure with parameters. Could anyone provide m...
2 Answers
Waheed Barakzai Last activity on 7/16/2024 12:05:37 PM by Jordyn Mancini

How do I Change Responsible on Second ticket created in a workflow but not the original?

Good Morning Again ( I assume Mark and Brittany will respond, to which I say Hello!),
Day 3 of working with Web service methods and Workflows and I have a new question. I have a workflow web service method that creates a second ticket. I'd li...
1 Answer
Irene Muller Last activity on 7/10/2024 10:12:37 AM by Mark Sayers

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