Knowledge base article contents in Database/File System

I am an on-premise customer on 11.6.
Where can I find the contents of KB articles either within the database or in the servers file system? My end goal is to be able to search all KB articles looking for a specific link. I see most KB article...
1 Answer
Mariah Rible Last activity on 4/30/2024 3:01:33 PM by Mark Sayers

Managers getting ticket tasks, but not being able to VIEW ALL Tickets in the application.

We have a ticketing application that our Executive Admin group uses. We want them to assign ticket tasks to other Managers in the County. We want the managers to be able to see thier ticket task and the specific TICKET details, but not have visib...
1 Answer
Annie Wilson Last activity on 4/30/2024 1:21:10 PM by Mark Sayers

Ticket Coming off Hold generates multiple emails

Normally users receive a single email notification for a ticket that comes off hold, but recently a technician received 3 for each ticket that came off hold (3 tickets in total): 2 that looked the way they normally look (from the reply to address...
1 Answer
Tom Hilbert Last activity on 4/30/2024 1:14:45 PM by Mark Sayers

Do projects still show in time cards once they're closed?

In the Time & Expenses app, once a project is completed/closed, will it still show in the Project/Workspace drop down list? Or are closed projects automatically removed so the list doesn't get too long?
1 Answer
Constantin de Boisseson Last activity on 4/30/2024 10:33:50 AM by Mark Sayers

Location and Room, Room Not Showing

Hello, see below. I have a customer Location and Room attribute with a dependency set, but the room field does not show when the location is selected. If I use the standard location and room field, I see the expected behavior, but I cannot set a...
1 Answer
Tevis Boulware Last activity on 4/30/2024 9:12:17 AM by Mark Sayers

Desktop Autrefresh Rate?

How often does the desktop auto refresh occur? What is the period between each refresh?
We are getting reports that the auto-refresh is behaving inconsistently.
Thanks Tevis
1 Answer
Tevis Boulware Last activity on 4/30/2024 8:55:15 AM by Brittany Renn

Bulk migrating tickets to new ticketing application

We are working on launching a new ticketing application and portal to replace a TDX ticketing system we've been leveraging for eight years.

One core set of tickets we want to migrate are approximately 800 tickets that are used to facilitate...
1 Answer
Nick Durr Last activity on 4/26/2024 9:55:24 AM by Mark Sayers

Calendar Applications and Time Off Entries

Is there anyway to prevent time off entries from showing on the calendar application? Or limit who can see the entries? Concerns have been raised about every TDNext user being able to see all of the time off entries recorded. Since there are not ...
1 Answer
Corrine Knox Last activity on 4/25/2024 4:56:23 PM by Mark Sayers

Process to pull data from project requests.

I am looking to gather the following data from ALL the project requests we have had submitted from the start of TDX use.
Number of project requests in total to include those withdrawn, cancelled or converted to a project. Date the proj...
2 Answers
Mark Juzwiak Last activity on 4/25/2024 4:52:17 PM by Mark Juzwiak

Project Resource Status

When I'm in TDX > Projects > Resources, I see a list of resources, and each resource has a status. I'm trying to find what table that value comes from.
The value seems to be the status of the Resource, not the status of the Project. ...
1 Answer
Kimberly Clapp Last activity on 4/25/2024 5:06:00 PM by Mark Sayers

IVY chatbot - Zoom Contact Center - javascript file in script tags

Hello TDX ,
I have in the past asked about running a .js file within a script tag to launch Zoom Contact Center from client portal for live support calls. However, I was told that running the .js file within a script tag is not allowed.
1 Answer
Michael Rodriguez Last activity on 4/25/2024 9:39:51 AM by Mark Sayers

Can you batch edit ticket classifications?

I was wondering if there is a way to batch edit ticket classifications? we imported some tickets using the import tool, but we imported them with the incident classification instead of service request. I created an automation rule ...
1 Answer
Larissa Kupferschmidt Last activity on 4/25/2024 8:46:44 AM by Mark Sayers

Microsoft OneDrive / Intune connectors in iPaaS - Authentication Issues

We have followed the documentation and have successfully connected to the MS Graph API in iPaaS ( ). However, when we then apply the credentials we created...
1 Answer
Robert Tonnies Last activity on 4/25/2024 9:24:20 AM by Mark Sayers

Where are TAGS stored in the DB

If I create or add a tag to a project, in which database table would I find that information?
Based on empirical data, it seems that an entry is created in the table 'ItemTags' (I see a new entry created where IT_ITEMID = my Project ID and t...
1 Answer
Kimberly Clapp Last activity on 4/25/2024 9:49:23 AM by Darin Waldrop

How can I find where "Notify Other People" is stored in the database?

I'm looking under Projects where there is project-level data, such as "Percent Complete", "Comments", "Notification" and "Notify Other People".
From what I see, it looks like you can make an update to the project, and then add people to 'No...
2 Answers
Kimberly Clapp Last activity on 4/25/2024 5:06:21 PM by Mark Sayers

KB interval Reminder to Zero

I have two related questions to 11.9:
Can it be confirmed that the "Notify Owner of Review Date" setting on each individual KB article will be set to OFF by default on day 1 release of 11.9? In TD Admin, if the "Article Owner Review Not...
3 Answers
Joshua Warth Last activity on 4/25/2024 3:46:44 PM by Mark Sayers

Project task reminders

Is there a way to sent automatic project task reminders to task owners when the end date for the task is coming up?
1 Answer
Rebecca Murphy Last activity on 4/24/2024 2:02:26 PM by Mark Sayers

Web Service Method 404 Error

Hi, I am trying to create an outage window/category in our knowledge base by following the instructions in this guide. ( ID: 157806)
I have completed everything up unto the point at which you test the service method for the first time (Step 1...
1 Answer
Geneva Cleland Last activity on 4/24/2024 1:48:02 PM by Mark Sayers

Adding Work via Workspace Rules

I am unable to automatically add items to a workspace via workspace rules. I have several tickets that should be getting added to workspaces when they are updated, but they only seem to add when I manually run the add rule.
In line with this ...
3 Answers
Naseem Benjelloun Last activity on 4/30/2024 2:48:29 PM by Naseem Benjelloun

Adding images to workflow Notification steps

Is it possible to add an image to the Notification email sent out via a Notification step in a workflow? We'd like the notification to include our logo and were wondering if it's possible.

1 Answer
Erin Tramble Last activity on 4/24/2024 11:02:44 AM by Mark Sayers

CSS for /TDMobile

Hello, where in TDAdmin do we find the Styles for /TDMobile?
We want the branding to match our university colors, etc. like TDNext and TDClient.
1 Answer
Scott Cory Last activity on 4/24/2024 11:01:21 AM by Mark Sayers

Ticket Search Date Range

Using the API: ... /TDWebApi/api/{appId}/tickets/search
What would send in the JSON body to return only tickets created in the past 45 days?
"CreatedDateFrom":" {{today's date}} - 45 days " < replace with correct value
1 Answer
Scott Cory Last activity on 4/24/2024 9:04:09 AM by Mark Sayers

API access to users

Need help with the correct elevation settings to use to allow a outside company use our APIs to use there ticketing system to update ours. Currently a user setup with Enterprise access in Sandbox cannot use the API's and gets access error pictur...
1 Answer
Matthew Thompson Last activity on 4/24/2024 8:58:47 AM by Mark Sayers

Resending a Project Survey

Hi, is it possible to resend a request for a project survey? Or send a reminder to complete the project survey? We would like to increase our survey response rate. Or if there are other ways to do this, please share. Thank you,
1 Answer
Kathleen Flaherty Last activity on 4/23/2024 3:31:39 PM by Mark Sayers

Definitions, or Lack Thereof.

Why is there no page with definitions for all aspects of Forms and Flows? I am looking for the difference between Button - Action and Button - Primary Submit, or really any of the other Button - Options and I can't find anything.
1 Answer
Erik Hoag Last activity on 4/25/2024 9:21:18 AM by Mark Sayers

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