Questions

Service Request coming from Inactive Employee

How do I change who is shown as the "sender" for a Service Request notification that is created via an automation rule? In the Automation rule I have some individual employees without the ticketing application that are also notified for a new hir...
1 Answer
Nick Christiansen Last activity on 11/21/2023 2:27:41 PM by Mark Sayers

API URL Parameter

Can we add a parameter to the API endpoint on a Web Service Method to have a comment entry notify the responsible group? POST .../TDWebApi/api/{appId}/tickets/{id}/feed
.../TDWebApi/api/{appId}/tickets/{id}/feed ?notifyResponsible={notifyRes...
1 Answer
Scott Cory Last activity on 11/21/2023 1:37:33 PM by Mark Sayers

Cannot delete forms

Hi!
We inherited the TDX instance that we have now. We have managed to delete all the tickets and services created by the previous department. However, there are some forms that I cannot figure out how to delete. See below. I cannot seem to f...
1 Answer
Michael Rodriguez Last activity on 11/21/2023 9:49:07 AM by Mark Sayers

PM is prompted to request permission to check on her project?

Good morning,
For some reason a PM is being prompted to seek permission to review her project. Do you know why that would be happening? It doesn't seem to be all of her projects, but one specifically. I can't find any apparent issues.
th...
1 Answer
Michelle King Last activity on 11/20/2023 10:07:55 AM by Mark Sayers

Attribute limiting

When creating attributes for forms and services there are some I would like to limit the available input spaces. For instance, a Students ID Number is only ever 9 digits, would I be able to limit the input to only that set amount of numbers?
1 Answer
Justin Goode Last activity on 11/17/2023 12:20:01 PM by Brittany Renn

Ticket Stopped before Completing Workflow

Hello,
I have a ticket that stopped before completing the workflow. The ticket still shows that it is in process. The Current Workflow Step in the Details area and the Current Activities panel disappeared as if the ticket was completed. Howev...
1 Answer
Valencia Ingram Last activity on 11/17/2023 10:02:37 AM by Brittany Renn


Duplicate departments

We have some duplicate departments that we need to clean up, What happens to the tickets associated with one of these departments that we will delete? Will it just remove it from the ticket or delete the ticket?
1 Answer
James Richard Last activity on 11/17/2023 10:04:59 AM by Brittany Renn

Checking Duplicates in Asset Management

Hello:
It is understood that duplicate assets are avoided by updating assets with duplicate service tags when using the Asset Import Tool, but there does not seem to be a way to avoid duplicates by service tag or serial number when creating a...
1 Answer
Anderson Hanchett Last activity on 11/16/2023 3:40:17 PM by Mark Sayers

Ticket Source values

Where can one edit and add to the available values for ticket Source? We want to set it to "Imported" for some tickets we are bringing in.
1 Answer
Jon Ricketson Last activity on 11/16/2023 12:27:21 PM by Brittany Renn

Expendable Asset Tracking

I am looking into tracking some items that are going to fluctuate in quantity constantly. Has anyone done this successfully and if so or not what would be the best method to do so? I worry about the ability to not see the quantities for the asset...
1 Answer
Daniel Parten Last activity on 11/15/2023 5:06:06 PM by Mark Sayers

Access to move tickets between ticketing apps

Where can I find information on how to setup access for someone to move tickets between multiple ticketing apps?
1 Answer
Alex Oquendo Last activity on 11/15/2023 3:26:06 PM by Mark Sayers

Notify All by default on ticket updates...except the creator

I want tickets to notify everyone associated with a ticket...except the creator. Is this possible? Our helpdesk often times creates tickets for callers. If I add additional people to the ticket I want those people to get updates about the ticket,...
1 Answer
Justin Tate Last activity on 11/15/2023 11:17:45 AM by Brittany Renn

Restoring a deleted Asset?

Hello
There is an asset in our Asset/CI app that was deleted accidentally. It's in the Deleted Asset/CI section in the Admin console. Is there anyway to restore this asset without rebuilding it?


Thanks!
Eugene
1 Answer
Eugene McGeehan Last activity on 11/15/2023 11:50:48 AM by Mark Sayers

Generating Tickets from Questions App

Is there a way to automatically generate tickets when users ask questions in the questions app?
Thank you.
1 Answer
Anderson Hanchett Last activity on 11/15/2023 9:28:01 AM by Brittany Renn

Ticket + Asset Reports

Hi,
I'm looking to create a report that will give me a column with a ticket ID and a column with the Assets associated to that ticket. Oddly enough this doesn't seem to be possible. I've created many reports but don't seem to be able to make ...
1 Answer
Carl Amlin Last activity on 11/14/2023 4:10:19 PM by Mark Sayers

Modified By ticketing attribute filtering in reports

Why is it that some standard People type Ticketing attributes allow report filtering on "has a value" and "has no value", and some do not? For example, Requestor and Dept. Manager allow these filtering options, but Modified By does not. We wan...
1 Answer
Jon Ricketson Last activity on 11/14/2023 2:17:05 PM by Mark Sayers

Task Templates

Is there a way in TDX of "tagging" a task template of who owns them (and therefore is responsible for updating/modifying the tasks)?
Thanks.
Sharon J.
1 Answer
Sharon Jarmoc Last activity on 11/14/2023 12:05:02 PM by Mark Sayers

Deleting a User from a List in iPaaS

Hello, I have two lists of users, list A and list B. Currently I have a for each loop that will go through each user in list B and check to see if the user is in list A. If the user is not in list A, then the user is deleted from list B which is ...
1 Answer
Jennifer Jennings Last activity on 11/14/2023 11:18:29 AM by Jennifer Jennings

Announcements?

Do Admins have the ability to create announcements like the ones TeamDynamix Admin posts?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 11/14/2023 9:07:24 AM by Brittany Renn

iPaaS API for Portfolio Planning

Hi, I am trying to set up some flows that can retrieve data about Projects from Portfolio Planning. Is there an API for Portfolio Planning that can interact with Scorecards or it is part of another API? If not, what are some ideas on accessing ...
1 Answer
James Cherry Last activity on 11/14/2023 9:18:24 AM by Mark Sayers

Time and Expense adjustments/edits

Is it possible to adjust or edit time after they've been entered on a ticket in the T&E tab? See attached.
1 Answer
Tony Dufault Last activity on 11/13/2023 3:51:01 PM by Mark Sayers

Requestor change with automation

Is there a way to change the requestor on a ticket with automation? We are getting alerts from an email address and they get sent to our tech support email. They have the name of the domain user in the subject line and can also add it anywhere in...
1 Answer
Justin Goode Last activity on 11/13/2023 2:42:01 PM by Mark Sayers

Email Signatures and Notifications

I have noticed when people reply to ticket notifications from outlook, TDX tries to capture their signature as an image. It looks reasonable in the ticket but in the notification it seems like the image is about 10x the size of the original image...
1 Answer
Justin Goode Last activity on 11/13/2023 1:03:53 PM by Mark Sayers

FCR reports and ITDL reports

Does TD have the capability to run FCR (First Call Resolution) reports?
Was just hit with that question, but they also mentioned that there was a way to run an ITDL report in TDX based on our version. we are using version 11.8
2 Answers
Justin Manibog Last activity on 11/13/2023 1:29:36 PM by Greg Van De Mark

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