Questions

Ticket History Report - does not seem to be working properly

Hello,
I have used the Ticket History report for a couple of years. It seems to be working differently and incorrectly since the recent upgrade.
The totals seem to be the same for several different date ranges that I enter so I ran a rep...

2 Answers

Shannon Sharon Last activity on 1/8/2024 2:08:32 PM by Shannon Sharon

Approval access and User reports to list

Good Afternoon,
I have a couple of questions..
Is there a way to find out who has access to approve Change Requests? Is there a way to find out whos change request someone can approve?

1 Answer

Rick Garcia Last activity on 1/5/2024 3:39:15 PM by Mark Sayers

Report for "Age" after Assignment

Hello, we have a customer who wants a report "that shows the age of a ticket after assignment". For example, most tickets go to a Tier 1 group, and then the ticket could be assigned to a Tier 2 group. We are looking for a built-in metric to sho...

1 Answer

Tevis Boulware Last activity on 1/5/2024 1:26:54 PM by Mark Sayers

Portal "Admin" Operation

Please see below; when I click on a Ticketing application and select "Admin" from the management gear, I am taken to the admin page for that application. However, when I do the same for a service portal application, I am taken to the admin page ...

1 Answer

Tevis Boulware Last activity on 1/5/2024 9:36:06 AM by Mark Sayers

Create Task Creation Based on Date Field in Ticket

Hi,
Happy New Year!
I'm working on a ticket in which people need their cell phones equipped with an international plan when they travel. They tell us the travel dates and we want to trigger a task that the tech would go in the day before...

1 Answer

Sheila McBride Last activity on 1/4/2024 4:44:41 PM by Mark Sayers

Limit on bulk API operations?

I'm looking to bulk add people to an Org application. The /people/bulk/changeorgapplications endpoint is the exact solution I need but the documentation doesn't state what the maximum length of the list of UserUIDs I can include in my payload. ...

1 Answer

Nick Nunn Last activity on 1/4/2024 2:51:06 PM by Mark Sayers

Contacts in Tickets

If I were to have someone be notified of certain tickets via Automation Rules, would they be added as a contact to the ticket and be able to see the ticket?

1 Answer

Darrin Johnson, Jr. Last activity on 1/3/2024 1:15:14 PM by Mark Sayers

With the sandbox refresh is it just ticket data taken from Thursday prior, or all the production configurations as well?

Hello,
I just had a question about the data that comes across with the sandbox refresh from production. I have read the guidance that the data that is copied across to the sandbox from production is from the Thursday evening before the refres...

1 Answer

Samuel Jones Last activity on 1/3/2024 9:16:15 AM by Brittany Renn

Issue with Date/Time Format in API Web Service Method

We have an application I am trying to interact with using a. web service method.
I am using the "Created" attribute as the Start time in the JSON Body:
"start":"2024-01-02T22:30:27Z", The application is expecting the start date/time ...

1 Answer

Scott Cory Last activity on 1/3/2024 9:30:33 AM by Mark Sayers

Sharing knowledge base reports

Is there a way to share a knowledge base report with a technician user without giving them access to analysis?

1 Answer

Mariah Rible Last activity on 1/2/2024 4:28:09 PM by Mark Sayers

Ticketing email error/automatic replies

We have emails going to news@fsw.edu and when they do we have it automatically create a ticket, however, we made it so tickets wouldn't be created when an automatic out of office response occurs. there is a glitch ,as for some reason we just n...

1 Answer

Michelle King Last activity on 1/2/2024 11:00:55 AM by Mark Sayers

Converting string to all upper case

Looks like iPaaS does not have string.toUpperCase() function. How would I go about converting a string value stored in one of the properties to all upper case letters? Example: "text" to "TEXT"

1 Answer

Bodek Frak Last activity on 1/2/2024 8:48:44 AM by David Tod

Adding Name of Portal to the Portal Page

Hello, it has been a while. I can get an image on a new Client Portal Page but how do you display the name of the portal on the portal page? See below:

1 Answer

Tevis Boulware Last activity on 12/28/2023 9:35:03 AM by Brittany Renn

Resources Rejoining the Organization

Hello

We have a situation where the resource was working for a certain period say from Oct 2021 through June 2023 and took a sabbatical. The person has rejoined now. How do I set the dates for the user in the Users Section in Administration ...

1 Answer

Meena Murali Last activity on 12/27/2023 4:49:32 PM by Mark Sayers

Dependent Attribute Auto-Selected Choice

I am needing to have a form that when a choice is selected in the parent attribute, the corresponding choice value (single numeric choice) is auto-selected and populates the dependent child attribute field in the form. I tried using dropdown, bu...

1 Answer

Scott Cory Last activity on 12/26/2023 9:09:23 AM by Mark Sayers

Full Service Catalog Report

I administer our service catalog, and was pointed to this support avenue by our Global Admins. Essentially, is it possible to run a single report that enumerates the entire service catalog (as it relates to our campus not the entire university sy...

1 Answer

Jonathan Dixon Last activity on 12/21/2023 3:44:41 PM by Brittany Renn

Changing added time to a ticket, task, or issue

Is it possible to edit/change the time added to a ticket when it was done incorrectly?

1 Answer

Patricia Plascencia Last activity on 12/21/2023 2:26:11 PM by Mark Sayers

Notification to Knowledge Base article approvers

Is there a way to set up a notification to the knowledge bases approvers that an article is waiting to be approved?

1 Answer

Jeff Schilling Last activity on 12/21/2023 1:04:25 PM by Mark Sayers

Ticket Age Reporting

Via reports is there a way to collect data on the number of tickets that get resolved within the first 24 hours vs. tickets that take longer?

1 Answer

James Lockhart Last activity on 12/21/2023 1:14:08 PM by Brittany Renn

Ipaas Form Table

Is there a way to create a table on an Ipaas Form ? or do you have to lay multiple list boxes? OR is this something you have to create using the custom element ? and if so how can i go about doing this with data from an SQL query ?

1 Answer

Matt Hoadley-Jager Last activity on 12/21/2023 10:54:07 AM by Michael Ligouri

Ticket Responsibility When Unassigning Technicians

Is there a way to automatically assign a ticket to the previous responsible group when unassigning tickets? The current behavior is for the ticket to have no primary or group responsibility, potentially being lost to visibility.

1 Answer

Anderson Hanchett Last activity on 12/20/2023 1:43:36 PM by Becky Klein

TDX Reporting

Hi,
Is it possible to get a TDX report to include the "resolution" feed? i.e. the ability to get all of the tickets
for an application along with the resolution to the ticket. Most TDX tickets the resolution is in the feed back to the cu...

1 Answer

Sharon Jarmoc Last activity on 12/20/2023 11:33:36 AM by Brittany Renn

Application Locks - TDX iPaaS Administration

Hello, TDX friends! I'm learning as much as possible, all things iPaaS. The extensive KB documentation for iPaaS is absolutely invaluable. There's an Application Locks tool, in the Monitoring tab for administrators. For the life of me, I can'...

1 Answer

Ron Vallejo Last activity on 12/20/2023 10:27:36 AM by Mark Sayers

Tech Desktop Module Not Showing All Tickets

As you can tell, we went live campus-wide, and the techs are asking a lot of questions.
1. One tech noticed that in Desktop=>Assigned to Me area, not all his tickets are appearing. Specifically, these two are missing
https://suppor...

2 Answers

Sheila McBride Last activity on 12/19/2023 3:44:42 PM by Brittany Renn

Preventative Maintenance

We're looking to do regular preventative maintenance with a facilities group using the ticketing and assets apps. For example, monthly fire extinguisher inspection in a building.

Would you start from a ticket, and if so, how?

For exampl...

1 Answer

David Tod Last activity on 12/19/2023 1:40:31 PM by Mark Sayers

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