Questions

KB Styling

Is there a way to add styles to a KB article? The <style> tag is explicitly forbidden in the global html allowlists configuration, but it would be extremely redundant to add the same style to every element in a list. And the portal styles p...

1 Answer

David Tod Last activity on 12/1/2023 12:34:00 PM by Brittany Renn

Restricting Past Dates on Date Picker

Hello:
Is there a way to prevent users from selecting past dates on custom date picker attributes? We want to prevent users from selecting past dates on our employee onboarding workflow.
Thank you.

1 Answer

Anderson Hanchett Last activity on 12/1/2023 9:42:07 AM by Brittany Renn

Bulk Upload of new Account Attributes

Our organization has over 900 active accounts/departments and we have just created two new account attributes. We would like to assign a person as a tech representative to each department, and give the department a level number (1,2) to show the...

1 Answer

Christopher McDaniel Last activity on 11/30/2023 12:30:47 PM by Mark Sayers

Approval Step notification

I inquiring about an Approval Step and if something is added to the description of an Approval step, if the description is included when the notification is sent to the approver?

2 Answers

Mathew Chandler Last activity on 11/30/2023 11:59:59 AM by Mathew Chandler

Notify Multiple Resources when Bulk/Mass Updating

When trying to update a number of tickets at once, either using Action > Update or Comment , it doesn't appear possible to notify more than one resource (Group, Responsible, Requestor, etc). Is this not possible or am I just missing something...

1 Answer

Jacob Gladfelter Last activity on 11/30/2023 11:03:17 AM by Mark Sayers

Service Forms: Where you can view them and the difference in that view.

I wanted tech support to have an easier and faster way to create tickets from forms. I defaulted the Service Request in Tickets Details and then selected the General Request they use the most.
When you select that option in stead of +New, yo...

1 Answer

Justin Goode Last activity on 11/30/2023 9:56:09 AM by Justin Goode

Emails that come into a TDX ticketing email monitor

We receive many emails that are sent to TDX ticketing monitored email accounts here, and thus become tickets. Often, the sending email account is NOT the user's Alert/Notification Email account, but is either their Alt Email account or their Pri...

1 Answer

Jon Ricketson Last activity on 12/1/2023 9:35:01 AM by Brittany Renn

Downloading a file from Amazon S3 Bucket

I am trying to download a file from an Amazon S3 bucket.
I have created an Amazon S3 connector in iPaaS and configured AWS Signature credentials. When I use the connector and credentials in a flow I can do some actions. Get Bucket Region w...

1 Answer

Cory Morgan-Berg Last activity on 12/4/2023 9:28:44 PM by Mark Medaugh

Webhook info

Hello,
I was wondering if some could provide some additional info on Webhooks. I did look at some of the KBs. However, I would like some clarification.
So seems like Web Services makes calls to the TDX API. Webhooks differs in that i...

1 Answer

Michael Rodriguez Last activity on 11/27/2023 11:42:35 AM by Brittany Renn

Can the API impersonate a user when using the special key-based admin account?

When using the API, I'd like to be able to impersonate a user when using the special key-based admin account.
Because our domain is SSO, there's not a way to get a user-specific bearer programtically via /auth/loginsso, so (for example) a PO...

1 Answer

Craig Ghareeb Last activity on 11/28/2023 8:28:15 AM by Mark Sayers

Task report in Analysis app not showing completed date for all tasks 100%

I have a user that created a Task report within the analysis app and one of the criteria is to show the tasks completed date. For two of the tasks, it shows the date and for two it doesn't show it. I reviewed the report criteria and I cannot se...

7 Answers

Leslie Czeck Last activity on 11/22/2023 2:31:10 PM by Leslie Czeck

Retrieving User Location from API

Hello,
I am currently working on a workflow where I am hoping to send a notification to a specific group based of a users location. The issue I am having is that the it is not the requestors location that I am needing, but a users that the re...

1 Answer

Tuscun McFarlen Last activity on 11/22/2023 9:29:19 AM 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

Turn of PM notifications when updating allocations on resource management screen

see attached

1 Answer

Rebecca Murphy Last activity on 11/17/2023 2:46:00 PM 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

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