Questions

How can I tell if Services have KB articles related to them, without looking at each service individually

When we related Knowledge Base articles to each other, they each show the link to each other. How can I tell when a Knowledge Base is related to a Service, without looking at each service?
Right now if we Reject an Knowledge Base article, it...
2 Answers
Kathy Holman Last activity on 7/14/2016 3:53:56 PM by Greg Van De Mark

Version 9.4 Preview - Plan questions

Hi. Playing with the new Plan interface in the preview environment. It's very impressive but has led to a few questions for me.
1. Update Notifications - If I click the Select All check box on the Notification field nothing seems to happ...
1 Answer
Steve Blackburn Last activity on 7/14/2016 6:19:00 PM by Chris Neiger

v9.4 Update release

I have some questions about the upcoming update release.
A BE-wide setting has been added to allow for feedback to be restricted to authenticated users. Is the default set to restrict to authenticated users? Client portal footer is cool...
1 Answer
Will Turek Last activity on 7/14/2016 11:05:29 AM by Mark Sayers

Entering Multiple Values into a report filtering

I am trying to run a report and I'd like to filter certain returns. Rather than enter a filter for each individual field value, I can enter the filters as multiple values. But I can't find any documentation as to how to enter the values. For ex...
3 Answers
Lisa Speigel Last activity on 2/11/2022 9:00:35 AM by Katelin Anderson

Assigning workflow to an existing project

Is there a way to assign a workflow to an existing project? There is a section called 'Workflows' when I go under 'Project details' but its dropdown is empty, it doesn't show the workflow that I've created, activated, and assigned to the same 'pr...
1 Answer
Namrata Mediratta Last activity on 7/14/2016 9:44:57 AM by Mark Sayers

What is the best practice for removing deprecated attribute choices?

In our ticketing application, under our Communication > Email ticket type, we have an Exchange attribute choice. As we have transitioned to a hosted email solution, we no longer have a need for this choice, but would like to continue to create...
2 Answers
Felix Mercader Last activity on 7/13/2016 3:35:25 PM by Felix Mercader

Ex-employee - changing responsibility on ticket tasks

When I remove a resource from a project due to the person no longer working at our university, I can reassign items to another individual. Slick. Is there something similar on the ticket task side? I am trying to do the same thing for 64 open tic...
1 Answer
Greg Van De Mark Last activity on 7/14/2016 9:53:25 AM by Mark Sayers

Ticket count under "Types" does not match tickets that show up in Admin>Ticketing application>Tickets

Please see this video: http://screencast.com/t/HxF7P9LJ1uja

Under "Types" it says that there are 2 tickets for that type. Under Admin > Ticketing application > Tickets I can only find one ticket for that type, even after sele...
1 Answer
John Borwick Last activity on 7/13/2016 9:14:39 AM by Mark Sayers

Removing Inactive Types

Under Types - I'm trying to get rid of two inactive types, but each has a 1 in the Services field and I don't know where that's coming from. Could you help?

Thanks,
Dave
5 Answers
David Doherty Last activity on 7/13/2016 10:49:38 AM by Mark Sayers

Knowledge Base Licensing

Good morning,
Are all of our seats licensed to use the knowledge base? It seems that way because I can add it under Applications, where I can't with, say, "Analysis" - which is limited to Enterprise License. Just want to conf...
1 Answer
David Doherty Last activity on 7/12/2016 1:16:01 PM by Mark Sayers

Why are Ticketing Bar Charts one color?

Why are the rows on Ticketing Bar Charts all one color and Pie Charts, slices, show in multiple colors?
3 Answers
Kathy Holman Last activity on 7/12/2016 1:00:20 PM by Mark Sayers

Ticketing Feed Order

When making updates to a ticket, an open thread that gets updated shows in the following order, oldest to newest. Can that be changed to show newest to oldest?
1 Answer
Kara Farmer Last activity on 7/12/2016 11:48:25 AM by Mark Sayers

Automated report for user licenses

Is there anyway I can make an automated report to send our business office the user account spreadsheets to our business office on a monthly basis?
1 Answer
Forrest Ewen Last activity on 7/12/2016 10:20:12 AM by Mark Sayers

Attachments in a ticket

Can anyone with TDNext open an attachment in a ticket even if it isn't assigned to their group?
1 Answer
Kara Farmer Last activity on 7/12/2016 9:38:38 AM by Mark Sayers

Briefcase for ticket attachments?

Hi,
Is there any kind of Briefcase that exists for ticket attachments? For example, we store a lot of forms (such as VPAT forms, requisitions, quotes) in our procurement request tickets. It would be useful to be able to view & search a r...
1 Answer
Peter Mosinskis Last activity on 7/12/2016 10:37:38 AM by Mark Sayers

Workflow reporting

Hi,
I'd like to be able to generate a report that shows me, for each step in a given workflow:
What was the minimum time to complete a workflow step? What was the maximum time to complete a workflow step? What was the average ti...
2 Answers
Peter Mosinskis Last activity on 12/12/2018 12:44:12 PM by Peter Mosinskis

Project Dates revert back

We have changed the dates for a couple of our projects. They usually work first time we change them. However, there are two projects that we keep changing the dates on and the very next day, they have reverted back to their previous date. Wanted ...
1 Answer
Roger Bias Last activity on 7/11/2016 1:42:57 PM by Mark Sayers

Next Release

I have searched but am unable to find an answer so posting here. What is the next scheduled release date and where can I find information about those improvements/upgrades? Thanks!!!
3 Answers
Kara Farmer Last activity on 7/13/2016 10:09:16 AM by Mark Sayers

Unable to delete services that do not have tickets, project, or requests associated with them

We are trying to clean up our services so I created a ticket report to identify tickets that need to be removed from any service that contains “do not use” in the title. When I save and run the report it results in 0 tickets associate...
1 Answer
Daniel Stuckey Last activity on 7/10/2016 8:32:11 PM by Mark Sayers

How do I "unpublish" a project?

One of our users has published a project and we would like to unpublish it. How would I go about doing that?
1 Answer
Nancy Fisher Last activity on 7/11/2016 9:48:49 AM by Mark Sayers

SQL Database Jobs - Creation/Owners

I'll try this again since my question disappeared. We are trying to upgrade to a newer version of SQL Server for our database. The DBA's are asking about ownership for the jobs that run from the database itself. I previously found an article t...
2 Answers
Anna Herod Last activity on 7/8/2016 5:10:02 PM by Aaron Crane

Can timeline changes be tracked?

To whom may concern,
I was looking into the reports/analysis that can be done in TD but we are in need of being able to track changes in timeline such individual tasks start/end date. If anyone knows how to pull something like this please let...
4 Answers
Edgar Garcia Last activity on 7/8/2016 5:16:49 PM by Edgar Garcia

Display text of Custom Attribute as a hyperlink

Hi! I wonder if we can use a Custom Attribute to store a hyperlink to an evaluation form which we associate with each TD ticket.
Example:
Custom Attribute = "Evaluation Template" and the content is http...etc--I'd like the URL...
2 Answers
Craig Gurchinoff Last activity on 7/8/2016 11:08:28 AM by Craig Gurchinoff

Getting 'Permission Denied' message in Portfolio Planning

I have the Enterprise license and have all required options selected under 'Admin->Users-> Applications' but I'm getting a 'Permission Denied' message when I go into the 'Portfolio planning' section.
This was working fine until last wee...
2 Answers
Namrata Mediratta Last activity on 7/8/2016 10:54:02 AM by Mark Sayers

Report on a list of Projects for each Resource in a Resource Pool when there are no schedules?

Hi -
Is it possible to run a report against a resource pool and return a listing showing each Resource and the Projects they are active on - similar to the Schedule Report - when the resources are scheduled for 0 hours on the projects?
Th...
5 Answers
Amy (Dube) Hodgdon Last activity on 7/11/2016 5:00:22 PM by Mark Sayers

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