Questions

Is there a place to enter a general comment for a weekly time card in My Work?

We are in the process of moving our users from reporting time via Time and Expenses to My Work. One of our users said they routinely provide a brief overview of their work week to their manager in the comments section of the time card under Time ...
2 Answers
Nancy Fisher Last activity on 6/16/2016 9:57:53 AM by Mark Sayers

Help with ticket report

Can a Ticket Report filter ticket results based on "Age", and also exclude non-operational hours such as weekends specifically?
1 Answer
Kevin Cook Last activity on 6/15/2016 11:04:05 AM by Mark Sayers

Email Service

Are automation rules applied to tickets generated by the Email Service?
Thanks,
Jonathan
1 Answer
Jonathan Graves Last activity on 6/15/2016 10:28:07 AM by Mark Sayers

Self-Registration

Not sure if this is working like it's supposed to or if this is an issue. A faculty who we've previously entered as a contact tried to log into the service catalog and was denied. I upgraded them to a Client User and set their authorization name ...
4 Answers
Will Turek Last activity on 6/14/2016 4:41:40 PM by Matt Sayers

Field Population for Email Ticket Creation

Hello,
I'm trying to create tickets through email, which I can currently do, However I am having difficulty populating other fields apart from the Subject and Description. Is there anything I can do when creating tickets to populate all the o...
2 Answers
Damien Robinson Last activity on 6/21/2016 9:40:47 AM by Mark Sayers

Resource pools question

In TD Admin > Resource Pools, can you please tell me what the 'Requests' represent as highlighted below. We are using only Projects (ie: we do not use Project Requests) and we have 'Requires Approval' set to false. So it is confusing as to why...
1 Answer
Susan Watts Last activity on 6/14/2016 11:49:14 AM by Mark Sayers

Projects

Good Morning,

Is there a way to automatically add each manager (not project manager) to every project that is created? Right now we have to add the manager of each team as a resource on the project. Is that the only way to give them access t...
2 Answers
Dawn McIntosh Last activity on 6/14/2016 10:24:14 AM by Mark Sayers

Admin Reporting of Users "where used"

We are beginning to utilize automatic email notifications a bit more. I understand that while a Ticket Type may be set to notify a group, we need to set the Primary Reviewer at the Request Form level to an individual so the email notification wil...
1 Answer
Maggie Eaheart Last activity on 6/14/2016 9:40:25 AM by Mark Sayers

Portfolio budget report

Hi,
Currently I can get a report for all the projects in a portfolio with the estimated budgets for each project - but I'm trying to include the 'estimated budget' for the entire portfolio in this report to be able to show how much budget is ...
2 Answers
Namrata Mediratta Last activity on 6/13/2016 10:13:30 AM by Mark Sayers

Email Service

We are currently using an older version of the email service and it does not recognize our other ticket applications. If we upgrade the email service to the current version available, will this wipe out our current setups for additional Inboxes?...
1 Answer
Kathy Holman Last activity on 6/9/2016 11:21:13 AM by Mark Sayers

Project Request to Project

We have an approved project request that I am currently unable to change to a project. I have admin access and I am unable to find a way to change it to a project. I checked other questions and it said something about staffing. I can not find w...
3 Answers
Roger Bias Last activity on 6/9/2016 9:41:59 AM by Mark Sayers

"Pending Time Reports" Notification

Could you please let me know where the "Pending Time Reports" notification template can be found and if it's one we can modify? We thought it would be under Admin | Time Report Notification Templates, but it's not there. We'd like to ...
1 Answer
Brenda Scott Last activity on 6/8/2016 8:47:39 PM by Matt Sayers

Is it possible to add a custom required field to a task?

We would like to start entering tickets that would include several tasks for different teams. To complete each task, we would like to include required fields that are different for each task, such as printer name, MAC address, etc.
Is this po...
2 Answers
Felix Mercader Last activity on 6/8/2016 1:29:57 PM by Felix Mercader

Would like to see the 9.4 release in the preview environment

Hello,
Per your instructions below, I've tried to get into the preview environment but unable to see 9.4. I get unable to connect. Please let me know how I can obtain information about the 9.4 release that's coming in August. Thanks!

...
1 Answer
Anh-Thien Nguyen Last activity on 6/8/2016 1:23:09 PM by Matt Sayers

Restricting who can add/update categories in the Questions and Knowledge Base areas

We have started using the Knowledge Base and Questions functionality and right now ANYONE can add a category or change an existing one. Where do you limit who can do that?
1 Answer
Barbara Wilson Last activity on 6/7/2016 3:56:34 PM by Mark Sayers

Pushing Files from Briefcase to File Cabinet

Hello,
At the end of the project we copy our briefcase files to the file cabinet so that team members may use these files in the future for research purposes after we close the project. Is there a way to publish files from the briefcase to th...
1 Answer
Ridawn Cummings Last activity on 6/7/2016 12:11:58 PM by Mark Sayers

Editing Project/Request Sections

The information on Editing Projects/Request Sections ( https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=4685 ) indicates a link to the KB article on a variety of topics. In particular:
Expenses-see the linked KB for more info. ...
1 Answer
Lisa Speigel Last activity on 6/7/2016 11:57:00 AM by Mark Sayers

Is there anyway for me to make a 'read only' information text attribute on a ticket?

I'd like to have a Text 'Read Only' attribute on a ticket. Is there anyway to create one at this time?
I see when I create Request Forms for Services I can set an Attribute so it can't be edited, so the information can be read, but not on T...
1 Answer
Kathy Holman Last activity on 6/7/2016 10:18:19 AM by Mark Sayers

Why doesn't the Default Value on a new attribute show on existing Tickets?

I added a new Ticket Attribute, I added a Default Value to the attribute, but when I update or edit existing tickets the Default Value is not displayed. Can you tell me why?
Example:
Text Box -> Text
Options: Required, Updatable...
1 Answer
Kathy Holman Last activity on 6/6/2016 4:19:23 PM by Mark Sayers

Using the Web API to Get or Create Roles

Is there currently a web API method to allow the creation, updating or returning of role objects (Not per user)? I have seen the requests that allow for returning of the functional/security roles of a particular user in the TeamDynamix Web API d...
3 Answers
John Sommerville Last activity on 6/8/2016 11:08:43 AM by Mark Sayers

Is there a way for me to add a custom attribute to a Ticket Task?

We are building a process where tickets will be submitted to a Tier2 group. The Tier2 group consist of technicians from 4 different areas on a rotational basis. I have a custom ticket attribute that defines the reviewing group, for the groups de...
1 Answer
Kathy Holman Last activity on 6/3/2016 2:34:37 PM by Mark Sayers

Automating ITSM Ticket Assignments

We are in the early stages of planning for implementing ITSM. One of the questions that has come up is about how tickets can be auto-assigned to Service Desk technicians. Our current software allows a round-robin distribution of tickets to member...
3 Answers
Lena McLain Last activity on 6/17/2016 1:08:52 PM by Jamey Stock

What is the purpose of "Processes" under Portfolio Planning?

Wondering how "Processes" are intended to be used as part of "Portfolio Planning"? The documentation on this topic in the KB is a little sparse :)
https://solutions.teamdynamix.com/TDClient/KB/?CategoryID=1168
1 Answer
Peter Baxter Last activity on 6/3/2016 4:28:35 PM by Gerard Hennelly

How do I transfer a ticket between platforms?

I would like to move a ticket from one platform to another. I know I can forward it to an email that will send to the other platform. Is there another way?
2 Answers
Richard Musal Last activity on 6/3/2016 9:39:48 AM by Richard Musal

How to convert a customer to a user

I cannot figure out how to convert a customer to a user. I have several to convert, so if there is a quick systematic way to do this, I would greatly appreciate the information.
4 Answers
Denise Perez Last activity on 8/24/2016 2:48:00 PM by Mark Sayers

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