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General QuestionsConfiguring Group Utility for User Group Management
We're aiming to establish visibility on services and knowledge articles using User Group Management through Group Utility. How do organizations typically determine which groups to use for service or knowledge base visibility? We currently manage ...
2 Answers
John Anderson
Last activity on 11/1/2024 10:59:50 AM by Brian Miller
Tickets assigned to a portfolio
Hi,
We're testing out the functionality of Portfolios, and have a couple of questions about tickets.
1. Once a ticket is assigned to a portfolio, is there any way in the ticket itself to see the portfolio it's assigned to/any type of fla...
We're testing out the functionality of Portfolios, and have a couple of questions about tickets.
1. Once a ticket is assigned to a portfolio, is there any way in the ticket itself to see the portfolio it's assigned to/any type of fla...
1 Answer
Kim Rathbone
Last activity on 10/31/2024 3:18:33 PM by Mark Sayers
Serial numbers of assets in a ticket
Is there a way to run a report and get serial numbers of assets within a ticket? we use a technology disposal form that creates a ticket that attaches sometimes up to 50 assets to a ticket. but it doesn't show the serial number of those assets
1 Answer
James Richard
Last activity on 10/31/2024 9:30:09 AM by Mark Sayers
IPaaS MS Calendar Event Endpoint
Hello, please see below. The MS API documentation for the Outlook Calendar, v1.0 (now deprecated) specifies that a Calendar ID can be provided as an argument to target a specific calendar in an account. However, the IPaaS MS Calendar connector ...
1 Answer
Tevis Boulware
Last activity on 11/8/2024 9:29:07 AM by Michael Ligouri
How do you copy a TDX workflow from one ticketing application to another different ticketing application?
How do you copy a TDX workflow from one ticketing application to another different ticketing application?
Thanks.
Sharon
Thanks.
Sharon
1 Answer
Sharon Jarmoc
Last activity on 10/30/2024 4:44:13 PM by Mark Sayers
WorkFlow Help
Trying to create a workflow with onboarding, I am starting off simple and I am trying to generate a notification email based off of a selection of the service/form. Essentially it looks like this:
Start(Condition: custom attribute/is one of/tri...
Start(Condition: custom attribute/is one of/tri...
2 Answers
Justin Goode
Last activity on 10/30/2024 4:23:56 PM by Justin Goode
What prevents reclassification of a form?
Hello, I have a service and form that is classified as a service, but I cannot reclassify the tickets.
I'm not sure I have seen this before, but what could prevent the reclassification?
Thanks, Tevis
I'm not sure I have seen this before, but what could prevent the reclassification?
Thanks, Tevis
1 Answer
Tevis Boulware
Last activity on 10/30/2024 2:05:14 PM by Mark Sayers
Portfolio field not populating in report
Hi,
We've created an actual hours report in our Sandbox under Analysis and have added the field "Portfolio". However, the Portfolio field remains blank for all entries, even if a project or request is assigned to a portfolio. I've attached a ...
We've created an actual hours report in our Sandbox under Analysis and have added the field "Portfolio". However, the Portfolio field remains blank for all entries, even if a project or request is assigned to a portfolio. I've attached a ...
1 Answer
Kim Rathbone
Last activity on 10/30/2024 1:18:14 PM by Brittany Renn
iPaaS TDX Report Connector - Use returned JSON data into a table in an email notification
We are trying to automate sending of reports in real time under specific conditions. I found the iPaaS TDX Reports connector, and have gotten it to return the optional data, but the response is in JSON and I need the report that is emailed to dis...
1 Answer
Michael Belsky
Last activity on 11/5/2024 8:49:30 AM by Michael Ligouri
TDX-Intune Integration
What happens with a corresponding CMDB asset record when an endpoint is de-registered from Intune and its record is deleted from Intune Admin portal? Will the corresponding asset record for it be deleted from CMDB on the next sync?
1 Answer
Bodek Frak
Last activity on 10/30/2024 10:58:57 AM by Mark Sayers
Why can't I get "Workflow Step Responsible" to populate on a report?
Hello,
I recently created reports for our change advisory board. I created one report for all open requests pending approval and was able to provide the name of the person for the "Workflow Step Responsible" for open requests. I then created...
I recently created reports for our change advisory board. I created one report for all open requests pending approval and was able to provide the name of the person for the "Workflow Step Responsible" for open requests. I then created...
1 Answer
Chrissie Kenny
Last activity on 10/30/2024 10:10:33 AM by Mark Sayers
Ending Workflow on a Cancelled ticket?
Hello,
I have a report that tells me when workflow has not been completed. I am wondering how I can automatically end/stop/remove workflow if a ticket has been cancelled.
Thanks
Chrissie Kenny
I have a report that tells me when workflow has not been completed. I am wondering how I can automatically end/stop/remove workflow if a ticket has been cancelled.
Thanks
Chrissie Kenny
1 Answer
Chrissie Kenny
Last activity on 10/30/2024 9:45:37 AM by Mark Sayers
Read a csv file into a table in iPaaS
Has anyone successfully read the data from csv file and load the data into a table to loop through and process the data? I have a need to open a csv file, and updated a SQL field based on the csv file data. I believe I would need to first read ...
1 Answer
Chuck Ray
Last activity on 10/30/2024 9:48:37 AM by Michael Ligouri
Report on Tickets with no Time Associated
Hello!
I'm looking to create a report of all the tickets for a particular acct/dept that have no time associated to them (in the T&E tab) so that our managers can follow up with folks and have them add time to tickets where it might have ...
I'm looking to create a report of all the tickets for a particular acct/dept that have no time associated to them (in the T&E tab) so that our managers can follow up with folks and have them add time to tickets where it might have ...
1 Answer
Steve Aker
Last activity on 10/29/2024 1:28:25 PM by Mark Sayers
Can hyperlinks be include in notifications triggered from a workflow step?
Hello, I've been working with a team to update notifications we are sending out via a workflow, and we tried to use html to write the link, but upon testing the workflow, they did not come through as a link. But things like including TDX urls are...
1 Answer
Annie Adkins
Last activity on 10/29/2024 11:57:12 AM by Mark Sayers
Assign Value to Time Types
How does one assign a dollar value to time types? There is time budget, then expense budget. If I add hours to a ticket, it records that. But how can I make it assign a value? Like $50 an hour or something?
1 Answer
Sheila McBride
Last activity on 10/29/2024 11:45:52 AM by Mark Sayers
Identifying SLA Tickets hitting the 75% Warning
Good afternoon. Looking to see if there is a way to identify tickets with an active SLA assigned that have met or exceeded the 75% SLA trigger warning.
1 Answer
Ericka Westphal
Last activity on 10/29/2024 10:08:31 AM by Mark Sayers
Web Service to change responsibility
I am trying to automatically change the technician that responsible for a quick ticket based on who created the ticket after reviewing the Quick Ticket video from a previous Converge session and also this article: https://solutions.teamdynamix.c...
1 Answer
Nick Christiansen
Last activity on 10/29/2024 10:05:09 AM by Mark Sayers
Report showing Primary Responsible Group as Unassigned
Hello,
I was asked by one of our teams why do their open tickets report continues to show the primary responsible group column as "unassigned" when there is either a technician or a group assigned to them. Please let me know if there is anyth...
I was asked by one of our teams why do their open tickets report continues to show the primary responsible group column as "unassigned" when there is either a technician or a group assigned to them. Please let me know if there is anyth...
1 Answer
Josy Hess
Last activity on 10/28/2024 12:53:45 PM by Mark Sayers
Is "Client Search" reportable?
I see where client searches are viewable per person in the People app and the total count for a word or phrase is stored somewhere. I'm trying to find where that data is so we can report on it. I've looked in the various reports in Analysis but I...
1 Answer
Bret Swart
Last activity on 10/25/2024 2:51:20 PM by Mark Sayers
Request to add titles to Group Forum posts
Good Day,
I kindly request, if possible, to add the ability to put in titles in the group forums. It is very difficult to track or look for specific questions or topics when every topic looks the same in email. The same goes for when I go di...
I kindly request, if possible, to add the ability to put in titles in the group forums. It is very difficult to track or look for specific questions or topics when every topic looks the same in email. The same goes for when I go di...
1 Answer
Gary Sullivan
Last activity on 10/25/2024 2:18:22 PM by Mark Sayers
Reminder Option For Critical Updates
Is there a way in TDX to set reminders to specific technicians or as a group for critical updates?
Such as for certificate expirations, secret keys and so forth. We would like to set up a way in TDX that we can set these reminders and t...
Such as for certificate expirations, secret keys and so forth. We would like to set up a way in TDX that we can set these reminders and t...
1 Answer
Martin Cusack III
Last activity on 10/25/2024 10:55:20 AM by Mark Sayers
Alerts for submitted time reports?
Hi there, I have a manager who has other managers underneath him. He would like a notification when the staff who are under this other manager submit their time reports for the week. He needs this info to assemble a weekly report so needs to know...
1 Answer
Kay Brewer
Last activity on 10/24/2024 4:48:06 PM by Mark Sayers
Are report prompts available in TDClient?
We currently display reports on the TDx client portal.
If we develop a report that has a FILTER value where PROMPT is checked, will TDclient users be able to see those prompts, enter in values and run the report to get those limited results? ...
If we develop a report that has a FILTER value where PROMPT is checked, will TDclient users be able to see those prompts, enter in values and run the report to get those limited results? ...
1 Answer
Rebecca Murphy
Last activity on 10/24/2024 2:30:33 PM by Mark Sayers
FormDynamicElements Choices
Hello,
I'm trying to pull Custom Attributes from a ticketing app in order to pass them into a Dynamic Form using the FormDynamicElements data component; I've got the fields mapped properly and the ones that are supposed to be dropdowns are, b...
I'm trying to pull Custom Attributes from a ticketing app in order to pass them into a Dynamic Form using the FormDynamicElements data component; I've got the fields mapped properly and the ones that are supposed to be dropdowns are, b...
2 Answers