Questions

No Vacation Respose

I don't understand why there's still no vacation response capability in TDX.
We have a team of 4 and when one of us leaves on vacation it would be nice if any user follow-ups to our assigned tickets receive a vacation response. We don't want...

1 Answer

Blair Friesen Last activity on 10/30/2023 12:31:58 PM by Mark Sayers

Adding an Attachment to a Project Request via Form or API

I'm looking for a method to add an attachment to a project request either from the project request form when it's created or via the API, and ideally, I would like a method to do both.
When I'm in the Form Builder for the project request form...

1 Answer

Corrine Knox Last activity on 10/27/2023 9:29:12 AM by Mark Sayers

Requester Record not populating in Ticket

Please see below (I know it is rough). I have a Client user with a valid TDX people record when they create a ticket the link to the requester record will not work. A symptom of this is that the Template Field in the response template does not ...

1 Answer

Tevis Boulware Last activity on 10/26/2023 4:57:17 PM by Brittany Renn

iPaaS: Searching for technicians and updating an attribute

I want to search for people who are responsible for tickets and update a custom attribute for them.
There does not appear to be a way to find people with a technician's license. Right now, I'm using a search users by group, but it's imperfect...

2 Answers

David Tod Last activity on 10/26/2023 4:31:18 PM by David Tod

Import new locations list

I was not part of setting up our TDX instance but we need to redo our complete list of locations, What would be the easiest way to delete and then if so can i import a new list in bulk?

1 Answer

James Richard Last activity on 10/26/2023 9:16:52 AM by Brittany Renn

Assets and custom fields

I have an asset status called disposed/recycled which is an out-of-service status, I also have a custom asset attribute called out of service date, is there a way that if an asset status changes to disposed/recycled, it will auto fill in the date...

1 Answer

James Richard Last activity on 10/26/2023 9:24:06 AM by Mark Sayers

Notifications Changed

Our notifications were set up so that the person notified got a generic email from our domain. i.e., 'Tech Support notify@mydomain.com', today it is different and looks like this: 'John Doe notify@teamdynamixapp.com'

What changed and how do...

1 Answer

Justin Goode Last activity on 10/25/2023 10:26:53 AM by Mark Sayers

Tickets Needing Resolution - criteria?

We have what looks like a canned/common report called "Tickets Needing Resolution" that has stopped working. It was giving one of my users an error, and it comes up blank for me. Has this report recently been changed or removed? What is the cr...

1 Answer

Pamela Jordan Last activity on 10/24/2023 4:12:08 PM by Mark Sayers

Getting Email from Person Attribute

Good afternoon,
I know at least one other person has asked about this ( Question link here ), and similar to that person, I believe I've gotten fairly close to retrieving an email address from a custom attribute, but I'm a bit stuck at this ...

1 Answer

Nate Sakovitch Last activity on 10/24/2023 2:07:35 PM by Mark Sayers

Time Types When Updating Tickets/Projects

Hello, I searched for this but couldn't find the answer. What determines the time types that will be available for a ticket/project? We have a time type that is only assigned to one ticket type and one project type. It seems that if a ticket come...

1 Answer

Rachel Renckly Last activity on 10/24/2023 11:30:30 AM by Mark Sayers

Integrating TD and Jira

Good Morning,
Is there any documentation or recommendations that you may have when working with Jira and integrating that with TD?
Thank you,
Randi~

1 Answer

Randi Buckley Last activity on 10/24/2023 10:38:23 AM by Mark Sayers

Ticket types: Confidential

Good Morning,
Is there a ticket type or a way to set tickets up for confidential items? We'd like to consider using TD if possible for items that might be high confidentiality items (offboarding for some cases, email access in some cases etc...

1 Answer

Randi Buckley Last activity on 10/24/2023 9:54:31 AM by Brittany Renn

Getting an Email from a Person attribute

I have a form where the user selects an "affected account" which is a person attribute. Then, I have a workflow that needs to send a notification, and the notification body must include the email of the "affected account". However, the person fie...

2 Answers

Tamara Buch Last activity on 10/25/2023 12:28:39 PM by Tamara Buch

People Application Access

When we first implemented TDX ticketing, we left the People application off for most of our technician roles. Basically, only admins and our Service Desk techs have the People app as well as a permission to create a new user.
My question is, c...

1 Answer

Bret Swart Last activity on 10/23/2023 4:24:30 PM by Mark Sayers

Auto-Refresh does not seem to be working

Hello,

The auto refresh checkbox does not do ANYTHING. We have done several tests and still, it does not automatically refresh the tickets.
Hope you can fix this issue or let us know what might be the problem.

Thanks!

1 Answer

Kenneth Reiersen Last activity on 10/23/2023 2:26:29 PM by Brittany Renn

Assign tasks automatically when ticket is assigned?

Hi there,
Hopipng someone has a better suggestion than what I was able to come up with on my own (aka nothing): is there a way to set up TD so that, when a ticket with an associated task template is assigned to one of my techs, the first task...

1 Answer

Stuart Carapola Last activity on 10/23/2023 10:18:47 AM by Mark Sayers

Automatically Update Ticket Status Question

Hello,
We are looking for a way to have a ticket's status be automatically updated from "Pending User" to "Open" once a user replies to us. For example, we need more information on a ticket so we update the ticket to Pending User and ask the ...

1 Answer

Riley Fay Last activity on 10/20/2023 4:25:54 PM by Mark Sayers

Set Alert on User/Person

Hello is it possible to set any sort of alert on a user for when they submit a ticket. Mainly for when certain people are asking for requests to be tracked for certain users.
Thanks

2 Answers

Nicholas Tumbleson Last activity on 10/19/2023 4:12:37 PM by Mark Sayers

Add event tickets to an event calendar

Hi,
We set up a ticket type for Event setup requests. Will usually have an event date, event start time, event end time, and what resources they would need from us (data projector, wireless mics, speakers, etc)
Could I get your suggestion...

1 Answer

Jimmy Luong Last activity on 10/19/2023 9:22:42 AM by Mark Sayers

Report on Ticket Contacts

I submitted Service Request #24033118 for a product enhancement. In the meantime, is there a report that will show all contacts on a ticket?

1 Answer

Scott Cory Last activity on 10/18/2023 5:00:33 PM by Mark Sayers

Workflow Tasks showing under "Awaiting Approval"

I have a form that is used for laptop repairs and technicians go through a list of inspections and mark if components work. When the ticket is submitted the workflow checks if any of the fields were marked as "repair needed" and then creates a ta...

1 Answer

Tyler Steele Last activity on 10/18/2023 11:00:08 AM by Mark Sayers

Flow logs not showing

Please see below. I have a sub flow in an application that logs errors and the success of the subflow execution. However, when the primary main control flow, all the sub-flow logs show in the Application Log section, where I would expect them t...

1 Answer

Tevis Boulware Last activity on 10/19/2023 10:55:32 AM by Mark Medaugh

Reporting on Project Task Updates/Comments

Is there really no ability to report on task level updates OR comments in the current Task dataset?
I'm referring to the Action->Update step at the TASK level.

1 Answer

Rebecca Murphy Last activity on 10/17/2023 9:55:38 AM by Mark Sayers

Changing format of emailed ticket report

Hello, we've started sending automated ticket reports to our departments. We attach and HTML formatted list of the open and in process tickets.
The report works fine, but the recipients receive the email message below.
They are getting ...

1 Answer

James Moyle Last activity on 10/16/2023 3:05:57 PM by Brittany Renn

Ticket Feed Filtering

We are using iPaaS steps in many of our ticketing workflows now. These steps generate Feed data in the tickets. Is ther ea way to filter out such System generated feed messages when viewing a ticket? Also, can the (private) feed content be fil...

1 Answer

Jon Ricketson Last activity on 10/16/2023 4:03:58 PM by Mark Sayers

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