Questions

Unable to use the "Create ticket" option from Assets

Hello, I am unable to use the create ticket option from assets (red circle with a red line through it appears when I hover over the button). I tried to look at my security roles to turn on the option but I am unable to find it. Please advise. Tha...

1 Answer

Chrissie Kenny Last activity on 11/7/2024 9:40:42 AM by Mark Sayers

Knowledge - Review Notifications and Groups

Hello!
When using Groups as Knowledge article owners, what criteria must be met for a member to receive a notification for the Next Review Date? I had thought that someone would just need to be a member of the group, and have "Notify" set to ...

1 Answer

Dan Handyside Last activity on 11/6/2024 9:26:04 AM by Mark Sayers

Time Tracking Training

I've been looking through the KB quite a bit, and I see how to create time and expense types. But there are pieces of the puzzle that don't seem to fit.
1. When I assign a ticket a certain Hours budget, it wants to be in a dollar form. B...

1 Answer

Sheila McBride Last activity on 11/5/2024 3:24:29 PM by Mark Sayers

All tasks in My Assignments are shown even they project is OnHold, any way to filter it?

Seems like a good opportunity to add Project Status/Health as another dropdown filtering in My Work application.

1 Answer

Ronel Gallevo Last activity on 11/5/2024 11:39:49 AM by Mark Sayers

Asset Report Status Changed to Surplus

Hi there,
Our Service Desk manager would like a report of assets that change status to surplus within a given time frame. When the status changes, the feed reports the change date and time, but there doesn't seem to be a way to report on the...

1 Answer

Tristina Grywalski Last activity on 11/4/2024 12:44:15 PM by Mark Sayers

Referencing FormDynamicElements

Hello,
I'm using FormDynamicElements to add fields to a form, but I'm unable to find how to reference those fields for the form's submission flow. Surely, if there's a way to add fields to a form there's a way to collect the data back from th...

1 Answer

Amanda X Last activity on 11/4/2024 10:14:15 AM by Mark Sayers

Viewing Reports from the Client Portal

Is there a way to restrict which reports can be viewed from the Client Portal? Is there a selection in the "Owner and Visibility" report settings that needs to be selected/de-selected?
Thank you,
Kristi
Missouri State University

1 Answer

Kristi Oetting Last activity on 11/4/2024 9:26:39 AM by Mark Sayers

Sort/Order Issues Report by Task ID

I have found the Issues Report template to be very useful, including its lookups to Task, Plan, and Project. But there is one key field missing - the Task ID. I do appreciate having the Task (name) hyperlink, but also need the Task ID for logical...

1 Answer

Jodie Alexander Last activity on 11/4/2024 9:15:28 AM by Mark Sayers

SLA's

I am trying to understand how the SLA should work. We are trying to figure out if there is a way for a ticket with an SLA can take into account if the responsible party is -- in a meeting, out to lunch, out of office --- etc -- basically any ti...

1 Answer

Darla Bury Last activity on 11/1/2024 11:50:41 AM by Mark Sayers

FormDynamicElements otherProperties

Hello,
I'm working with FormDynamicElements to populate a form, but I have struggled to figure out how to apply properties to the elements. Is there a reference for acceptable parameters to pass into the otherProperties? I'd like to start wit...

1 Answer

Amanda X Last activity on 11/1/2024 11:15:48 AM by Amanda X

Configuring 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...

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

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...

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

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 ...

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...

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

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 ...

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

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