Assigning SLA depending on time ticket created. Business hours vs. off hours

We'd like to be able to have a different SLA response time if the ticket is created during business hours vs. being created during off hours.
Automation rules don't seem to have Created date/time as a condition. Is there a way to do th...
2 Answers
Chuck Renninger Last activity on 12/6/2022 5:01:16 PM by Chuck Renninger

Require portfolio

The PMO team is asking if we can make the Portfolio attribute required. They are asking to have this done in either the General section or during the Staff phase of the project. I can't find this attribute anywhere to physically change it. Is ...
1 Answer
Danee Gunka Schwartz Last activity on 12/6/2022 9:34:30 AM by Mark Sayers

Delta Changes for Asset Import

We just started using the asset import utility and wondering if anyone has figured out a way to do just delta changes? Right now when we run the import utility it updates every objects every time. So just trying to limit the touches ...
1 Answer
Joe Lehman Last activity on 12/5/2022 5:10:40 PM by Joe Lehman

iPaaS List question

When filling a list in iPaaS using "Split from" option, do you know a way to do "this or that"? For example, I have an iPaaS form which allows using comma or semicolon per each item, I want to be able to account for the users choice so...
1 Answer
David Mitchell Last activity on 12/5/2022 2:12:36 PM by Mark Medaugh

Is anyone experiencing login issues to Safari 16 for Monterey after the TDX upgrade to 11.6?

Is anyone experiencing login issues to Safari 16 for Monterey after the TDX upgrade to 11.6?
1 Answer
Sharon Jarmoc Last activity on 12/5/2022 10:19:33 AM by Brittany Renn

Bomgar Integration errors

Hi all,
Is anyone else having issues with viewing the chat history from Bomgar on TDX chat tickets after the Upgrade? We didn't have issues with Bomgar chat viewing yesterday, but are seeing issues today. We receive an 'Unhandled Error' messa...
1 Answer
Katelin Anderson Last activity on 12/5/2022 9:24:34 AM by Brittany Renn

Reporting Data Dictionary

I'm trying to find the definition of some of fields available for reporting, is there a data dictionary anywhere?
In particular I'm looking at a Project report and comparing End with Initial End and Base End. I want to make sure I u...
2 Answers
Chris Wammes Last activity on 12/2/2022 4:32:11 PM by Chris Wammes

Has the iPaaS Advisory Group | Fall 2022 recording been released?

I attended this webinar on 11/30 and would like to listen/see the demo again ... thanks
1 Answer
Darla Bury Last activity on 12/5/2022 2:08:34 PM by Mark Medaugh

How do users set their default Desktop when they have Linked Desktops?

Hi ,
Are users able to set a Linked Desktop as their Default Desktop? Since they no longer have the Edit button in a linked desktop I'm not sure where they'd do this.
1 Answer
Erin Tramble Last activity on 12/2/2022 9:51:01 AM by Mark Sayers

Field has stopped populating

I've checked my users to ensure that they are in the appropriate groups to populate the required field but I can neither populate it from the drop down nor type the names into the field. Can you think of a fix for this?
1 Answer
Joy Little Last activity on 12/1/2022 4:54:06 PM by Brittany Renn

Will the update this weekend to 11.6 overwrite any of our current development in the Sandbox environment?

I assume the version will update. I just want to make sure we won't lose the changes we've made within the environment.
1 Answer
Tim Daugherty Last activity on 12/1/2022 11:49:14 AM by Brittany Renn

raw HTML copied in workflow operations?

Since version 11.5, we have had a workflow that now copies the HTML-ified description of tickets and returns it as raw HTML. I'm not sure how to make it stop doing this, any help would be appreciated.
Example output:
Hello, <br>...
1 Answer
Carly Born Last activity on 12/1/2022 8:19:39 AM by Chuck Renninger

Automatically adding users to assets

We are creating a new user onboarding workflow. As part of the onboarding, we'd like to assign all users several software assets (like MS Licensing, for example).
We'd like to automate adding the new user to the assets by making...
1 Answer
James Moyle Last activity on 11/30/2022 3:33:15 PM by Mark Sayers

Is there a way to "reset" a ComboBox in iPaaS forms that is initially populated from a Flow?

This might be getting too far into the weeds, but I'll try to be clear just in case:
We have an iPaaS form that, upon initialization, a comboBox's choices are populated from a flow. Later on in the form, we have a button that acts as a page r...
1 Answer
Jason Pelletier Last activity on 11/30/2022 8:22:46 AM by Carrie Willis

Solution Guides - no content?


Is there supposed to be content within this link:
1 Answer
Eugene McGeehan Last activity on 12/2/2022 4:27:06 PM by Mark Sayers

Profile Pictures

Is there a way for a TDX Admin to change the profile picture of a user?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 11/22/2022 3:03:23 PM by Mark Sayers

Multiselect Attribute + Default Values + Attribute Dependency

Hello! I've created a form that includes a dependency between a dropdown custom attribute (parent) and a multiselect custom attribute (child). When the multiselect become visible (per the parent), I would like all of its options to be selected by...
1 Answer
chelsea doyle Last activity on 11/22/2022 10:01:03 AM by Mark Sayers

Ticket Expenses

Can you point me to a KB article that describes how to create Expense Types for Tickets and how to apply an expense to a ticket?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 11/21/2022 1:59:48 PM by Mark Sayers

Project Portfolio update

There are a number of projects under the Customer Service Portfolio. But the person attached to that portfolio currently is no longer in that position. So the new person in that portfolio is not getting updates on any projects in this portfolio...
2 Answers
Mathew Chandler Last activity on 11/21/2022 10:43:09 AM by Brittany Renn

Can Protected Fields be updated via the API?

After a password is set and sent to the client we would like to clear after so many days, however it does not appear that protected fields can be updated using the API. I was attempting via ticket PATCH which says Custom Attributes are supported ...
1 Answer
Ryan Ranly Last activity on 11/18/2022 3:14:02 PM by Mark Sayers

Can Scheduled Tickets include Ticket Tasks

When creating a Scheduled Ticket in TDX, is it possible to have the scheduled ticket create one with Ticket Tasks?
Use case is a recurring reminder ticket where our team will need to perform some task(s), then another team will need to perf...
1 Answer
Sharon Jarmoc Last activity on 11/18/2022 2:53:34 PM by Mark Sayers

Update Notifications Being Sent by default

Hello. Please see the screen capture below. We have an application where the "Notify Requestor by default on Ticket Updates" setting has both Notify Responsible or Reviewer and Requester unchecked. However, when the ticket is updated by the co...
1 Answer
Tevis Boulware Last activity on 11/18/2022 1:19:29 PM by Mark Sayers

Invoices TO us

Is there a way to keep track of, and approve, invoices coming TO us? rather than invoices we're sending out?
1 Answer
Tanya Anderson Last activity on 11/18/2022 12:22:45 PM by Mark Sayers

iPaaS SSO: Attribute and Claim Name

I am with pulling the Required Claim Name and attribute values. For the Required Claim, I have tried using affiliation and eduPersonAffiltion and nothing is returned. When I tried using pulling attribute values such as givenName, displayName, e...
1 Answer
Tyler Duncan Last activity on 11/18/2022 10:36:25 AM by Mark Sayers

Survey report that shows how many surveys were sent regardless of whether they were completed

Hi Mark,
Is there a way to set up a survey report that will give me all surveys that were sent in a month, regardless of whether the survey was completed by anyone?
In the Survey section in our Ticketing app, I can bring back every survey...
2 Answers
Erin Tramble Last activity on 11/17/2022 9:10:29 AM by Erin Tramble

Additional Resources

Popular Tags