Questions

Scrum best practices

Hi,
Does anyone have best practices for managing Scrum and Sprints across multiple projects and service requests? Like a master plan and master sprints.
We have capital projects, or major projects, which require TDX project management. Th...

2 Answers

Jerry Taylor Last activity on 10/27/2023 8:29:56 AM by Jerry Taylor

PATCH to calculate a date plus 30 days

I am trying to use a Web Service to update a ticket once it is approved at a point in a workflow. I am able to update the status and create an "Effective Date" utilizing the "Modified Date" using the following code in the body:
[
{"op": "...

1 Answer

Kevin Hull Last activity on 4/20/2023 4:11:46 PM by Mark Sayers

Custom Workflow Notifications for Non-Technicians

Hello, TDX Team:
I am working on a workflow that sends a notification to a hard-coded email address. The built-in notification step on workflows does not allow the addition of specific recipients if they do not have access to the ticketing ap...

1 Answer

Anderson Hanchett Last activity on 4/19/2023 1:18:34 PM by Mark Sayers

iFrame Exception for Yuja

We use Yuja as our video capture software at Chatham. We would like to use Yuja videos in our knowledge base Articles. Can we have an iFrame exception for Yuja so we can embed our videos?

1 Answer

Paula Love Last activity on 4/17/2023 10:52:32 AM by Brittany Renn

Description Character Limit - Assets/Contracts

We're running into character limit problems with Contract descriptions. What's the character limit? And can this be adjusted in TDAdmin?

1 Answer

John Anderson Last activity on 4/17/2023 9:24:46 AM by Mark Sayers

iPaaS Notification Providers and Metered Flows

Hi,
If we set up a notification provider in iPaaS that posts a Slack message for example, would that count towards our number of metered flows? If so, would it count as one, or would each flow that we use it in for notifications count against...

1 Answer

Isaac Ramirez Last activity on 4/17/2023 4:15:16 PM by Michael Ligouri

Convert Card Task to Ticket

Is there a way to convert a card task to a ticket?
I see where it can be moved to another project, and I know issues can be converted to tickets - but don't see anything on a way to do this...

1 Answer

Rebecca Murphy Last activity on 4/13/2023 4:10:40 PM by Mark Sayers

Any Way to Post a Workflow Notification Step's Info Into a Ticket Feed?

Good morning,
I've created various workflows with notification steps, and it seems as though that particular type of workflow step does not make any entry into a ticket's feed. Other workflow steps at least indicate something like, "Evaluated...

2 Answers

Nate Sakovitch Last activity on 4/13/2023 10:01:21 AM by Nick Christiansen

Report KPI Excluding Time Placed on Hold

I am attempting to create a report displaying the time from ticket creation to closure/resolution but excluding the time that tickets are placed on hold. Is this level of filtering feasible?

1 Answer

John da Costa Last activity on 4/11/2023 2:00:11 PM by Brittany Renn

User account security flag

Is there a way to flag a user's account to show that they have a security warning for their account? For instance, in the past they have been a victim of a phishing attempt or we know they have compromised credentials? We would want this to sho...

1 Answer

Susan Galvin Last activity on 4/11/2023 10:35:02 AM by Mark Sayers

Can "On Hold Until" be made a required field in projects when Status is "On Hold"?

When a project is updated to a status of On Hold we would like to make the On Hold Until a required field - Is this possible?

1 Answer

Annette Howard Last activity on 4/10/2023 3:13:00 PM by Brittany Renn

HTML styles on ticket forms

I have an HTML static content block on a form I'm trying to create. I have specified a style section in the source for this block that should make it a 4-column layout. However, it is not showing up this way on the form. Is this expected? Attache...

1 Answer

Mariah Rible Last activity on 4/10/2023 2:53:20 PM by Mark Sayers

Images on ticket forms

Is there a way for me to add images to a ticket form?

2 Answers

Mariah Rible Last activity on 12/4/2023 2:16:55 PM by Sarah Glatz

Putting Ticket attribute information into ticket tasks automatically.

Hello,
We have created a work flow that generates tasks if certain conditions are met. I am wondering if there is a way that we can automatically take form attributes that are pertinant to the tasks and have them automatically populate the ta...

1 Answer

Justin Gonzales Last activity on 4/10/2023 1:41:15 PM by Mark Sayers

Ticket Tasks Report

I am trying to build a report that will show (Current User) all tasks that are assigned to them, or are assigned to any group of which they are a member. It's that second part that is causing me issues so as to keep this report generic rather tha...

1 Answer

Patrick LaFollette Last activity on 4/7/2023 1:41:56 PM by Mark Sayers

Task Notifications in a Workflow

I recently created two workflows for a ticketing form. There is an automation rule for each workflow that applies one of the workflows depending on the nature of the ticket submitted.
In each workflow, there are many conditions. For each co...

1 Answer

Mathew Chandler Last activity on 4/6/2023 3:15:47 PM by Brittany Renn

revoke approval?

Is there a way to revoke approval of a ticket that's been through a workflow?

1 Answer

Becky Klein Last activity on 4/6/2023 10:54:43 AM by Mark Sayers

ACCT/DEPT name change and nightly import

I changed the name of an ACCT/DEPT because it was changed at the organizational level and was reflected in our nightly data feed for a couple of customers.
After the name change in TD, I'm still seeing an error on the import job that the <...

1 Answer

Pamela Jordan Last activity on 4/5/2023 10:56:35 AM by Mark Sayers

Batch Removal of Rooms on Locations

Is there a way to remove all rooms from locations while still keeping the locations intact?
Thank you

1 Answer

Anderson Hanchett Last activity on 4/4/2023 9:33:43 AM by Brittany Renn

App email replies and outbound email settings

Hello,

I need some clarification on email replies per app and outbound email settings.
Are these the same or how do they operate differently?
It seems email replies act as the reply monitor which is pretty straight forward. If I...

2 Answers

David Mitchell Last activity on 3/31/2023 4:14:15 PM by David Mitchell

Workflow Approval Step Notification

Whenever technicians approve an "approval step" in a workflow, are customers are not receiving notifications of the approval step.
The approval step does not complete the workflow, it is just an approval step.
This knowledge base article ...

1 Answer

Naseem Benjelloun Last activity on 3/31/2023 2:18:20 PM by Brittany Renn

When does TDX updates come out

I was just wondering when TDX rolls out the latest version updates?

1 Answer

Jason Heaton Last activity on 3/30/2023 4:12:18 PM by Mark Sayers

Viewing staff members online in TDNext

Hello, I was wondering if you can tell me if TDNext has the ability/feature to show what other staff members are logged into the system (live). Our previous ticketing system called, Kayako has this feature and it looks like this (see image below)...

1 Answer

Casey Spencer Last activity on 3/30/2023 9:14:38 AM by Brittany Renn

Can we adjust the visible columns of the Asset/CIs tab on Tickets?

Hi Folks,
Our org is just getting started with utilizing the Assets/CIs module within TDNEXT and we're wondering if it is possible to add columns to the Asset/CIs view on tickets. Currently the only ID that shows up is the TDX ID which has n...

1 Answer

Persephone McNair Last activity on 3/29/2023 4:48:32 PM by Mark Sayers

TD Report Workflow Approval

I'm sure the answer is no based on what I see for filters but I'm going to ask anyway.
Is there anyway to include in a ticket report when a workflow approval step is reject?

1 Answer

Kevin Beattie Last activity on 3/29/2023 3:40:53 PM by Brittany Renn

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