Questions

Auto Reply to Requester of Unsuccessful Email Replies

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...

1 Answer

Damon Stennett Last activity on 2/13/2023 4:53:02 PM by Mark Sayers

changing ticket survey title

I need to make a change to the title of the ticket survey we're using in our main ticketing application. I see that the survey has an ID number, but we can't find anywhere to use that ID instead of the title of the survey. by editing the title of...

1 Answer

Becky Klein Last activity on 2/13/2023 1:39:18 PM by Mark Sayers

Checking if a Requestor is an Employee in a Condition Workflow Step

Good morning,
I'm working on various TDX workflows where, early on, we'd like to use a Condition step to check if an employee is making the request.
On TDX's User records, there is a checkbox for, "This user is an employee" (within the u...

1 Answer

Nate Sakovitch Last activity on 2/10/2023 9:56:33 AM by Brittany Renn

Asset import utility to add additional users to an asset

Is there a way to use the native import utility, in the Asset/CI app, to add additional users to an asset record? We already have an owner assigned but need a way to easily add additional users to the asset. Any help is appreciated!

1 Answer

Rob Rutherford Last activity on 2/9/2023 2:51:46 PM by Mark Sayers

Reporting on "Current Start Date"

Hi Mark - I am looking to create a Report that shows "New" projects with a Start Date in the past (ie: an audit report where projects should be "In Progress").
I am finding that my report filter is using the "Initial Start Date" in the logic,...

1 Answer

Taren Conley Last activity on 2/9/2023 2:43:27 PM by Mark Sayers

Simple things that just seem broken

Email notifications don't work:
- You update a ticket and you would think that there would be an email records send to the person who updated the record. Nope.
- Someone replies to a ticket that you are assigned to and there is no email n...

1 Answer

Tim Greenwald Last activity on 2/9/2023 10:03:01 AM by Mark Sayers

Change Management Workflow Switches Ticket to Service Request

Hello,
We are implementing change management in our environment and are running into an issue with an approval workflow. The Change form we use creates a Change ticket if the data entered does not trigger the workflow. If the criteria matches...

1 Answer

Jesse Gobeli Last activity on 2/8/2023 4:33:41 PM by Mark Sayers

Need to remove file robots.txt from our hosted system.

We are attempting to add our KB pages to our Google search, but we need to remove a file https://services.gvsu.edu/robots.txt . Do we have access to this directory on our hosted system? Would it be best to submit a ticket to TDX?
Relevant qu...

1 Answer

Jayne Dissette Last activity on 2/8/2023 2:57:00 PM by Mark Sayers

Projects vs. Workspaces

Now that they are completely separate, what are some guidelines as to which should be used when? or the differences between them.

1 Answer

Tanya Anderson Last activity on 2/7/2023 12:31:32 PM by Mark Sayers

Asset Intergration

Hello,

We will be using Allsight (sassafras) for importing our inventory assets. We already know that we can't automate our Asset Tag info such as ITS014516, but can TDX after it creates record ITS014516, but after a new record goes in ...

1 Answer

James Richard Last activity on 2/7/2023 11:39:40 AM by Mark Sayers

Template Tags in Response Templates

Hello,
When editing Response Templates in our ticketing apps, I'm only able to select TicketID, LastModifiedDate, and variations of the Requestor Name and Technician Name to insert into the template. There are significantly more options for ...

1 Answer

Pamela Jordan Last activity on 2/7/2023 10:31:42 AM by Mark Sayers

TDX Webhooks to iPaaS design

This is a design question about using webhooks with iPaaS. Given that TDX ticket webhooks trigger on common events (ticket creation, change, and deletion), it seems to me that there are two basic possible designs:
One webhook for each iPaa...

1 Answer

David Tod Last activity on 2/3/2023 10:00:20 AM by Mark Sayers

Groups

Is there a way to make a group that owns reports but cannot be assigned tickets?

1 Answer

JAMES HOUSEHOLDER Last activity on 2/2/2023 3:24:23 PM by Mark Sayers

Updating the Status of multiple tickets at once

Hi folks,
We're doing a clean up activity to move a large number of tickets from Resolved to Closed status.
Is there a way to change the status of a large number of tickets at once? Best way I can figure is to use TDNext > Ticketing Ap...

1 Answer

Erin Tramble Last activity on 2/2/2023 3:15:27 PM by Mark Sayers

Is there a setting to Notify Requester on Technician reassignment?

Could you please tell me if there is a current setting to Notify Requester on Technician Reassignment?

1 Answer

Will Tonkin Last activity on 2/2/2023 1:01:55 PM by Brittany Renn

Associating Task Templates to Ticket Templates

Hi team,
I'm looking to assign a task template to a ticket template indefinitely, but I cannot find a way to do this currently. Is this possible and if so, what is the solution to this?
Thanks
Charles

1 Answer

Charlie Joslin-Allen Last activity on 2/2/2023 11:08:09 AM by Mark Sayers

Asset/CI on Ticket Template

Is there a way to to define assets/cis for a ticket template. I know it can be added at the schedule settings, but our users would like to have it applied to a template they will manually apply. I've tried adjusting the form that is used and th...

1 Answer

Bill Harlan Last activity on 2/2/2023 9:28:32 AM by Mark Sayers

What's the best way to move a ticket in workflow AFTER a specific status change occurs.

I can't be the only one who wants to drop a ticket into the workflow and wait for a specific status to make it move to the next step in the workflow.
Do I have to create a loop with a timer and a condition?
This should be simple.
TjD

1 Answer

Tim Daugherty Last activity on 2/1/2023 3:14:46 PM by Mark Sayers

Group Task Notifications

I have read a lot of questions in regards to groups not receiving email notifications when tasks are assigned. Most of these are older and I would like an updated answer. Can groups get notifications of task assignments (not using task templates)...

1 Answer

Lori Brinkhus Last activity on 2/1/2023 1:08:30 PM by Brittany Renn

Ticket Workflows vs Full Admin Access

Do people tasked with building ticketing app workflows require full admin access in TeamDynamix and admin client?

2 Answers

Bodek Frak Last activity on 2/1/2023 10:12:10 AM by Bodek Frak

Services and Status Link

Is there a way to make it so that a ticket in TDNext can't be closed unless a Service Catagory has been chosen?

1 Answer

Teresa Amos Last activity on 2/1/2023 8:50:29 AM by Brittany Renn

Difference between ModifiedDate and UpdateCreatedDate?

Some default notification templates include both the UpdateCreatedDate and ModifiedDate variables, while others only include one. What is the difference between the two?

1 Answer

Theo Kell Last activity on 2/1/2023 8:56:06 AM by Brittany Renn

Webservice Method to Merge Ticket for Workflow.

Is it possible to create a web service method to merge the Ticket into another Ticket. We are wanting to know if we can add this into a Workflow so we can trigger to have the Ticket the Workflow is on merged into another Ticket under certain circ...

1 Answer

Pamela Mason Last activity on 1/31/2023 3:09:33 PM by Mark Sayers

Changing what is appended to Google search results

When I do an internet search on "uwrf jabber" (without quotes), I get a list of knowledge articles where almost all have " - contact DoTS" appended. That is exactly what I DON'T want to happen; we wrote the articles so people would not have to co...

1 Answer

Greg Van De Mark Last activity on 1/30/2023 3:08:31 PM by Mark Sayers

Update Completed Ticket options - Do comments impact the clock?

Hi folks,
I'm testing this in Sandbox but would like to confirm from the horse's mouth.
I understand that when we turn on the "update Completed Ticket options > After [x] day(s), update completed tickets to [CLOSED] status" option, t...

1 Answer

Erin Tramble Last activity on 1/30/2023 10:49:53 AM by Mark Sayers

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