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General QuestionsGetting 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 ...
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~
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...
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...
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!
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...
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 ...
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
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...
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
Issues with Email Monitor
I have configured a separate email reply monitor for one of my ticketing applications. But whenever it tries to process an email, it returns an error of this sort:
Unable to complete drain operation for email [__________________@mail.gmail....
Unable to complete drain operation for email [__________________@mail.gmail....
1 Answer
Naseem Benjelloun
Last activity on 10/18/2023 5:05:09 PM 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.
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 ...
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
API/Web Method to Notify Non TDX User
Hello, I haven't been able to find an API call, IPaaS connector method, automation rule, or workflow notification that allows the notification of a non-TDX user. Am I missing something or do you have any recommendations?
Thanks, Tevis
Thanks, Tevis
1 Answer
Tevis Boulware
Last activity on 10/16/2023 3:31:08 PM by Mark Sayers
Response template custom text fields to be used as template tags
Are there any plans for allowing custom text fields to be used as template tags inside response templates?
1 Answer
Sharon Jarmoc
Last activity on 10/16/2023 12:56:09 PM by Brittany Renn
Ticket workflow approvers
I am trying to assign the "approver" role to specific users. These users do not need to do anything other than reviewing a change request and signing off on it.
How do I define the user and were is the Approver roles designated? What leve...
How do I define the user and were is the Approver roles designated? What leve...
1 Answer
Andrew Krapf
Last activity on 10/13/2023 5:01:20 PM by Brittany Renn
Asset export to Excel
We have used a number of custom attributes in our Asset imports.
We would like to be able to do an export of ALL the Asset records with ALL the fields, including the custom attributes.
The Export to Excel function does not do this -- only...
We would like to be able to do an export of ALL the Asset records with ALL the fields, including the custom attributes.
The Export to Excel function does not do this -- only...
1 Answer
Mark Jensen
Last activity on 10/13/2023 1:32:25 PM by Brittany Renn
Access Denied to the Preview Version 11.8
I attempted to log in to TDX Preview version 11.8, but I encountered an access denial issue.
Please see the attached screenshot message.
This has been a recurring problem with TDX as new versions are released. We kindly request cont...
Please see the attached screenshot message.
This has been a recurring problem with TDX as new versions are released. We kindly request cont...
1 Answer
Ida Jones
Last activity on 10/13/2023 1:25:04 PM by Brittany Renn
Email Monitor no connecting
Hello!
We have inherited a TDX environment where an Email Auth Account was already configured in the Ticketing app. I setup a monitor, but I keeps getting the error below. My email folders are in the root as shown in the second image. I chang...
We have inherited a TDX environment where an Email Auth Account was already configured in the Ticketing app. I setup a monitor, but I keeps getting the error below. My email folders are in the root as shown in the second image. I chang...
1 Answer
Michael Rodriguez
Last activity on 10/13/2023 9:22:08 AM by Mark Sayers
Department read-only default value
Hello!
Wondering if anyone know how to add a default value to department and if it can be made ready-only in forms. I am thinking of making a college name static value for departments on all forms.
Wondering if anyone know how to add a default value to department and if it can be made ready-only in forms. I am thinking of making a college name static value for departments on all forms.
1 Answer
Michael Rodriguez
Last activity on 10/12/2023 1:08:16 PM by Brittany Renn