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General QuestionsAssign Value to Time Types
How does one assign a dollar value to time types? There is time budget, then expense budget. If I add hours to a ticket, it records that. But how can I make it assign a value? Like $50 an hour or something?
1 Answer
Sheila McBride
Last activity on 10/29/2024 11:45:52 AM by Mark Sayers
Identifying SLA Tickets hitting the 75% Warning
Good afternoon. Looking to see if there is a way to identify tickets with an active SLA assigned that have met or exceeded the 75% SLA trigger warning.
1 Answer
Ericka Westphal
Last activity on 10/29/2024 10:08:31 AM by Mark Sayers
Web Service to change responsibility
I am trying to automatically change the technician that responsible for a quick ticket based on who created the ticket after reviewing the Quick Ticket video from a previous Converge session and also this article: https://solutions.teamdynamix.c...
1 Answer
Nick Christiansen
Last activity on 10/29/2024 10:05:09 AM by Mark Sayers
Report showing Primary Responsible Group as Unassigned
Hello,
I was asked by one of our teams why do their open tickets report continues to show the primary responsible group column as "unassigned" when there is either a technician or a group assigned to them. Please let me know if there is anyth...
I was asked by one of our teams why do their open tickets report continues to show the primary responsible group column as "unassigned" when there is either a technician or a group assigned to them. Please let me know if there is anyth...
1 Answer
Josy Hess
Last activity on 10/28/2024 12:53:45 PM by Mark Sayers
Is "Client Search" reportable?
I see where client searches are viewable per person in the People app and the total count for a word or phrase is stored somewhere. I'm trying to find where that data is so we can report on it. I've looked in the various reports in Analysis but I...
1 Answer
Bret Swart
Last activity on 10/25/2024 2:51:20 PM by Mark Sayers
Request to add titles to Group Forum posts
Good Day,
I kindly request, if possible, to add the ability to put in titles in the group forums. It is very difficult to track or look for specific questions or topics when every topic looks the same in email. The same goes for when I go di...
I kindly request, if possible, to add the ability to put in titles in the group forums. It is very difficult to track or look for specific questions or topics when every topic looks the same in email. The same goes for when I go di...
1 Answer
Gary Sullivan
Last activity on 10/25/2024 2:18:22 PM by Mark Sayers
Reminder Option For Critical Updates
Is there a way in TDX to set reminders to specific technicians or as a group for critical updates?
Such as for certificate expirations, secret keys and so forth. We would like to set up a way in TDX that we can set these reminders and t...
Such as for certificate expirations, secret keys and so forth. We would like to set up a way in TDX that we can set these reminders and t...
1 Answer
Martin Cusack III
Last activity on 10/25/2024 10:55:20 AM by Mark Sayers
Alerts for submitted time reports?
Hi there, I have a manager who has other managers underneath him. He would like a notification when the staff who are under this other manager submit their time reports for the week. He needs this info to assemble a weekly report so needs to know...
1 Answer
Kay Brewer
Last activity on 10/24/2024 4:48:06 PM by Mark Sayers
Are report prompts available in TDClient?
We currently display reports on the TDx client portal.
If we develop a report that has a FILTER value where PROMPT is checked, will TDclient users be able to see those prompts, enter in values and run the report to get those limited results? ...
If we develop a report that has a FILTER value where PROMPT is checked, will TDclient users be able to see those prompts, enter in values and run the report to get those limited results? ...
1 Answer
Rebecca Murphy
Last activity on 10/24/2024 2:30:33 PM by Mark Sayers
FormDynamicElements Choices
Hello,
I'm trying to pull Custom Attributes from a ticketing app in order to pass them into a Dynamic Form using the FormDynamicElements data component; I've got the fields mapped properly and the ones that are supposed to be dropdowns are, b...
I'm trying to pull Custom Attributes from a ticketing app in order to pass them into a Dynamic Form using the FormDynamicElements data component; I've got the fields mapped properly and the ones that are supposed to be dropdowns are, b...
2 Answers
Adding external e-mail as a contact on a ticket?
Is there a way for us to add an external e-mail address as a contact on a ticket so that they will get notifications when notes are added to the ticket?
1 Answer
Kay Brewer
Last activity on 10/24/2024 11:50:04 AM by Mark Sayers
Password change
Good morning,
How can I change my password to solutions.teadynamix? I've reset it but I didnt find a link to enter a new password?
How can I change my password to solutions.teadynamix? I've reset it but I didnt find a link to enter a new password?
1 Answer
JJ Garcia
Last activity on 10/24/2024 11:19:26 AM by Mark Sayers
Styling Not Rendered in IPaaS HTML Template
Please see below. I have an IPaaS HTML Template that renders correctly in the design mode, as well as a web browser, but when I use it in a Ticket Update action (using STD action), the styling of the template is lost. The table data is displayed...
1 Answer
Tevis Boulware
Last activity on 9/19/2024 12:03:26 PM by Tevis Boulware
Deactivated attribute visibility when building reports
Hello,
I recently deactivated a bunch of attributes that were no longer being used (either on no forms or on deactivated forms). I was under the impression that they would then no longer be visible in the Custom Attributes filter list when ...
I recently deactivated a bunch of attributes that were no longer being used (either on no forms or on deactivated forms). I was under the impression that they would then no longer be visible in the Custom Attributes filter list when ...
1 Answer
Tanner Grubbs
Last activity on 10/23/2024 1:09:03 PM by Mark Sayers
Ticket Template usage
We commonly get calls in for very similar issues. When a customer service representative fields such a request I would like to minimize the amount of work they need to perform to minimize the number of errors they can perform and to increase effi...
1 Answer
Richard Linscott
Last activity on 10/21/2024 4:34:06 PM by David Tod
Knowlege base question
I know the knowledge base articles can be added when updating a ticket. However, can knowledge base articles be added to the ticket for the customer or technician to use to help resolve the issue.?
1 Answer
Matthew Thompson
Last activity on 10/21/2024 4:10:33 PM by Mark Sayers
Primary Responsibility at time of Respond by SLA Violation
Greetings.
I'm trying to determine who is Responsible for tickets when an SLA becomes violated.
If I use Primary Responsibility and Respond By Violated it will tell me if an Respond SLA Violation happened and who is the most recent perso...
I'm trying to determine who is Responsible for tickets when an SLA becomes violated.
If I use Primary Responsibility and Respond By Violated it will tell me if an Respond SLA Violation happened and who is the most recent perso...
1 Answer
Richard Linscott
Last activity on 10/18/2024 3:55:00 PM by Mark Sayers
11.10 release and outage period
Good Morning, does anyone know when the 11.10 release is scheduled to begin and how long will the outage be?
1 Answer
Rhonda McAfee
Last activity on 10/18/2024 1:25:08 PM by Mark Sayers
Security Roll Client/ License Question
Hello,
We recently considered involving non-technicians in some of our projects to handle specific tasks. After reviewing the feasibility, we decided that if we move forward with this approach, we would establish a new rule based on the Globa...
We recently considered involving non-technicians in some of our projects to handle specific tasks. After reviewing the feasibility, we decided that if we move forward with this approach, we would establish a new rule based on the Globa...
1 Answer
Chuck Beedy
Last activity on 10/18/2024 12:34:58 PM by Mark Sayers
Dated Ticket Emails / New Ticketing Application
We are in the process of migrating to a new ticketing application over the next 6 weeks.
For existing open tickets, we plan to move them to the new application.
We are particularly interested in guidance on how to best redirect a customer...
For existing open tickets, we plan to move them to the new application.
We are particularly interested in guidance on how to best redirect a customer...
1 Answer
Nick Durr
Last activity on 10/18/2024 12:31:14 PM by Mark Sayers
Multiple Project Requests
Is it possible to have multiple types of Project Requests in TDX? To elaborate, we are using TDX for multiple divisions. We have an existing project request type for IT project requests. Is it possible for another division that is using TDX, t...
1 Answer
Mathew Chandler
Last activity on 10/18/2024 12:02:18 PM by Mark Sayers
Bulk delete assets
Can i bulk delete assets? i have over 1000 that i need to do as we are getting duplicate records. each one of our ipads that are pulling from jamf via a script from sassafras is creating 16 or so records. i have had many meetings with sassafras a...
1 Answer
James Richard
Last activity on 10/18/2024 10:16:42 AM by Mark Sayers
Assets search filter
When I go to assets, I understand that is the only way to bulk update them, but if I have a list of let's say 50 that need a field bulk updated, it looks like in the filter under serial number I can only look up one at a time unless there is anot...
1 Answer
James Richard
Last activity on 10/17/2024 3:45:04 PM by Brittany Renn
Asset data auto population
for our assets, is there a way to auto-populate like in tickets someone's department when we choose their name as the owner?
1 Answer
James Richard
Last activity on 10/18/2024 9:38:29 AM by Mark Sayers
Workflow or Automation Rule that fires based off the Date Modified Field
We are trying to implement a way to automatically close tickets with assigned workflows when the approver on the current step does not act on the ticket within 7 days.
The condition workflow step does not offer the Modified Date field as an o...
The condition workflow step does not offer the Modified Date field as an o...
1 Answer
Katelyn Bobbitt
Last activity on 10/17/2024 3:29:33 PM by Brittany Renn