Questions

Workable Hours And Daily Capcity

I tried searching but couldn't find an explanation of the difference between Workable Hours and Daily Capacity. Are they the same thing? The template and API name discusses Workable Hours but the UI for a user profile has a setting for Daily Cap...

1 Answer

Bill Harlan Last activity on 9/30/2022 10:15:55 AM by Mark Sayers

Search Groups for two prefixes?

Hello, please see the following. I am trying to create an IPaaS flow that returns groups with "USS-" OR "IS-" in the title, and I can create a connector that returns one of the conditions but not both. Do I have to create two connector statemen...

2 Answers

Tevis Boulware Last activity on 9/30/2022 10:18:27 AM by Mark Sayers

Project Request (Portfolio Management) Statuses

Good morning:
I would like to ask if there is a way to customize project request statuses (in the Portfolio Management application). We would like the project request statuses to be congruent with our project statuses for consistency.
Tha...

1 Answer

Anderson Hanchett Last activity on 9/29/2022 4:22:10 PM by Mark Sayers

"From" Change With Email Notifications

A tech within our department has asked if it would be possible to change the "From" field in the email notification when a ticket is created to reflect who the requester is rather than the technician who created the ticket.
I can't seem to fi...

1 Answer

Riley Fay Last activity on 9/29/2022 4:19:14 PM by Mark Sayers

Users currently logged in to TD

Is it possible to see what users are currently logged into TD?

1 Answer

Alex Oquendo Last activity on 9/29/2022 4:06:39 PM by Mark Sayers

Inline HTML reports via Email

Is there a way to get the html version of the email reports as inline instead of an attachment you have to save to view?

1 Answer

Teresa Amos Last activity on 9/28/2022 3:44:12 PM by Mark Sayers

Knowledge Base Article Report

Hello!
Is there a way to create a report that pulls how many times a Knowledge Base article has been read within a specific date range?
For example: Article ID #123456 was read "x" times from 9/1/2022 to 9/30/2022.
Thank you for any i...

1 Answer

Michael McClure Last activity on 9/28/2022 1:35:07 PM by Mark Sayers

Two KB Articles on a Ticket

Does anyone currently have a way they incorporate two KB Articles on a ticket? We are looking for a way to post both an internal facing KB Article with a client facing KB Article on the same ticket. One thought we had was to use the KB Article ...

1 Answer

Nick Pearson Last activity on 9/28/2022 11:43:23 AM by Mark Sayers

Email Replies

I just want to double check, I only have an email reply monitor at the organizational level and none on any ticketing applications. We only use one client portal. Is that how it should be? I just created an email auth account and went to the next...

1 Answer

Alex Oquendo Last activity on 9/27/2022 10:38:16 PM by J.P. Brannan

How do you delete/remove an attached file once you have selected it (via the Browse button) and attached it ?

1 Answer

Sharon Jarmoc Last activity on 9/27/2022 3:42:33 PM by Mark Sayers

How do you attach multiple attachments in the ticketing form?

When you try to attach 1 file it attaches, however, when you go to search for another and/or another file to attach
you cannot attach another as it deletes the previous attachment you made.
Also, how do you delete/remove an attachment (fi...

1 Answer

Sharon Jarmoc Last activity on 9/27/2022 1:54:50 PM by Mark Sayers

SMTP Reply

For the TDX System wide email, do the Outbound Email Settings (SMTP) have to use the same email account used for the email replies configured in the Email Reply Auth account?
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 9/27/2022 1:31:20 PM by Mark Sayers

Tickets in Resolved Status automatically change to New Status when user comments

We use the Resolved status for completed Tickets with a setting for 48 hours to auto close, which is working great, unless the user comments. When a user comments on a Resolved but not yet Closed ticket the ticket Status changes back to New.
...

1 Answer

Will Tonkin Last activity on 9/26/2022 4:19:00 PM by Mark Sayers

Deprecation of Basic authentication in Exchange Online

If you are using basic iMap and not using SSO for TeamDynamix authentication, do the steps below apply when setting up a new Auth Accounts?
Perform these steps in an Incognito/Private Browser Window . This will allow you to generate the ac...

1 Answer

Alex Oquendo Last activity on 9/26/2022 10:43:05 AM by Mark Sayers

API: How to retrieve/update Response Templates?

Hi there,
How can I retrieve/update Response Templates and Response Template Categories using the Web API?
Thanks!
Jus

1 Answer

Juswaldy Jusman Last activity on 9/23/2022 4:27:48 PM by Mark Sayers

Custom location attributes

In the latest version of TDX, you can apprently create a custom location attribut that allows you to use "location" on a form more than once. For the types, we have "location" and "location and room". How are these supposed to work? If I use both...

1 Answer

David Mitchell Last activity on 9/23/2022 10:23:57 AM by Mark Sayers

Deleting a Workspace Rule

Can a workspace rule be deleted from the workspace view? I don't see this option in the workspace settings view or while editing a rule.

1 Answer

Jordan Leaman Last activity on 9/22/2022 11:22:27 AM by Mark Sayers

Configuring OAuth for Email Monitor

Hello:
I am attempting to test the setup of Microsoft OAuth with our email monitor, but whenever I select the MS OAuth Email Auth Account, and attempt to save, we receive the error message as seen in attached 2022-09-21_17-14-18.png. We have ...

1 Answer

Anderson Hanchett Last activity on 9/22/2022 10:28:54 AM by Mark Sayers

User Import and Password Expiration Exemption

Is it possible to import users and set them to be exempt from password expiration during the import? We're looking at adding ~20k users, and we don't need them to have expiring passwords for our purposes.

1 Answer

Patrick LaFollette Last activity on 9/22/2022 10:16:55 AM by Mark Sayers

Email Monitor

We have our email monitor on so that we can respond to tickets through email. We are running into the issue where some of our users have their auto-response on and tickets get updated with those emails. We are looking to see if there is a work-ar...

1 Answer

Abelardo Huereque Last activity on 9/22/2022 9:03:32 AM by Mark Sayers

Duplicate Items in Workspace?

Hello, I am setting up our first workspaces and creating rules to display tickets. I would like to have a row for each workspace member assigned tickets and then a row for tickets assigned to the group but not specifically assigned to a member. ...

1 Answer

Tevis Boulware Last activity on 9/21/2022 3:55:08 PM by Mark Sayers

Capturing Proxy Errors for Powershell connector

Hello,
I'm fairly new to this so I'm hoping I'm just missing something simple here. What are the best practices for working with Powershell connector errors that come from "Proxy Error: System.Management.Automation.RemoteException". Normally ...

1 Answer

William Fricke Last activity on 10/6/2022 10:59:59 AM by Mark Sayers

Sharing reports from Analysis

A director in our organization shared specific time reports from Analysis with a couple of her supervising employees. She thought they would be able to view and edit the report in TDX, however they cannot and I presume it's because neither one ha...

1 Answer

Gretchen Cannon Last activity on 9/20/2022 2:24:11 PM by Mark Sayers

TDX call workflow when status changes to Resolved

I'm attempting to call a workflow from a Automation Rule, and then the workflow will wait 48 hours (3 minutes for my testing) and then change the ticket status to Closed.
I have built the Automation Rule with condition: Status is one of Reso...

1 Answer

Will Tonkin Last activity on 9/20/2022 8:58:51 AM by Mark Sayers

Unable to Reassigned A Survey

Please see the screen capture below. I am trying to assign a survey to a closed ticket that was originally requested by one person, and then the requester was changed. I deleted the original survey request, but as you can see from the screen ca...

1 Answer

Tevis Boulware Last activity on 9/19/2022 4:54:06 PM by Mark Sayers

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