Questions
Categories View All Categories
General QuestionsShould we get a notification that an email monitor is not working?
We have a monitor on a mailbox where the password had expired (my fault, since corrected). It's not a commonly-used monitor, so no one noticed until someone checked the logs for unrelated reasons. Should we be seeing any sort of notice that the m...
1 Answer
Patrick LaFollette
Last activity on 2/24/2023 11:59:04 AM by Mark Sayers
Adding a single resource to multiple projects...
We have a new PM joining our team in a few weeks. Is there a way to add this new team member as a resource to multiple projects at once? Or do we have to add them to each individual project that we want them to be a member of?
1 Answer
Duane Theleman
Last activity on 2/24/2023 11:11:38 AM by Brittany Renn
Asset/CI Ticket Attribute
I am looking for KB articles or information on the Asset/CI Attribute.
I have an asset application that isn't showing up for this attribute when I go to put it on a Ticket Form.
I have an asset application that isn't showing up for this attribute when I go to put it on a Ticket Form.
2 Answers
OU ITSM Team
Last activity on 2/23/2023 4:45:10 PM by OU ITSM Team
Workspaces
Is it possible to have the feed in a workspace give a combined feed of all the items in the workspace? Also, an extension of this is the calendar, can it show calendar items of projects, tickets, and tasks that have been added to the workspace?
1 Answer
Tanya Anderson
Last activity on 2/22/2023 3:58:50 PM by Mark Sayers
iPaaS Connector - Custom Actions data structures
I am adding a custom action to a connector and wondering how to build one that uses a nested JSON structure. Does anyone have any pointers?
2 Answers
Automation to apply a Form
I set up an automation rule to use a specific form with custom attributes. The ticket creation did use the form, but the custom attributes do not appear on the ticket until I 'edit' the ticket. The form is the correct one and the custom attribu...
1 Answer
Jack Gallemore
Last activity on 2/22/2023 11:22:42 AM by David Tod
Using mixed time units in project plans
Is it possible to use .5 days or 4 hours in a project plan while other task durations are in days?
1 Answer
Peter Abashian
Last activity on 2/22/2023 9:05:01 AM by Mark Sayers
Notify Users When the Assignment Group on a Ticket has Changed
We are wondering if its possible to create a trigger to send a Notification to the Requester when a ticket is updated and a new primary group assignment is given. We're not sure how tricky this would be, since we don't care if a technician assign...
1 Answer
Tyler Whitney
Last activity on 2/22/2023 9:09:35 AM by Brittany Renn
attach Child Ticket Web Service
Hello,
I am attempting to create a workflow that has automation that when a major incident (sev 1 for us) is created, a workflow will use web services to create a parent problem ticket.
I see the below article how how to create a child ...
I am attempting to create a workflow that has automation that when a major incident (sev 1 for us) is created, a workflow will use web services to create a parent problem ticket.
I see the below article how how to create a child ...
1 Answer
Alex Turek
Last activity on 2/17/2023 1:33:56 PM by Mark Sayers
Apply Ticket Template automatically
It seems the only way to apply a ticket template is through the UI. Is there an automated way using Automation, Workflow or APIs?
1 Answer
Bobby Jones
Last activity on 2/17/2023 11:42:50 AM by Mark Sayers
Restricting access to individual projects in Analysis
Is it possible to restrict users' ability to view certain projects in Analysis module? I was under the impression that this could be done using project "Type", specifically by setting "Groups" section to "Allow ONLY the associated groups below to...
1 Answer
Bodek Frak
Last activity on 2/16/2023 2:56:37 PM by Mark Sayers
What is Needed For a User To Access a Workspace
Hello, I've added members to a workspace and made sure they have the workspace application checked in their User record but they are still getting a message saying they do not have permission. In my searches here all I've found is that they need ...
1 Answer
Rachel Renckly
Last activity on 2/16/2023 10:19:52 AM by Mark Sayers
User report for Client portal with specific filter not visible
What is the best way to get a report of number of total portal application users but need to filter out by security role of NOT "Client +KnowledgeBase".
I do not see a filter in TDAdmin to be able to do this and TDAdmin limit on rows exported...
I do not see a filter in TDAdmin to be able to do this and TDAdmin limit on rows exported...
1 Answer
Sharon Jarmoc
Last activity on 2/15/2023 5:00:45 PM by Brittany Renn
Adding Files to Closed Projects
Is there a way to add files to a closed project in TDNext or TDAdmin? I have checked the Files tab and there does not seem to be an option to add files there. The Briefcase tab is absent on the project in question.
Thank you.
Thank you.
1 Answer
Anderson Hanchett
Last activity on 2/15/2023 2:16:50 PM by Mark Sayers
Best Way to Organize Cards in Each List
Hello,
I have a Card Wall plan that has three tasks for each team. I would like to keep them organized to show all of the first tasks, for each team, together and then further down the list we would see the second task for each team. I've be...
I have a Card Wall plan that has three tasks for each team. I would like to keep them organized to show all of the first tasks, for each team, together and then further down the list we would see the second task for each team. I've be...
1 Answer
Rachel Renckly
Last activity on 2/15/2023 2:14:44 PM by Mark Sayers
Update Start/End Dates on All Cards in a List
Hello,
Is there a way to update the Start/End dates on more than one card at a time? In the Waterfall Plans you can edit the dates and drag that date down to update multiple tasks at once. Is there a way to do something similar to all the car...
Is there a way to update the Start/End dates on more than one card at a time? In the Waterfall Plans you can edit the dates and drag that date down to update multiple tasks at once. Is there a way to do something similar to all the car...
1 Answer
Rachel Renckly
Last activity on 2/15/2023 2:02:49 PM by Mark Sayers
Project Issue Notifications
I have several questions about project issues and their notifications.
Can issues notify someone other than the project manager by default when they are created? Do updates to issues automatically notify the person responsible? Can th...
Can issues notify someone other than the project manager by default when they are created? Do updates to issues automatically notify the person responsible? Can th...
1 Answer
Mariah Rible
Last activity on 2/14/2023 3:54:29 PM by Mark Sayers
In Ticketing system how to make form field required
I need to set some of the field on my form to be required, but I see no way to do that. The answer I found in the KB was from 2016 and references a non-existing link:
Here is the link to our article on Adding/Modifying service form fields for ...
Here is the link to our article on Adding/Modifying service form fields for ...
2 Answers
Will Tonkin
Last activity on 2/14/2023 4:07:18 PM by Will Tonkin
Trying to update custom attribute fields on a ticket
Hi all,
I am trying to update a custom attribute that is on a ticket, although I cannot seem to get anything to populate there. I am able to update other fields such as the title with no issues. The way the code is right now it runs with no i...
I am trying to update a custom attribute that is on a ticket, although I cannot seem to get anything to populate there. I am able to update other fields such as the title with no issues. The way the code is right now it runs with no i...
1 Answer
Brandon Ferrotta
Last activity on 2/14/2023 1:23:26 PM by Mark Sayers
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...
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...
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,...
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...
- 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