Questions

Weird Email Generation using Addresses that Don't Exist

Please see the following, but we got some strange email responses from an email address that doesn't exist in our system:
https://www.screencast.com/t/BV6ottTe
The ticketing application ID is: 430.
Any ideas where this is coming from...
1 Answer
Tevis Boulware Last activity on 7/20/2022 9:22:42 AM by Mark Sayers

Workflow on SLA Violation

I need to be able to take action on a ticket after an SLA has breached that is something other than assigning to a specific person or group. I need to have a workflow run when this happens.
I've tried a number of things and right now I'm see...
1 Answer
Ken Stone Last activity on 7/19/2022 4:45:48 PM by Mark Sayers

Restore Deleted Task

Is it possible to restore a task that was deleted?
1 Answer
Mike Schuster Last activity on 7/19/2022 10:10:55 AM by Mark Sayers

Changing the requestor when they leave organization

Is there any way that someone has found, to easily change the requestor on a large number of tickets, if that person leaves the organization, and a new person should be considered the requestor?
1 Answer
Bill Harlan Last activity on 7/18/2022 4:36:59 PM by Mark Sayers

Workflow Approval Step Rejections

I have created a workflow with several approval steps. If an approval step is rejected in the workflow process, is there a way to send the rejection back to the requestor, have them update the information in the ticket, and start the workflow ove...
1 Answer
Valencia Ingram Last activity on 7/15/2022 11:49:39 AM by Mark Sayers

Card Wall Attributes

Is there (or will there be) a way to create our user-defined attributes for cards on a Card Wall? Similar to how we can modify ticket forms and project attributes?
1 Answer
Adam Reider Last activity on 7/15/2022 10:31:44 AM by Mark Sayers

Workflow Task Step - group assigned receive email notification?

Question: we have a workflow with a Task Step assigned to a group. Does the group get notified?
To confirm, when I view the group, the members have “yes” in the notified column. They said they didn’t get notified, so I am trying to figure out...
2 Answers
Heather Malecha Last activity on 7/20/2022 1:40:46 PM by Heather Malecha

Bulk Asset Import API (Custom Attributes)

Hello,
Following this documentation, here is the payload that I am sending to the /assets/import endpoint:
{
"Items": [
{
"SerialNumber": "ABCDE",
"ExternalID": 1234,
...
1 Answer
Daniel Hammond Last activity on 7/20/2022 10:56:45 AM by Mark Sayers

Delete a Service Offering?

How do you delete a service offering from a service? See the attached, but it doesn't look like there is an ability to remove a service offering.
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 7/13/2022 2:58:11 PM by Mark Sayers

Project on hold duration reporting

I have been asked to produce on hold metrics for our projects. Things like how many times a closed project went on hold during execution, max/median on hold duration, etc. There doesn't seem to be a way to get this info, so I am having to pour th...
1 Answer
Kevin McDonald Last activity on 7/13/2022 10:33:37 AM by Mark Sayers

Set the requestor to an email address

Maybe I'm going down the wrong path:
When an email comes in from an outside address (parent, vendor, etc), the 'Requestor' on the new ticket from the email monitor is set to that address. It doesn't create a user (that I can see), but we c...
1 Answer
John Shearer Last activity on 7/13/2022 10:05:06 AM by Mark Sayers

Ticket Task ID compared to Ticket ID

In our instance, Our first Ticket Task ID is in the 10000 range. Our first ticket ID started at 1.
What I'd like to ask is the task ID and ticket ID aren't exclusive pools of numbers right? Eventually, after a few months, we'll have both a T...
2 Answers
Bill Harlan Last activity on 7/8/2022 11:06:49 AM by Mark Sayers

Writing Custom Attributes in Assets with API

Hello,
I'm trying to create an Asset with an API call from a workflow. I have got the system to create the asset, but it seems to be ignoring my custom attribute portion. Here is my body:

{
"AppID":130,
"Name":"{{Name}}",
"StatusID...
1 Answer
Matthew Magee Last activity on 7/7/2022 4:02:10 PM by Mark Sayers

Group notifications to a shared email address

Hi,
We have a team that prefers to have their notifications go to a shared email (e.g. ITSM@nscc.ca) instead of individual users.
Is there any way to have Group ticketing notifications sent to a shared email address? The only solution I c...
1 Answer
Erin Tramble Last activity on 7/7/2022 11:10:12 AM by Mark Sayers

Adding Favorites in TDNext

Good afternoon:
One of our users has a "Favorite Services" tab in TDNext, and would like to add additional services to the list.
I do not seem to have this when I load TDNext, and I would like to know how to add the tab and how users can ...
1 Answer
Anderson Hanchett Last activity on 7/5/2022 11:31:19 AM by Anderson Hanchett

People Import Processor Task Templates

I am working with importing users via API. The People Import Processor service has two HTML templates for "success" and "error" that can get sent out. Is there a list of attribute tags that can be used in these templates to add additional informa...
1 Answer
Andrew Renfrow Last activity on 7/8/2022 3:11:12 PM by Mark Sayers

Tagging Someone in Slack from Web Service Method

I have a web service method I use to post to Slack. I'm wondering if it's possible to tag the person listed in the {{Responsibility}} field. That's a parameter in my method. When I try adding it in the Body like the following, it doesn't come ...
1 Answer
Mike Schuster Last activity on 7/5/2022 4:55:42 PM by Mark Sayers

Report Filtering

Hello! We are using ticket reports to organize work on our desktops. One of these reports is "Tickets Waiting for Assignment." All of our tickets come in with a default responsible group assigned. They appear in this report and, theoretically, wi...
1 Answer
chelsea doyle Last activity on 6/30/2022 4:14:26 PM by Mark Sayers

Alert/Notification Email Mapping

Our campus is consolidating from two email domains to one. We want to update all Primary Email and Alert/Notification Email to be the same (username@csuchico.edu). I was testing with the .xlsx people import template and there is no header for A...
2 Answers
Scott Cory Last activity on 7/6/2022 4:56:51 PM by Scott Cory

API Logs

I am trying to trouble should an issue with our BeyondTrust integration, specifically several fields that should be in the body are not appearing in the Description field of the ticket created. Is it possible to view the data being received by t...
1 Answer
Scott Cory Last activity on 6/30/2022 1:57:44 PM by Mark Sayers

cascading attributes on ticketing forms - does hidden parent mean hidden children?

I'm using cascading attributes on forms. I'd like the parent attribute to be hidden (because I'm setting it to a non-changeable default value and I want the form to not be cluttered) but I'd like the child attribute to be editable. I'm hiding the...
1 Answer
Greg Van De Mark Last activity on 6/29/2022 3:25:04 PM by Mark Sayers

Exporting List of Users with Alert/Notification Email

Good afternoon:
Sorry to flood the forum with questions, but I am attempting to export the list of employees in preparation for implementation of asset management.
I am able to filter our list of users by employees only, but I wanted to a...
1 Answer
Anderson Hanchett Last activity on 6/29/2022 9:48:01 AM by Mark Sayers

Asset Forms

I have created some new asset forms for our CMDB, but they do not appear to be selected when someone clicks on +Asset.
What do I have to do so that they appear and can be used?
1 Answer
Mathew Chandler Last activity on 6/28/2022 1:28:48 PM by Mathew Chandler

Response Template Usage?

Good morning. Is there any way to report, or get data, on response template usage?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 6/28/2022 1:54:12 PM by Mark Sayers

Technician view of which Groups they are in

Hi,
I feel like I've asked this before, but can't find anything. Is there any way for a Technician to see which Groups they are currently a member of?
Thanks,
Erin
1 Answer
Erin Tramble Last activity on 6/28/2022 10:07:15 AM by Mark Sayers

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