Questions

Possible API bug?

I am using GET: https://my.support.domain/TDWebApi/api/people/lookup?searchText={{userEMPLID}}&maxResults=1
To return the user with Organizational ID = userEMPLID above
When I send my userEMPLID it returns a different user. I checke...

1 Answer

Scott Cory Last activity on 1/25/2023 9:33:41 AM by Mark Sayers

Email Service Technician User License

I was wondering if the Technician license assigned to the Email Service user (as described in this article: Article - Getting Started with Email ... (teamdynamix.com) ) will count toward license usage? Same question for the built in System Admin...

1 Answer

Mariah Rible Last activity on 1/25/2023 9:21:19 AM by Mark Sayers

iPaaS flow issues

We noticed issues with the workflows associated with iPaaS around 3:18pm yesterday, Monday. Has anyone else experienced issues with their flows, like the one below?
System (private)
The "Ticket Status Change: On Hold Awaiting Approva...

1 Answer

Robert Kelly Last activity on 1/24/2023 9:57:54 AM by Mark Sayers

Approvers approving their own request

I have a workflow that references department custom attributes for approvers. For each department, there are custom attributes 'Approver 1' and 'Approver 2' that are both people. I use these custom attributes in the Workflow Approval Step for a p...

1 Answer

Mariah Rible Last activity on 1/23/2023 1:08:56 PM by Mariah Rible

Converted Service Request to a Task Unintentionally

Hello,
We have Converted Service Request to a Task Unintentionally. Is there a method to undo that action so that we can re-assign the service request?
Ticket states: "Because this service request has been converted to a task, its start ...

2 Answers

Sarah Glatz Last activity on 1/23/2023 3:19:00 PM by Sarah Glatz

Does the default email sender in TDx use OAuth 2.0 or SMTP?

Hi all,
I've been trying to find information on what the default email sender uses for security protocol and how those emails look upon receipt, but have come up dry. Right now we are using the custom SMTP settings, but our college is moving ...

1 Answer

Damon Stennett Last activity on 1/20/2023 2:35:08 PM by Damon Stennett

Email notification Image Removal

When receiving an email from the TDX system it comes with an image at the bottom that we would like to remove. I can't find this in the notification template. Is there a setting I need to turn off?

1 Answer

Harrison Fleisher Last activity on 1/20/2023 2:39:45 PM by Mark Sayers

Ticket Notification Templates missing

I'm trying to customize the notification emails that are sent out alongside tickets, I appear to be missing a few. The template I can't see is Service Request Task Assignment (Ticketing User).
Is this not supposed to be customizable or is the...

1 Answer

Harrison Fleisher Last activity on 1/20/2023 1:32:51 PM by Mark Sayers

Workflow Notification Step Recipients

Why is it that in a workflow notification step, the options for who you are able to send a notification to so narrow? Regular ticket notification options are quite robust and I don't understand why an entirly different notification method was dev...

1 Answer

Carl Amlin Last activity on 1/20/2023 9:47:06 AM by Mark Sayers

When placing a ticket on hold, can the time to be taken off hold be set on a global level (default setting for all tickets)

When setting a ticket to on hold , the default time is set for 12am for the day selected. Can the time be set to another time by default for all tickets. We would like that when a ticket is changed to on hold, the technician selects the date an...

1 Answer

Kay Kazinski Last activity on 1/19/2023 1:53:06 PM by Brittany Renn

Custom Field Names

Hello, after all the time I have been working with TDX, I just noticed something about Custom Field names.
I have several forms that reuse attributes, and when I put the reusable attribute on the form provides a custom name specific to the ...

1 Answer

Tevis Boulware Last activity on 1/18/2023 1:40:06 PM by Brittany Renn

Reporting on Comments & Templates

Is it possible to run a report on KB articles with comments or articles/services that use a specific template that we created?

1 Answer

Morgan Cranston Last activity on 1/18/2023 9:31:47 AM by Mark Sayers

Add a link url for Location

Is there a way, possibly through a custom attribute, to add a link(url) in Location to link out to a map.

1 Answer

Will Tonkin Last activity on 1/17/2023 1:10:43 PM by Mark Sayers

Notification Workflow Step for a Later Date (Possibly 1+ Years in the Future)

Good afternoon,
I've come across a couple of IT teams that have indicated that they could use a conduit for sending an automated notification after they've completed an activity, and more imporantly, after the associated ticket has closed.
...

1 Answer

Nate Sakovitch Last activity on 1/17/2023 11:45:55 AM by Mark Sayers

Ticket linking and/or classification creation

I've seen some answers here that indicate that you cannot link tickets that are of the same classification, and you cannot add new classifications. However these answers are around half a decade old. Has there been any changes related to this? Ou...

1 Answer

Nick Taylor Last activity on 1/13/2023 3:32:49 PM by Brittany Renn

Request Score visibility on the Client Portal

Is there a way for request scores (Risk, Goal, Scorecard and Composite) to be visible w/in the Client Portal?
Or even w/in the project details section if it's approved and converted from a request?
Authenticated TDClient Portal users – a...

1 Answer

Rebecca Murphy Last activity on 1/13/2023 9:24:13 AM by Rebecca Murphy

Can uploading attachments via a Service Request be restricted to certain users?

Hello
During a recent cybersecurity event, a vulnerability was found within TD, in regards to attachments: anybody can attach them, and they are not scanned for viruses or scripts, etc.
I understand that email is a bit more locked down (b...

1 Answer

Eugene McGeehan Last activity on 1/12/2023 5:00:23 PM by Brittany Renn

Project 'Tags' Field

Is the 'Tags' field w/in the General section of a project new? I don't remember seeing it, and it looks to be required and not something I can hide if I don't want to see it.
Thanks!

1 Answer

Rebecca Murphy Last activity on 1/12/2023 11:09:05 AM by Mark Sayers

User / Email

Greetings,

My institution has decided to utilize "_" and "." characters moving forward with email and user account names.
Will this present any issues for TDX? Would the scenario of a "john_smith" and "john.smith" as different users pr...

1 Answer

Nick Durr Last activity on 1/11/2023 4:46:17 PM by Mark Sayers

TDX alerts

Is there a way to have a TDX alert for someone responding to a ticket other than via email, or conitnuly looking at TDX waiting for the status to change, like a pop up within TDX through the web browser?

1 Answer

James Richard Last activity on 1/11/2023 2:44:30 PM by Brittany Renn

Retrieving or Reports for Deleted Tickets

Hello,
Is there a way to view deleted tickets, or report on how many tickets were deleted in a period of time?
Thank you,
Kristi

1 Answer

Kristi Oetting Last activity on 1/10/2023 4:55:29 PM by Mark Sayers

Can you customize the header text of the standard Requestor field for a report?

Can you update the header text of the out of the box Requestor attribute to be custom for reports? For custom attributes, we are able to update the Header Text that displays in the column header for reports. Would like to do the same for the out ...

1 Answer

Phuong Hoang Last activity on 1/10/2023 10:04:36 AM by Mark Sayers

Setting Parent ticket using Web Service Methods in Workflow

Hello:
I am attempting to create a workflow in which tickets are created and the original ticket that the workflow is applied to is set as the parent of the newly created tickets. It appears that the ParentID attribute cannot be edited, and t...

1 Answer

Anderson Hanchett Last activity on 1/6/2023 1:51:31 PM by Mark Sayers

Ticket and Workflow Tasks

I was curious if there was any way to format Workflow and Ticket Tasks when they display in a ticket? Currently, they are connected together and you have to pay attention to which box is which task - can be especially "disastrous" when marking a...

3 Answers

Courtney Dobbs Last activity on 1/6/2023 12:54:22 PM by Courtney Dobbs

Report on Project Benefits

The only reporting value I see for projects is 'Benefits', which includes just the Benefit Type, and the total benefit$ (see highlighted fields in attachment)
Is there no way to report at the Year level (see attachment)? Is there no way...

1 Answer

Rebecca Murphy Last activity on 1/6/2023 12:36:25 PM by Mark Sayers

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