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General QuestionsKB Article ID
Could someone provide me with an accurate definition of the KB "Article ID"? Thanks!
1 Answer
Morgan Cranston
Last activity on 8/17/2022 9:16:58 AM by Mark Sayers
Deleting or Deactivating Project Plans
Hello:
Is there a way to delete or deactivate project plans as an alternative manager on a plan or TDAdmin?
Thank you.
Is there a way to delete or deactivate project plans as an alternative manager on a plan or TDAdmin?
Thank you.
1 Answer
Anderson Hanchett
Last activity on 8/16/2022 10:44:22 AM by Mark Sayers
Workflow not attached when ticket created via API
Hello, we have a service with a linked workflow that gets set correctly when creating a ticket in TDNext or through the service page. However, the workflow is not attached correctly when we create a ticket through an API.
Any ideas why an AP...
Any ideas why an AP...
1 Answer
Tevis Boulware
Last activity on 8/16/2022 9:51:48 AM by Mark Sayers
Change Management Exemplars?
Is there a great example of change management out there, we're having a hard time envisioning how we would use it - especially in relation to existing service requests - and I'm a visual person. I'd like to see how someone is using it very well ...
1 Answer
David Doherty
Last activity on 8/15/2022 2:22:17 PM by Mark Sayers
Descrepancy between sent message and what TDNext recorded.
Good morning, please see the attached. Image "19438457-email" shows the email reply message, and "19438457-TDNext" shows what is posted in TDNext. Notice following lines are missing in the email reply:
"<restart>
manage-bde –protect...
"<restart>
manage-bde –protect...
1 Answer
Tevis Boulware
Last activity on 8/15/2022 2:11:16 PM by Mark Sayers
KB Ready By
What constitutes as a KB that is "read" (read by history/tab)? Does a user just need to access the article, or is there some other criteria?
1 Answer
Morgan Cranston
Last activity on 8/12/2022 2:48:50 PM by Mark Sayers
Can a custom ticket attribute with type=person be defaulted to be the ticket Creator on the ticket's form?
1 Answer
Jon Ricketson
Last activity on 8/12/2022 12:41:50 PM by Mark Sayers
Responsible Field Settings
Could you help me find where this setting in the attached file is located? I cannot seem to find it after the most recent update.
1 Answer
Derek Hickman
Last activity on 8/11/2022 4:14:35 PM by Mark Sayers
Surveys based on services
I apologize if this has been asked before but I couldn't find it in my quick search.
If you don't add any services in the Ticket Profile section of a survey, does it default to sending a survey to tickets for all services or does it not...
If you don't add any services in the Ticket Profile section of a survey, does it default to sending a survey to tickets for all services or does it not...
1 Answer
Curt Stewart
Last activity on 8/10/2022 5:01:23 PM by Mark Sayers
Days counted for Survey Time Between Requests
How are the days counted for the Survey setting of Time Between Requests? We have ours set to 7 days. So if the survey was sent on the 1st, would the 7 day count be on the 8th or the 9th that they become eligible to receive another survey of that...
1 Answer
Phuong Hoang
Last activity on 8/10/2022 2:40:28 PM by Mark Sayers
Populate Custom Asset Attribute with Custom Ticket Attribute
Hi,
We are using a ticket form where users input data about an asset and we would like to use that data to create an asset and fill in custom asset attributes. However, when we use a web service method in a workflow, we can store the ID of th...
We are using a ticket form where users input data about an asset and we would like to use that data to create an asset and fill in custom asset attributes. However, when we use a web service method in a workflow, we can store the ID of th...
1 Answer
Isaac Ramirez
Last activity on 8/10/2022 10:08:39 AM by Mark Sayers
HTML & Reports
The new, HTML formatted tickets are great, but reports do not display the tickets in HTML, only plaintext. Is there a switch to flip so that reports are also formatted as the ticket so they are readable?
1 Answer
Jack Gallemore
Last activity on 8/9/2022 2:03:16 PM by Mark Sayers
Formatting in Comments is great - What about Response Templates?
Hello! Firstly, very delighted to see the formatting update live for ticket comments, some of our non IT departments will be extra happy about this.
However, our Response Templates all look a bit sad and awkward in contrast now and I'm fully ...
However, our Response Templates all look a bit sad and awkward in contrast now and I'm fully ...
1 Answer
Persephone McNair
Last activity on 8/9/2022 11:01:19 AM by Mark Sayers
Auto-Generate Service Tag for Assets
I've looked through TDX's documentation and questions but have not seen this question asked before. We are looking at having the system automatically generate a service tag for assets. We were looking just using the ID but doesn't always incremen...
1 Answer
Larissa Hakes
Last activity on 8/9/2022 10:20:32 AM by Mark Sayers
Is there a way to pull the results of an approval out of a workflow using an API?
Hello,
I'm not seeing how to query a workflow that's currently occurring or has completed and see what the result of various parts of that workflow were. For instance, if I want to tell another system of mine that a workflow step had complete...
I'm not seeing how to query a workflow that's currently occurring or has completed and see what the result of various parts of that workflow were. For instance, if I want to tell another system of mine that a workflow step had complete...
1 Answer
Trent Urness
Last activity on 8/11/2022 9:17:30 AM by Bryan Weist
Acct/Dept Import?
Is there an Import capability to update Acct/Dept data similar to the one for Assets?
1 Answer
Jon Ricketson
Last activity on 8/8/2022 12:51:39 PM by Mark Sayers
Best Practices for Executive Summaries of Projects
Good afternoon:
I wanted to ask if there are any best practices for exporting data from projects (or project plans using Waterfall or Card Wall) for usage in executive summaries? Would there be a way to export all feed items in Excel, W...
I wanted to ask if there are any best practices for exporting data from projects (or project plans using Waterfall or Card Wall) for usage in executive summaries? Would there be a way to export all feed items in Excel, W...
1 Answer
Anderson Hanchett
Last activity on 8/8/2022 9:36:38 AM by Mark Sayers
task template reports?
How do I setup a report to pull tickets that have had a specific task template applied? I'm having trouble figuring it out.
1 Answer
Becky Klein
Last activity on 8/5/2022 4:17:42 PM by Mark Sayers
Users with more than 2 email addresses
The scenario: One of our support groups has a ticketing application where users will email in tickets from more than 2 different email addresses. (e.g. email from our institution, personal email, and partner institution email(like a work study th...
1 Answer
Nick Nunn
Last activity on 8/5/2022 3:23:54 PM by Mark Sayers
Ticket Notifications
Can I control which "standard attributes" appear in a ticket notification? I want to remove Due Date and Priority from all notifications as we NEVER use those. We have customized our notifications but even when I remove reference to those two at...
1 Answer
Jon Ricketson
Last activity on 8/5/2022 10:30:50 AM by Mark Sayers
Set Knowledge Base article based on ticket form choices
Is there a way to set the Knowledge Base article on a ticket based on the ticket form choices?
We can certainly do this via iPaaS, but wondering if there's something more obvious built-in.
We can certainly do this via iPaaS, but wondering if there's something more obvious built-in.
1 Answer
David Tod
Last activity on 8/4/2022 12:32:30 PM by Mark Sayers
People Attribute
Hello,
In a form, I am using a custom person attribute. In an attached workflow, I'm using a web service to change the title to include that custom attribute. I was wondering if there was any way to pull out the username of that custom pers...
In a form, I am using a custom person attribute. In an attached workflow, I'm using a web service to change the title to include that custom attribute. I was wondering if there was any way to pull out the username of that custom pers...
3 Answers
Danee Gunka Schwartz
Last activity on 4/13/2023 10:06:14 AM by Danee Gunka Schwartz
Passing data to a form via link?
Hello,
I'm trying to build an iPaaS form that simply exists to function as a page that displays some information passed to it.
This form needs to be accessible by a link contained within an email, and, as such, needs to contain the informatio...
I'm trying to build an iPaaS form that simply exists to function as a page that displays some information passed to it.
This form needs to be accessible by a link contained within an email, and, as such, needs to contain the informatio...
2 Answers
Emil Sayahi
Last activity on 8/26/2022 3:50:45 PM by Carrie Willis
Form Attribute to List Grid
Hello:
I would like to know if there is a most effective way to place a grid into a ticketing form? We would like to place a grid (preferably dynamic or expandable, but at least 7 x 3) to include people's names, roles, and email addresses.
...
I would like to know if there is a most effective way to place a grid into a ticketing form? We would like to place a grid (preferably dynamic or expandable, but at least 7 x 3) to include people's names, roles, and email addresses.
...
1 Answer
Anderson Hanchett
Last activity on 7/28/2022 3:36:56 PM by Mark Sayers
Attribute Dependencies
I need assistance in defining attribute dependencies on a form.
I am trying to create a form that asks the number of countries visited and based on the answer 1-4, it provides you with the ability to select the 1st country, start and end trav...
I am trying to create a form that asks the number of countries visited and based on the answer 1-4, it provides you with the ability to select the 1st country, start and end trav...
2 Answers
Tia Hughes
Last activity on 7/26/2022 4:42:52 PM by Tia Hughes