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API Ticket Creation

I am able to use the tickets API to create a ticket using the appropriate form ID. This form has some custom attributes with default values.
When I view the ticket details in TDNext as a Tech or in Client as the Requestor, the ticket doesn't ...
1 Answer
Bobby Jones Last activity on 2/8/2022 4:20:46 PM by Mark Sayers

Using same mailbox for app-level email and replies?

So far, we have always configured a separate email reply monitor from the email monitor(s). As we move to app-specific email configurations - ticketins apps will have their own from address, email monitors, and reply address. Is it possible to us...
1 Answer
Bob Black Last activity on 2/8/2022 12:41:27 PM by Mark Sayers

Mixed environment for technicians supporting the same customers

What's the best approach for this situation:
Common customers where some support personnel are in the organization and setup a technicians in TDX and others, who support the same customers, are not technicians in TDX. For example: 3 technician...
1 Answer
Robert Kelly Last activity on 2/8/2022 11:53:13 AM by Mark Sayers

What is "Read By" based upon?

We noticed our tickets show "Read By" a number of technicians, even though most of those users never read the ticket. Why is that?
1 Answer
Scott Cory Last activity on 2/8/2022 9:04:15 AM by Mark Sayers

Is there a way to mark a ticket unread in list view?

Hello,
Tickets in list view are bold and once read by the user or an email, the ticket is marked read and is not bold anymore. Is there a way to manually mark these as bold or unread again?
Thanks.
Phuong
1 Answer
Phuong Hoang Last activity on 2/7/2022 12:33:59 PM by Mark Sayers

Weird SLA Violation

Please see the attached. Can you explain why the SLA was violated on this ticket? Is it because on 2/3/2022 the state transitioned from "On Hold" to "Closed" without going through "In Process"?
Thanks, Tevis
1 Answer
Tevis Boulware Last activity on 2/4/2022 11:45:17 AM by Tevis Boulware

Labels for X and Y Axes in charts

Is there a way of adding labels to teh X and Y Axes in the charts?
Thanks for your time!
Jayne
1 Answer
Jayne Dissette Last activity on 2/4/2022 12:39:46 PM by Mark Sayers

1st call resolution ticket

Hello
Would someone be able to assist me in getting a report created for "1st call resolution"? I need one for the month and one for the quarter. I am struggling on what columns I need and what ti filter. Any advice would be appreciated.
...
2 Answers
Lydia Jefferson Last activity on 2/4/2022 1:13:54 PM by Mark Sayers

Web Methods Using Project API

Is it possible to create a web method to be used in a ticketing application workflow that returns information about a project?
In my sandbox test, using the basic GET..tdwebapi/api/projects/list, the return message is "404 - File or directory...
1 Answer
Bobby Jones Last activity on 2/2/2022 3:32:14 PM by Mark Sayers

Can you retrieve the Resp Group ID from a ticket in a web service method?

I'm able to retrieve the Primary Resp UID from the ticket in a web service method and the Responsible Group Name but don't see one specific to the Responsible Group ID? Would like to create a new ticket with the same Responsible Group and User in...
1 Answer
Phuong Hoang Last activity on 2/1/2022 3:25:51 PM by Mark Sayers

Include Feed and attachments in Copy Ticket API

Hi All,
I am using this POST API to copy a ticket into another application.
https://##.teamdynamix.com/TDWebApi/api/130/tickets?EnableNotifyReviewer=false&NotifyRequestor=false&NotifyResponsible=true
Is there any way that I ...
1 Answer
Phil Thomson Last activity on 2/4/2022 1:01:21 PM by Mark Sayers

Tickets assigned to Locations

We have a building that is now being considered 2 buildings. In trying to set up the new building and rooms, some rooms in the old building have a large number of tickets. Is there a way to bulk change the Location Building and Room in said ticke...
1 Answer
David Robertson Last activity on 1/27/2022 2:37:31 PM by Mark Sayers

Issues with Mac Monterey

Has anyone reported problems with TeamDynamix and the new MacOS Monterey?
I upgraded my Mac from Big Sur to Monterey mid-November. I had no issues, except with TeamDynamix. The ticket would show that the connection was lost (see attachment M...
1 Answer
Heather Malecha Last activity on 1/26/2022 3:49:26 PM by Mark Sayers

Is there a way for a workflow to change who the ticket is assigned to?

Hello,
I would like for a workflow to change the ticket assignment to an individual or group, based on approval or rejection of a step. Is this possible? I cannot seem to find an obvious option to make this happen. I also cannot find any answ...
1 Answer
Shenandoah Bennett Last activity on 1/26/2022 2:51:44 PM by Mark Sayers

Trouble generating new MS OAuth 2.0 email auth account token

Hi
We are trying to create a new MS OAuth 2.0 application email auth account. This is replacing a Basic (IMAP) account.
After entering the Client ID and Client Secret, I try to generate the token, Microsoft asks to sign on with the email/...
2 Answers
Chuck Renninger Last activity on 2/7/2022 4:40:26 PM by Chuck Renninger

Web Service Not Showing in Workflow Builder

Please see the following, I have a web service that works as expected when testing, but when I try to reference the web service in a workflow step, I get a web service not found message.
https://www.screencast.com/t/JMb9KV6Oz4q

Can you p...
1 Answer
Tevis Boulware Last activity on 1/25/2022 4:43:57 PM by Mark Sayers

Shared Desktop is not refreshing

Greetings,
I am sharing a Desktop Template per instructions and it intitially worked great. I then make some changes, and the shared desktop does not update. I pushed it out again, but it was still the original desktop. The receiver refreshed...
1 Answer
Jayne Dissette Last activity on 1/25/2022 9:59:22 AM by Mark Sayers

On Hold as Default Status

I would like to have a Draft status as the default for a ticketing application. I don't want tickets with this status to appear in any lists or reports until they are in the New status. I thought I would give it a class of On Hold but it appe...
1 Answer
Bobby Jones Last activity on 1/25/2022 4:22:52 PM by Mark Sayers

Reassign Ownership of Report from User to Group

Is there a way to reassign the owner of a ticketing report to a group? If so, who would have access to do that and through which interface?
Thank You,
Mike Schuster
1 Answer
Mike Schuster Last activity on 1/24/2022 1:33:27 PM by Mark Sayers

Ticket Automation and Custom Attributes

Is there a way for ticket automation rules to set custom attributes for tickets created with a certain subject (specifically tickets coming in by email)? If not, is there another way to accomplish this? Thanks!
1 Answer
Matt Tino Last activity on 1/24/2022 10:56:26 AM by Mark Sayers

Who can manage time types on tickets and how broad should time types be?

Having read through the descriptions for permissions in the Security Roles at the organizational and application level, I'm not certain on what triggers the "Manage" button to show up in a ticket's T&E window for adding/removing time types on...
1 Answer
Anthony Nave Last activity on 1/21/2022 12:09:32 PM by Mark Sayers

On Hold Options question

I know there is a global on hold option to Automatically take tickets off hold when they are commented on but is there anyway to leave this enabled globally but turn if off for specific ticket types. The issue is that for IT purchases the techs...
1 Answer
David Marcinkowski Last activity on 1/21/2022 10:58:47 AM by Mark Sayers

Anyone on the project create a card

I want to use Card Walls to manage project work with the Scrum framework. I have the resources allocated to the project, I have the card walls created and I even have the lists on the card walls setup.
I want the project team to start buildi...
1 Answer
Job Dittmer Last activity on 1/19/2022 9:33:02 AM by Mark Sayers

Favorite forms

I don't see the capability and am not sure if it is even possible (may need to submit an enhancement request). I know that you can pin forms within the TDNext system but is there a way to mark forms as a favorite so that you don't have to scroll ...
1 Answer
Lydia Jefferson Last activity on 1/18/2022 3:13:30 PM by Mark Sayers

Using forms to update the type

When an email comes in it is set to a email Type. In the past, we updated the form to whatever applied to the ticket and anything we had set as default would get applied to the ticket including Type. For some reason now the Type is not being upda...
1 Answer
Jessica Bryson Last activity on 1/18/2022 2:13:41 PM by Mark Sayers

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