Questions

Ticket Assignment Control

We would like to limit which groups the members of our Help Desk group can assign tickets to. Is this possible?
1 Answer
Gary Young Last activity on 3/7/2022 10:45:31 AM by Mark Sayers

Email replies monitor add comment by itself

Hi there,
sometimes, when a technician adds a comment in the ticket app, the email replies monitor append another comment (looks like a text version of the reply sent to the requestor) afterward.
Is there a way why this happening? It seem...
2 Answers
Jack Chou Last activity on 3/3/2022 2:59:43 PM by Jack Chou

Restrict technician ability to Create/Set Parent

Hello,
We have a role for restricted technician that only allows them to update tickets that they are assigned. However, they still have the ability on any ticket to create and set parents (Problem, Change) that they can then cascade updates ...
1 Answer
Anthony Nave Last activity on 3/2/2022 1:08:59 PM by Mark Sayers

How to give permission to create a new project

Hi,
We assigned the projects/workspaces application (among others) to one of our users, however she is not able to create a new project. It does not show up as an option when she selects +New. She only sees Risk, Issue, Event, Report and Repo...
1 Answer
Gretchen Cannon Last activity on 3/1/2022 3:07:30 PM by Mark Sayers

Scheduled Ticket Delays and Report Delivery Delays for Weekends

Hello again:
I have been able to set up a scheduled ticket for the first of each month. I wanted to ask if there would be a way to delay creation of such tickets (as well as email delivery of ticket reports) for the following Monday if the fi...
1 Answer
Anderson Hanchett Last activity on 3/1/2022 9:41:02 AM by Mark Sayers

Using Workflows to Assign Ticket Responsibility

Is there a way to use ticket workflows to assign tickets a new primary responsibility after a ticket task is completed? I have been experimenting with various types of step sin workflows, but it appears that only the tasks are assigned, but the t...
1 Answer
Anderson Hanchett Last activity on 2/28/2022 12:29:22 PM by Mark Sayers

Notifications when ticket is re-opened

In one of our applications we have it set up to where a new request is opened if the request is commented on after 7 days a new request is generated. If the request is commented on within the 7 days, then the same request is re-opened. One of our...
1 Answer
Gabriela Barragan Last activity on 2/25/2022 3:06:19 PM by Mark Sayers

Ticket Creation via API

Hello, TDX Community:
I wanted to ask if there is a most effective way via API or other means to automatically generate tickets. For instance, if we wanted to schedule the creation of tickets on weekly or monthly intervals for tasks completed...
1 Answer
Anderson Hanchett Last activity on 2/25/2022 12:17:07 PM by Mark Sayers

Ticket task start date not moved earlier based on predecessor end date

I have a ticket task template that contains a succession of ticket tasks where each rely on a predecessor to be completed before becoming active. When a task completes, the succeeding task's start date usually is moved earlier to line up with the...
2 Answers
Greg Van De Mark Last activity on 11/30/2022 1:17:43 PM by Diane Kubarek

Status of Updated Tickets

When our technicians reply to a service request (and expect a response from the customer), they set the status to On Hold. When the customer replies, the status reverts back to the last off-hold status (in this case "In Process.") The technician ...
1 Answer
chelsea doyle Last activity on 2/25/2022 8:53:21 AM by Greg Van De Mark

Ticket count report

Hello
I am trying to create a ticket count report for each department. I am getting what I want for the most part except it is not doing a total department count. Would anyone know how to structure the report to give me a total department co...
1 Answer
Lydia Jefferson Last activity on 2/25/2022 9:11:45 AM by Mark Sayers

Email replies monitor for client portal and asset / CI app

Hi there,
Can I get clarification on what the email replies monitor does for the client portal and asset / CI app? Is the following correct based on my testing?
Client Portal
Knowledge base feedback - outbound email settings
Kno...
1 Answer
Jack Chou Last activity on 2/24/2022 2:46:05 PM by Mark Sayers

Using Relationships and Developing a CMDB Between Two Applications

Hello,
We are in the very beginning of developing relationships between our assets and creating a CMDB, however we have two asset applications -- would it be possible to develop relationships/CIs between applications? Or would it be more ben...
1 Answer
Em Charny Last activity on 2/24/2022 2:30:37 PM by Mark Sayers

URLs for applications

We have several areas that are not part of our core service that have applications within our instance. Our instance is itsupport.ou.edu. For those areas that have apps in our instance, it would be preferable if they could have URLs that do not...
1 Answer
Robert Kelly Last activity on 2/24/2022 11:32:19 AM by Mark Sayers

Details of Knowledge base permissions

I am unable to locate the list of KB permissions and what each means in detail. IE. always edit articles, etc. are very generic and do not provide any specific details as to what that actually means. Where is this detailed article
1. I am...
1 Answer
Amy Hamman Last activity on 2/24/2022 9:26:05 AM by Mark Sayers

Delete vendors and contacts?

I just want to confirm that we cannot delete vendors or contracts in Inventory?
1 Answer
Alex Oquendo Last activity on 2/22/2022 2:15:50 PM by Mark Sayers

TD and pronouns and diacritical remarks

Does TD accept pronouns like him/her/them?
Does TD accept diacritical marks like a tilde above a letter?
1 Answer
Alex Oquendo Last activity on 2/22/2022 11:40:23 AM by Mark Sayers

Ticket Task Templates

When adding a Task Template to a Change type ticket, there are three radio buttons for Start Date. I have three independent tasks and no matter which radio-button I select, the Start Date doesn't populate on the tasks. Also, which one of these is...
1 Answer
Bobby Jones Last activity on 2/22/2022 9:31:29 AM by Mark Sayers

iPaaS: CSV File unable to read commas

I am working on importing data from a CSV file to the Asset/CIs application. In the file some of the data contain commas. To prevent this, I have put the data in double quotes. Unfortunately, the commas are being read as newlines instead of a ...
1 Answer
Tyler Duncan Last activity on 2/21/2022 11:36:27 AM by Mark Sayers

iPaaS Run Flow: Manually from within TDX iPaaS

I'd like to run one of my flows manually, but without having to key in each field in the Flow Input, but instead, copy and paste the JSON data to run. Is this possible?
1 Answer
Tyler Duncan Last activity on 2/21/2022 1:41:46 PM by Mark Sayers

change Management

We are using Change management and have a classification for Emergency Changes... something that is critical and needs to be done immediately and all technicians get notified via email in our work flow. Our problem is the emails look identical to...
1 Answer
Scott Tilghman Last activity on 2/18/2022 1:50:50 PM by Mark Sayers

Maintenance Release Notes

Is there any way to subscribe to receive email notifications when maintenance release notes are added? We've mostly monitored this manually in the past and wanted to make sure there wasn't another way.
Thanks!
1 Answer
Nick Nunn Last activity on 2/18/2022 9:34:30 AM by Mark Sayers

TDX Workflow Capabilities

When a user completes the admin request form, I want them to complete training and take a quiz certifying they understand. Is there is a way I can incorporate a method of asking questions, like a quiz? The workflow I am thinking of goes like this...
1 Answer
Valencia Ingram Last activity on 2/17/2022 12:26:13 PM by Mark Sayers

Maximum number of choices in a drop down custom attribute

Hi guys,
What's the maximum number of choices we can have for a drop down custom attribute?
Thanks,
Erin
1 Answer
Erin Tramble Last activity on 2/16/2022 3:51:11 PM by Mark Sayers

Configure security role that can only edit Custom Attributes?

Hi,
We're setting up a new department with its own TDx ticketing application. They have a need to manage the content some of their own custom attributes (think: drop down list options for approved textbooks.) Is there a way to set up a user s...
1 Answer
Erin Tramble Last activity on 2/16/2022 3:50:09 PM by Mark Sayers

Popular Tags