Questions

Remove a Time Type from a Ticket Type

Following https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=3745 , I am unable to remove a time type from a ticket type. When I add a time type that is only needed for certain types within a specified application, it appea...

1 Answer

Sheila McBride Last activity on 9/30/2024 11:31:49 AM by Mark Sayers

Ticket Notification Template - adding only comments

The UPDATETEXT tag on notification templates adds in when attributes change. Is there a tag for just the comment? I want to exclude the strike-through text and only include the underlined in the below example.
From: Purdue Services < p &...

1 Answer

Charles Morgan Last activity on 9/27/2024 4:19:19 PM by Brittany Renn

Hidden Fields Showing on Tickets

Hello, I have a couple of hidden fields on a form, which are hidden to both Client, TDNext view, and configured to not-Client. I use these for temporary values storage; however, the hidden fields appear on the ticket form.

https://app.scre...

1 Answer

Tevis Boulware Last activity on 9/27/2024 9:08:31 AM by Tevis Boulware

Import Assets to a specific from

When I do an import it is uploading to the default asset form. I have forms for each type of asset as some of the information needed is very different. Is there a way to tell the import that these items need to go with the Phone (moblie) form fo...

1 Answer

Gary Sheldon Last activity on 9/27/2024 1:05:55 PM by Brittany Renn

Can a ticket's classification be changed?

Can we change an existing ticket's classification from service request to change?

1 Answer

Sheila McBride Last activity on 9/26/2024 10:03:01 AM by Mark Sayers

People Import (API) setting User Active = False

Since August I noticed that the number of Inactive TDX user accounts has increased and it appears to be from the people import. We typically do not set any account to inactive because it created duplicate account the next time a user signs in to...

2 Answers

Scott Cory Last activity on 9/25/2024 5:33:58 PM by Scott Cory

Reporting on "Created by" for former employees

We employ a large number of student employees in our Service Desk who work for a semester or two then they leave. We also remove them from our Service Desk groups when they leave. We are struggling with trying to pull accurate reports of tickets ...

2 Answers

Paul Lupeituu Last activity on 9/25/2024 4:00:24 PM by Paul Lupeituu

Changing requestor on scheduled tickets

Recently we had a management change and in the process - the old manager changed the owner of all their scheduled tickets to the new manager, however the requestor is still coming through on these tickets with the old manager being the requestor....

1 Answer

Darla Bury Last activity on 9/25/2024 10:15:26 AM by Brittany Renn

CAI and Canvas Intergration

Hi!
Does anyone know if CAI supports any integrations without iPaaS? We have Canvas, and it would be nice to pull data to CAI.

1 Answer

Michael Rodriguez Last activity on 9/24/2024 2:52:22 PM by Mark Sayers

Time off and capacity planning

Hello team,
If we want our users to enter their planned time off to reduce their capacity accordingly, should they do it
- in their time cards (in the Time off tab); or
- in their projects/workspace directly (as scheduled hours)?
...

1 Answer

Constantin de Boisseson Last activity on 9/24/2024 12:34:47 PM by Mark Sayers

Current User

Can the Current User be prefilled or defaulted on a ticket form that is initiated from TDNext? I know it is prefilled on ticket forms on the Services Portal, but not so on ticket forms initiated from TDNext. Why is that?

1 Answer

Jon Ricketson Last activity on 9/24/2024 10:41:59 AM by Mark Sayers

Project App Milestones

If you don't include a project plan or card wall, how can you manually add tasks/milestones?

1 Answer

Tara Ybarra Last activity on 9/23/2024 2:40:33 PM by Mark Sayers

'In Use" status not showing up

We have some assets that if we go to edit them, there is nothing in the status field (screenshot included) how would I search for these? I do not see a selection of "Blank" to sort by

1 Answer

James Richard Last activity on 9/20/2024 2:37:22 PM by James Richard

Project App milestones

When creating a project in the Project App, do you HAVE to include a card wall or project plan?

1 Answer

Tara Ybarra Last activity on 9/23/2024 1:36:17 PM by Mark Sayers

Assigning an asset to a Group in TD

Good morning!
I'm trying to figure out how we can assign an owner for some of our assets that is a TD Group instead of an individual person. This will be used when we import our servers into TD.
I was thinking I could create a custom at...

1 Answer

Kay Brewer Last activity on 9/23/2024 1:20:52 PM by Mark Sayers

How can I prevent my IPaaS flow from continuously looping?

Hello,
I'm currently working on an IPaaS flow that notifies a user external from our organization of a ticket when it has been updated. The issue I am facing is that once the ticket has been updated, the email is sent to the external user and...

1 Answer

Elliot Beckman Last activity on 9/20/2024 4:52:45 PM by Mark Sayers

How to "Patch CI" in iPaaS or "Add CI to Ticket"

There is a method "Patch Asset" in "TDX Assets and CI" connector, but there is no "Patch CI," as far as I can see. Is there some kind of workaround that I could use to modify the value of just one attribute on the CI record?
Ditto for "Add A...

1 Answer

Bodek Frak Last activity on 9/20/2024 2:30:55 PM by Mark Sayers

Project change requests

Hello,
Is there a way to enter and manage project change requests in TDNext?
Thank you
Constantin

1 Answer

Constantin de Boisseson Last activity on 9/20/2024 12:10:56 PM by Mark Sayers

Service Request Ticket Form

If I create a form for a new service request, is there a way to remove the template drop down once you select it from the pinned area in TDNext?

1 Answer

Nick Christiansen Last activity on 9/20/2024 11:36:16 AM by Mark Sayers

Reply to Requestor

Hi,
I'm trying to turn off Reply to Requestor in our EIT Security App. I turned it off in settings and on the service. But the requestor, which will be an automated alert, should not get a receipt.
Ideas?

1 Answer

Sheila McBride Last activity on 9/19/2024 2:43:37 PM by Mark Sayers

Ticket Requestor Card

Are we able to edit what appears underneath the Requester section of a ticket?

1 Answer

James Lockhart Last activity on 9/19/2024 2:18:21 PM by Mark Sayers

RFI - Duplicate Checking

Hello,
When bulk updating assets via a spreadsheet using Asset Import, is there any thought of adding the option to run duplicate checking against the serial number too? By default, I understand the External ID and Service Tag field do this....

1 Answer

Eric Starkey Last activity on 9/19/2024 1:49:27 PM by Mark Sayers

Sandbox

This is probably a strange question, but what would be the address for our sandbox. I use it so infrequently, that I cannot remember and I am being asked for it.
Tried what you wrote, but it is not taking me anywhere.
I usually type in u...

1 Answer

Mathew Chandler Last activity on 5/5/2022 3:15:42 PM by Mathew Chandler

Web Service Update Ticket

Hi,
I want to build a webservice method for a workflow step that will update only the status of a ticket. I built such a method, https://support.einsteinmed.edu/TDAdmin/EC907A1C-A5B8-423A-B989-B2165ED67FDF/2739/WebServiceMethods/Index/#/438...

2 Answers

Sheila McBride Last activity on 9/19/2024 12:05:21 PM by Mark Sayers

Location Import Template

I'm trying to set up Locations in our Sandbox environment for the first time.l On the Location Import Template spreadsheet, the Asset Room Required column has the following options: 0, 1, T, F, True, False
What is the significance of these op...

2 Answers

Nicki Crosby Last activity on 9/18/2024 4:17:18 PM by Brittany Renn

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