Questions

Delete a Service Offering?

How do you delete a service offering from a service? See the attached, but it doesn't look like there is an ability to remove a service offering.
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 7/13/2022 2:58:11 PM by Mark Sayers

Project on hold duration reporting

I have been asked to produce on hold metrics for our projects. Things like how many times a closed project went on hold during execution, max/median on hold duration, etc. There doesn't seem to be a way to get this info, so I am having to pour th...

1 Answer

Kevin McDonald Last activity on 7/13/2022 10:33:37 AM by Mark Sayers

Set the requestor to an email address

Maybe I'm going down the wrong path:
When an email comes in from an outside address (parent, vendor, etc), the 'Requestor' on the new ticket from the email monitor is set to that address. It doesn't create a user (that I can see), but we c...

1 Answer

John Shearer Last activity on 7/13/2022 10:05:06 AM by Mark Sayers

Ticket Task ID compared to Ticket ID

In our instance, Our first Ticket Task ID is in the 10000 range. Our first ticket ID started at 1.
What I'd like to ask is the task ID and ticket ID aren't exclusive pools of numbers right? Eventually, after a few months, we'll have both a T...

2 Answers

Bill Harlan Last activity on 7/8/2022 11:06:49 AM by Mark Sayers

Writing Custom Attributes in Assets with API

Hello,
I'm trying to create an Asset with an API call from a workflow. I have got the system to create the asset, but it seems to be ignoring my custom attribute portion. Here is my body:

{
"AppID":130,
"Name":"{{Name}}",
"StatusID...

1 Answer

Matthew Magee Last activity on 7/7/2022 4:02:10 PM by Mark Sayers

Group notifications to a shared email address

Hi,
We have a team that prefers to have their notifications go to a shared email (e.g. ITSM@nscc.ca) instead of individual users.
Is there any way to have Group ticketing notifications sent to a shared email address? The only solution I c...

1 Answer

Erin Tramble Last activity on 7/7/2022 11:10:12 AM by Mark Sayers

Adding Favorites in TDNext

Good afternoon:
One of our users has a "Favorite Services" tab in TDNext, and would like to add additional services to the list.
I do not seem to have this when I load TDNext, and I would like to know how to add the tab and how users can ...

1 Answer

Anderson Hanchett Last activity on 7/5/2022 11:31:19 AM by Anderson Hanchett

People Import Processor Task Templates

I am working with importing users via API. The People Import Processor service has two HTML templates for "success" and "error" that can get sent out. Is there a list of attribute tags that can be used in these templates to add additional informa...

1 Answer

Andrew Renfrow Last activity on 7/8/2022 3:11:12 PM by Mark Sayers

Tagging Someone in Slack from Web Service Method

I have a web service method I use to post to Slack. I'm wondering if it's possible to tag the person listed in the {{Responsibility}} field. That's a parameter in my method. When I try adding it in the Body like the following, it doesn't come ...

1 Answer

Mike Schuster Last activity on 7/5/2022 4:55:42 PM by Mark Sayers

Report Filtering

Hello! We are using ticket reports to organize work on our desktops. One of these reports is "Tickets Waiting for Assignment." All of our tickets come in with a default responsible group assigned. They appear in this report and, theoretically, wi...

1 Answer

chelsea doyle Last activity on 6/30/2022 4:14:26 PM by Mark Sayers

Alert/Notification Email Mapping

Our campus is consolidating from two email domains to one. We want to update all Primary Email and Alert/Notification Email to be the same (username@csuchico.edu). I was testing with the .xlsx people import template and there is no header for A...

2 Answers

Scott Cory Last activity on 7/6/2022 4:56:51 PM by Scott Cory

API Logs

I am trying to trouble should an issue with our BeyondTrust integration, specifically several fields that should be in the body are not appearing in the Description field of the ticket created. Is it possible to view the data being received by t...

1 Answer

Scott Cory Last activity on 6/30/2022 1:57:44 PM by Mark Sayers

cascading attributes on ticketing forms - does hidden parent mean hidden children?

I'm using cascading attributes on forms. I'd like the parent attribute to be hidden (because I'm setting it to a non-changeable default value and I want the form to not be cluttered) but I'd like the child attribute to be editable. I'm hiding the...

1 Answer

Greg Van De Mark Last activity on 6/29/2022 3:25:04 PM by Mark Sayers

Exporting List of Users with Alert/Notification Email

Good afternoon:
Sorry to flood the forum with questions, but I am attempting to export the list of employees in preparation for implementation of asset management.
I am able to filter our list of users by employees only, but I wanted to a...

1 Answer

Anderson Hanchett Last activity on 6/29/2022 9:48:01 AM by Mark Sayers

Asset Forms

I have created some new asset forms for our CMDB, but they do not appear to be selected when someone clicks on +Asset.
What do I have to do so that they appear and can be used?

1 Answer

Mathew Chandler Last activity on 6/28/2022 1:28:48 PM by Mathew Chandler

Response Template Usage?

Good morning. Is there any way to report, or get data, on response template usage?
Thanks, Tevis

1 Answer

Tevis Boulware Last activity on 6/28/2022 1:54:12 PM by Mark Sayers

Technician view of which Groups they are in

Hi,
I feel like I've asked this before, but can't find anything. Is there any way for a Technician to see which Groups they are currently a member of?
Thanks,
Erin

1 Answer

Erin Tramble Last activity on 6/28/2022 10:07:15 AM by Mark Sayers

Status last changed by

Trying to do some reporting on by whom tickets are disposed by, either by resolving or cancelling (or closing even though that's not our S.O.P.)
Am I correct that the Resolved By field only looks at who set the status to resolved. Is there a...

1 Answer

Bill Harlan Last activity on 6/24/2022 1:07:10 PM by Mark Sayers

Do tickets come off Hold when a workflow approval task is approved/rejected?

Hi guys,
If we have "Automatically take tickets off hold when they are commented on" selected, will the ticket come off Hold when a workflow approval is completed? What about when a normal workflow task is Marked Complete?

Than...

2 Answers

Erin Tramble Last activity on 6/27/2022 5:52:00 PM by Erin Tramble

Question Around Roadmap Functionality for Projects and Workflows for Project Closeouts

I have 2 questions, first is around roadmap functionality for projects. We currently have a separate project plan that we created and insert all of our projects, with time lines, into this to display a makeshift roadmap.
1) Is there an automa...

1 Answer

Robert Childs Last activity on 6/22/2022 11:36:46 AM by Mark Sayers

Can No Longer View Certain KB Article

Good afternoon,
Last week, I was able to view the article at this URL: https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=39803 Today, I'm being told I have no permissions, and I did verify that I am signed in to the TD...

1 Answer

Courtney Dobbs Last activity on 6/22/2022 10:11:37 AM by Mark Sayers

Automatically Notify Technicians if Ticket is Canceled

Hello:

I would like to ask if there is a way to add a particular technician to notifications if tickets are canceled with particular custom attributes selected? Would it be necessary to implement a workflow with notification steps?

Usin...

1 Answer

Anderson Hanchett Last activity on 6/21/2022 1:13:46 PM by Mark Sayers

Ticket Attribute Type for selecting an Asset

Any plans to add a Ticket Attribute Type to allow a user to select an Asset similar to how the Person Ticket Attribute Type works to select a Person? We need to capture the Asset Serial Number in a Ticket in order to update that Asset using the ...

1 Answer

Jon Ricketson Last activity on 6/21/2022 12:59:37 PM by Mark Sayers

Creating Ticket Template With Multiple Ticket Tasks

Hi there,
I have yet to find something that directly addresses what I want to do. I assume that I need to use the Workflow function to achieve this, but want to make sure.
When a new tech starts we have to grant them a bunch of accesses. ...

1 Answer

Damon Stennett Last activity on 6/20/2022 1:16:21 PM by Mark Sayers

Public Desktop Template

Hello Mark,
I can I create a public desktop without changing the owner?
Ida

1 Answer

Ida Jones Last activity on 6/17/2022 4:26:55 PM by Mark Sayers

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