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General QuestionsConfiguration Item Owner Field Customization
Is there any way to customize the default "Owner" field in regards to Configuration Items?
Specifically, we're trying to create software CI's and when adding a the owner, who is typically an end user (non-employee/participant), we have to cli...
Specifically, we're trying to create software CI's and when adding a the owner, who is typically an end user (non-employee/participant), we have to cli...
1 Answer
Jacob Gladfelter
Last activity on 3/15/2022 8:56:24 AM by Mark Sayers
Distribute Tickets among Technicians in a Group
Hello! We have a group of technicians who will be responding to a high volume of tickets daily, and these tickets will be of the same type. In our previous ticketing system, a manager would bulk assign tickets to the team members (without regard ...
1 Answer
chelsea doyle
Last activity on 3/11/2022 3:54:23 PM by Mark Sayers
Automatic Asset IN use when assigning to a ticket
I think iPAAS is needed but wanted to see if there was anyway to make an asset in use automatically when assigned to a ticket?
1 Answer
James Richard
Last activity on 3/11/2022 2:25:11 PM by Mark Sayers
Assets under Contract
I see how to add an Asset to a Contract by selecting the Asset tab on the Contract. However, I have about 2000 assets to associate with an annual maintenance & support contract. Is there a way to automate the relationship between a contract...
1 Answer
Dave McKenna
Last activity on 3/10/2022 4:58:46 PM by Mark Sayers
Ticketing Application "Purpose"?
When creating a new (or editing) a ticketing application in TDAdmin, there is a pre-filled dropdown for "purpose" that requires selection. Is there any changes in behavior or functionality in TDX by choosing one of these over the other. Is it jus...
1 Answer
Anthony Nave
Last activity on 3/10/2022 4:45:21 PM by Mark Sayers
Workflow API Call to Obtain Ticket Description
Good morning:
I have looked over the Web API for workflows and it seems that there is no method for obtaining a ticket's description.
I want to create a workflow that will reassign tickets to other applications if they have particular key...
I have looked over the Web API for workflows and it seems that there is no method for obtaining a ticket's description.
I want to create a workflow that will reassign tickets to other applications if they have particular key...
1 Answer
Anderson Hanchett
Last activity on 3/9/2022 1:58:40 PM by Mark Sayers
Link to Ticket Calendar?
Is there a URL that we can use to link someone directly to the ticket calendar standard report in a ticketing application? It doesn't have the option to show details or grab a report URL like other reports from what I can see. Thanks!
1 Answer
Steve Aker
Last activity on 3/8/2022 1:41:36 PM by Mark Sayers
Retaining PDF Edits on Attachments to Tickets
Hello TDX Community - I am hoping you can provide some advice on how to retain PDF Edits to attachments on Tickets.
Scenario - We have a Form for our Procurement department in which we are routing contracts for review and approval through TDX...
Scenario - We have a Form for our Procurement department in which we are routing contracts for review and approval through TDX...
1 Answer
Nick Pearson
Last activity on 3/8/2022 5:47:15 PM by Bobby Jones
New Ticket Schedule
Does iPaaS support the creation of scheduled tickets? If so, which parameter must be set to enable the scheduled ticket?
1 Answer
Tyler Duncan
Last activity on 3/8/2022 10:11:07 AM by Mark Sayers
Ticket Tasks
What are the rules for determining whether a ticket task displays on the ticket details in TDNext? I thought it was until the task was assigned but it also seems to be date aware, too. Do these same rules apply to Maintenance Activity Tasks?
1 Answer
Bobby Jones
Last activity on 3/7/2022 3:54:20 PM by Mark Sayers
What is the version of Bitbucket that is supported?
I followed the instructions for setting up source control. When I use the instructions for Setting Up the Bitbucket Connection I do not see a trigger for Commit comment created . In the API response it seems to be looking for a different hook....
1 Answer
Jason Raveling
Last activity on 3/7/2022 11:39:37 AM by Mark Sayers
Workflow notification footer
In production, notifications generated in a workflow step have a footer about commenting with the ticket alphanumeric code. Can we customize the email to remove this?
e.g.
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----
1tMH77...
e.g.
----TEAMDYNAMIX DO NOT ALTER OR REMOVE THIS CODE----
1tMH77...
1 Answer
David Tod
Last activity on 3/7/2022 10:51:56 AM by Mark Sayers
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...
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
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 ...
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...
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...
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...
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...
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...
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...
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