Questions

notifying on update error

We have had a continuing problem, starting between 2/11 - 2/13, when we try to update the feed of a ticket via the webAPI.
When we update the feed and have a custom email on the notify list it will through an error.
Here are a few of the ...
1 Answer
jeremy Busch Last activity on 2/13/2023 2:15:45 PM by Mark Sayers

changing ticket survey title

I need to make a change to the title of the ticket survey we're using in our main ticketing application. I see that the survey has an ID number, but we can't find anywhere to use that ID instead of the title of the survey. by editing the title of...
1 Answer
Becky Klein Last activity on 2/13/2023 1:39:18 PM by Mark Sayers

Checking if a Requestor is an Employee in a Condition Workflow Step

Good morning,
I'm working on various TDX workflows where, early on, we'd like to use a Condition step to check if an employee is making the request.
On TDX's User records, there is a checkbox for, "This user is an employee" (within the u...
1 Answer
Nate Sakovitch Last activity on 2/10/2023 9:56:33 AM by Brittany Renn

Asset import utility to add additional users to an asset

Is there a way to use the native import utility, in the Asset/CI app, to add additional users to an asset record? We already have an owner assigned but need a way to easily add additional users to the asset. Any help is appreciated!
1 Answer
Rob Rutherford Last activity on 2/9/2023 2:51:46 PM by Mark Sayers

Reporting on "Current Start Date"

Hi Mark - I am looking to create a Report that shows "New" projects with a Start Date in the past (ie: an audit report where projects should be "In Progress").
I am finding that my report filter is using the "Initial Start Date" in the logic,...
1 Answer
Taren Conley Last activity on 2/9/2023 2:43:27 PM by Mark Sayers

Simple things that just seem broken

Email notifications don't work:
- You update a ticket and you would think that there would be an email records send to the person who updated the record. Nope.
- Someone replies to a ticket that you are assigned to and there is no email n...
1 Answer
Tim Greenwald Last activity on 2/9/2023 10:03:01 AM by Mark Sayers

Change Management Workflow Switches Ticket to Service Request

Hello,
We are implementing change management in our environment and are running into an issue with an approval workflow. The Change form we use creates a Change ticket if the data entered does not trigger the workflow. If the criteria matches...
1 Answer
Jesse Gobeli Last activity on 2/8/2023 4:33:41 PM by Mark Sayers

Need to remove file robots.txt from our hosted system.

We are attempting to add our KB pages to our Google search, but we need to remove a file https://services.gvsu.edu/robots.txt . Do we have access to this directory on our hosted system? Would it be best to submit a ticket to TDX?
Relevant qu...
1 Answer
Jayne Dissette Last activity on 2/8/2023 2:57:00 PM by Mark Sayers

Issue with Task Emails not Being Recieved

I've had a handful of cases of staff reporting that they are not receiving emails when a task is being assigned to them. This doesn't not seem to happen on all tasks, but it's happening on a range of tickets and workflows.

One thing we noti...
1 Answer
Anne Adkins Last activity on 2/7/2023 3:34:57 PM by Mark Sayers

Projects vs. Workspaces

Now that they are completely separate, what are some guidelines as to which should be used when? or the differences between them.
1 Answer
Tanya Anderson Last activity on 2/7/2023 12:31:32 PM by Mark Sayers

Asset Intergration

Hello,

We will be using Allsight (sassafras) for importing our inventory assets. We already know that we can't automate our Asset Tag info such as ITS014516, but can TDX after it creates record ITS014516, but after a new record goes in ...
1 Answer
James Richard Last activity on 2/7/2023 11:39:40 AM by Mark Sayers

Template Tags in Response Templates

Hello,
When editing Response Templates in our ticketing apps, I'm only able to select TicketID, LastModifiedDate, and variations of the Requestor Name and Technician Name to insert into the template. There are significantly more options for ...
1 Answer
Pamela Jordan Last activity on 2/7/2023 10:31:42 AM by Mark Sayers

Email Reply Issues

At the University of Oregon, we had a mystery email reply outage for close to 24 hours (1/31-2/1), and we tried everything we could think of to correct the issue. We changed servers and authentication methods, and nothing worked. Then for the hec...
1 Answer
Tevis Boulware Last activity on 2/3/2023 12:53:04 PM by Mark Sayers

TDX Webhooks to iPaaS design

This is a design question about using webhooks with iPaaS. Given that TDX ticket webhooks trigger on common events (ticket creation, change, and deletion), it seems to me that there are two basic possible designs:
One webhook for each iPaa...
1 Answer
David Tod Last activity on 2/3/2023 10:00:20 AM by Mark Sayers

Groups

Is there a way to make a group that owns reports but cannot be assigned tickets?
1 Answer
JAMES HOUSEHOLDER Last activity on 2/2/2023 3:24:23 PM by Mark Sayers

Updating the Status of multiple tickets at once

Hi folks,
We're doing a clean up activity to move a large number of tickets from Resolved to Closed status.
Is there a way to change the status of a large number of tickets at once? Best way I can figure is to use TDNext > Ticketing Ap...
1 Answer
Erin Tramble Last activity on 2/2/2023 3:15:27 PM by Mark Sayers

Is there a setting to Notify Requester on Technician reassignment?

Could you please tell me if there is a current setting to Notify Requester on Technician Reassignment?
1 Answer
Will Tonkin Last activity on 2/2/2023 1:01:55 PM by Brittany Renn

Associating Task Templates to Ticket Templates

Hi team,
I'm looking to assign a task template to a ticket template indefinitely, but I cannot find a way to do this currently. Is this possible and if so, what is the solution to this?
Thanks
Charles
1 Answer
Charlie Joslin-Allen Last activity on 2/2/2023 11:08:09 AM by Mark Sayers

Asset/CI on Ticket Template

Is there a way to to define assets/cis for a ticket template. I know it can be added at the schedule settings, but our users would like to have it applied to a template they will manually apply. I've tried adjusting the form that is used and th...
1 Answer
Bill Harlan Last activity on 2/2/2023 9:28:32 AM by Mark Sayers

What's the best way to move a ticket in workflow AFTER a specific status change occurs.

I can't be the only one who wants to drop a ticket into the workflow and wait for a specific status to make it move to the next step in the workflow.
Do I have to create a loop with a timer and a condition?
This should be simple.
TjD
1 Answer
Tim Daugherty Last activity on 2/1/2023 3:14:46 PM by Mark Sayers

Group Task Notifications

I have read a lot of questions in regards to groups not receiving email notifications when tasks are assigned. Most of these are older and I would like an updated answer. Can groups get notifications of task assignments (not using task templates)...
1 Answer
Lori Brinkhus Last activity on 2/1/2023 1:08:30 PM by Brittany Renn

Ticket Workflows vs Full Admin Access

Do people tasked with building ticketing app workflows require full admin access in TeamDynamix and admin client?
2 Answers
Bodek Frak Last activity on 2/1/2023 10:12:10 AM by Bodek Frak

Services and Status Link

Is there a way to make it so that a ticket in TDNext can't be closed unless a Service Catagory has been chosen?
1 Answer
Teresa Amos Last activity on 2/1/2023 8:50:29 AM by Brittany Renn

Difference between ModifiedDate and UpdateCreatedDate?

Some default notification templates include both the UpdateCreatedDate and ModifiedDate variables, while others only include one. What is the difference between the two?
1 Answer
Theo Kell Last activity on 2/1/2023 8:56:06 AM by Brittany Renn

Webservice Method to Merge Ticket for Workflow.

Is it possible to create a web service method to merge the Ticket into another Ticket. We are wanting to know if we can add this into a Workflow so we can trigger to have the Ticket the Workflow is on merged into another Ticket under certain circ...
1 Answer
Pamela Mason Last activity on 1/31/2023 3:09:33 PM by Mark Sayers

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