Questions

On Hold Options question

I know there is a global on hold option to Automatically take tickets off hold when they are commented on but is there anyway to leave this enabled globally but turn if off for specific ticket types. The issue is that for IT purchases the techs...

1 Answer

David Marcinkowski Last activity on 1/21/2022 10:58:47 AM by Mark Sayers

Anyone on the project create a card

I want to use Card Walls to manage project work with the Scrum framework. I have the resources allocated to the project, I have the card walls created and I even have the lists on the card walls setup.
I want the project team to start buildi...

1 Answer

Job Dittmer Last activity on 1/19/2022 9:33:02 AM by Mark Sayers

Favorite forms

I don't see the capability and am not sure if it is even possible (may need to submit an enhancement request). I know that you can pin forms within the TDNext system but is there a way to mark forms as a favorite so that you don't have to scroll ...

1 Answer

Lydia Jefferson Last activity on 1/18/2022 3:13:30 PM by Mark Sayers

Using forms to update the type

When an email comes in it is set to a email Type. In the past, we updated the form to whatever applied to the ticket and anything we had set as default would get applied to the ticket including Type. For some reason now the Type is not being upda...

1 Answer

Jessica Bryson Last activity on 1/18/2022 2:13:41 PM by Mark Sayers

Limit access to a ticket comment response template

Hello --
Is there currently any way to limit access (by group or individual) to ticket comment response templates?
E.G. I have Template Categories of:
Ticket Follow Up
Ticket/Task Closure
I would like to be able to limit which...

1 Answer

Daniel Epley Last activity on 1/14/2022 2:39:05 PM by Mark Sayers

Can I have a third line on a line chart?

I am working on some reports and charts and need to add a third line. Are we limited to two? I understand there is a limit of 10 for pie charts and is there a list of limits we can reference?
Additionally, is there a way of importing a chart ...

1 Answer

Jayne Dissette Last activity on 1/14/2022 12:43:38 PM by Jayne Dissette

Archived KB Search Results

Has anyone had any luck getting archived KBs to show up at the bottom of search results? I've tried making updates based on what is weighted but no luck.

1 Answer

Morgan Cranston Last activity on 1/13/2022 4:37:14 PM by Mark Sayers

Convert Microsoft OAuth 2.0 (IMAP) to Microsoft OAuth 2.0 (API)

Is there any way to convert an existing Microsoft OAuth 2.0 (IMAP) to a Microsoft OAuth 2.0 (API) aside from creating a new Email Auth Account and deleting the old one?

1 Answer

Scott Cory Last activity on 1/12/2022 4:53:12 PM by Mark Sayers

Inconsistent Search Operations

Hello, please see the attached screen capture from one of our technicians. The search function in TDNext doesn't seem to be consistent.
Any ideas?

1 Answer

Tevis Boulware Last activity on 1/12/2022 9:15:34 AM by Mark Sayers

Clarification on the built-in Ticket History report

Hello,
I've created a report that I'm exporting into Excel, then importing into Power BI, to show a breakdown by Type Category of all TDX tickets created over a specific time frame.

I noticed that the numbers in my report vary from...

1 Answer

Seth Long Last activity on 1/11/2022 1:14:46 PM by Mark Sayers

Can we determine if a report is being used on someones desktop?

Hello,
I am trying to clean up reports in our instance. Obviously I can see when a report was last run and by who, however, I believe some reports are not "ran" but simply sit on someones desktop. There are reports that have not been ran in a...

1 Answer

David Mitchell Last activity on 1/11/2022 1:06:07 PM by Mark Sayers

Create "Person" Records for new requestors

Hi Mark, this is a new one for me. We have a service that allows non-TDX users to create tickets and are getting the "This message was proxied because the email address". I see that you addressed this in the following question:
https://solu...

1 Answer

Tevis Boulware Last activity on 1/11/2022 1:00:26 PM by Mark Sayers

Knowledge Base report

In the Knowledge Base report, you can select Owning Group. But nowhere in the KB Article can I find a place to update this field. Here is what I am trying to do.
As there are no notifications built into the KB system that I've been able to se...

1 Answer

David Robertson Last activity on 1/11/2022 8:56:10 AM by Mark Sayers

Ticket Due Date - not email generated - where to set the default?

I have reached my 1 hour search limit, so I am asking.
It appears I missed it during our implementation. Our tickets all seem to be defaulting to a due date of 1 day.
I have searched here and seen several references to the ability to chang...

1 Answer

Michael Sollie Last activity on 1/10/2022 10:02:45 AM by Mark Sayers

Create a project report with a gantt chart

I would like to create a project report that shows a gantt chart. I have put all my projects in one program and can create a report to show Name and Start and End dates. I want to have a visual representation of the data - similar to a Gantt char...

3 Answers

Mark Juzwiak Last activity on 1/7/2022 12:43:21 PM by Mark Juzwiak

IP Addresses used by iPaaS

Does the "IP Addresses" article (https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=6725) also include IPs used by the iPaaS functionality? It's not listed in the list of applications, so I wanted to make sure.

2 Answers

Christopher Myers Last activity on 1/7/2022 2:14:57 PM by Mark Sayers

Merging Multiple Tickets

Is it possible to merge multiple tickets? Or is possible to merge tickets from the main "Tickets" tab (All open tickets)

1 Answer

Alex Oquendo Last activity on 1/7/2022 10:20:05 AM by Mark Sayers

Web API - Edit Project

Received a message of "You do not have permission to modify this project" when trying to update a project via the Web API.call to /TDWebApi/api/projects/{ID}
Verified that the API user has access to TDAnalysis and TDProjects .
Also ver...

1 Answer

Quan Chung Last activity on 1/6/2022 2:45:10 PM by Mark Sayers

Completed Ticket Options question

Hello,
I just wanted to get some clarity before we turn it on. How does the "Completed Ticket Options" actually work? I understand it as if I were to turn this on, set the days to 5 for example and set the status to "closed", tickets that hav...

1 Answer

David Mitchell Last activity on 1/6/2022 2:36:39 PM by Mark Sayers

Capturing email in the To: and CC: lines

I have looked in the KB to try to find a good answer to the "emails being stripped when a ticket is created" problem. I understand that the system functions this way and that an enhancement is forthcoming at some point (ID #2693127 in the articl...

1 Answer

James Tiggett III Last activity on 1/10/2022 11:54:26 AM by Mark Sayers

Is it possible to include Asset/CI in the General tab of a ticket?

Hello,
Our system administrators are using the asset/CIs attribute to add servers to a request form that they have. They would like to know if it is possible to have those servers show up on the "General" tab in the request form instead of j...

1 Answer

Betsey Shutts Last activity on 1/5/2022 4:09:09 PM by Mark Sayers

Stacked Bar Report

We've been asked if TDX can create stacked bar reports. When building a report, I have to say no, but looking at the Standard Reports> Ticket Aging it is a stacked horizontal bar. So is there a way for us to generate that type of graph?

1 Answer

David Robertson Last activity on 1/5/2022 2:09:35 PM by Mark Sayers

Attributes Tags in Response templates

We use response templates I was wondering if we could tag our unique attributes in these response templates?
For examplate:
Hello {{RequestorFirstName}},
The requested access has been removed for user FULL NAME, STUDENT NUMBER.
T...

1 Answer

Jessica Bryson Last activity on 1/5/2022 2:38:46 PM by Mark Sayers

knowledge base: integrating a process library (adding many internally-focused articles to an externally-focused application)

Has anyone integrated articles into TDX where only people behind the curtain can see them? We have a couple - things that customers can't do for themselves due to such things as needing local admin rights. Now we are thinking about broadening thi...

1 Answer

Greg Van De Mark Last activity on 2/21/2022 10:39:34 AM by Mark Sayers

Forms Programming - Dynamically Changing Titles

Instead of setting a "static" title for a form (which can turn into a ticket) I would like to have the title based on selections in the form. Is this possible?

2 Answers

Barry Bowden Last activity on 1/4/2022 10:48:55 AM by Barry Bowden

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