Questions

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Link Ticket Types to KB Articles

Hi,
Does there currently exist a way to link either KB Articles or KB categories to a ticket type? So that when a ticket of a certain is created there is immediately related articles shown along the side panel under the user information or a ...
1 Answer
Peter Soto Last activity on 2/27/2024 1:45:36 PM by Mark Sayers

Ticket Types and Type Categories

Hello!
Can someone help me understand what is the proper way to come up with Ticket Types and Type Categories? Are they optional? Should they mirror Service Catalog category/subcategory?
Thank you!
2 Answers
Michael Rodriguez Last activity on 8/2/2023 11:47:23 AM by David Tod

Types, Forms, Services: same number of each?

Are we to have about the same number of types, forms, and services (like it seems to indicate in https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=3340 ) or have things changed since that article was written (pre-v 9.5)? Type is less i...
8 Answers
Greg Van De Mark Last activity on 10/17/2018 2:56:27 PM by Greg Van De Mark

Email Generated tickets are not being assigned

Hello,
As ticket types have had their default responsibility taken off, is there a way to tell the email client to assign a ticket generated to a team within the email monitor client, or to use one of the new forms that has a responsibility f...
7 Answers
William Dowd Last activity on 6/21/2018 4:39:33 PM by Lucinda Poe

Ticket count under "Types" does not match tickets that show up in Admin>Ticketing application>Tickets

Please see this video: http://screencast.com/t/HxF7P9LJ1uja

Under "Types" it says that there are 2 tickets for that type. Under Admin > Ticketing application > Tickets I can only find one ticket for that type, even after sele...
1 Answer
John Borwick Last activity on 7/13/2016 9:14:39 AM by Mark Sayers

Removing Inactive Types

Under Types - I'm trying to get rid of two inactive types, but each has a 1 in the Services field and I don't know where that's coming from. Could you help?

Thanks,
Dave
5 Answers
David Doherty Last activity on 7/13/2016 10:49:38 AM by Mark Sayers

Admin Reporting of Users "where used"

We are beginning to utilize automatic email notifications a bit more. I understand that while a Ticket Type may be set to notify a group, we need to set the Primary Reviewer at the Request Form level to an individual so the email notification wil...
1 Answer
Maggie Eaheart Last activity on 6/14/2016 9:40:25 AM by Mark Sayers