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API Update Error

Good Afternoon,

We are currently utilizing the Ticket API to update some ticket details. However, there is one ticket (4669165) where we are unable to update the information. The API responds with "You do not have the ability to edi...
6 Answers
Bill MacKenzie Last activity on 2/13/2018 4:23:16 PM by Mark Sayers

Ticket Count in Services (link out vs. request)

When creating a report to see the Ticket Count of a Service, does it count when the Service is just a link to another site, or does it only count when a user submits a request through an active Form? We are trying to determine if one of our Servi...
1 Answer
Mark Sayers Last activity on 12/22/2017 2:55:50 PM by Mark Sayers

How do I stop a user from receiving Ticket Alerts that is no longer a TD Technician?

How do I stop a previous technician from receiving Ticket Alerts?

If I convert this person from Client to Customer, will this break the Ticket Alerts?
1 Answer
Mark Sayers Last activity on 12/19/2017 1:24:40 PM by Mark Sayers

Ticket Workflows vs. Ticket Task Templates

I am trying to determine what workflows will gain me over ticket task templates. Based on what I know now, I can use either method:
1) I can associate a workflow to a service.
2) When a ticket is created, people who are responsible for the ...
1 Answer
Greg Van De Mark Last activity on 12/13/2017 1:55:55 PM by Olivia MacKenzie

Close a ticket via email

Can you close a ticket by responding to one of the automatically generated emails, we have technicians asking about this feature?
1 Answer
Denise Nelson Last activity on 9/20/2017 12:05:53 PM by Mark Sayers

Editing Tickets: Which fields are reported as edited in the feed?

I sometimes see in a ticket feed that a ticket was edited but there is no detail on what was edited. What fields, when edited, have the detail show up in the feed? With this information, I can at least tell for these tickets it was something else...
4 Answers
Greg Van De Mark Last activity on 7/26/2017 10:22:40 AM by Mark Sayers

Workflow or Automation Rule

Hello,

We currently use Task templates for everything except Approvals. We would like to create automation in a form that says if question 1 is equal to A or C use this task template but if Question 1 is equal to A or C but says No to Questi...
1 Answer
Mark Sayers Last activity on 6/23/2017 2:52:37 PM by Mark Sayers

Ticket Types in 9.5

Hi,
Ticket Types prior to 9.5 used to hold a collection of attributes. I'm trying to understand its new role in 9.5. What purpose does the Ticket Type serve now? What is it's definition?

Thanks so much,

Jonathan
3 Answers
Jonathan Graves Last activity on 6/28/2017 12:26:11 PM by Mark Sayers

Update Estimated Hours for ticket

Might be in front of me but I cannot see where to edit/update estimated hours for a application ticket
1 Answer
Mark Sayers Last activity on 3/15/2017 4:59:29 PM by Mark Sayers

Average Resolution Time - Person and Group

Trying to create a report that will provide me with the average resolution
time for a person and a group. All the options I can see only allow me to
find the resolution time per ticket. Any assistance you can provide would
be greatly apprec...
1 Answer
Mark Sayers Last activity on 3/15/2017 3:21:40 PM by Mark Sayers

How do I ensure that I'm picking the correct ticket type from within the Ticketing Application?

When a technician creates a ticket from the Ticketing Application how does he/she know which ticket type to choose without benefit of the service catalog description? Is there a way that they can search the service catalog from inside the Ticket...
4 Answers
Mendi Benigni Last activity on 3/3/2017 6:40:05 PM by Marcus Demas

How to get Link via API to the Client Portal location of a ticket created via API

How can we get a link via API to the Client Portal for a ticket we created via API so we can send it to the ticket owner to view?
1 Answer
Kevin Cook Last activity on 12/12/2016 10:41:05 AM by Mark Sayers

How do I create a ticket template?

If I go to Apps > Ticketing Application, there is no "New" link.
2 Answers
Dan Adler Last activity on 5/19/2017 9:01:14 PM by Peter Mosinskis

Batch Ticket creation in Team Dynamix

Is there a way to batch create tickets, even hundreds at a time, within Team Dynamix itself? I used to do this via ticket importing with excel, however I am trying to move the whole operation side of things over to Team Dynamix.
Thus far I ha...
1 Answer
Travis Nilsson Last activity on 2/22/2016 11:01:00 AM by Mark Sayers

Survey From and Reply To

We have recently implemented the ticketing survey function. For the time being, we have use the generic TeamDynamix from/reply to email addresses.

We'd like to adjust the from to be our support team. In our case, The Hub (hub@sxu.edu<mail...
1 Answer
Maggie Eaheart Last activity on 8/31/2016 11:22:07 AM by Maggie Eaheart

Question Regarding Internal Ticket Forms

I'm trying to create a very simple ticket for internal purposes that only has 3 or 4 fields and I updated the Internal Release Form. I can't figure out how to enable that form or how to tie it to a ticket type I created.
Please clarify for me...
1 Answer
Jennifer Ludwig Last activity on 9/4/2014 11:15:37 AM by Jennifer Ludwig

Notifications for replies to ticket creation email

I've read the KB article here: https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=4124 but I'm still a bit confused.

For example, on ticket 2124175:

1. The email service created the ticket and a notification was sent to the ...
1 Answer
Jackson Potter Last activity on 10/6/2016 2:36:15 PM by Mark Sayers

Can we create a new email to ticket with a ticket application?

Hi

We have not created an email to ticket solution since the ticketing application was released. Can we still create an email to ticket solution within ticket applications?

Thank you!
3 Answers
Mark Sayers Last activity on 9/21/2016 2:31:13 PM by Mark Sayers

As an Installed customer - Where is the setting that would allow for larger attachments on tickets?

I have an employee that is trying to upload a large attachments to a ticket.
Where is the setting that would allow for larger attachments?

Thanks,
Kevin
7 Answers
Kevin Cook Last activity on 9/9/2016 3:05:53 PM by Kevin Cook

Can't Change Ticket Classification

I'm trying to change the classification of a ticket. I read https://solutions.teamdynamix.com/TDClient/Forums/Questions/Details?ID=101726 and https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=13144 and I've looked everywhere and I can't...
3 Answers
David Doherty Last activity on 8/25/2016 1:51:01 PM by Mark Sayers

Workspace reporting for rolling up ticket time

I am trying move from tracking support time from a Project to a Workspace with associated Tickets but I am not getting the results I am expecting to see. Check out the images attached.
The standard actual hours report correctly displays the...
1 Answer
Brian Miller Last activity on 8/15/2016 2:19:13 PM by Phil Curl

Scheduled ticket refuses to fire off

I have a scheduled ticket to recur weekdays on Wed's at 10am. The task routinely fails to fire off automatically. I then have to go in and manually force the scheduler using the Create Now button. There's been no changes to our TD system nor the ...
1 Answer
Eric Smith Last activity on 7/27/2016 11:44:36 AM by Mark Sayers

Error while create new issue ticket

We are getting this error when creating new issues in TD. " Error saving ticket: -4: The following errors were encountered: *ITSC Software Issue Types is required." It has happened maybe 6 times of so over the last two days. On a couple...
1 Answer
Mike Freeman Last activity on 7/15/2016 11:39:32 AM by Mark Sayers

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

Unable to delete services that do not have tickets, project, or requests associated with them

We are trying to clean up our services so I created a ticket report to identify tickets that need to be removed from any service that contains “do not use” in the title. When I save and run the report it results in 0 tickets associate...
1 Answer
Daniel Stuckey Last activity on 7/10/2016 8:32:11 PM by Mark Sayers