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Ticketing issue

A team leader is having problems with the following:


When managing tickets under a problem, I cannot:

1. Make a mass change (close, update, etc.) to all the tickets.
2. Cannot edit the table to see who the tickets are assigned to
...
1 Answer
Jeff Chatham Last activity on 5/27/2016 2:58:59 PM by Mark Sayers

How to pull a report on time entries added to tickets for a given time period

If a ticket is open for 4 weeks, and at the end of each week, I'd like to pull a report of who has added time (via T&E) on the ticket, and how much time they logged, is that possible?
1 Answer
Steve Corey Last activity on 5/13/2016 11:14:09 AM by Mark Sayers

Ticket Responsibility

I created a ticket type. I assigned a default responsibility. I create a service associated with the ticket type. I create a form for the service. Submit test ticket, responsibility is NOT assigned by default. What am I missing?

When I inclu...
10 Answers
Will Turek Last activity on 1/26/2017 1:48:37 PM by Mark Sayers

Ticket Creation Issues

I have a question that has stumped me for a little while. One of my employees is trying to create a ticket for a new incident and she keeps getting the error message below:


I have checked this multiple times, and I am positive tha...
4 Answers
Adam Buys Last activity on 9/2/2016 1:26:46 PM by Mark Sayers

How to search for only tickets with attachments

Is there a way to search only for tickets with attachments? I don't see a filtering option that would refer to attachments existing on a ticket.
David Durling
1 Answer
David Durling Last activity on 3/25/2016 9:54:31 AM by Mark Sayers

Bomgar Chat log

I see in the question, " Opening .xml file" Matt talked about getting the Bomgar chat log entrered into the comments.
Has there been any progress on that?
We are also looking for images, videos, and notes that are part of the ...
1 Answer
Kevin Cook Last activity on 3/21/2016 1:22:21 PM by Mark Sayers

Ticket work after hours

What is the best way to indicate ticket work that needs to be conducted after hours? Currently, we have a ticket workflow with migration steps to a particular environment, e.g. Test, Prod, Training. Some of the these moves need to take place af...
1 Answer
Dalin Bruns Last activity on 2/4/2016 12:26:26 PM by Mark Sayers

TD Reporting

Hello —

I am working on a project to clean up some of the “junk” we’ve created in TD over the last two years. I would like to create reports that may show how frequently (or the last time) the following features were ...
1 Answer
Michael Fiszlewicz Last activity on 2/2/2016 3:48:35 PM by Mark Sayers

Ticket export question

I need to export some tickets with their attachments. Can you provide some instructions on how to do that?
1 Answer
Joanie Raisovich Last activity on 2/2/2016 3:23:08 PM by Mark Sayers

Bomgar Integration

I have TeamDynamix integration set up with Bomgar now. We have a test ticket open (1222390) and the session request and end session data are being updated in the ticket feed and an XML file is attached. I am not sure what the benefit is of the X...
1 Answer
Sara Solland Last activity on 1/29/2016 9:51:50 AM by Phil Curl

Ticket's Primary Responsibility showing Group AND Person

Hello,
We are seeing a ticket where the primary responsibility field is displaying as a Group and a person, together. It seems as if this group is automatically associating itself with one specific person, as when we change the responsi...
1 Answer
Bill MacKenzie Last activity on 1/29/2016 10:01:32 AM by Mark Sayers

Issues with Time Types Not Converting and Showing Up

Good morning.


I created a new - Incident from inside of TDNext. The time type of Incident shows up for time tracking purposes when you save the ticket. You can also add incident time under T&E tab.

I then converted that test inci...
3 Answers
Sara Solland Last activity on 1/18/2016 12:30:53 PM by Mark Sayers

The type provided for the ticket does not exist or is invalid.

Question:
This is the message I get when I'm trying to create a new ticket. It is preventing me from being able to create a ticket via the REST API. What am I doing wrong that's causing this error?
Info:
Here is my payload:
...
1 Answer
Toben Archer Last activity on 1/14/2016 12:28:10 PM by Jamey Stock

"Daily Ticket" schedules

We would like to request, that with "Daily" ticket schedules an option be given to exclude weekends (i.e. Saturdays and Sundays). Also there should be configuration to define "Holidays" of the year which can later be excluded ...
1 Answer
Jay Amin Last activity on 1/13/2016 4:04:12 PM by Mark Sayers

Cannot map "Service" field when using Ticket Import

Hello,
I've been working with the ticket import tool (Tickets>+New>Ticket Import), and I am unable to find a way to import tickets with the "Service" field already selected. I have attached images to explain my issue:
...
3 Answers
Stephen Elmer Last activity on 12/17/2015 11:04:52 AM by Mark Sayers

Is there a way we can get a dump of ticket status change history?

We are trying to determine how long it takes for a ticket to be changed to in-process. Because we put tickets on hold and that erases the respond by information we aren't currently able to get an accurate picture of our response time. Is there ...
1 Answer
Kimberly Lawrence Last activity on 11/20/2015 1:59:24 PM by Mark Sayers

Sequential Ticket Numbering

A follow on to the helpful Ticket Numbering question previously posted ... It has been requested that certain ticket types have sequential numbering, with fewer digits. And so I have to ask, is it possible to create a custom attribute that aut...
1 Answer
Dalin Bruns Last activity on 11/12/2015 5:31:02 PM by Mark Sayers

Ticket Merge Issue

Good afternoon!

We've come across an issue that's arisen since our update to version 9. Previously, new tickets merged into existing tickets would show the full content of the new ticket after being merged. Now, whenever a new ticket is mer...
1 Answer
Megan Clark Last activity on 10/29/2015 11:17:39 AM by Mark Sayers

Mass Delete of Tickets

We had a situation where tickets were created so they could be converted to tasks. We had a situation where we needed to make changes to the project outside of TD so we exported the plan and deleted it from TD. All the tickets came back. We have ...
1 Answer
Adam Reider Last activity on 10/29/2015 10:14:00 AM by Mark Sayers

Unable to save tickets

We have been getting a message saying "unknown error saving ticket" when attempting to request a service. What could cause this?
1 Answer
Jami Beintema Last activity on 10/13/2015 12:16:05 PM by Mark Sayers

Why do I get tickets where I have completed my task to not show in my tickets list?

I noticed if I'm responsible for a task on a ticket, I'm not primary responsible for, but the ticket that is still in process shows in my ticket report list when I have completed my task.
How exclude a ticket where I completed my task?
3 Answers
Kathy Holman Last activity on 8/5/2019 3:20:33 PM by Brett Harkrader

Ticket - Primary Responsibility

In the process of developing and testing a new ticket type with an associated workflow ... In one step, when the ticket should be assigned to someone, it is possible to select a group instead of a person, which might be a good option in some scen...
1 Answer
Dalin Bruns Last activity on 7/13/2015 3:09:19 PM by Phil Curl

Issue processing reply-by-email for deleted tickets

We have been having this problem for awhile, but I wanted to go ahead and report it.

We use the email service (managed by a program from TD named "E-Mail Service Configuration Utility") that sends/receives emails associated with t...
1 Answer
Arlen Strader Last activity on 9/9/2014 5:29:22 PM by Matt Sayers

Type limitations

I am trying to limit what ticket types folks can use when creating a new incident, but even with the configuration shown in attached picture, people can still see and use this ticket type who are not in the response center group. Suggestions?
1 Answer
Robbie Talbot Last activity on 9/9/2014 5:14:43 PM by Matt Sayers

Acct/Dept Ticketing Field - Want Not To Be Required

We are in the final stages of implementation of ticketing and I am reviewing all of our service request forms. Since we serve Faculty, Staff and students, we don't want Acct/Dept to be required or it will prevent people who do not have an Acct/...
1 Answer
Sara Solland Last activity on 9/4/2014 11:26:16 AM by Catherine Stock