Questions
Categories View All Categories
General Questionsworkflow Clear Tag Filter
Integration with Microsoft Entra's Lifecycle Workflows in the future?
I know this is a new feature, so I'll understand if this is something that has yet to be discussed, but is there any possibility of integrating with Microsoft Entra's new Lifecycle Workflows in the future to further enhance how workflows process?...
1 Answer
Darrin Johnson, Jr.
Last activity on 7/26/2023 3:18:15 PM by Mark Sayers
Report on tickets that have a workflow completed
We have a work flow called Networking Firewall, we need to run a report based on which of dozen of tickets have this workflow completed.
1 Answer
Anita Barrett
Last activity on 7/25/2023 11:49:49 AM by Mark Sayers
Automation Rule not applying workflow to ticket
Hello,
We have a automation rule that grabs a certain type of ticket, and then changes the impact, urgency, priority, and assigns to a workflow. The automation rule works-ish. I successfully changes the responsibility, impact, urgency, but fa...
We have a automation rule that grabs a certain type of ticket, and then changes the impact, urgency, priority, and assigns to a workflow. The automation rule works-ish. I successfully changes the responsibility, impact, urgency, but fa...
1 Answer
Justin Gonzales
Last activity on 7/12/2023 9:27:51 AM by Brittany Renn
Notifications on Status Change
Greetings,
We have specific tickets (All under a specific service) that will need to notify a specific group of people when resolved/closed & Opened/Created. We are using an automation rule to assign the ticket to a specific workflow th...
We have specific tickets (All under a specific service) that will need to notify a specific group of people when resolved/closed & Opened/Created. We are using an automation rule to assign the ticket to a specific workflow th...
1 Answer
Rik Miller
Last activity on 6/27/2023 9:05:29 AM by Brittany Renn
wait for previous workflow steps to be completed
I have created a workflow that has worked fine, but the people using the workflow wants the final step to wait until all the other steps have been completed.
I know this can be done (using wait for previous steps to be completed), but I canno...
I know this can be done (using wait for previous steps to be completed), but I canno...
1 Answer
Mathew Chandler
Last activity on 6/26/2023 9:44:43 AM by Brittany Renn
Approval step 'access denied'
Hello,
We have a request process that uses a workflow to get approval. We ran into a strange issue. In this scenario, there were 4 potential approvers (only 1 required). After the first approver had approved the ticket, the subsequent approve...
We have a request process that uses a workflow to get approval. We ran into a strange issue. In this scenario, there were 4 potential approvers (only 1 required). After the first approver had approved the ticket, the subsequent approve...
1 Answer
Mariah Rible
Last activity on 6/14/2023 1:27:14 PM by Mark Sayers
Workflow Conditions
Hello,
I am trying to create a workflow that would auto-close tickets for my team after 3 weeks if no updates have been made and the ticket is in certain statuses. I want it to start a 2-week timer once the ticket is assigned to our group, an...
I am trying to create a workflow that would auto-close tickets for my team after 3 weeks if no updates have been made and the ticket is in certain statuses. I want it to start a 2-week timer once the ticket is assigned to our group, an...
1 Answer
Miranda Bielecki
Last activity on 6/8/2023 1:09:53 PM by Mark Sayers
Putting Ticket attribute information into ticket tasks automatically.
Hello,
We have created a work flow that generates tasks if certain conditions are met. I am wondering if there is a way that we can automatically take form attributes that are pertinant to the tasks and have them automatically populate the ta...
We have created a work flow that generates tasks if certain conditions are met. I am wondering if there is a way that we can automatically take form attributes that are pertinant to the tasks and have them automatically populate the ta...
1 Answer
Justin Gonzales
Last activity on 4/10/2023 1:41:15 PM by Mark Sayers
TD Report Workflow Approval
I'm sure the answer is no based on what I see for filters but I'm going to ask anyway.
Is there anyway to include in a ticket report when a workflow approval step is reject?
Is there anyway to include in a ticket report when a workflow approval step is reject?
1 Answer
Kevin Beattie
Last activity on 3/29/2023 3:40:53 PM by Brittany Renn
How do you stop workflow/web services if a ticket has been resolved?
Finding that when a ticket has been resolved or cancelled or if an approval is rejected that the WF will not stop. Any Tasks, notifications, etc keep running. How do you stop this?
1 Answer
Chrissie Kenny
Last activity on 3/17/2023 1:54:27 PM by Brittany Renn
Automation Rule to Set Requestor
Good morning:
I wanted to ask if there is a way to use automation rules to set a requestor for specific services or forms if the requestor is not set? I see that there is a filter that can fit these criteria in Automation Rules, but there doe...
I wanted to ask if there is a way to use automation rules to set a requestor for specific services or forms if the requestor is not set? I see that there is a filter that can fit these criteria in Automation Rules, but there doe...
1 Answer
Anderson Hanchett
Last activity on 3/14/2023 2:31:44 PM 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...
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
iPaaS flow issues
We noticed issues with the workflows associated with iPaaS around 3:18pm yesterday, Monday. Has anyone else experienced issues with their flows, like the one below?
System (private)
The "Ticket Status Change: On Hold Awaiting Approva...
System (private)
The "Ticket Status Change: On Hold Awaiting Approva...
1 Answer
Robert Kelly
Last activity on 1/24/2023 9:57:54 AM by Mark Sayers
Approvers approving their own request
I have a workflow that references department custom attributes for approvers. For each department, there are custom attributes 'Approver 1' and 'Approver 2' that are both people. I use these custom attributes in the Workflow Approval Step for a p...
1 Answer
Mariah Rible
Last activity on 1/23/2023 1:08:56 PM by Mariah Rible
Workflow Notification Step Recipients
Why is it that in a workflow notification step, the options for who you are able to send a notification to so narrow? Regular ticket notification options are quite robust and I don't understand why an entirly different notification method was dev...
1 Answer
Carl Amlin
Last activity on 1/20/2023 9:47:06 AM by Mark Sayers
Setting Parent ticket using Web Service Methods in Workflow
Hello:
I am attempting to create a workflow in which tickets are created and the original ticket that the workflow is applied to is set as the parent of the newly created tickets. It appears that the ParentID attribute cannot be edited, and t...
I am attempting to create a workflow in which tickets are created and the original ticket that the workflow is applied to is set as the parent of the newly created tickets. It appears that the ParentID attribute cannot be edited, and t...
1 Answer
Anderson Hanchett
Last activity on 1/6/2023 1:51:31 PM by Mark Sayers
Hard-Coding Email Address into Web Service Method
I am attempting to use a Web Service Method to send an email to a third-party email address (hard-coded, it will always be the same address). I have started the method using the steps found at https://solutions.teamdynamix.com/TDClient/1965/Port...
2 Answers
Anderson Hanchett
Last activity on 12/7/2022 11:05:04 PM by Anderson Hanchett
raw HTML copied in workflow operations?
Since version 11.5, we have had a workflow that now copies the HTML-ified description of tickets and returns it as raw HTML. I'm not sure how to make it stop doing this, any help would be appreciated.
Example output:
Hello, <br>...
Example output:
Hello, <br>...
2 Answers
Carly Born
Last activity on 2/14/2023 9:51:28 AM by Mark Sayers
Is there a way to bulk-assign/re-assign workflows?
I wanted to know if there is a method for bulk assigning a workflow to a group of tickets.
The key business case for this is the ability to retroactively apply a newly developed work flow to older tickets. This might be for the purpose of re-...
The key business case for this is the ability to retroactively apply a newly developed work flow to older tickets. This might be for the purpose of re-...
1 Answer
Samuel Jones
Last activity on 11/15/2022 9:03:31 AM by Mark Sayers
Offboarding Workflow and waiting for future date
I have built an off boarding workflow that works great except for one issue. There is no delay for the actual day the user needs to be off boarded.
Example: Supervisor knows a person is leaving in 4 months and starts the process, fills out ...
Example: Supervisor knows a person is leaving in 4 months and starts the process, fills out ...
1 Answer
Troy Timmerman
Last activity on 11/11/2022 8:52:49 AM by Mark Sayers
Deleting a group
I am going through and removing some old groups. I encountered one that I cannot delete. I get the message "This group is responsible for a workflow step and cannot be deleted until the association has been removed."
I have gone through all...
I have gone through all...
1 Answer
Mathew Chandler
Last activity on 11/8/2022 3:45:50 PM by Mark Sayers
API Endpoint to Remove Workflow
Hello Everyone,
I'm looking to remove a workflow from about 600 tickets but cannot find how to do it using the API. I found the ability to assign workflow and some other workflow related API endpoints here: https://solutions.teamdynamix.com/...
I'm looking to remove a workflow from about 600 tickets but cannot find how to do it using the API. I found the ability to assign workflow and some other workflow related API endpoints here: https://solutions.teamdynamix.com/...
2 Answers
Ashbinder Saini
Last activity on 10/13/2022 4:02:43 PM by OU ITSM Team
Passing Parameter from TDX Workflow to iPaas Flow using Arguments JSON
The KB article Article - TeamDynamix iPaaS Step mentions the abiliity to Send parameter data through the Arguments JSON section of the workflow step. I have not been able to find any information about how to do this in the KB.
The TDX workf...
The TDX workf...
2 Answers
Will Tonkin
Last activity on 8/14/2023 9:40:02 AM by David Tod
Workflows to Create Tickets in Other TDX Applications
Hello:
We are working on fleshing out an employee onboarding workflow in an HR application that will generate tickets and send email notifications based on needs (such as computer setup by ITS or door access by the locksmith). I wanted to ask...
We are working on fleshing out an employee onboarding workflow in an HR application that will generate tickets and send email notifications based on needs (such as computer setup by ITS or door access by the locksmith). I wanted to ask...
1 Answer
Anderson Hanchett
Last activity on 9/6/2022 2:54:34 PM by Mark Sayers
Multiple API Call methods in one web workflow step
Is it possible to make multiple calls in one web method workflow step? For example, we currently have a task to assign a user to a group, and then set several custom people attributes. In order to do so with the API, one needs to auth using POST ...
1 Answer
Derek Hickman
Last activity on 9/1/2022 4:33:55 PM by Mark Sayers