Questions

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Report to Show All of the Tickets a User has been Notified On

Is it possible to create a report that shows a user all of the tickets that they have been notified on (but that they aren't responsible for)? If so, which filters should be used to obtain this information?
We have a lot of front line staff ...
1 Answer
Priscilla Schwartz Last activity on 2/16/2024 9:25:26 AM by Brittany Renn

Due Dates vs SLAs

We are looking to implement 15-day due dates for Software and Hardware type tickets and report on overdue tickets.
I would like to ask the community if it in their experience it is better to use SLAs based on type or add due dates to ticketin...
1 Answer
Anderson Hanchett Last activity on 1/10/2024 12:34:31 PM by Brittany Renn

Running reports based only on time OR date (rather than both)

Hi folks,
Hoping someone can help out here: I'm trying to run a pair of reports on tickets with the Event Support type, and I need to run two separate reports: one on events ending after 7 pm, and another on events occurring on Saturdays on S...
1 Answer
Stuart Carapola Last activity on 10/4/2023 9:49:40 AM by Mark Sayers

Reporting: Is the "feed" or "comment" box a reportable data point?

Hello

Our HR department created a report to show tickets with a status class of On Hold and the "goes off hold" so they can monitor tickets that may have stalled. They would also like to add the reason for putting the ticket on hold, ei...
1 Answer
Eugene McGeehan Last activity on 5/30/2023 1:48:05 PM by Mark Sayers

Priority Sorting

Is there a way to sort items on reports by Priority that is not alphabetical? So for example rather than seeing items in this order:
High Low Medium I want to see them in this order:
High Medium Low It doesn't ...
1 Answer
Mariah Rible Last activity on 5/1/2023 11:30:12 AM by Mark Sayers

Project on hold duration reporting

I have been asked to produce on hold metrics for our projects. Things like how many times a closed project went on hold during execution, max/median on hold duration, etc. There doesn't seem to be a way to get this info, so I am having to pour th...
1 Answer
Kevin McDonald Last activity on 7/13/2022 10:33:37 AM by Mark Sayers

Who can manage time types on tickets and how broad should time types be?

Having read through the descriptions for permissions in the Security Roles at the organizational and application level, I'm not certain on what triggers the "Manage" button to show up in a ticket's T&E window for adding/removing time types on...
1 Answer
Anthony Nave Last activity on 1/21/2022 12:09:32 PM by Mark Sayers

Data Dictionary Reporting

This TDX question/comment answers how to find the data definitions for TDX reporting.
Question Detail - Default Attribute Dictionar... (teamdynamix.com)
Is there functionality or a way to export the data other than just the "Print&...
1 Answer
Heather Wantuch Last activity on 6/21/2021 11:31:04 AM by Mark Sayers

Time reporting question

My organization is currently comparing and validating the data as extracted from the SQL Server and as reported in the TDX Reporting feature on the back-end of the website. When we compare date and timestamps as pulled form the server and dates v...
1 Answer
Heather Wantuch Last activity on 6/8/2021 9:04:19 AM by Mark Sayers

Is it possible for users to select from a pre-existing set of dates, instead of picking a specific date, when running a ticket report that has a 'Prompt' date filter?

First of all, my apologies if my title is a bit clunky - I wasn't sure how best to articulate my query, but hopefully I can explain it properly here. I am building a ticket report that has the following filters (see the image below); there are tw...
1 Answer
Ningxin (Linda) Zhu Last activity on 11/30/2020 9:36:36 AM by Mark Sayers

Changing the day of the week that the week starts on?

Is it possible to change the day of the week that the week starts on, for reporting purposes? For instance, is it possible to configure the start of the week to fall on a Monday instead of a Sunday?
1 Answer
Ningxin (Linda) Zhu Last activity on 10/20/2020 9:00:15 AM by Mark Sayers

Reporting Metrics

Hi,
We have started implementing Knowledge Base Service along side TeamDynamix. With that, we now are attempting to track user roles and time taken to propogate between the different levels of KCS.
Is there a table that stores information...
1 Answer
Alex Haberer Last activity on 1/10/2020 2:52:55 PM by Mark Sayers

Service Request to Project Request Conversion & Reporting

Is there a way to report on tickets that are originally opened as Service requests that have been converted to Project Requests? I understand that the Service Request disappears after the conversion, but is there any residual data to report on? E...
1 Answer
William Gallart Last activity on 9/26/2018 9:15:39 AM by Mark Sayers

Time tracked to tickets does not get associated with workspace

We are currently trying to run reports to bill out our time for the last quarter (Oct/Nov/Dec). It has been an ongoing and difficult process to determine where time is tracked and where it gets billed to. Currently, when we run a report, we are s...
1 Answer
Mark Sayers Last activity on 5/1/2018 3:58:43 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

Change the displayed column heading for custom fields in project plans

Hi,

Is there a way to display a different column heading when creating a saved report? For instance, in a project plan, let's say that under Configure Columns > Manage Custom Columns, I set Field 1 to say "Server Name".

Whe...
1 Answer
Mark Sayers Last activity on 12/21/2017 11:59:04 AM by Mark Sayers

Ticket Reporting by Hour

Hi Folks!
We would like to pull a report from TeamDynamix that displays tickets created by hour for a given amount of time. When using the "created" attribute, the max granularity you can get is by minute, however, there is then a ...
1 Answer
Joel Normandin Last activity on 10/11/2017 4:07:12 PM by Mark Sayers

How to use/control count fields in reporting

Hi,
I'm looking for any information and or documentation on how to use the count fields in reporting. If I generate a project report and use the project count field I see on the tabular report that the project count is 1 for each row. If I ...
1 Answer
Frank Butler Last activity on 9/15/2017 3:48:29 PM by Mark Sayers

Reporting API For SharePoint Custom Webpart / Business Data Connection

On our SharePoint environment, we had a Business Data Connection set up to connect to a database of our previous ticket system, and I am looking to replicate the same from Team Dynamix for System Outages via the Reporting API.

I am able...
5 Answers
Brian Pumphrey Last activity on 9/11/2017 2:24:59 PM by Mark Sayers

9.5 Ticket Types and Reporting Going Forward

One of the use cases I had in mind for the new dynamic forms in 9.5 was to consolidate two or more ticket types into a single form that customizes itself based on how you answer the first question. However, if ticket types are going away eventual...
2 Answers
Patrick Lisk Last activity on 4/18/2017 12:41:35 PM by Patrick Lisk

Reporting- Identify Employees not reporting time

I am attempting to find employees in our organization that are not reporting time for a particular time frame. I am able to build a report to show employees that are reporting time but cannot get rows returned for employees who have not reported...
1 Answer
Angela O'Leary Last activity on 10/7/2016 10:22:33 AM by Mark Sayers

Ticket Reporting

Hey everyone!
I need some help with a report I am trying to make. I would like to run a report that shows the number of times a ticket (incident) has been assigned or re-assigned to different groups. Any ideas on how to do this? Any help wo...
1 Answer
John Diakogiannis Last activity on 9/16/2016 4:15:34 PM by Mark Sayers

KB article missing report

I want to make a report that will show me tickets that have been made for a certain group of ticket types that do not have a Knowledge Base article associated with them. I know there is a way to see articles that are currently in existence, but I...
1 Answer
Tyler Brown Last activity on 9/2/2016 9:48:18 AM by Mark Sayers

KB and ticket reporting

Is there any way to report on the tickets associated with a particular KB article? I'm trying to see what tickets a KB article has been attached to in order to get more troubleshooting info and context when editing the article.
1 Answer
Jackson Potter Last activity on 8/11/2016 12:54:36 PM by Jamey Stock

Briefcase for ticket attachments?

Hi,
Is there any kind of Briefcase that exists for ticket attachments? For example, we store a lot of forms (such as VPAT forms, requisitions, quotes) in our procurement request tickets. It would be useful to be able to view & search a r...
1 Answer
Peter Mosinskis Last activity on 7/12/2016 10:37:38 AM by Mark Sayers