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Parent-child tickets vs. tickets with ticket tasks

I'm trying to understand the pros and cons and major differences between these two scenarios for using parent-child tickets vs. tickets with ticket tasks in a Ticketing application.
Scenario 1:
Create a ticket and assign it as the par...
2 Answers
Peter Mosinskis Last activity on 4/5/2018 12:29:33 PM by Peter Mosinskis

Closing a ticket with unfinished tasks

When closing a project, I'm notified when there are unfinished tasks/issues/risks and I have the option of closing them. Any thought about offering that feature when closing tickets that have unfinished ticket tasks? We have people closing ticket...
12 Answers
Greg Van De Mark Last activity on 4/3/2018 11:48:00 AM by Mark Sayers

Tickets on hold vs. Tasks "on hold"

Picture yourself in a boat on a river with tangerine trees and marmalade skies. No. Picture a ticket with a few tasks. A student employee working on one of the tasks wants to put the task on hold but instead puts the ticket on hold probably be...
1 Answer
Greg Van De Mark Last activity on 3/19/2018 9:34:19 AM 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

On Hold Tickets do not appear in My Accomplishments when Closed

Some technicians at BMC enjoy using the Accomplishments feature under My Work, but have found that if a ticket was on hold, and they update it changing the status to Closed, the ticket does not appear in the Accomplishments list. If a ticket is c...
1 Answer
Megan Clark Last activity on 6/1/2017 3:13:39 PM by Megan Clark

Category isn't working in Ticket Type

When your in a ticket type lookup the category drop down isn't working. It doesn't show any of the categories that are available.
1 Answer
Maryann Rohrabaugh Last activity on 1/26/2017 2:52:59 PM by William Cochran

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

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

Card Wall - Convert Ticket to Task

Hi -
Is there a future plan to allow conversion of tickets to card wall tasks? Due to the flexibility of the tickets application, we have used it to take in requests and create backlogs for use on Agile project plans. We are missing this capa...
4 Answers
Amy (Dube) Hodgdon Last activity on 4/13/2017 4:02:40 PM 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

"Copy from" in create new request form not working in Ticketing Application

"Copy from" shows blank in the Ticketing Application when I try to create a new request form.
Please advise
1 Answer
Peter Baxter Last activity on 3/10/2016 9:53:29 AM by Jamey Stock

Priority and Acct/Dept on Ticket Forms

Can we mark Priority and Acct/Dept as not required on a specific platform?

Thank you,
Kevin T. Cook
2 Answers
Kevin Cook Last activity on 2/19/2016 2:33:00 PM by Kevin Cook

Restricting statuses

Is it possible to restrict use of ticket statuses to different groups of users?
1 Answer
Jackson Potter Last activity on 1/18/2016 1:54:17 PM by Mark Sayers

Mass Upload of Tickets

I was hoping you could tell me how I could go about uploading (creating) a lot of tickets at one time. We are transitioning from what will be a legacy system to Team Dynamix as our new ticketing tool. Any guidance you can provide is much apprecia...
1 Answer
Melissa Bergem Last activity on 1/4/2016 9:27:32 AM by Jamey Stock

Ticket visibility in Workspaces

We are looking to create workspace for our AV group so that they have an ara where they can collaborate on documents, ideas, issue etc. We know you can associate ticket types to work spaces. I associated all AV ticket types to workspace. The...
3 Answers
James Cunningham Last activity on 11/13/2015 4:09:50 PM by Matt Sayers

Ticket notifications

Are there additional settings for managing notifications, especially in ticket workflow, besides the option under Ticket type - Notify primary reviewer and others of new/edited tickets? Our users are concerned they will get too many email notif...
3 Answers
Dalin Bruns Last activity on 11/13/2015 4:07:53 PM by Matt Sayers

Associating tickets to Projects

Is it possible to associate a Ticket to a Project? For example, work was done in a ticket, but later it was determined that they ticket/work should have been associated with an existing project. I got the feeling this was possible when I looke...
1 Answer
Burr Watters Last activity on 9/11/2015 9:46:36 AM by Phil Curl

Analysis, Actual Hours Report for Tickets

I created a report under Analysis, Actual Hours for tickets. I am filtering the report down to a specific group of techs. My goal is to get actual hours by person for a date range spent on just tickets, including the type & category. I ca...
1 Answer
Mike Rocke Last activity on 9/2/2015 3:38:15 PM by Phil Curl

Tickets Custom Reports, Responded By Fields

I am creating some reports in the Tickets application that look at the amount of time it took to respond to and to resolve a ticket.
I found the "Responded By" date field. I think it means the first date a technician responds to a ...
1 Answer
Mike Rocke Last activity on 9/3/2015 10:42:44 AM by Jamey Stock

Is it possible to assign a ticket task to more than one person?

3 Answers
Michael Fiszlewicz Last activity on 10/17/2015 9:58:09 AM by Matt Sayers

Need to add last comment added to a Ticket Report

The latest comment field does not seem to be available in Tickets reporting like it is in Projects reporting - am I missing something? Thank you
9 Answers
Melissa Stockbridge Last activity on 4/4/2018 4:49:59 PM by Mark Sayers

Deleting unused ticket status?

Is it possible to delete ticket statuses? I have a couple inactive ticket statuses that I'd like to remove from the report builder and ticket filter.
1 Answer
Jackson Potter Last activity on 6/30/2015 10:56:53 AM by Jamey Stock

Can I create default contacts for tickets per ticket type?

See the title. We would like to be able to define default contacts per type of ticket.
1 Answer
Dawn McIntosh Last activity on 9/11/2014 5:13:56 PM by Matt Sayers