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keeping tabs on tickets for a group of departments

I have an idea or two about how to attack this problem but I won't say what they are so I don't lead you in any particular direction. We have a person that likes to see all tickets for his department (actually a group of departments). What is t...
1 Answer
Greg Van De Mark Last activity on 9/11/2014 5:07:20 PM by Drake Sigler

TDTickets and Requests?

Our new governance process will make it likely we will receive customer requests via a separate ITSM tool (FrontRange HEAT), but the request will need to be moved to TeamDynamix for fulfillment.

Questions....

Please address each questio...
1 Answer
Andy Novak Last activity on 9/10/2014 5:30:22 PM by Drake Sigler

classification field, etc.

We are considering using the classification field and adding to that (Operations, Project - Tactical, Project - Strategic, Project - Mandated). When I go into the release preview portal and request a new service I notice that the Classification...
1 Answer
Andy Novak Last activity on 9/10/2014 5:15:55 PM by Drake Sigler

printing tickets: configurable?

A person here wants to include the feed in the printed version of the ticket. Is that configurable by administrators? I cannot find it.
3 Answers
Greg Van De Mark Last activity on 11/29/2016 3:02:20 PM by Mark Sayers

Problem Assigning Tasks

We're having issues assigning ticket tasks to a couple users. They have the same security role and permissions as other users in their group, but they do not show up in the assignment list.

Why could that be?
1 Answer
Barbara Herbert Last activity on 9/9/2014 5:24:50 PM by Drake Sigler

SLA attribute on forms

I have been working with SLAs a bunch recently and love their versatility, but there are two things I'd like to ask about: 1) Is there a way to set an SLA to change when you change an existing ticket's type to the SLA assigned to that type? 2) ...
2 Answers
Robbie Talbot Last activity on 6/24/2015 10:27:14 AM by Jeremy Luring

Can I rearrange the position of ticket fields?

When we are reviewing tickets is there a way to move up two fields to the top?

The Stritch Id & Description is at the bottom.. can I move those up under the header called Details?

Thank you for your assistance!
1 Answer
Jessica Mould Last activity on 9/4/2014 11:30:18 AM by Adam Torres

Release Tickets

We started using release tickets. I create a new release ticket on Tuesday for two weeks out. So, today I created a ticket for August 19th. On Friday I run at release ticket report at noon and put it out on our website. The rule in our depa...
1 Answer
Dawn McIntosh Last activity on 9/4/2014 1:37:41 PM by Dawn McIntosh

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

Creating a ticket via API

I am trying to create a ticket using the API, but can't seem to get

something quite right.

Here's the code I'm using:

ticket = {

'Title': 'Test create API issue',

'Description': 'It works!',

'TypeID': 6821, # Support

'Type...
1 Answer
Richard Quintin Last activity on 9/4/2014 11:17:27 AM by Brandon Montgomery

Ticket Classification relationships

I am trying to understand the relationships between the various classifications of tickets. I understand what the classifications mean conceptually,
but I'm looking for specifics with regard to what is permitted to be added as children.

...
1 Answer
Richard Quintin Last activity on 8/26/2014 4:03:19 PM by Drake Sigler

Can a TDClient user see the feed comments I write on a ticket as a Technician?

1 Answer
Marcus Demas Last activity on 8/25/2014 9:33:32 AM by Drake Sigler

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 8/12/2014 3:37:36 PM by Drake Sigler