Questions

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Ticket Tasks

What are the rules for determining whether a ticket task displays on the ticket details in TDNext? I thought it was until the task was assigned but it also seems to be date aware, too. Do these same rules apply to Maintenance Activity Tasks?
1 Answer
Bobby Jones Last activity on 3/7/2022 3:54:20 PM by Mark Sayers

Ticket task start date not moved earlier based on predecessor end date

I have a ticket task template that contains a succession of ticket tasks where each rely on a predecessor to be completed before becoming active. When a task completes, the succeeding task's start date usually is moved earlier to line up with the...
2 Answers
Greg Van De Mark Last activity on 11/30/2022 1:17:43 PM by Diane Kubarek

Can ticket task notifications be turned on for the sandbox for a temporary amount of time?

We prefer testing every single portion of new implementations and since ticket tasks won't trigger notifications in the sandbox we don't feel we have sufficient understanding of the behavior of the tool. Would it be possible to request those nof...
1 Answer
Colin Simmons Last activity on 1/28/2021 12:09:27 PM by Mark Sayers

Automatically Change Ticket Status after Task is Completed or Automatically Add Task at a Specific Status

With tickets, is it possible to do one or both of these via workflow and/or automation rules or some other way?
1. Automatically add a task once a ticket reaches a certain status. This would not be at ticket creation but after we have alrea...
1 Answer
Andrea McClain Last activity on 2/21/2020 12:29:57 PM by Mark Sayers

Ticket Search API - Is it possible to retrieve task info from a ticket api call?

I notice when I search for tickest using the API I see one of the properties returned is "Tasks", but it appears the array is null even if the ticket has sub-tasks.
Is there any way to retrieve any information about the sub-tasks or...
1 Answer
Craig Sorensen Last activity on 10/11/2019 9:16:36 AM by Mark Sayers

Task Report

I've created a task count report for Open Tasks by Person. The report columns are Responsibility and Task Count, and the report filter is for Percent Complete less than 100%. I notice that tasks from task templates for which the predecessor tas...
6 Answers
Steve Blackburn Last activity on 7/24/2019 4:19:41 PM by Steve Blackburn

Tasks List

Is my understanding correct that the only way to see outstanding tasks or tasks assigned to you is through a report?
1 Answer
Alex Oquendo Last activity on 6/27/2019 11:06:08 AM by Mark Sayers

Ticket Tasks reporting and Duration (Work Days) field

Hi,
There is an attribute called "Duration (Work Days)" in Ticket Tasks reporting. Can you provide some clarification for the data this field represents, and clarify the difference between the ticket Age attribute (which is not avai...
1 Answer
Peter Mosinskis Last activity on 12/12/2018 2:13:20 PM by Mark Sayers

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

Deleting ticket tasks: Can more task info be kept?

We have (e.g. offboarding) tickets that have a ticket task template added to it and that template has many tasks. We work on the first task or two, document in the task feed communications with the supervisor, track time, etc. It is soon determin...
1 Answer
Greg Van De Mark Last activity on 3/19/2018 9:38:33 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 Workflows vs. Ticket Task Templates

I am trying to determine what workflows will gain me over ticket task templates. Based on what I know now, I can use either method:
1) I can associate a workflow to a service.
2) When a ticket is created, people who are responsible for the ...
1 Answer
Greg Van De Mark Last activity on 12/13/2017 1:55:55 PM by Olivia MacKenzie

Restoring a Task

If a ticket is accidentally converted to a task, is there a way to restore it to ticket?
1 Answer
Cynthia Garrison Last activity on 7/25/2017 3:40:36 PM by Mark Sayers

Tasks Automatically Attached to Tickets

How can you automatically attach tasks to a particular ticket type? I've created a set of tasks and set them as a default to a ticket type. But, when the tickets are created, the user must manually add the template to each ticket.
1 Answer
Ron Vallejo Last activity on 5/23/2016 10:41:11 AM by Mark Sayers

Why aren't Task notifications included in the ticket feed?

We're trying to confirm when the task notification is going out to users or groups, but we are not seeing the notification listed in the ticket feed. We are using all options; tasks are manually added sometimes with a Predecessor, a task templat...
1 Answer
Kathy Holman Last activity on 10/20/2015 2:14:42 PM by Mark Sayers

Task notifications not sent unless predecessor is completed

I would like to be able to have some tasks that start at a specific time and have the notification sent at the start time but the only way I seem to be able to get a task notification is when the predecessor task is marked complete. Am I missing...
1 Answer
Kimberly Lawrence Last activity on 9/14/2015 10:10:08 AM by Jamey Stock


What are operational hours?

1 Answer
Aaron Crane Last activity on 9/19/2014 5:09:54 PM by Jamey Stock

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