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Roles and/or Permissions there role that can be assigned to users like "agent" or "technician" that can access TDNext and a role for everyone else to access TDClient? If not, is it just granting the user access to either TDNext, TDClient, or TDAdmin? For eithe...
1 Answer
Michael Rodriguez Last activity on 8/8/2023 9:03:57 AM by Mark Sayers

Restrict technician ability to Create/Set Parent

We have a role for restricted technician that only allows them to update tickets that they are assigned. However, they still have the ability on any ticket to create and set parents (Problem, Change) that they can then cascade updates ...
1 Answer
Anthony Nave Last activity on 3/2/2022 1:08:59 PM by Mark Sayers

Details of Knowledge base permissions

I am unable to locate the list of KB permissions and what each means in detail. IE. always edit articles, etc. are very generic and do not provide any specific details as to what that actually means. Where is this detailed article
1. I am...
1 Answer
Amy Hamman Last activity on 2/24/2022 9:26:05 AM by Mark Sayers

One user not able to move tickets to another application

I have a user who has all the same permissions as the other people in his department but he is the only one that is not able to move a ticket to another application. He has a full enterprise license but the option does not appear when he clicks u...
1 Answer
Steven Sciaky Last activity on 10/18/2021 11:14:13 AM by Mark Sayers

"Edit Owned Articles" and group membership

When a user is in a client portal security role that grants "Edit Owned Articles", what is considered an owned article? I know that articles directly owned by the user, and articles owned by the user's primary group seem to count, but ...
1 Answer
Joe Alcorn Last activity on 1/20/2021 10:51:05 AM by Mark Sayers

Have permissions on projects changed since version 11?

Hi there,
Some PM's here have said that they noticed that they can update projects where they are not the PM where before version 11 they could not. For example, in TDNext, if they run a report (in Analysis) showing all active projects, they ...
2 Answers
Joe Allen Last activity on 11/5/2019 10:11:39 AM by Joe Allen

API account IP restrictions?

Is it possible to restrict a single API account (e.g. to a specific set of IP addresses/ranges (e.g.

Thank you,
Mark Messenger
1 Answer
Mark Messenger Last activity on 4/23/2019 10:04:43 AM by Mark Sayers

Running custom report as a different user produces no results

I'm pulling my hair out here, so I'm giving up and asking for help since I'm only doing the same things over and over and expecting a different result, the definition of insanity :)
Back story, I'm trying to pull a report out with the API - ...
3 Answers
Christopher Firth Last activity on 3/28/2019 12:34:02 PM by Mark Sayers

What can contacts see on a ticket?

What can a contact see in the system? We are testing a process for our internship process with an academic unit and trying to figure out how to get employers in the sytem so they can be connected to a ticket but do not want to give them a Univers...
3 Answers
Denise Nelson Last activity on 8/30/2018 1:30:51 PM by Mark Sayers

Knowledgebase Permissions

Is there a way to set individual permissions on elements within the system. Specifically referring to the KB here. I have a tech with the "student technicin" license. I have given her app admin and ticketing - full access inside the tic...
1 Answer
Mark Sayers Last activity on 8/9/2017 12:19:42 PM by Mark Sayers

Knowledge Base: Ability to review and approve articles based on category access

Our knowledge base contains a mix of public and restricted categories. Access to restricted categories is based on group membership. Most of our security roles do not have the "View All Articles" option for Knowledge Base, but do have t...
4 Answers
Predrag Rajnis Last activity on 5/12/2017 10:05:41 AM by Mark Sayers

Security role for KB not working as described in help section

According to the help file:

Add Articles: Allows a user to create new Knowledge Base articles.
Always Edit Articles: Allows a user to modify Knowledge Base articles even if the user did not create the articles.

This implies that the u...
3 Answers
Bodek Frak Last activity on 10/5/2016 3:16:05 PM by Mark Sayers

KB Article Import and Administrator Role

The KB Article Import feature only seems to be available with Admin access. We have individuals that need the KB Article Import feature, but not necessarily any other Admin type access. As Administrators, we can disable applications when granting...
1 Answer
Cindy Rodriguez Last activity on 8/24/2016 4:14:59 PM by Mark Sayers

Security Permissions

Hi TDX Support,

I am trying to set up my new colleague with the same level of access that I have in TDAdmin. Can you please let me know what step I am missing.

I would like for her to have access to the green buttons titled "Import...
1 Answer
Melissa Bergem Last activity on 8/24/2016 9:33:32 AM by Mark Sayers

Attempting to give access to a student employee for the user portal. Currently has access to the client portal

I am attempting to provide access to a student employee who will be responsible for building workflows and forms for different services and cannot seem to have him log into the user portal successfully. He is able to log into the client portal wi...
1 Answer
Angela O'Leary Last activity on 8/23/2016 11:27:02 AM by Mark Sayers

Knowledge Base Permission Issue

Users that do not have the review articles permission cannot set the status of the new article being created from the new ticket or update ticket window. A status drop down box should appear containing the status options of not submitted and subm...
1 Answer
Jude Mmereole Last activity on 8/4/2016 11:50:14 AM by Jamey Stock

Briefcase - receiving "Permission Denied" error

I have an enterprise license and am an admin. I'm trying to change the security settings for a project briefcase folder that I created and receiving the error "Permission Denied. You do not have permission to view this page." I've lo...
4 Answers
Denise Perez Last activity on 8/19/2016 3:04:12 PM by Matt Sayers

New Security Role Not allowing Users to Create SC and KB Articleslena

We have a non-IT department that we want to allow limited access to create SC & KB articles and Questions. I've attached the new security role I set up for them and a sample of the general and applications tab from one of the affected user's ...
1 Answer
Lena McLain Last activity on 7/20/2016 1:55:28 PM by Mark Sayers

Restricting who can add/update categories in the Questions and Knowledge Base areas

We have started using the Knowledge Base and Questions functionality and right now ANYONE can add a category or change an existing one. Where do you limit who can do that?
1 Answer
Barbara Wilson Last activity on 6/7/2016 3:56:34 PM by Mark Sayers

ADMIN - Security Roles - can you provide definitions for these permissions


I looked in the community and help for definitions and could not find it, can you define what limitations the below items take away when not checked please in ADMIN/Roles/Security Roles under ALL - Asking about View All Accts/dept , View...
1 Answer
Mark Sayers Last activity on 2/18/2016 11:35:28 AM by Mark Sayers

Group permissioning in Service Catalog and Knowledge Base

I use group permissions for our Service Catalog and Knowledge Base. I ran into an issue today where I added a technician who was in a permissioned group for the Service Catalog and Knowledge Base into group that was created for a report and is n...
1 Answer
Kathy Holman Last activity on 1/15/2016 11:50:41 AM by Phil Curl

Information for what requires access to the Admin Tool

I've read several of your articles about how to give access to the Admin tool and Licensing breakdowns (ID 2054, 7340, 7342, and a cool spreadsheet with smiley face indicators), but I cannot find anything that tells me why I need to grant access ...
5 Answers
Kathy Holman Last activity on 11/6/2015 5:05:24 PM by Gerard Hennelly

Time Approval

Can someone with a Technicians License approve time if they have people reporting to them
1 Answer
Roger Bias Last activity on 10/9/2015 2:57:33 PM by Mark Sayers

Admin Permissions Question

As an administrator, do I have the capability to delete tasks assigned to other members?
1 Answer
Alex Nyce Last activity on 12/1/2014 10:13:04 AM by Phil Curl

Why can't I change the classification of a ticket?

1 Answer
Marcus Demas Last activity on 10/6/2014 10:18:20 AM by Drake Sigler