Questions

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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

Ticketing Application "Purpose"?

When creating a new (or editing) a ticketing application in TDAdmin, there is a pre-filled dropdown for "purpose" that requires selection. Is there any changes in behavior or functionality in TDX by choosing one of these over the other. Is it jus...
1 Answer
Anthony Nave Last activity on 3/10/2022 4:45:21 PM by Mark Sayers

Unable to make notification ticketing workflow recipient a particular group

I'm trying to make a notification workflow step go to a group as the recipient using a new group that I've created. I can make other groups be the recipient but the new group I created isn't available to be selected. The group consists of 3 peo...
2 Answers
Kimberly Lawrence Last activity on 3/22/2021 4:45:40 PM by Kimberly Lawrence

Link or associate tickets with each other

Hello,
I was wondering how we can associate one ticket to another if they are somehow related to each other? For example, one ticket caused another ticket, or one ticket is a duplicate as another ticket. With our current ticketing system, we ...
3 Answers
Sane Vatougios Last activity on 3/9/2023 6:29:09 PM by David Tod

I'm trying to move a ticket to another ticket app, but the form I want is not showing in my list, why?

I have rights setup to move tickets between applications, I see 4 out of the 5 forms available in the ticket application I'm trying to move the ticket into. But, the form I need is not showing on the Destination App, Form selection list.
1 Answer
Mark Sayers Last activity on 5/1/2018 4:51:43 PM by Mark Sayers

Spell Checker Issues

Hi, I understand from a previous article that TD is using spell checker from the browser which works in the ticketing application (see screenshot), however it does not work in the Knowledge Base (see screenshot). This is a significant problem co...
2 Answers
Kara Farmer Last activity on 5/6/2020 10:20:02 AM by Mark Sayers

Reviewing TDX set up five years later: How to go about checking everything out?

We are in a season of reviewing how we have TDX set up. Our ticketing side started with types (still not exactly sure what those were) as the foundation and since 9.5, TDX has forms (easier to visualize) as the foundation. Templates are supposed ...
3 Answers
Greg Van De Mark Last activity on 10/3/2019 10:21:02 AM by Anthony Lombardo

New Service Request button

Is it possible to get a New Service Request button next to the New Incident
button in the ticketing application?
1 Answer
Lisa Veloz Last activity on 10/27/2016 10:35:38 AM by Mark Sayers

Automating ITSM Ticket Assignments

We are in the early stages of planning for implementing ITSM. One of the questions that has come up is about how tickets can be auto-assigned to Service Desk technicians. Our current software allows a round-robin distribution of tickets to member...
3 Answers
Lena McLain Last activity on 6/17/2016 1:08:52 PM by Jamey Stock

Is there a plan and/or a reason why "Portfolio" is not availble on the Ticket Application side

Or am I just missing it? I was asked by someone at our school and did not have a reason to give them.
Thanks
John
1 Answer
John Marshall Last activity on 4/13/2016 9:19:04 AM by Jamey Stock

The difference between requestor and ticketing user ticketing notification templates

Could someone tell me what the difference is between the requestor and the ticketing user ticketing notification templates is? I'm trying to find out when one would be sent versus another? My original interpretation was that the requestor notif...
4 Answers
Kimberly Lawrence Last activity on 2/15/2016 9:49:53 AM by Jamey Stock

Ticketing Workflow

When we reject an approval in the Ticketing Workflow it rejects the stage. Is there a way to have any approver approve or reject the stage.
Thus allowing other approvers to either approve or reject in the same stage.
Our end goal would be t...
1 Answer
Arnold Thiebaud Last activity on 9/22/2015 9:57:28 AM by Jamey Stock

How many Licenses do Users with both a TDNext Security Role as well as a Ticketing Application Security Role Consume?

If I have ten active Users with TDNext Security Roles that are consuming Licenses, and then five of those Users also have a License associated with them within their respective ticketing application, how many total Licenses are being consumed by ...
1 Answer
Marcus Demas Last activity on 2/19/2015 11:26:21 AM by Marcus Demas

Service Level alerts Before Expiration

Can I configure a service level that alerts me when the ticket is about to exceed the service level? If so, how?
1 Answer
Aaron Crane Last activity on 9/19/2014 5:17:11 PM by Aaron Crane

Service Request to Ticket

Can an item that is marked as a service request be converted to a regular ticket (incident, problem, change, release)?
1 Answer
Amy (Dube) Hodgdon Last activity on 12/3/2014 10:05:09 AM by Drake Sigler

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

Custom Ticket Sections for Attributes

Not sure if this is the correct place to submit or if TDHE already has this request on the product roadmap.

I would like the ability to create sections for custom attributes for tickets so that we can organize by category and control thei...
1 Answer
Will Turek Last activity on 10/1/2014 10:42:16 AM by Drake Sigler

What are operational hours?

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



What is a ticketing group?

1 Answer
Aaron Crane Last activity on 9/19/2014 11:58:46 AM by Drake Sigler



Why does the attribute I just created show on all tickets

1 Answer
Aaron Crane Last activity on 9/19/2014 11:32:49 AM by Drake Sigler