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...
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...
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...
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 ...
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.
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...
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 ...
Is it possible to get a New Service Request button next to the New Incident
button in the ticketing application?
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...
Or am I just missing it? I was asked by someone at our school and did not have a reason to give them.
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...
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...
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 ...
Can I configure a service level that alerts me when the ticket is about to exceed the service level? If so, how?
Can an item that is marked as a service request be converted to a regular ticket (incident, problem, change, release)?
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...