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workflows & application to tickets

This may be answered already, and if so, I'm having trouble finding the answer.
I was asked by a colleague about tickets that don't consistently get workflows applied to them. From what I can tell, the workflow requires 4 criteria, and when t...
1 Answer
Becky Klein Last activity on 2/20/2020 10:26:20 AM by Mark Sayers

How Task notifications work in ticket workflow

There are a few other Question entries related to this, but wanted to clarify for Tasks in workflow specifically:
In a ticket workflow we're testing, it appears that the workflow only notifies one member of the group a task is assigned to. (...
5 Answers
David Durling Last activity on 10/30/2018 1:30:42 PM by David Durling

Ticketing workflow flexibility

To whom may concern,
Is there a way to create a universal work flow in which depending on the requester the ticket may be directed to the appropriate team? Please advise and thank you.
3 Answers
Edgar Garcia Last activity on 2/20/2018 4:44:54 PM 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

Workflows question with regard to completing a ticket

We have a very challenging workflow for our process to remove access from people when they leave the company. We have a list of possible access that people might need to have removed before the ticket can be closed. Not all employees have the s...
3 Answers
Heather Fulton Last activity on 12/15/2017 1:01:05 PM by Serkan Ozsoy

Do people use cards to mange work for Incident and/or Service Request Tickets?

Ithaca College is preparing to implement ticketing in the next couple of months. We are having a discussion around the use of cards and the card wall to mange the work associated with Incident and/or Service Request Tickets. We are interested i...
4 Answers
Bill Liddick Last activity on 9/25/2017 4:31:33 PM by Kathy Holman

How to get items awaiting approval on desktop?

Hi all,
Is there anyway to get something on the TDNext Desktop to show things that are awaiting your approval? For example, I am one of the reviewers for steps in our Change Advisory Board (CAB). I'd like to see anything awaiting my review ...
3 Answers
Paul Chauvet Last activity on 2/16/2017 4:29:41 PM by Mark Sayers

Ticket Workflow: approval step - enhancing email communication

Is it possible to add detail to a notification email when there is an approval step for a ticket? I believe there is only the "Ticket Workflow Step Assignment" notification template at this time to cover all ticket notification tasks. ...
1 Answer
John Crawford Last activity on 12/30/2016 8:50:26 AM by Mark Sayers

Options for updating tickets real-time using workflow

The Web API allows for some useful actions such as reassigning or updating tickets, creating new tickets, etc., that would be very useful for us except for the delay of up to 15 minutes for the web services to operate.
It sounds like the API ...
5 Answers
David Durling Last activity on 12/20/2016 10:42:05 AM by Mark Sayers

If you reject a workflow, can the customer get an email that includes your comments?

I would like our customers to see a TDNext technician's comments when they reject a workflow in a ticket- is this possible in notifications? Right now, they get an email saying it was rejected, but it does not show the comments about why it was ...
1 Answer
Lauren Adams Last activity on 7/29/2016 11:38:14 AM by Mark Sayers

Workflow reporting

I'd like to be able to generate a report that shows me, for each step in a given workflow:
What was the minimum time to complete a workflow step? What was the maximum time to complete a workflow step? What was the average ti...
2 Answers
Peter Mosinskis Last activity on 12/12/2018 12:44:12 PM by Peter Mosinskis

Authenticating with JWTs in a ticketing workflow Web Service Step

I'm trying to set up a workflow that calls the TD Web API to automate some tasks, but I'm having trouble getting the web service calls to authenticate - they keep failing with a 401 Unauthorized, and the logs say "Unable to authenticate"...
3 Answers
Jackson Potter Last activity on 4/6/2016 2:43:56 PM by Jackson Potter

Is it possible for the ticket workflow step to change the value in the Status attribute of a ticket?

We have a Change Request form with Change Request workflow assigned to it. When the ticket gets created, its "Status" attribute value is set to "New". One of the workflow steps is to approve the proposed change. It is possible...
5 Answers
Bodek Frak Last activity on 5/4/2016 3:15:54 PM by Mark Sayers

Is it possible to cancel a workflow assigned to a ticket?

I have a ticket to which a workflow was assigned by mistake. I noticed that there is an option to "Assign Workflow" on "Actions" button menu. Is it possible to do the opposite, that is remove already assigned workflow from the...
2 Answers
Bodek Frak Last activity on 2/17/2016 1:33:04 PM by Mark Sayers

Comparing Creator and Requestor (approver) values in workflow or reports

For an approval workflow where the approver will be the "requestor", is there a way to:
1. enforce that the creator and requestor are different people
2. and/or run a report that will find requests where the creator and requesto...
1 Answer
David Durling Last activity on 2/16/2016 10:39:48 AM by Jamey Stock

How to complete this ticket workflow so that it passes validation?

I'm building my first ticket workflow in TD. I have a first step being configured as Approval type, which is followed by five consecutive Task type steps. I linked Approve to the first step in sequence, and Complete of each task to the next follo...
2 Answers
Bodek Frak Last activity on 2/12/2016 2:09:50 PM by Mark Sayers

What is the purpose of "stages" in the workflow?

Specifically, what is the relationship between "stages" and "steps".
2 Answers
Bodek Frak Last activity on 2/11/2016 2:22:50 PM by Bodek Frak

Ability to assign ticket workflow

My team members do not have the ability to invoke a ticket approval workflow. When they click on their green Actions button in the ticket that is assigned to them, they don’t have Assign Workflow as an option. I have looked on the edit se...
2 Answers
Dawn McIntosh Last activity on 12/22/2015 10:18:35 AM by Mark Sayers

Automatic Workflow attachment

Is it possible to attach a workflow to a ticket template? The goal here is to have either a Service Desk worker or external client (via Self Service) be able to select the ticket template for the service needed when creating a new incident, and ...
2 Answers
Robert Hastings Last activity on 10/20/2015 12:09:47 PM by Robert Hastings

Notifications for Ticket Workflow Approval Steps

Is it possible to have notifications sent to requestors (Client license), when their request is Approved/Rejected during an approval step in a ticket workflow?
For example, we have ticket workflows for website changes that contain Approval St...
1 Answer
Adam Smith Last activity on 10/19/2015 5:22:11 PM by Mark Sayers

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

Sample Branch and Collector Workflows

I was wondering if TeamDynamix has or would be willing to provide a little more detailed explanation of the new workflow "branch" and "collector" step types?
In particular, a commented screenshot demonstrating the use of e...
1 Answer
Adam Smith Last activity on 9/21/2015 3:38:47 PM by Phil Curl

Workflow - branching

Building a ticket workflow where branching might be appropriate, but a couple of questions. Can one of the branched steps be optional? And can people/groups be assigned to these steps?
Thanks in advance,
1 Answer
Dalin Bruns Last activity on 9/14/2015 11:08:35 AM by Jamey Stock

Ticket templates and Workflows

Is it possible, or will it be possible in future releases, to automatically start a workflow from a ticket template without tying the associated services' Request Type to a ticket request?
I am referencing the Tickets - Ticket Workflows - A...
1 Answer
Jeremy Luring Last activity on 6/11/2015 10:52:33 AM by Drake Sigler

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