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Generating Ticket from Poor Survey Response

My team would like to have a ticket generated when a satisfaction rating of 4 or lower is received from a survey response. This question is similar to the question linked here, except rather than generating emails to a certain group, it would c...
1 Answer
Jacob Adams Last activity on 12/11/2023 4:30:03 PM by Brittany Renn

Workflows with Incident Requests

Our default form is an incident form and I am currently using a webhook in Slack that ties to an automated workflow in TDX so whenever an incident comes in we get notified in a channel. I just noticed an annoyance that it switches all the inciden...
1 Answer
Kevin Ferguson Last activity on 3/5/2020 7:26:11 PM by Kevin Ferguson

Creating ticket relationships

I'm trying to find a way to link two or more Service Requests or Incidents to one another. It seems the Parent/Child relationship function is reserved for relating lesser ticket types (Incidents and Service Requests) to Changes or Problems.
2 Answers
Andy Spaccio Last activity on 12/10/2019 1:47:28 PM by Greg Van De Mark

Notify parent primary responsible when a new child is added

Is it currently possible to notify the primary responsibility of a parent ticket when a new child is added?
We are having issues with tier 3/4 technicians not getting notified when tier 1/2 techs add child incidents to a major incident.
1 Answer
Mason Johnson Last activity on 9/4/2019 3:59:38 PM by Mark Sayers

KCS and Knowledge Base Articles: What KB article to associate?

We only document items in our KB that are specific to our university; general info can be Googled. If we resolve the ticket referring to general info, what KB article do we associate with the ticket? What is the KCS way of handling this?
1 Answer
Greg Van De Mark Last activity on 5/8/2018 3:52:27 PM by William Cochran

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

Service Request vs. Incident classification capabilities

It seems that tickets classified as Service Requests are now treated very similarly to Incidents within TeamDynamix. For instance, now either can be rolled up into a Problem ticket.
Are there any capabilities gained by using one verses the o...
2 Answers
David Durling Last activity on 10/10/2023 12:04:10 PM by Brian Dellinger

Setting a parent/child relationship with incidents

We had two incidents created in our office this morning (one by me, one by a co-worker). Since they were about the same issue (for different requestors), I wanted to make one the parent and one the child. However, I couldn't get it to work. I wen...
1 Answer
Dan Adler Last activity on 3/7/2017 11:15:34 AM by Mark Sayers

Setting Responsible as Required

We don't want an incident to become 'unassigned', not be associated to a group or technician. I see I can set Responsible as a required field on our Incident form, to eliminate the possibility of having an 'unassigned' incident on creation. But...
1 Answer
Kathy Holman Last activity on 9/15/2015 10:30:54 AM by Jamey Stock