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Setting Ticket Contacts

Can a custom People Attribute on a ticket be set to automatically become a Contact on that ticket? This seems like a common need. We are collecting several names of People in various roles on some tickets, and we would like them to be Contacts ...
1 Answer
Jon Ricketson Last activity on 9/25/2023 12:52:31 PM by Brittany Renn

Notifications on Status Change

Greetings,
We have specific tickets (All under a specific service) that will need to notify a specific group of people when resolved/closed & Opened/Created. We are using an automation rule to assign the ticket to a specific workflow th...
1 Answer
Rik Miller Last activity on 6/27/2023 9:05:29 AM by Brittany Renn

footer customizations

I've been working on some potential updates to our notification messages, and trying to figure out the difference between each.
We've got a number of notification footers that appear to have been created, but there's nothing in any of them. S...
1 Answer
Becky Klein Last activity on 3/20/2023 4:54:55 PM by Mark Sayers

Project Issue Notifications

I have several questions about project issues and their notifications.
Can issues notify someone other than the project manager by default when they are created? Do updates to issues automatically notify the person responsible? Can th...
1 Answer
Mariah Rible Last activity on 2/14/2023 3:54:29 PM by Mark Sayers

Simple things that just seem broken

Email notifications don't work:
- You update a ticket and you would think that there would be an email records send to the person who updated the record. Nope.
- Someone replies to a ticket that you are assigned to and there is no email n...
1 Answer
Tim Greenwald Last activity on 2/9/2023 10:03:01 AM by Mark Sayers

What is the "Notifications History" for?

Hi,
I'm new to TeamDynamix, and I noticed a "Notification History" icon in the upper right of TDNext...

(The little bell icon.)
When I click on it, this window opens:

I've received email notifications, so I thought tho...
2 Answers
Daniel Zook Last activity on 11/10/2022 10:17:39 AM by Daniel Zook

Display Organizational ID in Notifications

We use Organizational ID to store our University ID number. In a number of notifications we send out via workflow steps, it would be helpful to display the requestor organizational ID in the notification. Is there a way to pull this information i...
1 Answer
Christopher Wagner Last activity on 3/9/2021 12:22:22 PM by Mark Sayers

Private Updates/Comments Notifications

When a technician makes an update or comments on a ticket and it is marked private, and someone replies to that update/comment, who is notified of that reply and who can see it? Are the replies also private and therefore not visible to clients?
...
1 Answer
Aubrey Larimore Vargas Last activity on 11/4/2020 9:06:11 AM by Mark Sayers

Include whole feed in notification emails.

Is there a tag that can be added that will insert the entire "feed" into notification emails? Many of our users have never and will never log in and use the TDClient web interface. We'd like them to be able to see the history of comment...
1 Answer
Kyle Bedwell Last activity on 1/28/2020 10:44:02 AM by Mark Sayers

Ability to stop notification being sent out for certain Agents

We are trying to get our Records and Registration Department to start using TD but they have come up with a big problem for them and feel like other offices should have the same issue.
They do not want there student employees / Part-Time emp...
4 Answers
Kevin Cook Last activity on 8/20/2018 12:17:43 PM by Mark Sayers

Notifications on comments

I have technicians asking questions about replying to comments and notifications, below is their question.

Users are not getting email notifications when I comment on a comment...if that makes sense. I have to create a new comment each...
1 Answer
Denise Nelson Last activity on 4/27/2018 11:23:01 AM by Mark Sayers

Change in IP address for email notifications?

Our postmaster is reporting that email notifications from TD seem to be coming from addresses in the range of 54.240.8.*, which is not within the list of whitelisted addresses at https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=6725. Is...
1 Answer
William Dowd Last activity on 11/10/2016 12:34:07 PM by Mark Sayers

Is there a way for me to change which Users get notifications?

A couple of users in one of our groups is not receiving notifications whenever a client comments on a ticket. Is there a setting that I can look at to see which User is getting what notifications?

Thanks!
Caitlin
7 Answers
Caitlin Baer Last activity on 11/9/2016 2:14:55 PM by Caitlin Baer

Custom attributes - Not Sending Via Ticket Notification Template

I have an automation rule set up to email a shared email address whenever a ticket with a specific type or service is created.
From what I can tell, this email is using our "Ticket Created (Requestor) Template" which shows that Cust...
1 Answer
Sara Solland Last activity on 3/10/2016 10:07:21 AM by Sara Solland

Workflow notifications

We just migrated to the SAAS server and we have not received notifications
on the Library & IT project workflow.

In our old environment everyone assigned to the step would get an email
when a project was submitted.

Am I missing a...
1 Answer
Lisa Veloz Last activity on 10/24/2016 10:43:28 AM by Mark Sayers

Notifications for replies to ticket creation email

I've read the KB article here: https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=4124 but I'm still a bit confused.

For example, on ticket 2124175:

1. The email service created the ticket and a notification was sent to the ...
1 Answer
Jackson Potter Last activity on 10/6/2016 2:36:15 PM by Mark Sayers

How to keep reviewer (or other group/person on ticket) from being notified unless specifically selected to notify via a comment?

Is there a way to only notify a user or group when specifically selected via a comment? I'm trying specifically prevent email replies to the ticket from going to this user.
I was hoping that putting the user as a Reviewer might do it. This ...
5 Answers
David Durling Last activity on 9/19/2016 12:46:37 PM by Mark Sayers

Android users seeing e-mail notifications in tiny font

Hello! I have a user who has a Nexus 5 Android device running OS 6.01, and is using the native e-mail client to connect to an Office 365 account through which he receives TD incident notifications. The connection type is ActiveSync. These message...
2 Answers
Lee Silverman Last activity on 6/23/2016 10:59:17 AM by Matt Sayers

How to notify Resp Group when a ticket is approved

I might be missing something simple here: We have a few automation rules that assign tickets of a particular ticket type to appropriate groups, which works fine. This same ticket type also goes into a workflow with an approval step - but when t...
1 Answer
David Durling Last activity on 3/14/2016 2:20:39 PM by Mark Sayers

Will the 9.3 upgrade change current mail functionality until the local Email Service is upgraded?

Hello,

In regards to the upcoming SaaS update to 9.3:

We use the TeamDynamix SaaS service with the Email Service 9.0.0.2 installed locally.

The release notes for version 9.3 include some Email Service changes "Notify responsib...
3 Answers
David Durling Last activity on 2/19/2016 6:05:44 PM by Matt Sayers

Is there a way to have the Resp Group notified when an attachment is added to a ticket?

If a requestor or technician adds an attachment, I don't see a way to make it alert the group of that. I tried selecting "Notify primary reviewer and others of new/edited tickets? " on the ticket type, but that seems to have no effect....
1 Answer
David Durling Last activity on 12/2/2015 1:20:02 PM by Mark Sayers

Creating a request form with notifications turned off

Is there a way to make a request form not notify a client that a ticket was create for them? I was looking through all the options in request for and couldn't spot one for notification status and was wondering if I am missing something.
1 Answer
Forrest Ewen Last activity on 12/2/2015 1:11:19 PM by Mark Sayers

Ticket notifications

Are there additional settings for managing notifications, especially in ticket workflow, besides the option under Ticket type - Notify primary reviewer and others of new/edited tickets? Our users are concerned they will get too many email notif...
3 Answers
Dalin Bruns Last activity on 11/13/2015 4:07:53 PM by Matt Sayers

Why aren't Task notifications included in the ticket feed?

We're trying to confirm when the task notification is going out to users or groups, but we are not seeing the notification listed in the ticket feed. We are using all options; tasks are manually added sometimes with a Predecessor, a task templat...
1 Answer
Kathy Holman Last activity on 10/20/2015 2:14:42 PM by Mark Sayers

Notification Emails

I have a couple of questions about the notification emails that get sent out.
Is there a way to get rid of the 'To comment on this item, reply to this email.' code at the bottom of the emails? Is there a way to get the CreatedDate tag t...
1 Answer
Derik Holland Last activity on 10/14/2015 3:27:22 PM by Phil Curl