Questions

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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

New Application does not automatically notify requestor

We created a new app. However, the box for notify requestor is not checked by default as with our other application. All of the notification templates are enabled.
1 Answer
Mark Sayers Last activity on 8/9/2017 12:03:15 PM by Mark Sayers

System Re-opening tickets

Multiple tickets are being reopened after they have been closed. Message from technician: This ticket I am 100% sure I closed a few weeks, ago. Ticket was reopened [Ticket ID Redacted]. This morning the ticket was not in the queue. A few minutes ...
1 Answer
Tamisha Waden Last activity on 9/14/2016 2:39:17 PM by Robert Osur

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

Security of site-created ticketing appplications

We are planning to set up a ticketing application that will contain sensitive personnel information. This ticketing application content must be limited to only those TDX users that are assigned access to the application.
General question: In...
1 Answer
Larry Creel Last activity on 5/4/2016 11:32:06 AM 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

Feed Entries - Can you toggle a default setting to automatically make it public or private

When assigning an item to My Work the feed entry announcing the addition is private. Is it possible to make it public by default? The service requestor could use this as a notification that the service request has been assigned.
1 Answer
Chuck Renninger Last activity on 5/19/2015 3:36:07 PM by Chuck Renninger