Questions

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Update to service request notifications

Where do I update the template for Service request notifications?
Also, can the link to the service request ticket just created only be present if the user can actually access the ticket?
For example, when an external requester submits a ...
1 Answer
Sarah Glatz Last activity on 6/29/2023 12:44:10 PM by Brittany Renn

Convert service request to incident

Hi. I'm looking to convert service request (In my case a purchase item request) and convert it into an incident. This is due to the fact that after the purchase item has arrived and our technician has received the item into our storeroom, I woul...
1 Answer
Phil Thomson Last activity on 12/20/2021 10:21:51 AM by Mark Sayers

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

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

Is there anyway to restrict a Service to be Public ONLY?

I have an instance where we have a ticket application may want to only use a Public form. Is there anyway to restrict the form submission to be Public ONLY?
1 Answer
Mark Sayers Last activity on 6/23/2017 3:21:42 PM by Mark Sayers

Ticket request form help setting

Ticket request form help setting will not "stick". After selecting the box to initially expand all help for the form's field it does not save the state of the selection. No save button and as soon as I navigate away from the Settings tab...
4 Answers
Will Turek Last activity on 11/18/2016 12:08:19 PM by Will Turek

Public Forms

I am eager to try out the 9.4.1 Public Forms capability. Andrew did a great demo on the subject but he started from a form that was already created. Any change of getting a KB article or some instructions starting from scratch?
Thanks!
5 Answers
Billie Herman Last activity on 11/17/2016 4:20:20 PM by Mark Sayers

Possibility of Changing Verbiage from "Service Request" to "Project Request"

Hi Folks,

We are trying to tailor the Services module to fit our particular business need, which is to request projects only, not other types of services. On the Service Detail page, is it possible to change the verbiage of the request initi...
1 Answer
Tom Morgan Last activity on 8/18/2016 11:24:08 AM by Robert Osur

Unable to save tickets

We have been getting a message saying "unknown error saving ticket" when attempting to request a service. What could cause this?
1 Answer
Jami Beintema Last activity on 10/13/2015 12:16:05 PM by Mark Sayers

Adding Service Requests to Ticketing Components

TD help team:

We want to add Service Request to our components list. Right now it will not allow me to edit it to add it to our list.

Thanks,
Jami
1 Answer
Jami Beintema Last activity on 9/25/2015 1:51:19 PM by Phil Curl

Is There a Service Request Responsibility View From the Client Portal?

When a service request is entered, can you see who is responsible for the request from TDClient?
1 Answer
Chuck Renninger Last activity on 5/19/2015 4:16:10 PM by Chuck Renninger