TeamDynamix will be updating the platform to version 11.10 on Saturday, October 19, 2024. The release will include a number of enhancements to the service management process, administrative features, the client portal experience, and to reporting.

Read below for more information about particular features and enhancements.

Service and Asset Management Enhancements

SLA Completion Options for Initial Respond and Initial Resolve

This new setting added to the SLA process, when enabled, will allow the initial respond or resolve time to be used instead of the ending resolved and responded date for tickets placed on hold or reopened. More information about using this setting can be found on the TeamDynamix webpage, Responded and Resolved dates vs Initial Responded and Initial Resolved dates.

Allow Workflows on Tickets with Public Requestors

A new setting lets workflows to be applied to tickets from public forms and tickets without a full requestor record. Selecting Public and Read-Only Requestors allows workflows to be applied to tickets that lack a full requestor record.

Portal Administration Enhancements

Client Portal Visibility Permissions for Technicians

Security role permissions have been added to the client portal that control who can view details and feeds for articles and services. Previously, technicians could access this content based on their access to TDNext, even when they wouldn’t otherwise need that access. The added permission options are: Access Service Catalog Details and Access Knowledge Base Details.

Reporting Enhancements

Email Reports to Groups

The Report Builder delivery options now allow you to send a report to a Group, in addition to individual users.

Exclude On Hold Time from Ticket Metrics

In Ticket reports, new metrics have been added to Report Builder that exclude time during which a ticket was On Hold. For more details about ticket metrics, visit the TeamDynamix page, Metrics/KPA in Ticket Reports.

Admin Enhancements

Email Attachment Type Allow List

New configuration settings let administrators specify which file types are supported as email attachments. (The default list of supported attachments remains unchanged.) This feature can be found at TDAdmin > Email > Email Attachment Types.

API Changes

Maintenance Activities in API

The following methods have been added to the TeamDynamix Web API for Maintenance Activities. For additional information, visit TeamDynamix Web API.

• GET (gets a list of maintenance activities currently on a ticket)

• GET (gets an individual maintenance activity on a ticket)

• GET (gets the feed entries for a maintenance activity)

• POST (creates a new maintenance activity on a ticket)

• POST (updates a maintenance activity)

• PUT (updates a maintenance activity with a new set of values)

• DELETE (removes a maintenance activity from a ticket)

Version 11.10 Features Already Released

Some version 11.10 changes have already been released as part of a maintenance release for version 11.9. They include:

Allow Client Users to Notify Contacts when Creating Tickets (Service and Asset Management)

This option has been added to the form builder to allow the Notify Contacts checkbox to appear on client portal forms. This allows requestors to choose to notify the individuals they add when creating a ticket.

Merge Multiple Tickets (Service and Asset Management)

TDNext users can now merge multiple tickets by selecting them in the Ticket search page and then selecting Actions > Merge Tickets.

Subscribe to Articles and Categories (Client Portal)

Client Portal users can subscribe to KB articles and categories. They will be notified of changes made to the published version of the article or, in the case of a category, when any article in a category is changed or when a new article is added to a category.

Control Module Visibility in Client Portal (Client Portal)

Administrators can control the visibility of various modules in the Client Portal. Find the Default Module Settings at TDAdmin > Client Portal Application > Modules & Pages.

Control Column Visibility for Tickets in Client Portal (Client Portal)

Administrators can control which columns appear on the Ticket Requests page in the Client Portal. Find the Ticket Requests Columns settings at TDAdmin > Client Portal Application > Service Catalog.

Private Client Portal (Client Portal)

Administrators can mark a Client Portal as private in Site Settings, requiring users to sign in before accessing its content, using the checkbox Only allow authenticated users to view the Client Portal.

Opt Out of Hyperlinks in Reports (Reports)

Report Builder includes an option to include or exclude hyperlinks in Excel exports of TeamDyamix reports.

Include Workflow Task Responsibility in Reporting (Reports)

TDNext users can now report on the Workflow Step Responsible field for a Ticket, when the step is a task that is waiting to be completed.

Issue and Risk Category Permissions (General)

The Manage Issue Categories and Manage Risk Categories permissions have been added for creating, editing, and deleting risk categories.

Features Not Yet Released (Still in Beta)

Two AI-related features designated for version 11.10 are still in beta testing by TeamDynamix. More information on these features will be available in the future.

AI Ticket Summaries

This feature uses AI to generate a summary of a ticket’s details and recent feed activity. When available, the user selects the View Ticket Summary panel at the top of the ticket. Once TeamDynamix has released this feature, it will need to be enabled by the administrator before becoming available to users.

Revise with AI

This feature uses AI to analyze text content for grammar, spelling, and conciseness. When available, the Revise with AI button will be found in all TDNext and Client Portal rich text editors. Administrators can control availability of the feature using a new permission on global security roles.