The official article from TDX is available on their solutions portal (separate login required). Version 12.3 is now live at MSU. Some of the new features are highlighted below.
Navigation
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Bulk Actions
Editing Tickets
Technicians will be able to select multiple tickets on the Ticket Search page and update standard and custom fields in a single bulk edit operation in the Actions menu. Users supply values only for the fields they want to change and fields left blank are not modified on any ticket. Custom attributes are shown when they are editable and present across all selected tickets' forms.
Reports
A new option in the ticket and asset report builder enables checkboxes in the first column when you run a report. Once you run it, you can select items and apply any of the bulk actions that item type supports. The option to enable bulk actions is not available in Analysis reports as they can span tickets and assets that are in multiple applications.
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Ticket to Project Relationships
Project managers and team members can relate tickets to a project, issue, risk, or project task, so work tracked in a ticketing application stays visible from the related project item and vice versa.
- New tabs or project sections sections are available on tickets, projects, project requests, issues, risks and tasks that show the relationship between tickets and project items. On projects and project requests you can see all tickets related to the project/request and its component items.
- When creating a relationship to an issue, risk, or card wall task, users can optionally enable Close on Ticket Completion so the related item closes automatically when the ticket closes.
- New columns are added to ticket and project report sources for reporting on ticket-to-PPM relationships.
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Reporting Enhancements
New Report Editor
The report builder page has been rewritten, with the following new capabilities:
- Collapsible Report Sections - Each section of the report builder starts collapsed, with the ability to open the sections you need each time you edit a report. Information badges on the section headers preview the configuration inside the section.
- Reorder Filters - Filters can be reordered in a report without breaking any Advanced Filtering Expression you may have configured.
- Change Tracking & Undo/Redo - While editing the report, the editor keeps track of what changes you have made, shows which sections have changes, and allows you to undo/redo changes made to the report in this session.
- Inline Preview - when building a report, the preview page will show what the report will look like.
- Rearranged Fields - Fields in report builder related to report results or charting are now grouped together.
Report Builder Agent
The Report Builder Agent is a chat interface for creating and refining report builder reports using natural language. Users can describe what they want the report to show, ask questions about the data, and the agent updates the report in real time as changes are requested.
Other capabilities include:
- Agent vs Technician change tracking - running counts distinguish between changes made to the report by you versus the Report Builder Agent for better understanding and troubleshooting.
- Dedicated "ask" buttons - Have the Report Builder Agent summarize the report definition or ask what it can do at the click of a button.
Priority Colors in Report Charts
Charts sliced by Priority now use an intuitive color scale from green to red, so priority levels are recognizable at a glance, with distinct shades when multiple priorities share a color. You will not need to update existing reports. They will switch to this color scheme automatically.
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Workflow Steps Will Now Appear on the Client Portal Ticket Detail Page
In the client portal, workflow step actions are moved from the separate Current Workflow Step page to the Ticket Detail page, showing in a new Current Activities side panel, matching how workflow actions display in TDNext.
- The same information and capabilities are available in the client portal, but consolidated into one view.
- The Current Workflow Step page is removed; hyperlinks to it (including from existing notification emails) automatically redirect to the Ticket Detail page, including when someone clicks that link after the workflow step has been removed.
- The default Ticket Workflow Step Assignment and Ticket Workflow Step Reminder notification templates are updated to link to the ticket details page only. If your customized version of these templates still includes both links, you may want to update them to show one link.
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