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Service Management
Consumable Inventory Management
A new Consumable item type is available in Assets/CIs applications, with fields for cost, supplier, reorder thresholds, and custom attributes.
Consumables are used for tracking inventory of interchangeable, relatively low-cost items — such as cables, batteries, or supplies — by quantity rather than as individual records with serial numbers like Assets. Ticketing users can record consumable usage on tickets to track cost and chargeback.
- Consumable quantity can be tracked overall or broken out by Location and Room.
- Ticketing users with a new "Add and remove consumables on tickets" permission can use consumables tickets they can edit.
- New report sources allow tracking the details of consumables and their usage: Consumables Report, Consumable Usage Report, and Consumable Details Report.
To learn more about Consumable Inventory Management, see Getting Started with Consumable Inventory Management.
Day 1 Impacts:
- As part of this feature, the left navigation in Assets/CIs applications has been reorganized with the Dashboard, Assets, Configuration Items, Consumables, and Locations sections at the top, then the remaining sections in alphabetical order, with Reports at the end.
- Permissions related to consumable inventory are automatically added to security roles. Asset/CI application security roles with the permission "Create and modify product types/product models of assets" will automatically gain the permissions to Create and modify consumable items, Adjust consumable quantities and Import consumables. Ticketing application security roles with the permission “The user will be able to edit all tickets regardless of type” or “The user will be able to edit tickets for which they are primarily responsible” will be granted the permission Add and remove consumables on tickets.
Automated Ticket Triage
Automation rules can now set ticket fields using AI-suggested values, allowing tickets to be routed and classified automatically at creation based on patterns the model has learned from historical data. When configuring an AI action on a rule, administrators define a minimum confidence threshold the model must meet for the value to be applied, and can optionally configure a fallback value to use when confidence is insufficient. Supported fields include Responsible Group, Ticket Type, Form, Service, and Priority.
AI Problem and Major Incident Identification is available only for organizations with AI ITSM.
To learn more, see Getting Started with AI Ticket Triage.
Problem and Major Incident Identification
AI Problem and Major Incident Detection identifies clusters of related tickets and automatically creates a Problem or Major Incident record once they cross a defined threshold, without requiring a technician to spot the pattern first. Related tickets are added as child tickets as soon as it's created, and a workflow can automatically be applied to investigate and resolve the issue quickly.
To learn more, see Getting Started with Problem and Major Incident Identification.
AI Problem and Major Incident Identification is available only for organizations with AI ITSM.
Delegated Approvals
Client portal users and technicians can designate a delegated approver to review and approve items on their behalf while they are unavailable, and administrators can configure delegations directly for users with unexpected absences.
- Users with the new Delegate Approvals permission can set a delegated approver from Client Portal > Service Requests > My Approvals or TDNext > My Work > My Approvals.
- Administrators can view, create, and edit delegations from a new TDAdmin > Users and Roles > Delegated Approvals page.
- Feed entries note when an approval was made "on behalf of" the original approver.
- A new Delegated Workflow Step Responsibility column is available in the Tickets and Project Requests report sources.
- The My Work > My Approvals filter previously labeled "Service Requests" is renamed to "Tickets."
To learn more about Delegated Approvals, see Getting Started with Delegated Approvals.
Move Workflow Steps to 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.
Day 1 Impact: The pages in the client portal are consolidated for all users.
Related Tickets
Technicians create relationships between tickets separate from the parent/child hierarchy, independent of the ticket's classification.
- A new Related Tickets tab on the ticket detail page lists tickets related to the current ticket.
- Relationships are non-hierarchical and aren't limited by ticket classification: a relationship shows the same way on both tickets.
- Related tickets are reportable using new Related Ticket Count and Related Tickets columns
Day 1 Impact: The related ticket tab is available automatically on tickets.
Global Custom Attributes for Tickets
Organization administrators can define ticket custom attributes at the global level instead of per ticketing application. Global attribute values are preserved when a ticket moves between applications, and can be reported on and used in attribute dependencies across applications.
- The new Tickets section in TDAdmin (TDAdmin > Tickets) lets global administrators define attributes and dependencies and review the protected attribute logs for all ticket attributes (global and app-level) in one place.
- Global administrators can convert an existing attribute to a global attribute or merge an application-level attribute into a global attribute to consolidate similar attributes across applications.
- Global attributes are supported in Form Builder, Report Builder, ticket search filters, standard reports, and notification templates alongside application-level attributes.
- When moving a ticket between ticketing applications, global attribute values are now preserved. Application-level attribute values will still be cleared and recorded in the feed.
To learn more, see Getting Started with Global Custom Attributes for Tickets.
The Merge into Global Attribute action will not be available immediately in version 12.3. It will be re-enabled in an upcoming maintenance release.
Bulk Edit Tickets
Technicians can now 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.
Respond By SLA Options
A new option is available for Respond By service level agreements where the SLA is satisfied based on the first email sent by a user to the requestor rather than based on the change to the ticket status. We recommend that you enable this option for any new Respond By SLAs and consider if it should be enabled for existing ones.
Task Templates on Modify Automation Rules
Automation Rules that apply when a ticket is modified can now apply Task Templates.
Workflow Processing Changes
The system for processing ticket workflows has been updated in order to prevent workflows from stalling when multiple steps act at once. You may notice the following changes:
- When adding or removing a workflow from a ticket or when a step completes, the relevant fields on the page will automatically update.
- If the system is waiting longer than 15 seconds for a workflow step that should complete right away, a message displays.
- Workflow steps will be processed one at a time to avoid concurrency issues. A step that branches to trigger multiple steps to start is still supported.
Day 1 Impact: The change to workflow processing happens automatically.
Conditional Visibility for Static Content
Forms can now display static content conditionally, based on what a user selects in a choice-based field on the same form. Administrators configure this directly in the form builder by specifying which field value should reveal the content; the content stays hidden until a matching selection is made.
Project & Portfolio Management
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.
- A new ticketing application setting "Allow tickets from this application to be added to project-related items" controls whether an application's tickets can be related to PPM items; ticketing application administrators can disable this setting if tickets should not be related to projects.
To learn more, see Tracking Tickets in Projects.
Day 1 Impact: This feature is enabled by default. Ticketing application administrators can disable it at the application level, blocking tickets from certain applications from being added to projects. Project application administrators can limit use of this feature using the Add/Remove Related Tickets security role permission.
Set Project Percent Complete from Plan Percent Complete
Projects managed by a plan can now be configured to pre-fill the Project % Complete field with the plan's calculated percent complete (combined across all of a project's plans, if there's more than one) whenever a project status update is opened. This is controlled by a new "Set Default Project % Complete" setting at the project type or individual project level, and is off by default. Project managers can still adjust the pre-filled value before saving the update.
Capacity Planner Scenarios
Users can save a Budget and Capacity Planner report — along with its filters, grids, and any changes made — as a scenario to reload and compare later, or apply comments directly to the affected projects and requests.
- Users can save the current report as a named scenario from the report toolbar.
- When you load a scenario, the system warns you if the scenario's projects, requests, dates, or shifted resources no longer match current data.
- Users can post a comment to the projects and request affected by a scenario, letting project managers and evaluators know when a change is intended from the capacity planner.
To learn more, see Getting Started with Budget and Capacity Planner.
Day 1 impacts:
- Saving and loading scenarios is available to everyone who already has access to the Budget and Capacity Planner
- The Run/Run Report actions are renamed + New/New Report, to distinguish starting a new report from loading a saved one.
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.
Day 1 Impact: This change is applied automatically.
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.
The Report Builder Agent requires AI ITSM.
Bulk Actions in 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.
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.
Day 1 Impact - Existing saved reports will need to be resaved in order to display the new colors.
Ticket to Asset Reporting
New selectable columns have been added to Ticket and Asset/CI report sources that expose the relationships between tickets and assets.
Expense Forecast Report Source
You can now report on individual expense forecast entries for projects and project requests, including the expense account, funding source, year, and forecast amount for each entry, rather than only the aggregated total.
Workspace Item Report Source
The new Workspace Items report source in the Analysis app lets you build reports across tickets, tasks, and projects that belong to one or more workspaces in a single view.
General Enhancements
TeamDynamix now connects to Microsoft Copilot through a Model Context Protocol (MCP) server, the standard that lets artificial intelligence models safely connect to external tools and data sources. This lets users query and act on TeamDynamix data via the TeamDynamix Web API, directly from Copilot. Once an org connects their instance (via Microsoft Entra), Copilot can be used to look up tickets, assets, and projects, and to take action on them, like updating a ticket, all without leaving the flow of a conversation in Copilot.
- Copilot can retrieve most of what's available through the TeamDynamix Web API, and results respect each user's existing TeamDynamix permissions.
- Any action Copilot takes on a TeamDynamix item asks for confirmation by default
This feature is coming in a maintenance release following this major release.
Attachment-type Custom Attributes
A new Attachment field type is now available when creating custom attributes throughout the system.
Attachment-type attributes support most options that are used by custom attributes (depending on item type), including:
- Required attributes
- Show/hide in client portal settings
- Attribute dependencies (as a child attribute only)
- Protected attributes
Uploaded files appear inline with the attribute on the item detail page and are also pinned at the top of the item's attachments section, counting toward Attachment Count in reports. Attachments via file integrations (e.g. Google Drive and OneDrive) is supported in addition to direct file upload.
Improved Mobile App SSO Support
The mobile app now uses the device's primary browser to authenticate when Single Sign On is configured. This allows organizations where the SSO requires the device's Device ID to use SSO with the mobile app.
Non-Production Environments Settings
A new Non-Production Environments page in TDAdmin > Organization Settings consolidates settings that affect Sandbox and Release Preview environments.
- Two existing settings are moved/copied into this page:
- The non-production warning banner setting is moved from Organization Settings > Site Settings
- The read-only Last Sandbox Refresh property is duplicated on this page (it is still available on the Export/Import Configurations page).
- A new setting is added:
- Admin Service Account target environments — Administrators can restrict a Production admin service account (API key) to specific child environments (Sandbox and/or Release Preview) from TDAdmin > Security. The Non-Production Environments page includes a read-only summary of which admin service accounts are available in each environment. Existing Admin Service Accounts will continue to be available in all environments unless this setting is configured.
Image Alt Text Prompts
An option is available in TDAdmin > Organization Settings > Site Settings to Prompt for image descriptions when uploading images. When enabled, users will be prompted to add alt text every time they add an image via the rich text editor.
Renamed Pages and Links referring to TDNext
Throughout the system, places where the user interface or links in the system refer to the technician interface as "TDNext" now refer to it as "Work Management". Page URLs that contain /TDNext/ and areas related to granting users the TDNext application are not altered by this change.
Day 1 Impact: This change happens automatically.
Support for International Date, Currency and Address Formats
The system has been updated to support non-USA formats for dates, currency, and addresses.
Date Format
The system now allows administrators to set organization-level date and time formats (TDAdmin > Edit BE) and set date and time formats for individual users (TDAdmin > Users & Roles > Users > User Detail). Users will default to using the system format, and system formats default to matching current system behavior. Dates and times saved as text (notably in Feed entries) will always use the system date/time format.
If your organization plans to change the date format, note that dates and times saved as text will not be updated when you change the format. Additionally, the Web API's date input parsing is unchanged and will continue to interpret X/Y/ZZ dates as US month/day/year format first. For these reasons, we recommend that you make this change in your sandbox environment first, review the impact before changing in production, and update any API-based integrations to use ISO-8601 format (YYYY-MM-DD).
Currency Format
The system now allows administrators to set an organization-level locale, which determines which language and country combination is used for currency and number formatting. In version 12.3, this change allows you to alter the currency symbols used throughout the system; all currently supported locales use the same number formatting. The currently supported locales and corresponding currency symbols are:
- English (USA): $
- English (Canada): $
- English (UK): £
- English (Ireland): €
- English (Australia): $
- English (New Zealand): $
If your organization plans to change the currency format, note that currency values stored as text (i.e. Feed entries) will not be updated historically.
Day 1 Impact: In the Excel-based imports, importing a non-numeric value stored as text into a number field now results in a validation error and skips the record, instead of silently importing it as 0. The import behavior for values formatted as numbers in Excel is unchanged.
Address Format
Throughout the system, fields that represent physical addresses have been updated to allow a wider set of address formats. Address fields that were recorded as separate single line text boxes now support a multi-line text area, and State fields have been renamed State/Province and converted to text boxes.
Day 1 Impact: The changes to address fields happen automatically.
- Imports that provide addresses on multiple lines will be automatically consolidated into the new single-line address field.
- Filters that rely on the State field will no longer work and the affected report, automation rule, or workflow condition step will need to be adjusted.
- The longer field values are supported in the API, so it is possible that longer data is provided to an external system, which may not support that field length.
Feed of User Changes
Administrators can now view a chronological feed of changes on user records in TDAdmin, showing what changed, who made the change, and when.
API Changes
The 12.3 release adds new API endpoints:
- New features in version 12.3:
- Ticket to Project Relationships
- Consumable Inventory
- Delegated Approvals
- Global Custom Attributes for Tickets
- Related Tickets
- User Feed
- Other areas of the system:
- Tickets
- Workspaces
- Feed
- Operational Hours
- Project and Portfolio Management
- Assets/CIs
- Custom Attributes
- Client Portal
- People and Groups
- Dashboards, HTML Modules, and Reporting
- Notification Templates
- Time and Expense
- Search and Pagination
To see the full list of new and updated endpoints, see this article.
Deprecated Features
The Windows Budget and Capacity Planner (available in the Downloads application) is deprecated. It will no longer work starting in version 12.4 (target date Spring 2027).