Is SysAid able to generate its own Service Records on a scheduled basis? For example, members of our Service Desk team have set tasks that they deal with on a monthly basis and the idea is for SysAid to raise these as a SR and assign to the relevant user for review.
As part of our Custom Notifications we have a simple two-answer survey that is sent out to an end user when a SR is marked as completed. Currently this is what we’re using…#elseif( ${Status}=="Completed"Hi ${ReqUser.FirstName},Your ticket with a title of ${Title} has been completed with the following resolution - ${Resolution}To help us improve our services, we would love to hear about your experience with us.Did the Support colleague resolve your ticket to your satisfaction?I’d like to be able to tag onto this that I don’t want it to be sent to any of our assigned administrators/process managers. Our IT team tend to raise SR’s on behalf of other users and this means when they’re marked as completed, they receive the survey. Many thanks for any advice.
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Hi there,I’m trying to configure a last modified SLA but running into a slight issue with how it works. For example:When a incident service record has not been modified within the last 15 hours (in certain statuses) - Send a reminder to update the service record. If the administrator updates the service record following the reminder reset it. Following the reminder, if a further 5 hours passes without an administrator updating the service record, set the custom field ‘Last Modified SLA’ to be ‘Breached’. The issue I’m having is the ‘Escalation Agent User’ is resetting the last modified date every-time an escalation rule runs. I don’t believe I can use the ‘Reset Escalation Level’ because that would mean the SLA would never be breached due to the ‘Escalation Agent User’ setting the ‘Last Modify time’. Example:Reminder:Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Op
Hi On-Prem SysMates, Can I call you OPSM? Ok, maybe we need to think of a better name (suggestions are welcome in the comments section!). Now, where was I? Oh yeah! Our new version, which also includes Linux, is up and ready for your upgrade: Download SysAid v22.3.35 On-Prem Release Highlights include:New “Additional Data” box gives filtered information on the SSP ticket view giving you only the information you needUsers now enjoy a “cleaner” view of their ticket information in the Self-Service Portal (SSP).The Additional Data box in the ticket view includes only relevant fields (per ticket template) that were filled in (upon ticket creation). No more redundant, empty fields.There’s no need for set up, but admins can easily define fields to be displayed separately in the Ticket Info box in the Settings. Improved Management of Azure Active Directory Automatic updates: All updates to users and groups in Azure are immediately and automatically synced into your helpdesk. No need for schedu
Hello,I’m struggling with action item call through the API.Based on the documentation : I tried the following API call on Postman: The “type” is not working (even copy past from the doc) and without the type I juste have a 500 internal error from the server. ids = my request ID Can someone help me with this ?
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Has anyone had any success with deploying the SysAid Agent for Mac and having a configuration file that populates with URL, Serial and account? We use Jamf Pro to push out apps and configurations for our macs and I can get the package to install, but it doesn’t fill in the above information. We do not use the RDS for Mac. Thanks!
During my trials with Sysaid and working with my sales engineer they told me there was a way to restrict character lengths for custom fields that I enter? For example:I want to create a field called Project Descriptionand I need to limit the input size for that to 25 characters I cannot find where to do this? am I missing something, or is this a feature that is not actually available
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Hello Everybody, I’m struggling to add a attachement (xlsx file) to an existing SR. Here is my code :Function Add-SysAidRequestAttachment { [CmdletBinding()] Param ( [parameter(Mandatory=$true)] [String]$BaseURL, [Parameter(Mandatory=$true)] [Microsoft.PowerShell.Commands.WebRequestSession]$SessionToken, [parameter(Mandatory=$true)] [String]$RequestID, [parameter(Mandatory=$true)] [String]$FilePath ) Begin { $VerbosePreference = 'Continue' } Process { Write-Host "Entering Add-SysAidRequestAttachment" # Préparer l'URL pour l'upload du fichier [System.Uri]$Uri = "$BaseURL/api/v1/sr/$RequestID/attachment" # Lire le fichier à envoyer Try { $fileStream = [System.IO.File]::OpenRead($FilePath) $fileSize = $fileStream.Length Write-Host "Fichier chargé : $FilePath, Taille : $fileSize bytes" } Catch { Write-Host "Erreur lors de la
Hi Team, I noticed that when I’m replying for the email of a ticket through outlook, new tickets generate automatically for the existing tickets. Kindly provide feedback on this issue. Ex: Original ticket is #123456 and when replied to it #123457 Re: Urgent Tickets - 1542329 and next #123458 Re: Urgent Tickets - 1542329 are created.
Hey. I wonder if the Jira integration add-on is working with JSM (jira service management) as well? TnxYosi
Can someone let me know how we can set a different default font and size when sending a message?
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