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  • 37 Posts
  • 77 Replies

37 Posts

zoewalters
zoewalters
asked in Ask A Question

Can we create a web app dashboard like the mobile app layout?

I’ve seen people asking for the mobile app to look like the desktop, but I’m the opposite - I would like to create a dashboard for my administrators to have access to easy-click buttons to access their own active incidents, the unassigned queue, and be able to customise a landing page.The current dashboards aren’t suitable for what we need - but the mobile app looks good to users but they’re desktop-based more than mobile.Has anyone customised a landing page for admins in this way? Is it possible?

0
zoewalters
4 days ago
A
amackinnon
asked in Ask A Question

Option to de-escalate ticket doesn't work in Firefox Browser

When service records become escalated in the system, they cannot be closed before they are de-escalated. This is fine, however when using Firefox, the pop-up window generated by Sysaid to de-escalate the Service record is a full-screen new-window popup and the buttons do not work. Pressing “okay” in the prompt does nothing. This issue has followed every version of Firefox I’ve used for the past 4 years. In any other web browser (Chrome, IE, Edge) the de-escalation prompt presents as a small popup window and the buttons work as expected.

1
NatCohenSheffer
SysAider
19 days ago
A
Arivera3D
asked in Ask A Question

Have a daily automation to create a new ticket

I have had an IT manager request for an automation for creating a Sysaid ticket at the same time everyday. Is there a way to schedule with in Sysaid to make a new ticket or will I need to rely on an external trigger. For example creating a macro to email and rely on email rules to create the ticket?

2
NatCohenSheffer
SysAider
19 days ago
M
MaticP
asked in Ask A Question

Is it possible to put more fields in 1 row

Hi everyone,we have simple yet complicated question :) Is it possible to put more different fields in 1 row, so view would be more organised? This is view now... and this is view, how we’d like to have it, but there’s no option for it (some high end Photoshop/Paint skill included here :P ): If not in designer, is it possible to change some files directly on the server and add some CSS to it in some way, directly inside server files? Thank you for all help and regards

4
E
21 days ago
M
Murilo da
asked in Ask A Question

API SSO

I can’t send request for login with my credentials. Someone can help me?

1
NatCohenSheffer
SysAider
27 days ago
A
Anneve
asked in Ask A Question

Error when setting up self-service password reset/account unlock

Hi, I was wondering if anyone might be able to help.  One of our user’s is getting below error when they are trying to set up the self-service password reset/account unlock function.  We have tried resetting the users password and asked them to try again but they are getting the same error. Our team have never seen this error and it is only this 1 user who is affected by it.  Can someone please point us in the right direction on how to resolve this issue? Any advice would be much appreciated :)!  Kind regards,Mitsubishi Electric IT Support Team  Error message when trying to set up security questions for self-service password reset/account unlock 

3
Maayan Karstaedt
SysAider
1 month ago
M
Matt B
asked in Ask A Question

Workflow Notifications HTML Dropping Text

Workflow Notifications are dropping characters when we are using html. Example :  We have a notification that is merging  the ${ReqUser.FirstName} into the notification.  We are seeing characters in the first name missing in the sent notification .  Emily will send as Eily .  Is there a solution or best practice when using HTML in the messages ? 

1
Maayan Karstaedt
SysAider
1 month ago
J
jreynolds
asked in Ask A Question

How long are tickets kept in the system?

I see in the documentation that tickets are auto archived after 12 months and that it is possible to set escalation rules to archive them sooner. But, once archived, how long will tickets remain in the system? Is there any way to see in the system how long this time is set for?

1
Maayan Karstaedt
SysAider
1 month ago
OrlandoLocke
OrlandoLocke
asked in Ask A Question

Email notification to user regarding a Service Record

I get an error every time I edit the email notification mentioned above.  It says “Seems like the HTML code used is corrupt/obsolete and cannot be edited with the new editor without breaking the notification”.  Can someone please send me the generic/default HTML code for this notification? Thank you in advance,Orlando Vasquez

3
S
1 month ago
J
Jordanho
asked in Ask A Question

Unable to Assign Request User when Inserting a Service Record from a Workflow Notification

I have some workflow notifications which are being used to insert service records depending on whether certain criteria is met in a service request. My assumption was that the “Request User” on the service record initiated by the workflow would be the user assigned to the action item in the workflow, but that does not appear to be the case.When I create the workflow notification the Request User field defaults to my account. I can change the user but cannot clear the user. How do I ensure that the user assigned to the action item is the user who is making the request when the service record is created by the workflow?I am running SysAid on-prem version 22.1.65 b20.

2
J
2 months ago
G
Goater83
asked in Ask A Question

Customized fields and action items - not available for selection to add into request template

Hi,  I’m new to this group and just getting started with SysAid Workflows, so any help would be greatly appreciated!I’m getting some issues when creating customized action items or service record items not being available for selection when trying to add them to a request template. It looks as if I have to wait 24 hours or so for these custom fields to become available (frustrating but I can live with it), and whilst I’ve had some success, custom fields becoming available for selection can be inconsistent. For example, I created two custom service record fields yesterday, 1 being a list and the other being a text box. Both are ready and created in the custom fields lists. The list was available to add to my request template today, but my text box was not and I have no idea why. I’ll likely have to delete it and start over. Does anybody know why custom fields may not become available for addition e.g. Am I making the caption too long, does the database reject it for a reason? Many thank

3
Maayan Karstaedt
SysAider
2 months ago
C
Colin Bodkin
asked in Ask A Question

Where is the Azure integration schedule configured?

Per the Azure integration description in the marketplace (https://www.sysaid.com/it-service-management-software/marketplace/azure), “The integration runs these data imports on a schedule that you define; saving time and preventing human error that could occur from manually copying the data.”  Where is the configuration for the schedule?  I am not seeing it in the interface nor documentation.

3
Maayan Karstaedt
SysAider
2 months ago
C
Colin Bodkin
asked in Ask A Question

Documentation for "Other changes are made" notifications for Assigned group members

The "Other changes are made" notifications for Assigned group members is vague and I can’t find any documentation on what that covers.  Please provide details on this in future documentation.

3
Maayan Karstaedt
SysAider
3 months ago
N
nwaima
asked in Ask A Question

Email Rules on SysAid

Hi, we have encountered numerous instances where new incoming emails were logged under an old job ticket instead of raising a new ticket for the job. Please we need help on this. Thanks.

1
Maayan Karstaedt
SysAider
3 months ago
J
jgriffiths
asked in Ask A Question

Dark Mode when?

SysAid makes my eyes bleed in the morning and evening, when will you implement a dark theme?

3
Maayan Karstaedt
SysAider
3 months ago
C
ChiJc
asked in Ask A Question

Workflow Notification triggered based on data entered in field

I am trying to setup a notification that will be trigger when the service record is updated, or action item tab is closed.  The notification would need to be sent to a specific employee or group based on what data is entered in a specific field.Example:  On the SR there is a field for new supervisor (custom field).  We would want the notification to be sent to that specific supervisor so they can do the next action item in the workflow. How would this be setup in the workflow / notification? Jamie Chavez

3
Maayan Karstaedt
SysAider
4 months ago
S
Stremote
asked in Ask A Question

Endpoint Security Performance

After sysaid agent instalation, the Bitefender Endpoint Security slow down at all updades.This is a known issue?

1
Erik Snider
SysAider
4 months ago
N
nikolai.kleiman
asked in Ask A Question

Blank page in Incidents view

Hi, We have blank page in Incident view while Assets and other parts are working just fine. After several minutes, Incidents view is working again. This repeats several times a day every day. Anyone ideas about what could be wrong? No CPU usage at any time (40-60%), disk/memory ok. Moved to another DataCenter (vmware) and still the same.

4
N
4 months ago
R
rpersad
asked in Ask A Question

Update Of Asset Name

If I rename my PC will SysAid update the asset name or will I have to reinstall the agent to see the change?

1
Maayan Karstaedt
SysAider
5 months ago
S
SChandiramani
asked in Ask A Question

Escalation Rule effectiveness

Hi,I have created an rule that should trigger the action (send notification) 1 hour after the SR is created and unassigned. When an escalation rule is created or updated, does the rule affect:Tickets created after the rule was updated/created? To all existing tickets?Cheers 

1
Maayan Karstaedt
SysAider
5 months ago
L
Landers
asked in Ask A Question

auto close action item on field updates

I have created a workflow for onboarding new team members.  One of the action items is to create the domain ID and enter it into a database.  I have 2 fields, the first requires the ID be entered and the second I want to require a yes response that the database has been updated.  When these 2 activities are completed, I would like to have the action item status be automatically updated to completed.  I am unable to find instructions on how to accomplish this, can anyone provide some insight or a document link?

3
L
5 months ago
gauer
gauer
asked in Ask A Question

I need to pull custom Lists into Excel - How To?

I need to pull custom Lists into Excel - How To? Specifically the “Location” list.

1
Maayan Karstaedt
SysAider
5 months ago
lanseriait
lanseriait
asked in Ask A Question

Asset - Preventative Maintenance

Under Assets the Tab Maintenance there is a default field called Last Maintenance. How can a organization utilize this field to notify the admin if the last Maintenance has been over 30 days for example. We want to implement a process were the Asset is maintained and remind the admin to maintain. 

4
lanseriait
5 months ago
G
gemcka
asked in Ask A Question

Sysaid across 2 domains

Hi - I don’t know if any of you can help?I use Sysaid at here at my company - we have recently been taken over by another company and now form part of a group (2 Companies).I have joined the domains as part of a forest with a two way trust relationship - is there a way I can use Sysaid to interrogate and manage the other domain? Many thanksGav

1
Maayan Karstaedt
SysAider
6 months ago
M
MikeH
asked in Ask A Question

New Note opens a tabinstead of pop-up in Chrome

When I click on New Note in Chrome it opens a new tab instead of creating the pop-up. I cannot add from the new tab. Something changed in my settings for the browser I’m assumingbut I can’t find it. Thoughts?

1
Maayan Karstaedt
SysAider
6 months ago

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