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  • 84 Posts
  • 192 Replies

84 Posts

C
Community Enthusiast
COKWriterCommunity Enthusiast
asked in Ask A Question

How to prevent re-open by end user after a period of time

We would like to allow the re-opening of incidents and request but only for a certain period of time after it is closed. End-users are re-opening  tickets months after they are closed. We need to force them to open a new ticket rather than re-opening an old ticket. Can this be done? If not, can we prevent re-opening only for incidents and not requests? The Self Service Portal General Settings page has a setting that includes incidents and requests in the option to allow the reopening of a ticket by an end-user.

2
M
8 months ago
S
slattmanNew SysMate
asked in Ask A Question

service record action items

Need to disable about 125 action items in Enabled status, previously enable during either testing or in early development and implementation.  Is ther a way to do a bulk update from the Service Record Action list?

3
S
8 months ago
zoewalters
Active talker
zoewaltersActive talker
asked in Ask A Question

Admin Notifications - how to customize

Is it possible to customize the emails that are received by administrators?These are the ones that are set in General Settings: We’ve kept them out of the box, so the subject reads:“A service record #nnnnnn has been assigned to your group”And, the layout is plain text, not HTML formatted. I’d like to change these, but it doesn’t seem to match the format in Settings>Customize>Notifications>  Email to administrator regarding a Service Record. Are these notifications held elsewhere? How would I change them? 

7
alin.lupascu
SysAider
8 months ago
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Ask A Question

Enable Password Services in AGent MSI (using transform)

Hello, How can I enable password services in the agent.msi using a transform? I see a property named “ENABLESYSAIDPS”. Is the the correct property? Should it be -1, 1, or 0? Thanks

2
J
Community Enthusiast
8 months ago
I
IT_NPCNew SysMate
posted in Ask A Question

Additional notification types for admins who work remotely

There are email and sms notifications, but here are some ideas for those hard-to-reach admins who work from home:Doorbell integration - in case you've fallen asleep this can wake you up Home automation - flash the lights on and off in case you have headphones on Wellness check - alerts local law enforcement so they can knock on your door Pizza - similar to wellness check and comes with food Shock collar - typically used for dogs but can fit humans Fire alarm - localized sprinkler activation

6
I
8 months ago
P
Community Enthusiast
PauloSantosCommunity Enthusiast
asked in Ask A Question

How to clear a sort from the "Additional Attribute Mappings" field?

Hey guys, whats up ? I need a help to resolve a problem the LDAP. I have a configuration in SysAid on LDAP from the company. I need to clear one define at the "LDAP Attribute Mapping". I know first need to remove bond, but dont' know as clean former information. Basically I have a configuration egual the documentation: https://documentation.sysaid.com/docs/ldap-form-attribute-mapping-tab#:~:text=LDAP%20Attribute%20Mapping and it works many good. I am in production environment and need avoid loss the calleds. Thanks a lot for the help.

4
A
8 months ago
P
Community Enthusiast
PauloSantosCommunity Enthusiast
asked in Ask A Question

Alter parament in report "Create New Clustered Report", custome.

Hey guys, good morning!A need a help for alter one value in report.I am in job on company  it has a one report done in jrxml, but I need alter some parament. The question it is dont having code jrxml  for alter parament.Existist one location in sysAid  than can I change the parament this report?Gratful,

2
P
Community Enthusiast
8 months ago
P
Community Enthusiast
PauloSantosCommunity Enthusiast
asked in Ask A Question

Help for create forms

Hey guys, good morning!I need help creating an IT ticket opening form. My idea is to create an opening form for the help desk and print a different form the guys for the fieldMy biggest problem is creating a data bond, for example, people put the address and the printing pulls that information.Could clarify which best practine for create?

2
A
8 months ago
I
irenazajcNew SysMate
asked in Ask A Question

Filter "Phase"

I would like to set-up view to be able to filter (see) all requests in selected phase of workflow. I can’t find field Phase in Sysaid.  BR, Irena

2
alin.lupascu
SysAider
8 months ago
Steve_IT_FPST
Active talker
Steve_IT_FPSTActive talker
asked in Ask A Question

Restricting Templates by User (or group)

I noticed that when setting up Categories that you can say which user groups can see those Categories and I wanted to know if there is a way to limit Service Desk Templates that way as well.   We will have several options that are for specific locations or departments because they have customized software that is not used by anyone but them so I do not want users who are not at those locations to see those options in the Template drop down in the Self Service portal.Is this possible?

2
Steve_IT_FPST
Active talker
8 months ago
P
Community Enthusiast
PauloSantosCommunity Enthusiast
asked in Ask A Question

Remove information duplicate in Section/Departament/locality (LDAP)

Hello guys, good morning!I need to clear a one field Which name is "Section/Department/locality", thoses field before was bond with is LDAP.The question is I don't have access to the backup and I need to clear without to harm the history previous.One situation occurred previously was a upgrade made to AD to alter name, department the other informations in user to system, that he finished up finished including some information incorrect.Now AD it is correcty and whitin to SysAid we can verify this, but still persist some information duplicate.If can help me, I will be grateful. I will put exemple the down: Classification removed, according to exemple down:but continues having information save in sistem and duplicate: 

2
P
Community Enthusiast
8 months ago
C
Active talker
Colin BodkinActive talker
posted in Ask A Question

Is there a way to require comments on service record surveys?

We want to require comments on surveys but can’t seem to find a way to do that.  Is this possible?

1
E
SysAider
9 months ago
M
molloNew SysMate
asked in Ask A Question

LDAP Scan for only add new Users

Is there a way to set the LDAP to restrict it to only load new users from an active directory instead of using the full scan or normal scan option ?

2
M
9 months ago
H
haimgNew SysMate
asked in Ask A Question

Getting a specific value from a relational list

Hi, I would like to get a specific value from a relational list to send in an email notification,I know its suppose to look something like this:$AccountObj.getCustValues('srSubTab_cust_hilanet',$resource).getCaption($CurrentActionItem.getAddonFieldValue('CustomColumn371srSubTab'))but for some reason it’s not working…Please assist me with this and if there is any documentation for getting these custom values it would be very helpful :) Thanks in advance,Haim.

4
H
9 months ago
zoewalters
Active talker
zoewaltersActive talker
asked in Ask A Question

Power BI Extract Customise Output

It is possible to customise the Power BI extract? I have a monthly report that exports to CSV and arrives by email When I attempt to set up the Power BI extract, these are the headings I have, and they are limited.How can I match the email report items to the Power BI extract?but my report headings are these and do not match the options in BI Analytics settings:  

1
A
9 months ago
zoewalters
Active talker
zoewaltersActive talker
posted in Ask A Question

What do your end user emails look like?

I’m really interested to see how people have customised their end user emails.We’ve currently got an email that uses IF statements to determine if the ticket = new or closed, but I’d like to add statements to identify if a ticket is pending a response from a user, is awaiting vendor or has been reopened, and send text accordingly. What types of emails do you send to your users, and what information do you include?

5
alin.lupascu
SysAider
9 months ago
gauer
Community Enthusiast
gauer
asked in Ask A Question

Does Sysaid Svc acct need Domain Admin

Does the Sysaid Svc account need Domain Admin rights if we are not installing the client?  We stopped using the client and cant see any reason not to remove these privileges.  Is there something I dont know about? Thank youG

6
A
9 months ago
M
mjbeebeNew SysMate
asked in Ask A Question

Example of Triggers with Field Customization

We would like to add Java code to enhance some custom fields.  Is there an example of Triggers? Or currently the advanced tab for our fields goes to some code snippets for Form Display, Client-side validation, etc.  Should we use those fields?

1
S
SysAider
10 months ago
M
MaticPNew SysMate
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

5
S
SysAider
10 months ago
A
AdiNew SysMate
asked in Ask A Question

5 years old tickets

Hi Team, I need support to download tickets from past 5 years, I got update from sysaid support that we can only see 1000 tickets on bowers but can anyone please suggest how to download  3 or 5 years old tickets from this platformThanks,Adi

4
A
10 months ago
A
AnneveNew SysMate
asked in Ask A Question

Customising Lists/Forms

Hi team,  Myself and my colleagues are in the process of creating a new request form.  We would like to know if it is possible to duplicate fields? We currently see no way of doing this, and on more than one of our questions on the form we require the same ‘answer box’ to say the exact same thing, however when setting up the new fields, the captions cannot be the same and we are unable to duplicate a field more than once onto the same form.  Any help you can provide would be very beneficial, thank you!  Mitsubishi Electric IT Support Team 

1
S
SysAider
10 months ago
A
amackinnonNew SysMate
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.

2
2
11 months ago
M
Matt BNew SysMate
asked in Ask A Question

exclude twitter links in user signatures

Is there any way to exclude twitter, facebook, linked in images in end user email signatures ?  When user s submit incidents / requests they have images / links in their signatures.  These come into sysaid as attachments and are unwanted by our service desk staff. 

1
S
SysAider
11 months ago
Steve_IT_FPST
Active talker
Steve_IT_FPSTActive talker
asked in Ask A Question

How to change your "Account Default Time Zone"

We are moving from an On-Premise setup to the Cloud and when I was entering our Operating Times I noticed that it said “*Note: The times above relate to account default time zone: EST”.   We are actually in the Pacific Time zone (Nevada, USA) but I cannot find where to change that (if I need to that is).  Can anyone help?

4
A
11 months ago
P
prateekkumarNew SysMate
asked in Ask A Question

How does an attendance management system track employee attendance?

An attendance management system tracks employee attendance by recording their actual working hours, time off, breaks, login, and logout time.

1
A
1 year ago

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