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#random, I don't know where is the right place, just ask the question here :)

  • 114 Posts
  • 253 Replies
114 Posts
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 

391
S
SysAider
1 year 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.

1222
2
1 year 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. 

441
S
SysAider
1 year 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?

884
A
1 year 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.

181
A
1 year ago
zoewalters
Active talker
zoewaltersActive talker
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?

301
A
1 year ago
A
Arivera3DNew SysMate
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?

3692
A
1 year ago
M
Murilo daNew SysMate
asked in Ask A Question
API SSO

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

431
A
1 year ago
A
AnneveNew SysMate
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 

1093
Maayan Karstaedt
SysAider
1 year ago
M
Matt BNew SysMate
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 ? 

221
Maayan Karstaedt
SysAider
1 year ago
J
jreynoldsNew SysMate
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?

421
Maayan Karstaedt
SysAider
1 year ago
OrlandoLocke
Community Enthusiast
OrlandoLockeCommunity Enthusiast
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

1563
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1 year ago
J
Active talker
JordanhoActive talker
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.

582
J
Active talker
1 year ago
G
Goater83New SysMate
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

1633
Maayan Karstaedt
SysAider
1 year ago
C
Active talker
Colin BodkinActive talker
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.

793
Maayan Karstaedt
SysAider
1 year ago
C
Active talker
Colin BodkinActive talker
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.

453
Maayan Karstaedt
SysAider
1 year ago
N
nwaimaNew SysMate
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.

461
Maayan Karstaedt
SysAider
1 year ago
J
jgriffithsNew SysMate
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?

3183
Maayan Karstaedt
SysAider
1 year ago
C
ChiJcNew SysMate
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

1223
Maayan Karstaedt
SysAider
2 years ago
S
StremoteNew SysMate
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?

181
Erik Snider
SysAider
2 years ago
N
nikolai.kleimanNew SysMate
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.

1964
N
2 years ago
R
rpersadNew SysMate
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?

631
Maayan Karstaedt
SysAider
2 years ago
S
Community Enthusiast
SChandiramaniCommunity Enthusiast
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 

481
Maayan Karstaedt
SysAider
2 years ago
L
Community Enthusiast
LandersCommunity Enthusiast
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?

1033
L
Community Enthusiast
2 years ago
gauer
Community Enthusiast
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.

251
Maayan Karstaedt
SysAider
2 years ago

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