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Hi everyone, I am currently working on creating SLA’s that are valid per area of our department.The biggest issue is regarding escalations, and when waiting for a user to respond to a question. My question(s): Can you reset an SLA timer when you set a status to: Awaiting User Response, or something very similar? When escalating a ticket, can you also change the timer when it is escalated? Thank you,

Hello, I have created relational list custom fields for service records and action items which target users as the entity. Is there a way to set filters on the field using variables to filter the list dynamically? For example, I would like to filter the custom user field based on company of the requestor.This is similar to how the requestor field is filtered by the defined company in the service request, or how the available admins are filtered by the admin group. 

Unable to find a resolution to this yet, but trying to run an API call for service records and I’m being hit with a timeout on anything over about 25 records. The below response came back after only 51 seconds. HTTP error occurred: 504 Server Error: Gateway Time-out for url: https://mycompany.sysaidit.com/api/v1/sr/?limit=200 Can I extend this timeout somewhere to allow it to fetch bigger batches?

 We'd like to make comments mandatory on surveys, but it appears we're unable to find a method to achieve this. Is it feasible?

How can I set-up a Filter Menu so that I can order my task by time ASC or DESC.

Afternoon Folks, I’m trying to set up a flow from Salesforce Cases to Sysaid.When a Salesforce case is assigned to a specific group I have it set to send an email to helpdesk@mycompany.org that will come from noreply@salesforce.org Is there a way to tell sysaid to not attempt to send notifications to on ticket creation/modification/closure? John

Hi all I hope your well, I am looking for some support on understanding if I can have 3 different customers access Sysaid but not see each others incidents/requests, updates or asset lists.I have been searching the knowledge base and do not seem to be having much luck with identifying the white paper. Any support or direction would be greatly appreciated. 

I have an issue from time to time, the notification emails to end users don't always come through.In the general settings, all the setups are checked: assigned administrator, responsible administrator, request user. Notifications are set to be sent to the submit user for the service record, and notifications will be sent for all new service records with a priority greater than or equal to priority Low. Everything is checked.However, I still encounter issues.I've noticed that when I reset my notification settings for 'email to end user regarding' and then modify it back to my own layout, the notifications suddenly start coming through by email to both administrators and end users.But it's not intended for me to do this every time, right?Is there another setting elsewhere, or do others experience the same issue?

Hello,I am working on an existing request form.I’d like to update the text of the email that is sent out to the form requestor when the request is completed.I can’t find where in SysAid to edit this notification that is emailed out.Where should I look?Thanks!Reed

Hello all! We are using routing to assign tickets to an admin. Is there a way to add a cc so another can see the ticket info when assigned? (cc won’t be assigned obviously). Thanks so much.JeffreyB

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.

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?

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? 

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

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

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.

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,

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?

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

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?

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: 

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

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 ?

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.

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: