Ask A Question

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:

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:  

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?

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

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?

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

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 

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.

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. 

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

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?

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

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?

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?

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

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 

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 ? 

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?

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

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.