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

  • 156 Posts
  • 343 Replies
156 Posts
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 

1283
Maayan Karstaedt
SysAider
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 ? 

251
Maayan Karstaedt
SysAider
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?

511
Maayan Karstaedt
SysAider
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

1843
S
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.

922
J
Active talker
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

1953
Maayan Karstaedt
SysAider
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.

963
Maayan Karstaedt
SysAider
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.

523
Maayan Karstaedt
SysAider
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.

561
Maayan Karstaedt
SysAider
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?

3503
Maayan Karstaedt
SysAider
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

1523
Maayan Karstaedt
SysAider
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?

321
Erik Snider
SysAider
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.

2384
N
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?

741
Maayan Karstaedt
SysAider
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 

541
Maayan Karstaedt
SysAider
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?

1253
L
Community Enthusiast
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.

341
Maayan Karstaedt
SysAider
lanseriait
lanseriaitNew SysMate
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. 

834
lanseriait
G
gemckaNew SysMate
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

1281
Maayan Karstaedt
SysAider
M
MikeHNew SysMate
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?

1631
Maayan Karstaedt
SysAider
S
Community Enthusiast
Shaun DaviesCommunity Enthusiast
asked in Ask A Question
Create Service Requests

We currently have Incidents and I would like to setup Service Requests for additional access\ functions\ features\ accounts etc.Has anyone done this on SysAid? Is there any documentation on how to do this?

1625
Karlson
Super SysMate
S
Community Enthusiast
Shaun DaviesCommunity Enthusiast
asked in Ask A Question
Incident Response Not Updating Incidents

If a user responds to an email that is sent to them through SysAid the update does not appear on the Incident.  Is there a way to do this.  I have checked the email integration settings and it appears to be ok  

884
Karlson
Super SysMate
L
Community Enthusiast
Lauren MyersCommunity Enthusiast
asked in Ask A Question
Link a Service Record to a Request

Our institution is using SysAid for employee onboarding.  HR starts the process with filling out all the employee details.  Information Technology and Facilities then get assigned incident requests to get the account, equipment and room ready for the new employee.  Is there a way to link the service records that are created for these departments back to the request so when they close out the tickets HR is notified?

1173
Maayan Karstaedt
SysAider
G
GuyMuirNew SysMate
posted in Ask A Question
Acces au configuration de SLA/SLM

Bonjour serait-il possible de savoir quels droits donner pour avoir accès a ceci merci

261
Sela Weinrob
SysAider
C
Community Enthusiast
COKWriterCommunity Enthusiast
asked in Ask A Question
Question- How to setup Email Notifications when a Request is completed to Group that is not the assigned group

I am using Sysaid Cloud version.  I want to setup a notification that delivers an email message to an Admin Group when a request is ‘closed’.  (Request Completed)This admin group is not the assigned admin group, just a group of interested people who need to know when other requests are completed.Where would I do this? Is it in Workflow Notifications? I looked there but was not sure what to put on the Service Request Details screen regarding Request User.  These notifications apply to all request users.Thanks for your attention  

1741
Sela Weinrob
SysAider

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