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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,

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.

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.

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.

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

After sysaid agent instalation, the Bitefender Endpoint Security slow down at all updades.This is a known issue?

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.

If I rename my PC will SysAid update the asset name or will I have to reinstall the agent to see the change?

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 

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?

I need to pull custom Lists into Excel - How To? Specifically the “Location” list.

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. 

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

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?

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?

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  

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?

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

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  

Is there a location where outgoing emails go into a queue before they get sent. If many emails get sent at once will the be put somewhere before going out? 

we are trying to set up our sysaid tickets with weights and was wondering if anyone out there had any ideas that work for them or access to some kind of best practices etc

We are using SysAid as a campus wide ticketing system.  So all “help” questions flow through SysAid.  Whether it be a ticket regarding Facilities, IT, Marketing, Research, etc.   I have added some code to our email notifications and based on what category the end user choose is what email notification he/she gets.  Same with administrator notifications.  I have added the same code to the administrator notifications however, any of those categories that use a request template do not get an email that they have been assigned a ticket. I’m assuming because it uses the Process manager field over the Assigned to field. How do I make this function?

Hallo Zusammen Ich habe den Auftrag erhalten eine Auswertung zu erstellen welche alle Tickets aufzeigt, die älter / länger als 30 Tage geöffnet sind. Unter den Berichten konnte ich mit den bestehenden Optionen eine solche Auswertung nicht durchführen. Als Umgehungslösung habe ich eine Auswertung erstellt welche alle Tickets pro Jahr ausgibt und diese als CSV exportiert was aber ziemlich umständlich ist. Gibt es einen Tipp / Trick? Habe ich etwas übersehen? Danke für eure Rückmeldungen. Freundliche Grüsse Tobias

Hi there! My company was subscribed to SysAid a few years ago but unfortunately did not continue with the licensing due to some issues. Our IT personnel had performed an SQL dump on the SysAid server to create a backup and acquire the faq files, attachment files, etc. The files are all .DAT file format, where opening them with Microsoft Word or Excel would not display them correctly (Encoding issue). I have tried setting them to all sorts of different encoding but to no avail. Please help me! 🙄 Cheers.

Buongiorno , volevo chiedere un'informazione , nei miei ticket incident ho N. stati (nuovo,aperto,assegnato a , in attesa , chiuso) avrei bisogno di estrarre un reporto mensile e annuo che mi dico il numero di ticket per stato con il relativo orario. es: nel mese di dicembre 10 nuovi 1 aperto 1 assegnato a 0 in attesa 20 chiusi con relativo orario di cambiamento stato . questo mi serve per poter sapere in quanto tempo è stato gestito un ticket , usando lo stato nuovo e lo stato chiuso. è possibile gestire anche degli sla? es: poter impostare orario di lavoro dalle 9 alle 18 poter impostare in quanto tempo deve essere gestito un ticket. Con la mia vecchia azienda era anche possibile vedere a video una pagina http tutti i ticket aperti chiusi in attesa etc. grazie