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Customize

Custom Notifications, Custom Logo & Branding, Html Configurations, and more

64 Posts
158 Replies

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64 Posts

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SuperSalmonActive talker

asked in Customize

Custom Notifications

As part of our Custom Notifications we have a simple two-answer survey that is sent out to an end user when a SR is marked as completed. Currently this is what we’re using…#elseif( ${Status}=="Completed"Hi ${ReqUser.FirstName},Your ticket with a title of ${Title} has been completed with the following resolution - ${Resolution}To help us improve our services, we would love to hear about your experience with us.Did the Support colleague resolve your ticket to your satisfaction?I’d like to be able to tag onto this that I don’t want it to be sent to any of our assigned administrators/process managers. Our IT team tend to raise SR’s on behalf of other users and this means when they’re marked as completed, they receive the survey. Many thanks for any advice.

201

29 days ago

SAMMYLUCActive talker

asked in Customize

override SLA at ticket level

We have some tickets that are determined not applicable to the SLA. Is there a way to have the system not report them in the SLA counts? A ticket level override? Now I manually adjust reports.

291

2 months ago

SAMMYLUCActive talker

asked in Customize

Admin Prompt prior to closing ticket

We are looking to add a prompt when an admin closes a ticket. The prompt would ask them to verify that they have completed a closing audit and add final notes. Does SysAid have functionality on incident forms to display prompts based on status?

362

2 months ago

SuperSalmonActive talker

asked in Customize

Notifications - link to Service Portal

I’m attempting to include in our notifications to an end user, the URL which will take them directly to their Self-Service portal. We have a direct link to it via our intranet currently which is https://bernicia.sysaidit.com/servicePortal/. I’m using the Insert → Link function and pasting in the URL into the URL field but upon saving, it is defaulting to servicePortal/. Consequently when the end user clicks the link contained within the email, they receive the ‘Hmmm… can’t reach this page’ message.

523

3 months ago

Joel_JoseActive talker

asked in Customize

Logos for SSP tiles

Hi All Please let me know from where we can get icon or logo for SSP tiles.

603

3 months ago

chrisisCommunity Enthusiast

asked in Customize

What Actions spawn notifications?

I can only find the tag “ActionNotification” in the documentation, that states, “the action that caused the notification” but I can’t find a list of what actions actually cause notifications. Is there a list somewhere?

211

3 months ago

SuperSalmonActive talker

asked in Customize

Email Notifications

I’m struggling to understand why a ‘Completed’ email is not being sent out when a Request is marked as ‘Request Completed’. If an Incident is marked as ‘Completed’ the email is being sent out as expected. The Custom Notifications form reads as per the below. I’d also like to include a message when a Request/Incident is marked with a status of ‘Deleted’ but using the #elseif( ${Status}=="Deleted" ) doesn’t generate an email either.#if( ${Status}=="New" )Hi ${ReqUser},Thank you for submitting your service request. The ticket number is #${ID} - ${Title}. Someone from the service desk is in the process of reviewing your request and determining a resolution.Updates will follow when the incident is assigned or resolved.Kind regards,Bernicia ICT Team#elseif( ${Status}=="Completed" )Hi ${ReqUser},Here is an update on ticket number #${ID}-${Title}.The administrator that was assigned to your ticket is ${AssignedTo}.Your service request #${ID} has been closed with the following resolution - ${Act

723

4 months ago

angelsntNew SysMate

asked in Customize

Configuration agent permissions

hi, I have a group of agents. I need that each agent only view his own tickets. Where can I define it? I try in the permissions in the agent group but it is not working. Thank you

352

8 months ago

nnemethCommunity Enthusiast

asked in Customize

New Custom Fields Stuck In "Pending Addition"

Hi, I’ve added some new custom fields fr service records and they’ve been stuck in “Pending Addition” for more than 12 hours. What steps can I take to move these out of Pending Addition into Ready?

1954

8 months ago

Joseph PinedaNew SysMate

asked in Customize

use of #if

Try to create an if when you are category “Help desk”, otherwise go to the spanish section. #if( ${Category}!="Help Desk")#else Category: ${Category} Sub Category ${SubCategory}Title: ${Title}Description: ${Description}#endCategoría: ${Category} Sub Categoría ${SubCategory} Título: ${Title}#if( ${Description} && ${Description}!="") Descripción de la solicitud: ${Description} #endbut always puts both optionsI need that if it is "help desk" it stays until the #end in red, and if it is not "help desk" that happens after the #end in red thanks

463

9 months ago

Joel_JoseActive talker

asked in Customize

create radio button action item field

I wanted to create a action item or SR action item where there's or the fields are displayed in the form of radio buttons

Assign holidays for all agreements and companies

Hello,Not sure if this has been asked before but I couldn’t find any reference in the help manual or in a previous post, so I will make a new one.Is there a way to exclude days (e.g. holidays) from the “Operating times” but not to perform the “add”/”save” actions for each agreement/company? Thanks

484

9 months ago

diegoimageNew SysMate

asked in Customize

When i choose field change template

Hello!I need change template requisition when I choose some subtype, each subtype should show specific description.I read some topics but I don’t underst, anyone can help me?

261

10 months ago

mmachadoNew SysMate

asked in Customize

We need to pull the "assigned to" from the parent ticket, so that the inserted ticket has the same requester

We need to pull the "assigned to" from the parent ticket, so that the inserted ticket has the same requester. It would be possible?

322

10 months ago

Joel_JoseActive talker

asked in Customize

New feature request , changing the execution order of routing rules

Hi team,It would be great if there was an option to change execution order in the routing category.For eg: if there any many routing rules and we want to add a rule that should be implemented or should appear in the the second position of the routing rule. Currently i think that is not possible.It would be great if there is like a drag the a particular rule and place it at any position we want.

311

1 year ago

chartCommunity Enthusiast

asked in Customize

Make fields required based on custom field

Is it possible to make fields required only when the change type is specified. i.e. If Standard is selected all things are required. If Emergency is selected only the Implementation Date & Time is required.

701

1 year ago

rdtjbrownActive talker

asked in Customize

Workflow - Dependency issue?

Hi all,I’ve run into a slight issue with my workflow where Stage 3 isn’t activating (See image below) and I can’t spot where I’m going wrong. The first workflow route is working okay, but I can’t get the second route to behave properly. I have a custom list (YES/NO) setup where by if field = YES, then go from Stage 1 to 2. If this field = NO then it should go from Stage 1 to 3 but the stage 3 tab/action item just isn’t activating. Stage 3 dependencies

715

1 year ago

Reed the SwedeCommunity Enthusiast

asked in Customize

modify the default message when a ticket is created

I’m trying to update the message that is displayed when a new ticket is created in the self-service portal.Currently, when I create a new ticket from a form on the portal this message is displayed on the browser window:Thanks for submitting your Incident (new ticket #). We're on it!A solution is due by 10/30/2023 02:13 PM. Where would I go to update this language?

130

1 year ago

chartCommunity Enthusiast

asked in Customize

Registry keys to generate a report.

Is it possible to use the registry keys to generate a report for assets that have a value of 1 vs 0. We are trying to find out if PCs are set to auto login or not. We have the values in our assets from: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon\AutoAdminLogon. We do not want to have to verify all 2000 assets individually.

502

1 year ago

zpierskallaNew SysMate

asked in Customize

Change SysAid SPOC Icon?

SPOC IconIs there a way to change the icon that deploys with the agent to user computers?I’ve been digging around and haven’t been able to find any documentation on this.Thank you!

601

1 year ago

VixerActive talker

asked in Customize

Dark Mode or Manual color page/text change.

Is there a on prem release that has dark mode for the Incident List and Tickets?If not is there a way to manually modify only my view and have the colors of the page and text changed so I can see better. My vision is not what it once was and am having difficulties reading the tickets.Thanks.

2163

1 year ago

bretyounCommunity Enthusiast

asked in Customize

Mapped Attributes as Fields in SR

I want to create a Tab in a Incident subtype that would allow me to list all of the mapped LDAP attributes (i.e The SysAid fields of Email, Text Message etc) of the submit user. Is there a way of doing that?

343

1 year ago

Antonio GSUCommunity Enthusiast

asked in Customize

Is it possible to add multiple assets to one request or incident?

I am looking for a way to modify the Incident and Request form to accomodate more than just the Main Asset. We have requesters that need to borrow multiple laptops and I would like to be able to select them from one request number. Please help.

484

1 year ago

minh.nguyenNew SysMate

asked in Customize

Customizing Notifcations

Hi I like to say I’m really bad at Apache Velocity language and I find it difficult to get my head around. 😅From the beginning the problem I face is editing notifications for Service Records, I want different fields to appear on the SR Notification depending on which Sub Types is used on a Service Record. I’m aware if I change the Service Record notification and add tags for custom fields it will apply to any new Service Record created which I don’t want. I’ve created Custom Fields and added it to specific Sub Types, and I’m struggling to use IF Statement to differ the email notification depending on which Sub Types is filled by an end user whether it’s an Incident form or Request form. Is their an easier way to do this? I would also like to see some examples of this if this is possible! Warm Regards,

811

1 year ago

aaronjCommunity Enthusiast

asked in Customize

Hiding templates

Is it possible to hide change templates? For example, unfinished or no longer used templates.

802

1 year ago

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