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Customize

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

  • 69 Posts
  • 168 Replies
69 Posts
N
nmazibukoNew SysMate
asked in Customize
Auto populate user information

How do I auto populate user information on a service request template? If I select the user from a drop down menu, I would like to auto populate their department, location, ID etc

80
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ewilkingNew SysMate
asked in Customize
Remove columns as end user

As a non-admin end-user of SysAid ticketing system I need to be able to remove or hide (or even reorder) columns to be able to see all columns which are relevant to me without side scrolling to get to something important such as Location. (I am a Field Technician, so this is a pain point and inefficiency for me on a daily basis.) I’ve spoken to my coworker who has admin access and he says he cannot make the change for me because we need management permission. In my experience if you have to ask permission, the answer will either be no or nothing will be done at all. What I want to do is a very basic function found in databases and spreadsheets. I’ve searched here and in user guides and find nothing (other than the admin option.) I’ve tried what I think is every possible setting available to me. Am I missing something? Any help with this would be appreciated, it is so frustrating.

151
SysAid Copilot
SysAider
cdub490
Community Enthusiast
cdub490Community Enthusiast
asked in Customize
Automated Send Message

Good day:We have a “canned” script embedded in messages. When we assign SRs to process managers, we use Send Message to communicate to the submitting user that we have received their SR and are working on it.Is there a way to automate that, where SysAid will send the message when either the “Assigned to/Process Manager” field is filled, or the Status changes from New?Thank you.

193
cdub490
Community Enthusiast
S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Customize
Edit template

How do I add a place for users to add in the room number, in the user information when they create a incident?  I want to edit the template so they can put in the room number they are in that they are requesting help.

262
simonamirza
SysAider
A
Community Enthusiast
aaronjCommunity Enthusiast
asked in Customize
Hiding templates

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

1233
J
R
rui.novaisNew SysMate
asked in Customize
emails notifications filter not working

HiI’m trying to filter some emails sent to an administrator((Description Like onboarding And (Title Like Hire Or Title Like Rehire)) Or (Description Like leaving And (Title Like Termination Or Title Like Termination)))But the filter is not working.I’m still receiving emails out of this filter.Can you please let me know what can I be doing wrong?I had some words in Description, for example, but I deleted all and left only one.But keeps not working the filter.BEst regards,Rui Novais

452
P
SysAider
C
Community Enthusiast
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. 

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S
Active talker
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.

551
BiancaVatrici
SysAider
S
Active talker
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.  

701
simonamirza
SysAider
S
Active talker
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? 

612
S
Active talker
S
Active talker
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.

1073
S
Active talker
J
Active talker
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.

1173
itsdevops
C
Community Enthusiast
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?

421
iulian.olaru
SysAider
S
Active talker
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

1473
S
Active talker
A
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

562
A
N
Community Enthusiast
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?

2524
alin.lupascu
SysAider
J
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  

703
J
J
Active talker
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

751
C
SysAider
P
Pavlos
asked in Customize
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

674
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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?  

451
iulian.olaru
SysAider
mmachado
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?  

542
mmachado
J
Active talker
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.

531
E
SysAider
C
Community Enthusiast
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.     

1081
dragos.baciu
SysAider
R
Active talker
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 

1085
R
Active talker
R
Community Enthusiast
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? 

280
R
Community Enthusiast

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