Customize

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

  • 59 Posts
  • 149 Replies

59 Posts

S
Community Enthusiast
SuperSalmonCommunity Enthusiast
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

3
S
Community Enthusiast
10 days ago
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

2
A
4 months ago
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?

4
alin.lupascu
SysAider
4 months ago
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  

3
J
5 months ago
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.

2
jsidoti
Guru
5 months ago
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

1
C
SysAider
5 months ago
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

4
P
6 months ago
D
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?  

1
iulian.olaru
SysAider
6 months ago
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?  

2
mmachado
7 months ago
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.

1
E
SysAider
8 months ago
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.     

1
dragos.baciu
SysAider
8 months ago
R
Community Enthusiast
rdtjbrownCommunity Enthusiast
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 

5
A
8 months ago
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? 

0
R
Community Enthusiast
9 months ago
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. 

2
J
9 months ago
Z
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! 

1
I
SysAider
9 months ago
Vixer
Active talker
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.

3
jsidoti
Guru
9 months ago
B
Community Enthusiast
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? 

3
I
SysAider
10 months ago
A
Community Enthusiast
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.

4
A
Community Enthusiast
10 months ago
M
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, 

1
C
SysAider
10 months ago
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.

2
A
10 months ago
R
Community Enthusiast
rdtjbrownCommunity Enthusiast
asked in Customize

Multiple escalation rules per template

Hi there, I’ve setup a problem template and a couple of unique ticket statuses restricted to this template and trying to apply multiple escalation rules to this particular template, There are 4 rules in total.For testing purposes I’ve set each rule to be 5 minutes apart:  Rule 1  Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 10 minutes after ModifyTime. Notifies: ME!, Administrator. Escalation Level 1 Rule 2 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 15 minutes after ModifyTime. Notifies: ME!, Administrator. Escalation Level 2 Rule 3 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 20 minutes after ModifyTime. No

1
iulian.olaru
SysAider
11 months ago
D
DbrownFCNew SysMate
asked in Customize

Form Designer in New Requests

Hey All, When staff enter requests, we often use the message tool to respond/send messages. but unlike the a new incident, the request down keep a “message” tab that saves the events.  Anyone know of a way to design the form of the Requests? 

1
Gus
SysAider
11 months ago
R
Community Enthusiast
rdtjbrownCommunity Enthusiast
asked in Customize

Workflow designer - optional action items

Hi there, I’ve been tasked with setting up a template which requires approval by one of two approvers based on the value in a custom approver field (List of approvers). My workflow at the moment looks like this, All in one column/tab: ApproveAutocomplete step (Used for Data Population from the external custom approver field to the local custom approver field used in the workflow).  Approver 1 - Dependant on autocomplete step completion and requires custom approver list value that equals approver 1.  Approver 2 - Dependant on autocomplete step completion and requires custom approver list value that equals approver 2. So if approver 1 is chosen, the Approver 2 action item isn’t completed and vice versus which means the workflow tab isn’t completing - Does anyone have any tips/tricks on how I could perhaps autocomplete the non-selected approver’s action item? EG. IF approver = 1, Then autocomplete approver 2’s action item      IF approver = 2, Then autocomplete approver 1’s action item?  

3
Gus
SysAider
11 months ago
S
sbrown.matthews.com.auNew SysMate
asked in Customize

Customer Satisfaction Survey Reminders and Better Placement

We use the Customer Satisfaction Survey to measure our internal IT teams customer service rating, and we what to increase the response rate of the survey by sending out a reminder if an internal user hasn’t completed a survey for a completed ticket. Is this possible via sysaid, and we would like to make the survey that is currently on the bottom of the ticket more visible, how can we do this?

1
A
11 months ago
A
Community Enthusiast
aaronjCommunity Enthusiast
asked in Customize

Workflow Notifications - Custom fields

I have created a workflow notification that creates a secondary SR depending on if a user answers a question in a specific way Is it possible to populate the secondary service record with data from custom fields from the original SR?

1
raluca.zarnica
SysAider
1 year ago

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