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Customize

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

  • 64 Posts
  • 159 Replies
64 Posts
R
Active talker
rdtjbrownActive talker
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

371
iulian.olaru
SysAider
1 year 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? 

1051
Gus
SysAider
1 year ago
R
Active talker
rdtjbrownActive talker
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?  

1263
Gus
SysAider
1 year 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?

1011
S
1 year 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?

991
raluca.zarnica
SysAider
1 year ago
zoewalters
Active talker
zoewaltersActive talker
asked in Customize
Untick the 'include details of SR' in Send Mesasge function by default

When an administrator sends a message from within the ticket- the boxes are ticked by default:  Include the details of the Service Record.  Add attachments also to the SR.  Is it possible to make them unticked by default?Thanks!

633
I
SysAider
1 year ago
J
Community Enthusiast
JSR ICTCommunity Enthusiast
asked in Customize
Possible to add #if #end clause in a table in a notification mail

Hi, Is it possible to add an @If statement in a table in a notification mail.It keeps disappearing when I put one in?! Kind Regards,Rudi

855
alin.lupascu
SysAider
1 year ago
R
Active talker
rdtjbrownActive talker
asked in Customize
Multiple templates per sub type

Hi there,I’ve recently been tasked with setting up some new templates and I can see that there are multiple templates using the same Sub type.When setting up a new template from Service Desk Templates > Incident Templates I’ve tried duplicating one of the templates that uses the same sub-type but that just creates a new sub type and when trying to create a new template from scratch (In Service Desk Templates > Incident Templates) i don’t have the option to select which sub type to use.  Where am I going wrong?  Kind regards, J

1081
alin.lupascu
SysAider
1 year ago
S
Community Enthusiast
samkatCommunity Enthusiast
asked in Customize
Example of How to use Custom Field "Display in List" to highlight values by color

Hello, there was an old post way back on the old forms where a user used the customization options on the “Advanced” tab of Customize > Field Customization to highlight the values in a certain color based on that value. I believe the example was a basic Low,Medium,High, with “High” showing in Red in the list. We are able to get HTML style values inserted into the “Display in Form” options, but cant seem to get anything to work in the Display In List box.Anyone doing this successfully or have any examples?Thank you for any guidance!

491
S
SysAider
1 year ago
N
Newbie_be_INew SysMate
posted in Customize
Help with Escalation Rule using "Time to Respond"

Scenario:Ticket is created User receive notification for ticket creation User supply additional info, unsolicited by the assigned administrator, on the ticket via email or notes resulting in the ticket status changing from “New” to “User Responded”.I would like to create an ER along the lines of if “Status=User Responded” AND “Time to Respond=isEmpty” then “Status = New”. Obviously, the ‘Time to Respond’ variable type is Float so a value of ‘isEmpty’ is not suitable. Additionally, the ER is not triggered when ‘Time to Respond’ is set to 0 or 0.00.Is there a default value for ‘Time to Respond’ similar to isEmpty or Null? I would also welcome any alternative logic. 

1107
N
1 year ago
S
SSB IST UserNew SysMate
asked in Customize
oAuth mail check creating duplicates

Hi Team,  I’m noticing that since implementing oAuth for mail receipt, emails are creating multiple tickets within the platform. Is this something that others have experienced before and how did you resolve it if you did. 

685
S
SysAider
1 year ago
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Customize
Trim email body after any of these regular expressions

Hi, I’m trying to figure out regex to clean up my ticket notifications containing email. In integration>email there is and Advanced Options. There, you are supposed to be able to “trim” at the point of the regex match. I simply can not figure this out (not a unix/linux guy). Can someone recommend a regex that I can try please? Make it simple like only include current email body or something like that. Thanks in advance.

831
S
SysAider
1 year ago
gauer
Community Enthusiast
gauer
asked in Customize
Templates are not appearing in Template List after creation in Admin Portal

I’ve created new Templates for a new Support queue, and they do not appear in the Drop Down list in the Admin Portal.They DO appear in the SSP tho!  I’ve verified the user permissions, ‘visible to end user’ checkbox and everything else I can think of.  Even created a new sub type and tried that - all with no joy! Please help,  

952
gauer
Community Enthusiast
1 year ago
J
JooooolsNew SysMate
asked in Customize
Created a custom calculated date field

I have created a custom date field which displays on all assets.  I would like it to be auto populated with a date calculated from another field, ie. add 4 years to the Purchase Date field.Can this be done please?

291
J
1 year ago
L
Community Enthusiast
LandersCommunity Enthusiast
asked in Customize
Can action items have a different category than the service request?

I am trying to determine if the multiple action items within a workflow can be assigned different categories than the service request.  This is to track SLAs associated with each activity.

491
L
Community Enthusiast
1 year ago
rjackvony
Community Enthusiast
rjackvonyCommunity Enthusiast
asked in Customize
Custom Notifications - When using the IF statements it adds space

We are using "If" Statements in our Notifications - and have several in a row:if there is an activity or activities show those, else show nothing  if there is an notes or notes show those, else show nothing  if there is a Solution show it, else show nothing  if there is one attachment or attachments show them, else show nothing This works well enough, except when there is nothing to show it adds space and everything else gets pushed down. How can we solve that?I have tried editing the HTML, and other things to no avail.

762
rjackvony
Community Enthusiast
1 year ago
jsidoti
Guru
jsidotiGuru
asked in Customize
Emoji Survey

Several months ago I was talking to my Customer Success manager and he mentioned the emoji surveys We were supposed to get together and talk thru the set up on an on-prem install and to be honest I forgot all about it. I’m looking at my notes and decided that it was time to get this rollingAnyone have instructions for on-prem? John 

1242
jsidoti
Guru
1 year ago
L
lucf07New SysMate
asked in Customize
Email integration is in CC with others users

  We have a email into de email integration list.  Our clients use to insert this email into de CC with others users.  When we answer this email Sysaid doesnt answer to all users.  Example:     email1.gmail sends a email to it.sysaid.example.com         from  email1.gmail      to       emailcopy1; emailcopy2      cc       emailcopy2, it.sysaid.exemple.com     We receive this email into Sysaid, but it is impossible to answare to all users involved in the process.  

1385
L
1 year ago
jsidoti
Guru
jsidotiGuru
posted in Customize
adding solution to end user notifications

I wanted to add the solution to the “Email to end user regarding a Service Record” notification and found it was fairly easy Using the available fields listed here:https://documentation.sysaid.com/docs/custom-notification-form added this line: #if(${isClosedSR}==true && ${Solution}&& ${Solution}!="" ) ${Solution} #endBefore:             #if(${isClosedSR}==true && ${LinkToSurvey} && ${LinkToSurvey}!="" )            Please rate our service: ${LinkToSurvey}            #end works great John

1131
Maayan Karstaedt
SysAider
1 year ago
J
JooooolsNew SysMate
asked in Customize
Linking to SysAid Self Service Portal direct to a template

I have created a batch file which contains the link to the Self Service Portal ("C:\Program Files\SysAid\SysAidSessionUtilities.exe" hotkeyevent) and have created a link to it from our intranet. I would also like to do the same but have it link directly to a template with prepopulated categories, eg.  http://helpdesk/servicePortal/submitIncident?populateSR_id=31223&populateSR=true. I need to do it this way so that it automatically logs users in.  Is this possible?

3827
Maayan Karstaedt
SysAider
1 year ago
G
SysAid Partner
gabriel.goncalvesSysAid Partner
asked in Customize
customized reports

Dear, I would like to have more information about custom reports. Which tool to use to create and how to use subreport in sysaid

921
Maayan Karstaedt
SysAider
2 years ago
S
Community Enthusiast
SChandiramaniCommunity Enthusiast
asked in Customize
Top panel of a template

Hi,  I am updating our Requests, Incident and Change Templates to show the relevant fields on the Top Panel rather than scroll down the template.  The Top Panel shows only 9 fields. I can add when I update the SubTypes, but the Top Panel doesn’t expand to show the extra fields.  Is the Top Panel only spaced to show 9 fields? The reason I am trying to put information in the Top Panel as adding those fields to the template adds it as a new row. The ‘row’ does not seem to share space with another field, and thereby have to scroll down a bit to get to the field in question.  Cheers  

1141
Maayan Karstaedt
SysAider
2 years ago
S
Community Enthusiast
SChandiramaniCommunity Enthusiast
asked in Customize
Third level category

Hi,When adding ‘Category’ to a template, it would seem that 3 level category appears on every template it is added to, by design. In Settings → Service Desk → Categories, we have set the first 2 categories with no option in the 3rd level category on a request template. The 3rd level category only shows the text ‘Select Third Level category’, and nothing else. A user has raised an issue when they raise a request, the 3rd level category is not mandatory. However, if a user selects the ‘blank’ line under the text ‘Select Third Level category’, a ticket is created. If the user selects the text ‘Select Third Level category’, then an error message is displayed and the system doesn’t allow the user to progress with submitting the ticket when they chose the ‘blank’ line. However, the category level details can be set in ‘Categories’, but it is not a viable solution. There is no way to removing it from the Self Service Portal either. Any help on this would be nice.  Cheers

2081
Erik Snider
SysAider
2 years ago
S
Community Enthusiast
SChandiramaniCommunity Enthusiast
asked in Customize
Change Request view - Proposed Date column

Hi All, In the list of Changes, I have added the Due Date column. This field is not added to the template yet. The ‘Proposed Delivery Date’ is being used in a ‘sub-tab’, but I cannot find that in the list of fields I can add to the list. My query:Does the field I want to add to the list - need to be in the main tab ‘Change Details’ ONLY? Or, Is there a way to add ‘Proposed Delivery Date’ to the list viewCheersSuneil

879
S
Community Enthusiast
2 years ago
D
Community Enthusiast
DGAlCommunity Enthusiast
asked in Customize
Close Child TIcket

Hi Can I close the child ticket when merging it to a parent ticket but still be able to contact the user who was in the child ticket ? So multipple user reporting same isssueX-X-X-X-X-X-X Merge it to a parent ticketX+X+X+X+X+X Close the child ticket so my workflow is clear However I still can mail each user who waas on the child ticket under the parent ticket?X+X+X+X+X+X →  @@@@@@ ……..Currently if you merge the tickets you can’t close child tickets so they still taking up space in your work load…. 

992
Maayan Karstaedt
SysAider
2 years ago

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