Do IT yourself
I didn't know I can do this, trick & tips to maximize your SysAid, Best Practices, share screenshots of your SSP, templates of workflow designer flows
- 9 Posts
- 35 Replies
Upgrade your satisfaction survey experience and add emojis!Sharing is Caring
Hi SysMates, Ziarot (aka Z) here from the customer success team, had a conversation with the awesome @jsidoti following this post and thought I would share the steps with everybody as well!So… when a ticket is closed and the auto notification is sent out you can add a satisfaction survey to help you track your team's activity and identify learning moments. Adding emojis to your survey is a quick and intuitive way to get your end-users to reply and share a bit more.So the steps to add emojis are quick and simple: If you don’t have a question ready you will need to create a survey question:Go to: Settings > Customize > Service Request Survey > Create New > populate the fields marked in the screenshot and don’t forget to hit OK! Create a survey questionAdd “if statement” for status SR closed tickets in the email notification, Go to: Settings > Customize > Notifications > Edit Notification #5 (default request user notification) here is an example of the syntax needed:
Cannot update service record
I have been encountering this error message whenever i am updating the service record. As i am also using the escalation rules, this caused those escalation rules that have been triggered to be triggered again. I know it may seem bizarre but this is what it is happening. My customer is very frustrated of receiving the same email so many times depending on how many times the error message occurred. I found two errors in the \WEB-INF\logssysaid.log. Please see below. 2022-02-13 10:39:09,918 http-bio-8080-exec-4657 ERROR [thales1] [SysAid Server] com.ilient - [ thales1 ] Failed to save Service Request #87. Will not save attachments/links/activities 2022-02-13 10:40:23,072 http-bio-8080-exec-4657 ERROR [thales1] [SysAid Server] com.ilient - [ thales1 ] Failed to save Service Request #87. Will not save attachments/links/activities I'm using mysql database and version 8.0.21 running on Redhat Enterprise Linux 8.3. Thanks in advance.
New Workshop Series: "I didn't know I can do that!" (with SysAid)
Hi SysAiders, Registration is opening up soon for the new Workshop Series called "I didn't know I can do that!" I hope that this can be the place where we can discuss the new things we learn, go over the old stuff too, and get help from our peers as well as the expert trainers. It's up to you now. No more excuses that you didn't know... Here's what we have planned so far: August 25th - Worksafe App: Reduce COVID-19 self-reporting burdens and compliance risk September 16th - Service Center: Empower your non-IT depts, with FREE Service Center October 1st - Workflow Designer: Digital Workflows 201 October 21st - Reporting & Analytics: Get more visibility, make better decisions November 5th - Asset Management: Eliminate complexities of ticket management with built-in ITAM November 24th - Automate Joe: Service Orchestration 101 December 16th - Self-Service: Get your self-service charged up! By all means, please suggest more topics we should add. Cheers, Dena
Interesting Topic for anyone using injected sites - IFrames
It's technically possible to inject/embed external content in KB pages since it saves the raw HTML; but since sysaid extensively uses IFrames, and imbedding content also likely uses IFrames, many might find this interesting. I recently watched a podcast from some of Google's Chrome devs that explained some of the extremely weird and unpredictable behavior of IFrames across different browsers. https://www.youtube.com/watch?v=W6lvQvdeF8U The TLDR is that IFrames break the back button, it's also how ad popups manage to make the back button always keep you on their site. If browser devs all decide to deprecate IFrames, at least my back button would work better on SysAid... :P
Register for our "Service Center" workshop (it's on September 16th)
Hi all, As part of our “I didn’t know I can do that” workshop series, our next topic will be on Service Center, SysAid’s FREE solution to help non-IT departments stay organized and manage all their tasks. Let’s call it a ticketing system for HR, Facilities, Finance and other departments. Sign up and invite your colleagues to this practical workshop where we’ll show you how easy it is to set up and use. Plus we’ll have a special guest, fellow SysAider, Scott Johanning from MMSD, a government agency servicing over 1m people across Milwaukee. He’ll explain how he helped his HR & Facilities departments to get on board with service management. If you don’t have Service Center yet, you can request it here: https://www.sysaid.com/service-center I hope to see you on Sept 16th! Dena P.S. If you have questions about any of the workshop topics or simply have some sage advice to share with your peers, be sure to post it here on the forum - we’d love to hear from you!
Groups randomly dump users out
Any one else out there having an issue with users being randomly dumped out of groups? We've been experiencing this for quite some time. Have been working with support on the issue for weeks and nothing has changed. We put staff in a group, they are there one minute and out the next.
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