ITIL Package

Request, Change & Problem Management, form templates, available in ITSM full

  • 8 Posts
  • 24 Replies

8 Posts

Joe The IT Guy
SysAider
Joe The IT GuySysAider
published in ITIL Package

[Joe the IT Guy Blog] Selling the Value of ITIL 4Blog

Explaining the value of ITIL 4 to your organizations’ leadership might come off like gibberish… Unless you know how to communicate it correctly! Good thing Joe’s new blog got you covered.

200
Joe The IT Guy
SysAider
1 year ago
Joe The IT Guy
SysAider
Joe The IT GuySysAider
published in ITIL Package

[JOE THE IT GUY BLOG] What IT Service Desk Managers Need to Know About Workforce and Talent ManagementBlog

Are you a good manager or an ‘ehhh’ one? Time to ask yourself some tough questions! See how Joe the IT Guy uses ITIL 4 principles to coach great IT leaders. Read More

110
Joe The IT Guy
SysAider
1 year ago
J
Jack ThompsonNew SysMate
asked in ITIL Package

Variable/Tag/Functions List

Hey All, I’m looking for a list of tags/variables, or functions. I’ve seen references to using variables likes this: ${Notes}, as well as functions like sr.getCustomList(“Custom List Name”), just an example not sure if that’s the actual function.  I was wondering if there is a centralized list that I could use. I’m trying to set default values in my Change Request templates to specific values. I understand that I can prepopulate data based on other fields in the CR but I haven’t had much luck with them actually carrying over, specifically the “Assigned To” field. This is how I have my workflow currently set up:  Any help is greatly appreciated!

1
Maayan Karstaedt
SysAider
1 year ago
S
Community Enthusiast
samkatCommunity Enthusiast
asked in ITIL Package

Is there an eaiser way to calculate Workflow Tab Action Assignments?

Hi, we are working with Change Templates and are trying to get the workflow tabs to populate based on a “calculation” or sorts, meaning based on the value of another field in the ticket. We have it kind of working by setting the “Populate values from other action items” but the workflow gets super messy/complicated really quickly. I’m wondering if anyone has any tips or recommendations to help us make this simpler. Here is some more details to try and paint the picture. We have the fairly standard ITIL changes for Normal, Emergency, Standard but this example is for “Normal” changes. For our Normal Change process we require Approval, and that level of approval and person to approve is different depending on certain conditions within the ticket. For example;A Normal change that has a “High” risk and has “Cost Associated” would require both Person A AND Person B to Approve. A Normal change that has a “High” risk but no “Cost Associated” would require either Person A OR Person B to Approve

3
Sela Weinrob
SysAider
1 year ago
J
JeffcoTestNew SysMate
posted in ITIL Package

Building Workflow into Incidents and Service Requests

We are looking at implementing Workflow into our incidents and SR's. I have looked for documentation and/or support vids but have found very little. When asking via online Chat with SysAid, it is not available, BUT my sales person can help me with this. Please tell me this is something the local admin can build and this is not a "Paid For Service". Any assistance would be appreciated.

3
Maayan Karstaedt
SysAider
1 year ago
P
Active talker
PeterAActive talker
posted in ITIL Package

Is there a way to change a Service Request into a Change Request

Anything recieved via email opens a Service Request. Sometimes we get Change control emails that I would like to become Change Requests but I don't see a way of doing that.

3
alefabian
Active talker
4 years ago
K
KrunekNew SysMate
posted in ITIL Package

Restricting who can approve change

In change request when I define to whom is assigned approval how can I restrict that only this user can approve and complete approval? ❓ I intent to use this as official approval in so I need to be sure that only this user can approve. :mrgreen:

12
sganpat
6 years ago
A
Active talker
abrumerActive talker
posted in ITIL Package

Variables in Change Template fields

We are using SysAid for Change Management, or at least attempting to use it. It is not gaining traction, for a couple of reasons: -End-users who are not SysAid administrators, but who are involved with the change management process need to go through Workflow Actions. -Workflow actions provides no information about the change. -Change Management templates do not allow including a description field in the subtypes which appear in the Workflow actions. -Change Management templates do provide adding a Title field in the subtype template which displays in the Workflow, but I want it to populate from the original title entered by the person who entered the change request, and I can find no way to do this programmatically. I need to be able to include a variable in the template which will insert the information entered in the Workflow in each step. Reentering the same information at every step of the workflow fails on so many levels and makes SysAid less useful than a PDF form. Please poin

2
A
Active talker
6 years ago

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