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820 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

421
iulian.olaru
SysAider
T
TimRoNew SysMate
posted in User Management
Request: Allow End-User Group to See Certain Tickets

When our SysAdmins are working with an end-user team, we typically get multiple people from that team submitting tickets. Sometimes, they want the ability to view the status of their teammates tickets. Currently, the only end-users that can see the status of a ticket are the "Submit User" and "Request User" It would be nice for an "End-User Group" to be able to see the statuses of tickets in a particular category or sub-category of tickets.

2732
M
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? 

1251
Gus
SysAider
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?  

1513
Gus
SysAider
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?

1081
S
L
Community Enthusiast
LandersCommunity Enthusiast
asked in Help Desk
One view of all my assigned tickets and Actions

I am designing a new workflow and found that when I look at my open queue it only shows the tickets where I have been assigned as the Process Manager and not those SR Actions that have been assigned to me. How do I get a single view of ALL my assigned work?  

1976
alin.lupascu
SysAider
L
llee454New SysMate
posted in SysAid API
Logging into SysAid using Web-services

I'm trying to log into SysAid using the web-services framework. To do this, I'm sending the following SOAP request <?xml version="1.0" encoding="UTF-8"?> <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"> <soapenv:Body> <ns1:login xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:ns1="http://api.ilient.com/"> <accountId>JHUPHA</accountId> <userName>llee65</userName> <password>XXXXPLAIN TEXT PASSWORDXXXX</password> </ns1:login> </soapenv:Body> </soapenv:Envelope> To https://sysaid.jhu.edu:8443/services/SysaidApiService and am receiving the following response: <?xml version="1.0" encoding="UTF-8"?> <S:Envelope xmlns:S="http://schemas.xmlsoap.org/soap/envelope/"> <S:Body> <ns2:loginResponse xml

2704
L
poomonster
Active talker
poomonsterActive talker
posted in Reporting & Analytics
Survey question

Hi Is it possible to put call specific tags in a question? For example, On a scale of 1 to 10, how satisfied are you with your experience with ${AssignedToFirstName}? Thanks Lee

793
poomonster
Active talker
C
Community Enthusiast
chartCommunity Enthusiast
asked in Knowledge Base
Design request form to show custom fields.

We have a template that ask some customer questions for new software request. We want this to go to a Request items, which it does, but we cannot view or edit the details. If we convert it to a request, we can edit and see the details we need from the custom list which were generated from the Service Record field.Does anyone know how to design form for the request tab? We want to customize the order and the items in red. There is no form button in the upper right like the incidents tab.  

782
C
Community Enthusiast
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
asked in Help Desk
Change request user to another user

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE >    Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

1272
L
Community Enthusiast
B
Community Enthusiast
BroderickCommunity Enthusiast
asked in User Management
Edit ticket after submission from self service portal

Is there a way to allow end users the ability to edit tickets from the self service portal. Our HR team options has to alter start date, equipment needs and I need to allow the ability to alter fields. 

773
dragos.baciu
SysAider
S
seanickNew SysMate
posted in Help Desk
Possible to Merge Tickets?

I often have more than one person record a ticket on a particular issue. It would be helpful if I could, in one swoop, merge the tickets and add the additional submitters (people) as CCs to the original/merged into record. Is this possible or possible to add as a feature request?

47123
T
J
johnmNew SysMate
posted in Help Desk
Cloud , constant spinng " A" logo and "please wait " on helpdesk view

Just wondering if others are getting a spinning “please wait “  frequently ( and I mean 80% of the time at least ) on the cloud version. In our case we wish to look at open tickets and our list is usually 40 - 60 tickets./ It makes the view unusable My workaround is to go to Analytics .. Matrix and get to open or unassigned from there ( or use the mobile app.)  I reported this to support but aside from advising the old possibility that we techies use when we have no real solution ( it could be antivirus ) it got nowhere  I have replicated on several devices : win 10 and 11 ,some with sophos , some with MS Defender and on ChromeOS 

577
J
J
jayesh.patelNew SysMate
asked in SysAid API
SysAid Rest API Login

I’ve got the service account to use it with REST API. I tested that account to confirm whether login works in the browser. I want to test login using REST API in Postman. I referred a couple of posts, but I couldn’t connect using REST API. Can someone help on what I am missing? I am using following URL And parameters to login. I am getting no mobile app permission response back.  POST API URL: https://workcaresandbox.sysaidit.com/api/v1/loginJson Body: {    "user_name":"name",    "password":"********"}Response:{    "status": 401,    "message": "No Mobile App Permission"}  

6562
J
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?

1221
raluca.zarnica
SysAider
L
lshahidNew SysMate
asked in Service Automation
Automate Joe - Process

Does anyone have an example of a PowerShell - Execute Script that remove’s groups from an AD user? I am trying to create an offboard process.

731
L
C
Active talker
Colin BodkinActive talker
asked in Self-Service Portal
What operators (if any) are available in the Self-Service Portal Search?

Are operators like AND, OR, and the use of quotations allowed?  It would be great if there is some reference documentation I could be pointed to.

702
C
Active talker
E
Elephant 33New SysMate
asked in Help Desk
Passing a SR Value in a Workflow when comming in as an email?

We are working on a workflow that is supposed to be triggered by an email coming in, we use an email rule to select our Workflow template. We are wanting to pass Title to the next tab of the work flow but when the email subject link goes into the title of the SR, but it doesn’t pass.  However,  if we trigger the workflow from the sysaid Self-Service Portal it does pass, we are wondering if we are missing a step to get it to work from an email? 

752
alin.lupascu
SysAider
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!

773
I
SysAider
C
ChannahNew SysMate
posted in SysAid API
Rest API Working examples in C#

Does anyone actually have any working examples of using the Rest API to connect and extract the JSessionID ? Seems that documentation is very hard to find in this area

6464
C
E
Community Enthusiast
eluizCommunity Enthusiast
asked in SysAid API
Javascript Login API

API doesn’t work. Please someone help me. I still use JavaScript and NextJS.

1311
simonamirza
SysAider
J
Jarrett TropicanaNew SysMate
posted in Help Desk
Can't Preview PDF with new attachment pop-up

I don't know if it's a bug or just designed this way, but when a user attaches a PDF to a ticket, and you click on it to preview it with the new update, you just shows the name of the document and you have to download it to preview the attachment. Is this by design that you can't preview PDFs?

1269
J
A
Community Enthusiast
aaronjCommunity Enthusiast
asked in Service Automation
Automatically create 2nd ticket

Is it possible to create a secondary ticket depending the answer from a list that a user selects when raising a request?

1516
A
Community Enthusiast
T
tien40New SysMate
asked in Help Desk
Automation for Specific Fields

Hello everyone! Just started a job that uses SysAid for our Help Desk and currently, I’m in the process of backdating and closing out a ton of requests by assigning categories, inputting solutions, etc. Just wondering if anyone had success automating this process on Python (or something similar) using SysAids REST API and if so, would be willing to provide tips or pointers on how to get started. Thank you!

822
T
D
DroneNew SysMate
posted in Help Desk
Enable Custom or Personalized Views

How do I enable the creation of custom views? It is an option when logged in as the Supervisor, but not for me as an Administrator.

5324
jorgiani
SysAider

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