Product Anatomy

Hello there, SysMates! New to SysAid, new to the community and first time poster :)I am looking to edit the default MS Teams cards that are generated when using the teams / SysAid integration. How do I do this please I can’t find any instructions. Attached is the default message end uses get when asking for ‘help’ I’d like to edit the text and then subsequently other parts of the workflow. Many thanks in advanced! Adam

How can i deploy something created in sand box environment to production environment

We use SSO for Sysaid but when it comes to the using the desktop agent/shortcut it wants to use the AD login information which doesn’t work with our setup. How can I get our agent settings to use SSO or asking the end user to login so that they can submit a ticket via the self-service portal?

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.

What causes duplicate assets to be created by an agent?

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,

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. Notifies: ME!, Administrator.

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.

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?

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: Approve Autocomplete 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? I hope

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?

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?

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 xmlns:ns2="http://api.ilient.com/"> <return>0</return> </ns2:loginResponse> </S:Body> </S:Envelope> It appears that my SOAP request is valid because SysAid is returning a valid response, but the Session ID is always 0. I'm

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

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.

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?

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.

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?

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

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"}

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?

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.

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.

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?

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!