Product Anatomy

I have a custom field called A that contains a list of all the owners. The same field is provided on the SR request form, and I want it to appear in the ticket under the tab where the same field is displayed.I also want to send a notification to the approver listed in field A or should I do that by making a custom notification in the workflow tab ? 

Afternoon Folks(This is a post merger scenario)The company we merged with was using Salesforce as their Help Desk (not recommended) and while I have all of the company end users using Sysaid we are still getting external users submitting requests thru Salesforce.I do have a rule in Salesforce that forwards those requests to helpdesk@mycompany.orgMy current issue is those forwarded requests show with a request user of myselfI’d really like to be able to change the request user to the email address of the requestor I haven’t found a solution yet.. I’m hoping someone her has an ans

SPOC IconIs there a way to change the icon that deploys with the agent to user computers?I’ve been digging around and haven’t been able to find any documentation on this.Thank you! 

Is there a on prem release that has dark mode for the Incident List and Tickets?If not is there a way to manually modify only my view and have the colors of the page and text changed so I can see better. My vision is not what it once was and am having difficulties reading the tickets.Thanks.

Hi, I would like to know if it is possible to remove the default views in the sysaid incident view menu? a lot of these aren’t necessary for what my team need to do and i would like to tidy it up. Is this possible and if not, is it something i can request? ThanksKT

Hello, I need a simple way to create an automatic ticket each month in SysAid for several jobs. E. g. we have to check backup once a month and want to document that in SysAid for audit reasons.  Thanks   

I want to create a Tab in a Incident subtype that would allow me to list all of the mapped LDAP attributes (i.e The SysAid fields of Email, Text Message etc) of the submit user. Is there a way of doing that? 

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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

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: 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 aut

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>

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.