Product Anatomy

Is there a way to remove the “Solution” field from the end user SR Form? I have removed it from the submission form, but can’t figure out how to remove it from the view when a user opens an existing ticket. 

We had a multi-user issue today, and when our tickets are raised, they come in with blank categories.Is there a way to force the child ticket to inherit the categories of the parent when you add the parent ID into the child ticket, when it has blank categories?It meant that our analysts had to manually update every category as well as the parentID today for 30+ tickets.

I’m trying to customise our Request templates but I am unable to move simple fields as the ‘Design Form’ isn’t available.I’d like to move the Notes field from the Close tab to the Request Details tab, for example - and remove some fields from the Request Details tabAm I missing something obvious? I can do this with an Incident template but not a Request.

I am trying to create a custom request template with my own questions.  Is there a way to do this?  I don’t see a “custom” action item to add to the template.  Any help would be helpful.

HI,I’m starting to setup a global asset system, ( asset lists) ,I wish to create first, sections for each site\region &groups , ( global zones)for each region I will need to setup some rules; filters like -working days, working houres,  and create filtering by that.than I will wish to create reporting for each zone, (for clients reports ) If you can please advise,Regards,

We deal with Tickets that run over 2 years is there a way to extend the auto archive function to 2 or more years

Hello, there was an old post way back on the old forms where a user used the customization options on the “Advanced” tab of Customize > Field Customization to highlight the values in a certain color based on that value. I believe the example was a basic Low,Medium,High, with “High” showing in Red in the list. We are able to get HTML style values inserted into the “Display in Form” options, but cant seem to get anything to work in the Display In List box.Anyone doing this successfully or have any examples?Thank you for any guidance!

Could someone provide the syntax for adding notes field in custom notifications? I have it set to send information for the solution but I need the notes to get added to the notifications as well   Thanks

Scenario:Ticket is created User receive notification for ticket creation User supply additional info, unsolicited by the assigned administrator, on the ticket via email or notes resulting in the ticket status changing from “New” to “User Responded”.I would like to create an ER along the lines of if “Status=User Responded” AND “Time to Respond=isEmpty” then “Status = New”. Obviously, the ‘Time to Respond’ variable type is Float so a value of ‘isEmpty’ is not suitable. Additionally, the ER is not triggered when ‘Time to Respond’ is set to 0 or 0.00.Is there a default value for ‘Time to Respond’ similar to isEmpty or Null? I would also welcome any alternative logic. 

Hi,We would like to start to display banners and messages on homepage to warn of current ongoing issues, or forthcoming events including links or pdf files to resolutions or workarounds so that users don’t always feel the need to raise tickets if we have a hundred on it already.Is this possible to do, can’t find any documentation for it.

One of our users is getting “wrong captcha” when trying to login on the mobile app. Everyone else that tries it gets in fine. We tried logging as him on different phones with the same issue.Any ideas?

Hi Team,  I’m noticing that since implementing oAuth for mail receipt, emails are creating multiple tickets within the platform. Is this something that others have experienced before and how did you resolve it if you did. 

I can attach a file using Postman but cannot figure out how to do it in Python.  Below is a barebones script demonstrating a good response reading the record, followed by a bad response attempting to add an attachment.  I'm getting a 415 response (Unsupported Media Type).  Any assistance would be greatly appreciated! $ python -VPython 3.8.5 $ pip show requests |grep -e ^Name -e ^VersionName: requestsVersion: 2.26.0 $ python sysaid_test.py <my-account-name> 1168503 *** output *** Get record type and status--------------------------url: https://*******.sysaidit.com/api/v1/sr?fields=sr_type,status&ids=1168503session headers: {'Cookie': 'JSESSIONID=7A2B901424AB9ECF1C17DFCE4BC11FA1.inst05us-autoscaleapp-002187', 'Content-Type': 'application/json'}prepared headers: {'Cookie': 'JSESSIONID=7A2B901424AB9ECF1C17DFCE4BC11FA1.inst05us-autoscaleapp-002187', 'Content-Type': 'application/json'}status_code: 200text...('[{"id":"1168503","canUpdate":true,"canDelete":false,"canArchive":false,"h

I am trying to add a hyperlink to ticket description but it adds it as a plain text. {      "key": "description",      "value": "New Hire: Kim Lane2 \n\n Target Start Date changed to: \n\nPDF Link: https://www.google.com"    }, I tried using link key but not sure where it adds the link:{      "key": "link",      "value": "https://www.google.com"    }

  When i use the following:${sr.getAddonFieldValue("CustomColumn34sr")}The output is 125.125 is the ‘Reference id’ of my profile. If I put someone else's name in the field, it shows their ID. How can I change this to show their name instead if their reference id? I have followed this:   “Hi Chris,Please try this instead and let me know if this works:$AccountObj.getCustValues("sr_cust_sbm_proj_code",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn5sr"))Cheers,Danny” so in my case, it will be:$AccountObj.getCustValues("sr_cust_test_listtt",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn34sr")) the ‘125’ is from ${sr.getAddonFieldValue("CustomColumn34sr")}    We are on cloud hosting.

Hi,  A couple of the templates on the User Self Service portal have text displayed on the template when the user selects an option from the 1st Category, e.g. ‘Marketing & Communications’ (below).  What I have been tasked to do is update the text on the template. I cannot find the field to customize the text. Does anyone know where I can find this field? Cheers 

Hi, I’m trying to figure out regex to clean up my ticket notifications containing email. In integration>email there is and Advanced Options. There, you are supposed to be able to “trim” at the point of the regex match. I simply can not figure this out (not a unix/linux guy). Can someone recommend a regex that I can try please? Make it simple like only include current email body or something like that. Thanks in advance.

can you set an asset report to run when a change is made to the "date issued" field

Normally with assets like PC’s, Laptops, we just install the agent and let it automatically populate the asset and the CI.We just received a very large batch of laptops that we likely won’t be deploying for a while, so I’d like to get them into Sysaid but don’t want to image/deploy the agent just yet.  We’ve never utilized the asset import feature.  If I import these assets, then later install the agent on them, will it link to the existing record or will it create a duplicate?Also, upon importing the assets, will it automatically create the CI record as well (like when deploying the agent), or will we need to import again to the CI list?Thank you for any direction you can provide!

I have been trying for weeks now to set up an extremely basic workflow and I’m getting nowhere. We would like end users to be able to request to blacklist/block a number from calling the company and then have that request approved by one of two specific people in the company before it’s actually done by the Helpdesk. This seems like exactly what workflows should do. However, I cannot find any way to DISPLAY the answers to the required questions (eg: what number do you want to block, who is this, why do you want to block them, do they have any open orders...) that the approvers would need to make a decision on whether or not the block should be approved. The fields are there in the request, the end user can fill them in when going through the end-user portal, the right people (not SysAid admins) are notified about the request and can approve or deny the request, but I cannot figure out how to present the custom fields in the request. I’m really frustrated at this point. 

We have screenshots we need to capture as administrators that contain information that we do not want to share with the end user. Is this possible without disabling the attachments tab for the end user?

Hi there,I am trying to create a custom filter for one of the charts in our sysaid dashboard. I would like the filter to show the following: Priority Critical or Priority HighAnd Status 1. New or Status 2. Ready or Status 3. Open I’ve spent a good chunk of time messing with different options in the filter wizard to achieve this result but haven’t been able to get anything going.  Here’s the most recent way I’ve formatted the filter:Please let me know what changes I should make, if it’s possible. P.S. I’d love to see someone at Sysaid taking some time to make some QOL changes to this wizard, IMO it’s very unintuitive, even allowing users to type out the filter instead would be much appreciated.

I am building a workflow action item that needs to be assigned based on the value of a custom relational list field I defined in the “Request Details” tab. The custom field is a relational List based on the SysAid Users Entity. The attribute settings in the workflow do not allow the selection of “Assigned To” when using the custom external field. The “Assigned To” field only shows in the Local Field list when selecting Request User or Request Users Manager.How can I accomplish this?Attribute SettingWorkFlow Tab = Service Record, External Field = Relational List field (user) > Local Field = Assigned To

We have a Status Monitor in each of our locations that shows things like uptimes, prtg status, g-suite alerts, etc. This system is just a wrapper of url's that are cycled through. Is there a way to create a dashboard that is 'public'? IE, anyone with the link can see it.

Hey, On our sysaid database, there is a rule (?) that is looking at the subject or body of an email and if it contains a ticket number (a ‘#’ followed by any set of numbers) it is attaching it to a ticket. My goal is to replace this rule with one that only looks at the subject line of an email. I looked in Email Rules and was unable to find the rule. Our web account is under help.paccoast.comContact info: Potato SchroeterPotato.Schroeter@PCCI.Com916-631-6013