Product Anatomy

Hi,How do I move the ‘Status’ field to the header of every Request and Incident template?RegardsS

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!

Hello. We are having an issue with our LDAP sync. Until recently, it was importing correctly. However, now when the LDAP integration process runs it does not import the firstName of our new users. It also wipes out the first names of the users that were already in the system. We haven’t changed anything within our AD structure nor have we made any changes to our LDAP integration. Any ideas why this would be happening? As a test I manually entered the first names of some of our users and after the next run the names had been removed again.

I have created a new Sub Type and in edit sub type view, I have deleted some workflow tabs and added some of my own. These have added to the end of the tabs, but I would like to re-order these. Tabs are currently: Change Details - Close - History - Test Plan > Approval I want them to be in the following order: Change Details > Test Plan > Approval > Close - History Any ideas?

Ive turned on patch management for a number of agent/assets.  Ive configured the default workstation policy  and assigned it to the  assets and set it to “run now” for the scan of the assets. Nothing seems to show up on my assets for patches….It catalogs what software is installed on the workstations for inventory without issue.  Ive opened ports 1070 and 1072 I believe it is on the server to access the latest files.  Do I have to wait for the scheduled scan?  It should have run when it was turned on…..should this not detect its running Windows 10 and pull down the master list of patches missing and available for Windows 10?  Ive already turned on all patch categories and selected Windows 10 to be patched.

Currently setting up are system and went to setup some templates but seem to be missing Service Request, problem templates.      

When an end-user submits a ticket or anytime an update is sent to the end-user, they receive an automatic email with a link to the ticket number. The link to the ticket takes them to the self-service portal instead of the ticket specifically. Whereas if an administrator user clicks on the link, they are directed to the ticket itself.Is there a way we can change the link for end-users to be directed to tickets for the notifications to be user-friendly?

Please share any information you have on the “Update CI relations” function under Settings> CMDB> Import System Items.What exactly is updated?Does it look at the software on a laptop and connect it with the software product in the CMDB?Is this update run automatically, like the Asset Import/Delete function, or does it have to be run manually?Thanks for any information you can provide.Heidi

Hello community,I need to create a report or an excel export of every ticket that an specific agent in our service desk modified(closed, reasingned, changed in any way) at any given moment.I've been playing with the filters trying to get one to bring me the history  but I can't find a way.Is there a way to do this??thanks

Do disabled administrators still consume a license?We have a number of administrators that have left the company. I would like to reallocate their licenses to new admins, but I don’t want to transfer all tickets over to the new admins. Its useful for us to see the history of a user and which administrator assisted them in the past, even if the admin no longer works for us.I have set the old admins to Disabled, but licenses still show as allocated.What is the best way forward?Should I convert the old admins to users, and can I do so without losing the history of tickets they were assigned to? Can I just add new admins and accept that the system knows disabled admins aren’t actually licensed agents?

We used the notes facility to have an easy method to see status/ updates on a service request. But with the new Self-Service portal our end users are not able to see these notes anymore. They can only add one..is there a trick to show Notes for the end user?

Hello, I’ve updated some Data Population settings in a few Tasks and now when trying to submit a ticket in any category in the Self-Service Portal, it boots me back to the self service portal homepage and the browser console shows some errors each time. It’s always the same error.I really don’t think this was due to anything I did. It looks to be an error on the backend and something that probably shouldn’t happen when I’m just editing records through the admin portal. 

The self service portal is not user friendly i.e. there isn’t a status for an end user to see all “Active” tickets. They have to select all the relevant status as part of the criteria.

I am working on the setting for the Asset to CI import and there are some things which don’t make sense.  Is there a best practices document?These are my questions so far:When the import is done, is the CI Type set to Asset? Why is Asset field “Disabled” not available?  How will I know in the CI that an asset is disabled?  Do I now need to manually update the item in both the Asset and CI lists? Ideally, Disabled would match with the CI Status field. Where does the Asset Type field go?  I would like Asset Type = CI Sub Type field, but CI Type and CI Sub Type are not options in the field selections drop down.And for more esoteric questions:Why is there not a filter on the import?  I would like to pick the type of asset to import. Servers = yes. Laptops = no. Why does the Model field type not match in Asset and CI (text and integer respectively)?Below is how I’ve set the import screen so far.  The highlighted fields are the ones I’m questioning. (I have to add a couple of custom fields s

Help!  I have the requirement to set up email notifications to come from a second email address if sent from a specific queue.I’ve set up and tested incoming email and outgoing email, and routed the second email to create a ticket in the #2 queue, but currently all notifications are coming from the primary email address #1. I need queue #2 to send automatic email notifications, and when a user sends email from an SR, it needs to come from email address #2.How can I set this up?Any help is appreciated a lot! 

Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.

I’ve found the article on how to put some nifty customisations on the Sysaid notifications, and it allows us to do a “not” and “equals” check - e.g.:#if( ${Status}==”In Progress” )#if( ${Solution}!="" )However, I was wondering - does the system support “contains” or “like” operators? I was hoping to do something along the lines of:#if( ${Description} like "*forgot my password*" && ${Description} like "*SystemX*" )    <p>Did you Know? You can hit the ‘forgot my password’ link in SystemX to reset it? View the How-To article here: <a>link</a></p>#end

Hi, I’ve been trying to create a new template and currently working on the workflow designer. However, after testing, it won’t proceed to the next workflow tab which is the “Human Resource”. There are also 3 non-workflow tabs in between Human Resource and End User. Why is this so that it won’t proceed? I’ve been working on the dependencies as well.  How can I move the 3 non-workflow tabs on the last part?  Hope you can help me. Thanks 

Within Settings > Customize > Customized Lists there is a section for “Activity” that has  ‘Activity Status’ , SRWorkTime Custom list 1, and SRWorkTime Custom list 2. I assume the latter two can be used within Settings > Service Desk > SR Activities Settings, but the “Activity Status” is not an option in that menu.  Is there somewhere this can be viewed or added?

Greetings!We are running on prem Build Numberv21.4.45 b17I have two administrators that we have disabled in our AD environment.  We have our SysAid integrated with AD, and have verified integration is working with end users.However these two administrator accounts in our SysAid environment are still active and cannot set them to disabled either by syncing, or manually setting them to disabled.Any thoughts on this?Thanks for the help!-Evan 

Is there a way to add aditional contact to your ticket so if there is any update the user and the manager get’s update automatically?

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

Hi. I'd like to know what configuration changes must be done in SysAid to enable modern authentication for sending and receiving emails to Exchange Online. Support for legacy protocols is expiring at the end of September and we need to change to the modern authentication.Thanks.

The standard key field ‘totalTime’ always returns the SR# and not the Total Activities time (sum of the time in SR’s activities). Please fix/advise. REST API Return Values[{"id":"226","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":226,"valueClass":"","valueCaption":"226","keyCaption":"Total Activities time"}]},{"id":"303","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":303,"valueClass":"","valueCaption":"303","keyCaption":"Total Activities time"}]},{"id":"781","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":781,"valueClass":"","valueCaption":"781","keyCaption":"Total Activities time"}]},{"id":"1950","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":1950,"valueClass":"","valueCaption":"1950","keyCaption":"Total Activities time"}]},{"id":"2010","can

We have setup the Email Rules to auto generate an incident from an email but this feature has never appeared to work.  I have checked the settings and everything seems to be ok. Has anyone else had issues with this?