Product Anatomy

Erik van SluijsNew SysMate

Text and checkbox on Incident Submission Form

I would like to add a disclaimer and a checkbox on the Incident Submission Form so users have to acknowledge that they have read the disclaimer. I see all kinds of custom fields i can edit and add but no checkbox. Is this possible?

1716

AnnHoodActive talker

Workflow Notification Emails

I am trying to setup a workflow notification that will send an email out once that action tab is activated. What I don't want is it to send that email again if the assigned to field is changed. We assign based on group and not individual. I know this was changed at one point to allow for this behavior but is there any way to turn it off?

802

eluizCommunity Enthusiast

iframe error 'x-frame-options' to 'sameorigin'

Hello I tried insert page from SysAid in my webpage with iframe, but the server still lock the access. Someone now we fix this or who in SysAid we contact to update domain list to accept iframes? <!DOCTYPE html><html lang="en"><head> <meta charset="UTF-8"> <frame-options policy="SAMEORIGIN" /> <title>Document</title></head><body> <IFRAME src="https://globalbanking.sysaidit.com/servicePortal/submitSR?populateSR_id=17825&sspTargetUrlLink=0" width=600 height=500 frameborder=1 scrolling=auto policy="deny"> </IFRAME></body></html>

2221

posted in Asset Management

cesare0New SysMate

CMDB Import

Hello Everybody! We are trying to do a massive import of items to our CMDB, but I find this problems; Error in line 1 (or 2,3,...)= -1 If I have a CSV file with multiple CI from the same Type, has all the fields be completed? I mean, in a list of 20 laptops, some has "Assignament Date" but not others... Is necessary to all CI has the same completed fields? Where can I check a Log about this? Many Thanks.

841

OrlandoLockeCommunity Enthusiast

asked in Help Desk

Category List

Does anyone have a three level category list they are willing to share? I want to revamp my two level category list while adding a third level.

22210

DGAlCommunity Enthusiast

asked in Customize

Close Child TIcket

Hi Can I close the child ticket when merging it to a parent ticket but still be able to contact the user who was in the child ticket ? So multipple user reporting same isssueX-X-X-X-X-X-X Merge it to a parent ticketX+X+X+X+X+X Close the child ticket so my workflow is clear However I still can mail each user who waas on the child ticket under the parent ticket?X+X+X+X+X+X → @@@@@@ ……..Currently if you merge the tickets you can’t close child tickets so they still taking up space in your work load….

1162

Subtypes are creating themselves

chrisisCommunity Enthusiast

asked in Help Desk

I am implementing Service Request functionality; my first step has been to create a subtype within the SR template area called “Onboard Employee”. I have created a template called “Onboard Employee Template” and assigned the subtype to it. All is well so far.I’ve done a number of tests:convert Incident to SR using the new template create an SR using the new templateAll again seems to be working fine.However, at some point, a new subtype has appeared in the subtype list:“Onboard Employee#1”Looking at the list of subtypes, I actually have a number of similarly named subtypes, such as “DEFAULT#1”, “DEFAULT#2” etc.What’s making these subtypes? Is there an action or configuration that I can avoid that will prevent them from being created? Can I safely delete them? Or do they actually have a use?Any advice would be appreciated!

991

REST API - login timeouts

RRivNew SysMate

posted in SysAid API

Hi, since two days login calls to REST API have stopped working, everytime I POST /login (as I always did) i receive a "Error 504 - Request time out". If I try logging in from a web browser, I can then call other get endpoints from there so API is actually working. What could it be? Thanks!

951

Setting a new default Request Template

SChandiramaniCommunity Enthusiast

asked in Customize

Hi All, We have the on-prem platform, build v21.4.45 b17. SysAid is overwhelmed with different request and incident templates. I am not able to find the settings where I can set a default template on the Self Service Portal. Can you please assist with this?CheersS

3075

WinskiTech711Community Enthusiast

SysAid not respecting my filtering requests

Based on other posts here in the forums I'm trying to get a view that only shows open incidents. I went to the gear icon>Customize>Lists then picked status off the drop down box. I created and modified the status as needed, made sure every one was in the right category. Then I went to customize view, picked status caption, edit, picked list.active and my filter expression is "status in (1,2,5,6)". 3 is my closed status, 7 is my deleted status. When I save and apply everything, I still see deleted and closed tickets. I've logged out and back in, I've switched to another view and switched back, I've deleted out the view and re-created it, I'm still seeing tickets I shouldn't be seeing. Any help is appreciated.

4357

SChandiramaniCommunity Enthusiast

asked in Customize

Status field

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

503

Variable/Tag/Functions List

Jack ThompsonNew SysMate

asked in ITIL Package

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!

2371

LDAP Integration and First Names

jshaw1126New SysMate

asked in User Management

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.

2224

VickiCromNew SysMate

How do I change the order of Workflow tabs when editing a Sub Type?

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?

1814

asked in Asset Management

chill111New SysMate

Patch Management

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.

2102

Service Desk Templates missing

JbusNew SysMate

asked in Help Desk

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

682

lgautamNew SysMate

Link to service record in email notification to end user

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?

1241

asked in Asset Management

HeidiCFCommunity Enthusiast

Update CI relations - Assets to CMDB

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

932

asked in Reporting & Analytics

SergioCiNew SysMate

Modified tickets report.

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

1242

Disabled Administrators and Licensing

chrisisCommunity Enthusiast

asked in User Management

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?

1722

JSHActive talker

Notes missing from self-service portal

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?

1203

nnemethCommunity Enthusiast

Submitting Tickets Totally Broken

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.

791

adsouzaCommunity Enthusiast

Self-Service Portal - Adding Status

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.

34511

asked in Asset Management

HeidiCFCommunity Enthusiast

Best Practices? for CMDB> Import Asset to CI Settings

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

2993