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 autocomplete approver 2’s action item IF approver = 2, Then autocomplete approver 1’s action item?
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?
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.
Need to disable about 125 action items in Enabled status, previously enable during either testing or in early development and implementation. Is ther a way to do a bulk update from the Service Record Action list?
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 it possible to customize the emails that are received by administrators?These are the ones that are set in General Settings: We’ve kept them out of the box, so the subject reads:“A service record #nnnnnn has been assigned to your group”And, the layout is plain text, not HTML formatted. I’d like to change these, but it doesn’t seem to match the format in Settings>Customize>Notifications> Email to administrator regarding a Service Record. Are these notifications held elsewhere? How would I change them?
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.
Hello, How can I enable password services in the agent.msi using a transform? I see a property named “ENABLESYSAIDPS”. Is the the correct property? Should it be -1, 1, or 0? Thanks
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"}
Hey guys, whats up ? I need a help to resolve a problem the LDAP. I have a configuration in SysAid on LDAP from the company. I need to clear one define at the "LDAP Attribute Mapping". I know first need to remove bond, but dont' know as clean former information. Basically I have a configuration egual the documentation: https://documentation.sysaid.com/docs/ldap-form-attribute-mapping-tab#:~:text=LDAP%20Attribute%20Mapping and it works many good. I am in production environment and need avoid loss the calleds. Thanks a lot for the help.
Hey guys, good morning!A need a help for alter one value in report.I am in job on company it has a one report done in jrxml, but I need alter some parament. The question it is dont having code jrxml for alter parament.Existist one location in sysAid than can I change the parament this report?Gratful,
I can see that Zoom Video Communications, Inc. is part of the SW Vendor and Classification in Patch Management Policy. But it does not give me the option to approve or show me versions that are in my environment. I also checked Patch Management and just do a basic search; it does not show me Zoom as well.I go to Software Products and add a new Software Product and I can see I have a few computers that have Zoom client installed using the query builder. Is there a chance that Zoom Video Communications Inc changed their name recently and now Patch Management policy or Patch Management won't list them in the correct slot?I am currently trying to update zoom to ensure it is the latest version through SysAid patch management.
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?
Hey guys, good morning!I need help creating an IT ticket opening form. My idea is to create an opening form for the help desk and print a different form the guys for the fieldMy biggest problem is creating a data bond, for example, people put the address and the printing pulls that information.Could clarify which best practine for create?
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.
I would like to set-up view to be able to filter (see) all requests in selected phase of workflow. I can’t find field Phase in Sysaid. BR, Irena
I noticed that when setting up Categories that you can say which user groups can see those Categories and I wanted to know if there is a way to limit Service Desk Templates that way as well. We will have several options that are for specific locations or departments because they have customized software that is not used by anyone but them so I do not want users who are not at those locations to see those options in the Template drop down in the Self Service portal.Is this possible?
Hello guys, good morning!I need to clear a one field Which name is "Section/Department/locality", thoses field before was bond with is LDAP.The question is I don't have access to the backup and I need to clear without to harm the history previous.One situation occurred previously was a upgrade made to AD to alter name, department the other informations in user to system, that he finished up finished including some information incorrect.Now AD it is correcty and whitin to SysAid we can verify this, but still persist some information duplicate.If can help me, I will be grateful. I will put exemple the down: Classification removed, according to exemple down:but continues having information save in sistem and duplicate:
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!
Is it possible to create a secondary ticket depending the answer from a list that a user selects when raising a request?
Hello everyone! Just started a job that uses SysAid for our Help Desk and currently, I’m in the process of backdating and closing out a ton of requests by assigning categories, inputting solutions, etc. Just wondering if anyone had success automating this process on Python (or something similar) using SysAids REST API and if so, would be willing to provide tips or pointers on how to get started. Thank you!
Hi, Is it possible to add an @If statement in a table in a notification mail.It keeps disappearing when I put one in?! Kind Regards,Rudi
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