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I support users who work shifts and need an easy way for them to communicate with their colleagues on the opposite shift to them. If I use the “cc” field in the incident form, does the cc’d user get copied in on all email notifications on the incident?

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

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

Does the Sysaid Svc account need Domain Admin rights if we are not installing the client?  We stopped using the client and cant see any reason not to remove these privileges.  Is there something I dont know about? Thank youG

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.

Hello Long time reader first time poster so bear with me. In my environment there is a legal need to scan every incoming and outgoing connection using our firewall (fortigate - deep ssl ) . The only functionality that is broken is no mail fetching due to ssl mismatch.  So my real question is : does the platform use different keystone than windows server root authority for outgoing connections ? I need to place my certificate somewhere, but all my tries were failed to say the least. Any ideas fellow sysaiders ?(Have searched the docs , forums, to N/A) Thank you 

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?

Could you please provide steps how to renew our current SSL certificate in SysAid Tomcat? Thanks a lot

Hi All,Has anyone successfully created a Python script to query the Sysaid API? I’ve been struggling to get this working … POSTMAN is working fine though.  Just wondered if anyone had a sample script i could look at.   Thanks, 

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. 

We would like to add Java code to enhance some custom fields.  Is there an example of Triggers? Or currently the advanced tab for our fields goes to some code snippets for Form Display, Client-side validation, etc.  Should we use those fields?

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

Hi everyone,we have simple yet complicated question :) Is it possible to put more different fields in 1 row, so view would be more organised? This is view now... and this is view, how we’d like to have it, but there’s no option for it (some high end Photoshop/Paint skill included here :P ): If not in designer, is it possible to change some files directly on the server and add some CSS to it in some way, directly inside server files? Thank you for all help and regards

Hi guys, I am new with SysAid and was wondering how you deal with on-call personnel/tickets. We have scheduled on call person and would like to notify them when a ticket is submitted or NOT assigned after 10 minutes it was submitted. How do you notify the on call person when the on call person changes every week? We are trying to minimize the number of emails being received by the other Admins so sending a notice to the group, hopefully, is not the way we have to go.We are using teh SysAid clou.

Hi Team, I need support to download tickets from past 5 years, I got update from sysaid support that we can only see 1000 tickets on bowers but can anyone please suggest how to download  3 or 5 years old tickets from this platformThanks,Adi

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"    }

Hi team,  Myself and my colleagues are in the process of creating a new request form.  We would like to know if it is possible to duplicate fields? We currently see no way of doing this, and on more than one of our questions on the form we require the same ‘answer box’ to say the exact same thing, however when setting up the new fields, the captions cannot be the same and we are unable to duplicate a field more than once onto the same form.  Any help you can provide would be very beneficial, thank you!  Mitsubishi Electric IT Support Team