I am using Sysaid Cloud version. I want to setup a notification that delivers an email message to an Admin Group when a request is ‘closed’. (Request Completed)This admin group is not the assigned admin group, just a group of interested people who need to know when other requests are completed.Where would I do this? Is it in Workflow Notifications? I looked there but was not sure what to put on the Service Request Details screen regarding Request User. These notifications apply to all request users.Thanks for your attention
We have been using SysAid version v22.3.20 b27.Sometime ago we realized we were not receiving emails on new SRs.Received an on screen prompt stating that there are consecutive failures on the incoming integration account. Have enable back the email integration and tested the incoming and outgoing email settings.Which is successful but still no email alerts on new SRs arrival.Is there something that we can do to fix this issue.Thank You !
Our SysAid server was recently configured to use https, and this required using the FQDN in the URL to access the site. However, the ${LinkToAttachments} variable in the Admin Notification emails still uses the hostname only in the URL. When the link is clicked, the admin gets a 404 page due to the link not being the FQDN. Is there a way to change the ${LinkToAttachments} variable to return the FQDN instead of the hostname only?Example:helpdesk:80/linktoattachment VS. https://helpdesk.domain.com/linktoattachment
Hi, I'm trying to send a request to the Change End Point http://helpdesk:8080/api/v1/sr?type=change&templateID=1 and I am getting the following error back Status 400 - Message 'Failed to load service record template:5' I am able to successfully post a Request using the end point http://helpdesk:8080/api/v1/sr?type=request&templateID=12 Any ideas what is going wrong please?
Currently, the views for All Tickets is different from the ones used in Incident, Request..etc. There needs to be a better ability to replicate the views created in All Tickets to other areas. The challenge with the current approach is while it allows for greater level of customization, it is painful having to recreate the same views in incidents, requests etc.
We are using SysAid as a campus wide ticketing system. So all “help” questions flow through SysAid. Whether it be a ticket regarding Facilities, IT, Marketing, Research, etc. I have added some code to our email notifications and based on what category the end user choose is what email notification he/she gets. Same with administrator notifications. I have added the same code to the administrator notifications however, any of those categories that use a request template do not get an email that they have been assigned a ticket. I’m assuming because it uses the Process manager field over the Assigned to field. How do I make this function?
We are attempting to setup the password self service portal. When a user attempts to reset their password it is stating that “The username does not exist on the selected domain” for all users. I was looking for some guidance. I currently have a support ticket in to hopefully get some assistance but was also wondering if the community knew where some log files were for me to view while I wait for their support to get back with me. Thank you.
Hi, I’ve been trying to set who receives emails when a service record is new or completed for a few weeks and I can’t find the setting related to it anywhere. No template seems to have it and no one at the company I’m trying to change this for knows either. I’ve tried setting up emails via Escalation Rules but then it doesn’t log those emails in SR updates, and editing the templates doesn’t allow me to change anything I’d need related to who gets emails when the status changes to new or completed. The Workflow Designer doesn’t seem to give any useful information either. Additionally, where are custom fields stored so I can edit their names?
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