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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