Service Automation

Routing rules, Escalation rules, Email rules, prioritization, due dates, Workflow designer, Abots, Service orchestration, Automate Joe

  • 18 Posts
  • 37 Replies

18 Posts

David.S
SysAider
David.SSysAider
posted in Service Automation

Early adopters, ABots needs you!

 Want to become an early adopter of SysAid? Get your hands on new developments first ? Give feedback and make the final tweeks on the coming SysAid product releases? Now is your chance to get in. ABots, our new automation bots are planned to be released very soon. ABots are simple plug-n-play bots that automate the most common manual and repetitive IT tasks.  The first release of ABots will provide User Management capabilities within: Microsoft Active Directory, Azure Active Directory, and Microsoft Exchange.  We are looking for some test drivers (preferably from Cloud but On-Prem is also possible) to help put the finishing touches before it's released to everybody else and get it free for 6 months :)  

3
Maayan Karstaedt
SysAider
1 month ago
J
joshua.green
asked in Service Automation

Request template and attaching files

Good morning,We have a Request Template that we would like to add attachments too. However, when we add the attachments, they do not populate in our test requests. Is this a limitation or are we doing something incorrectly? This is just a screenshot as an example, I realize there are currently no attachments selected. 

2
Maayan Karstaedt
SysAider
2 months ago
K
kyle.bgcdsb
asked in Service Automation

Powershell - Execute Script (Launch Automation Process) failing every time?

I’ve been able to (somewhat) get the Launch Automation Process to work for calling a Powershell script, but I’m having trouble with the script always reporting as Failed. At first I wondered if I needed to use an exit code, but even that isn’t seemingly working. How do you need to end a Powershell script to get Sysaid to report a success instead of a failure?Powershell script is currently (not sure how to terminate it)$loc = "C:\AutomateJoe\Powershell\output.txt"Add-Content $loc "This is 1:"Add-Content $loc $in_param_01$process_exit_code = 0exit 0 Logs attached. 

1
Maayan Karstaedt
SysAider
2 months ago
D
Dbroadbridge
posted in Service Automation

Changing Process Manager mid workflow

Hi All, Im fairly new to Sysaid ( only been using it 4 months) but I'm getting the hang of things fairly nicely. Ive set up about 10 different departments on our SSP with basic funcuniality. Im looking to improve these going forwards. I have 2 departments that interact daily. Department A check the end-user data and once the data is correct they send it on to department B who check if the end-user can change course for instance. Im wondering if its possible for the SSP ticket to come into department A who will be the initial process manager then once they have done their checks pass it onto department B who will be notified. Both departments have separate admin licences and work as separate process managers. I'm just not sure if it's possible for a ticket to come into 1 department as a process manager then once they have done their piece if they can be assigned it to a different department and process manager. Ideally, id like it to look like the below image. https://ibb.

0
D
6 months ago
J
Jim Brown (Enable Scotland)
asked in Service Automation

Include SLA details in auto notifications

It would be really useful t be able to include details of SLAs in to auto notifications sent to users. Currently this doesn't appear to be an option.

7
Maayan Karstaedt
SysAider
6 months ago
P
Patsy
asked in Service Automation

Set a reminder on an existing Service Record

Sometimes, for various reasons, a call is in a state where it can't be closed because of something that has to happen in the future, but there is nothing that can be done until that time comes. For example: - someone logs a call to do something for them on a certain date (in the future) - most of a call is completed, but there is one task left that needs to be done in the future These calls are not ready to close, so they take up "space" on an active queue. It would be nice to be able to set a reminder time, then close the call and have it re-open automatically when the time comes. We already use reminders for warranty expiries, but i can't see how to make that work for this scenario. Thanks

5
Maayan Karstaedt
SysAider
6 months ago
J
jordanmclark
posted in Service Automation

Offboarding / Termination Template include Employee Assets

I'm creating an Offboarding template for HR to fill out. One of the items that was brought up is they would like to see all of the assigned assets to the user. I created a Relational field for Employees that HR can use to select the person who will be offboarding. Is it possible to also have all of the Assets of the user in the 'Employee' field shown in the SR?

1
Maayan Karstaedt
SysAider
8 months ago
Karlson
Karlson
posted in Service Automation

Escalation Rules

Hello SysAid I have a problem in my escalation rules! None of my many rules still work after the update to version 21.4.44 b88! I saw that there is a new field "fashion" and I think it has to do with that. Here is an example of one of my rules: Escalates service data records with status Active, Weight = 0 Is triggered 0 hours 1 minutes before DueTime. Set the following fields: Weight = 1 What do I have to do to make it work again? cheers Karlson

2
Karlson
8 months ago
godef
godef
posted in Service Automation

"Auto transitions"

Hope that's not a dirty word here :) . I'm charged with determining whether our help desk ticket system can be transferred from TeamTracker to SysAid. In particular, at one point we have two sub-tasks "waiting for approval". When one is approved, it cycles right back into "waiting for approval". When the other is approved, it is also sent back to "waiting for approval", but now that they're both approved, they "auto-transition" (TeamTracker's term) to "Approved". I need to know if SysAid has this functionality and would much appreciate anyone who can tell me. Thanls!

3
Maayan Karstaedt
SysAider
10 months ago
R
rstory
posted in Service Automation

Multiple dependencies for a single action item

I am configuring a basic approval workflow that has 3 levels. However, at the 2nd level, that person can outright approve the request OR use a secondary yes/no list to require another's review for approval. How can this "conditional" approval be configured within the workflow? Thank you in advance for any assistance. Robert

1
E
10 months ago
C
Crissmiller
posted in Service Automation

Action Item Reminder

Is there a way to send a reminder notification to those assigned to an action item when it has not been completed within a certain length of time?

2
C
10 months ago
C
SysAider
CPunSysAider
posted in Service Automation

Building and modifying workflows just got easier!

We're hot on the heels of launching the new Workflow Designer which will be enabled for cloud customers in the coming 4-5 weeks. For on-premises customers, it will be enabled as part of our July release - stay tuned for more information. To get a head start on building or modifying your workflows, check out this 3-minute video tutorial or the online help page.

3
C
SysAider
2 years ago
poomonster
poomonster
posted in Service Automation

Workflow Notification formatting

Hi Does anyone know if it is possible to change the format of the Service Desk Templates > Workflow Notifications to match that of the Customize > Email Notifications? I have created a new set of Email Notifications that are a massive improvement on the original default plain text ones, and so far are getting great feedback - apart from one downside. We have a Material Request template that, once filled in and submitted, sends an email to a particular manager for approval. This email is generated within Service Desk Templates > Workflow Notifications but is just plain text with no way of setting like the main emails. Is there a way to improve this or would it be possible to do this in a future release? Thanks

1
alefabian
SysAid Partner
1 year ago
A
Anon4343
posted in Service Automation

Request User Selecting an Approval

I'm trying to create an off-boarding workflow. HR will be the submitting user, and on creation of the Service Request, they need to be able to select another user in the system. That selected user will be pre-populated in the Manager Task tab where the manager uploads a completed form and marks the tab as complete. 1. How does HR select the manager? 2. How does the manager get notified of a task? (managers are not SysAid Administrators)

0
A
1 year ago
A
Anonymous
posted in Service Automation

Workflow Notifications

How do you setup your workflow notifications on your workflow designer tabs, so that you can send out an email to individuals/groups per each workflow designer tab as it is completed? Any information would be greatly appreciated! Thank you, Clint

1
Karlson
2 years ago
Scottface
Scottface
posted in Service Automation

Adding attachments to Workflows

Hi I am trying to build a workflow which allows an employee to complete a spreadsheet and attach it to a Service Request which then needs to go to a member of Finance for approval. The employee in Finance is not an admin user and cannot be set up as one due to the fact that our Admin portal contains sensitive HR data. I can attach the spreadsheet to the original SR but when someone in Finance opens it they cannot access it. Is there anyway to make an attachment move from end user to end user via a workflow? many thanks Andy

4
Scottface
2 years ago
Danny Tashiev
SysAider
Danny TashievSysAider
posted in Service Automation

Filter Email Rule Text in from Email’s “To” Address FR#34263 - Released in 18.4.20

SysAid’s Email Rules apply a set of predefined actions on tickets that are automatically generated by emails from your users. Admins have been allowed to configure a rule to search text in an email’s body, subject or Sender (From) and to use the text to determine which rule to apply to the ticket. Now admins can also decide to search based on the address that the user sent the email to. This can be very helpful when admins have multiple email aliases that reach the same inbox. This way if an admin has an email inbox that is accessed by multiple companies, departments, or some other designation, using different aliases, they can apply different email rules based on which alias the email is sent to. Let's say that you set up your email integration to generate tickets for emails sent to support@yourdomain.com. You can now create an alias named urgent_support@yourdomain.com that is routed to the same inbox. Just set up an email rule to check the address that the email is sent to and assign

1
M
2 years ago
S
samkat
posted in Service Automation

Service Desk Notifications - Customize $Approve/$Deny tags

Hello, We are going to be expanding how our company uses the Approve and Deny action items in Workflows, and we want to be able to keep the Approve and Deny links in Emails since that is an easy way for end users and admins to approve without needing to go into the Service Record itself. $Approve and $Deny tags work just fine, but we cant seem to do any customization to them. Basically what we are going for is something like the below attachment #1, with buttons for the user to approve or deny the request, but because the $Approve and $Deny tags inserts its own element into the HTML, there is no way to do inline changes to format them. So it ends up looking like attachment #2 My level of CSS/HTML is not advanced by any means, but I just cant seem to figure out how to make this look better. Current code is below for reference. <table cellspacing="0" cellpadding="0" border="0"><tbody><tr><td style="border-radius: 3px;" bgcolor="#d9e0e2" align="center"><a re

0
S
3 years ago

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