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

  • 37 Posts
  • 79 Replies
37 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 :)  

843
Maayan Karstaedt
SysAider
2 years ago
S
Community Enthusiast
samkatCommunity Enthusiast
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

641
itsdevops
3 months ago
C
ChiJcNew SysMate
asked in Service Automation
Auto Archiving a project that is linked to a request service record

Hi,Is it possible to have the project that is linked to the SR get auto archived when the SR is archived (verified closed status)?Once the project is archived, does it remove it from the project list?If yes, where and how do you look at them later, if necessary?Thanks,Jamie

90
C
3 months ago
M
marieannedulceNew SysMate
asked in Service Automation
Ticket Alert using Power Automate

Hi, can someone help or share how did you create a flow steps when an email arrives for new SysAid ticket with table using Power Automate to post in MS teams? Thanks!

961
SysAid Copilot
SysAider
5 months ago
J
Active talker
Joel_JoseActive talker
asked in Service Automation
Does anybody have a new hire template ?

I wanted to check how effective is our new hire template, and also how the each process is setup 

903
J
Active talker
7 months ago
J
Active talker
Joel_JoseActive talker
asked in Service Automation
How can i create a child ticket ?

I wanted to know how can I create child ticket , this would beneficial for new hire creation process 

1001
SysAid Copilot
SysAider
7 months ago
E
Community Enthusiast
eluizCommunity Enthusiast
asked in Service Automation
I need the $ code to Process Manager

Currently in our Workflow notification we have $LinkToSubTab to work with Assigned To, but I need the dolar $ code to Process Manager.

332
E
Community Enthusiast
9 months ago
N
NejcNew SysMate
asked in Service Automation
Is there a way to setup the default email from where the workflow notifications are being sent?

Hello, is there a way to setup the default email from where the workflow notifications are being sent? Currently they are being sent from the “default email integration email”, but we would like to change it to no-reply@sysaid.com. Any suggestions are welcome.Thanks

532
N
9 months ago
J
Active talker
Joel_JoseActive talker
asked in Service Automation
custom field and the repective notification

I have a custom field called A that contains a list of all the owners. The same field is provided on the SR request form, and I want it to appear in the ticket under the tab where the same field is displayed.I also want to send a notification to the approver listed in field A or should I do that by making a custom notification in the workflow tab ? 

732
J
Active talker
1 year ago
L
lshahidNew SysMate
asked in Service Automation
Automate Joe - Process

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.

511
A
1 year ago
A
Community Enthusiast
aaronjCommunity Enthusiast
asked in Service Automation
Automatically create 2nd ticket

Is it possible to create a secondary ticket depending the answer from a list that a user selects when raising a request?

1126
A
1 year ago
C
christian.mosesNew SysMate
asked in Service Automation
Can I display custom fields in workflow tabs?

I have been trying for weeks now to set up an extremely basic workflow and I’m getting nowhere. We would like end users to be able to request to blacklist/block a number from calling the company and then have that request approved by one of two specific people in the company before it’s actually done by the Helpdesk. This seems like exactly what workflows should do. However, I cannot find any way to DISPLAY the answers to the required questions (eg: what number do you want to block, who is this, why do you want to block them, do they have any open orders...) that the approvers would need to make a decision on whether or not the block should be approved. The fields are there in the request, the end user can fill them in when going through the end-user portal, the right people (not SysAid admins) are notified about the request and can approve or deny the request, but I cannot figure out how to present the custom fields in the request. I’m really frustrated at this point. 

603
S
SysAider
1 year ago
ITsman
ITsmanNew SysMate
asked in Service Automation
Workflow Assigned To Field Population

I am building a workflow action item that needs to be assigned based on the value of a custom relational list field I defined in the “Request Details” tab. The custom field is a relational List based on the SysAid Users Entity. The attribute settings in the workflow do not allow the selection of “Assigned To” when using the custom external field. The “Assigned To” field only shows in the Local Field list when selecting Request User or Request Users Manager.How can I accomplish this?Attribute SettingWorkFlow Tab = Service Record, External Field = Relational List field (user) > Local Field = Assigned To

751
A
1 year ago
M
mXc PotatoNew SysMate
asked in Service Automation
Routing Rule Creating Complications

Hey, On our sysaid database, there is a rule (?) that is looking at the subject or body of an email and if it contains a ticket number (a ‘#’ followed by any set of numbers) it is attaching it to a ticket. My goal is to replace this rule with one that only looks at the subject line of an email. I looked in Email Rules and was unable to find the rule. Our web account is under help.paccoast.comContact info: Potato SchroeterPotato.Schroeter@PCCI.Com916-631-6013 

391
jsidoti
Guru
1 year ago
S
smwilson1234New SysMate
asked in Service Automation
Ldap credentials

Can someone tell me how to change the ldap integration 1 credentials? Or how to supply new/different credentials for ldap?

1411
A
1 year ago
M
MaticPNew SysMate
asked in Service Automation
Routing Rules List not working properly

Hi everybody :)We / I have a question regarding “Routing Rules List”. The issue here is, that if someone submits an incident directly on Self Service Portal, it routes it as it should, but it doesn’t route incidents, that are submitted via email. This worked all along till some point and it stoped working completely. Does anyone have any ideas, is there some checkmark that got disabled/enabled by accedent? Can I view some logs, how specific incident is handled when it comes to Helpdesk, so I can see where it goes wrong? Thank you all for help and regardsMatic

1218
M
1 year ago
C
Community Enthusiast
COKWriterCommunity Enthusiast
asked in Service Automation
How to send Reminder Email to approvers if not approved in XXXdays

Our requests are setup to go through 2 workflow levels of approval. These approval levels are set up as Service Action Items.  I want to send reminder emails if the approver has not approved the request within 3 days of the Request Date/Time.I set up an Escalation Rule to do this but it is not working. I set the email to go to myself.Escalates service records with type Request, only non-merged tickets, with status In Approval Process. Triggers on 72 hours 0 minutes after RequestTime. Notifies: Jane Doe.I want to notify the approver on the Service Action Item. Any help would be appreciated.    

2114
L
Community Enthusiast
1 year ago
S
SeanNew SysMate
asked in Service Automation
Data Polpulation on Action View Fields

Hello Sysaid Community, I am starting to finish up a Sysaid workflow and have a quick question on data population or if this is possible. Under my Action View labeled ‘IT Execution’ This View has a 3 Action Items within it. All Three require the Legal Name, and 2 Numbers below that for our Admins to know. I placed these Text/Integer fields above the Action items but when testing the data population these fields remain blank. If I move it into an action item such as Account creation, then they are filled but not when they are above it. Is this something that is doable or am I doing something wrong. Or should I just be placing the same three fields into the action items individually.The Request Template:  The Action Item:  Current Data Population from the Action Item:  

691
Maayan Karstaedt
SysAider
1 year ago
C
ClaNew SysMate
asked in Service Automation
Admin Group to Receive emails when assigned to Action Item

Hi, I’ve been trying to set up a template to where there is an action item that will be assigned to a specific Admin Group.What will happen is when the action item is activated, there is this Admin Group tab in which I will choose the specific Admin Group. When I click Ok/Apply, an email notification will be sent out to the members. I have set up a workflow notification for this as well and integrated this on the action item. However, no email is received on the members’ end and the other thing also is, I need to complete the action item, re-open it and that’s when the emails are received on their end.  I attached a history of a sample ticket I have ran and tested, for your reference. Can someone please help. Thanks.   

1281
Maayan Karstaedt
SysAider
1 year ago
D
DbroadbridgeNew SysMate
asked in Service Automation
Process Manager Change with Workflow

Hi All,  Does anyone have a way of changing the process manager within a ticket with the workflows? So the senario is a request ticket comes into department A. They do some check then it will go to department B they do there bit and then Department C do the final piece and closes the ticket.  In each stage of the request I’m already using Assigned To to field with another custom field so tickets can be assigned to individual members of the specific teams. What i want to happen is once department A has finished their part and clicked complete it automatically changed the process manager to Department 2 who will then get email notification and the ticket visible in their queue and same for department C who will then close the ticket.  Anyone have any suggestions? Cheers Dave

1421
Maayan Karstaedt
SysAider
1 year ago
J
Community Enthusiast
JKRoseCommunity Enthusiast
posted in Service Automation
Assigned Workflows in the Admin Portal

We need a way for users that primarily work in the admin portal to see workflows assigned to them.  A tab or some type of notification queue would solve this.  Having to look in the end user portal is not a great solution.

632
J
Community Enthusiast
2 years ago
J
joshua.greenNew SysMate
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. 

1752
Maayan Karstaedt
SysAider
2 years ago
K
kyle.bgcdsbNew SysMate
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. 

1011
Maayan Karstaedt
SysAider
2 years ago
D
DbroadbridgeNew SysMate
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.

1100
D
2 years ago
J
Jim Brown (Enable Scotland)New SysMate
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.

857
Maayan Karstaedt
SysAider
2 years ago

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