Service Automation

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

  • 28 Posts
  • 60 Replies

28 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
9 months ago
C
christian.moses
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. 

3
S
SysAider
23 days ago
ITsman
ITsman
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

1
elena.t
SysAider
1 month ago
M
mXc Potato
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 

1
jsidoti
1 month ago
S
smwilson1234
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?

1
A
2 months ago
M
MaticP
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

8
M
3 months ago
C
COKWriter
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.    

4
L
3 months ago
S
Sean
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:  

1
Maayan Karstaedt
SysAider
3 months ago
C
Cla
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.   

1
Maayan Karstaedt
SysAider
4 months ago
D
Dbroadbridge
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

1
Maayan Karstaedt
SysAider
6 months ago
J
JKRose
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.

2
J
7 months 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
10 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
10 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
1 year 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
1 year 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
1 year 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
1 year ago
Karlson
Super SysMate
KarlsonSuper SysMate
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
Super SysMate
1 year 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
1 year 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
1 year 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
1 year 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
3 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
Super SysMate
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
2 years 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
Super SysMate
2 years ago

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