Service Automation

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I’m probably missing something very simple.  I’ve got a Smartsheet form being sent in from a specific email.  I’ve got email routing that looks for the email + specific subject, it uses the proper template.  That was easy.  I want to write some simple logic that looks for specific text in the body, and if it sees it, creates a task inside the already created ticket and assigns it to the proper people.  I can’t seem to get that to function.  Anyone have any ideas?

I am looking to redesign my Incident request form and could sure use some recommendations from those who are happy with the forms they have developed.  If you have a screenshot of a form that you’ve created please share it out.  I would greatly appreciate the assistance.

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

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

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!

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

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

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

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

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 ? 

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.

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

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. 

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

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 

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

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

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.    

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:  

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.