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Service Automation

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

  • 37 Posts
  • 79 Replies
37 Posts
P
PatsyNew SysMate
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

465
Maayan Karstaedt
SysAider
2 years ago
J
jordanmclarkNew SysMate
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?

1131
Maayan Karstaedt
SysAider
2 years 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

712
Karlson
Super SysMate
2 years ago
godef
Community Enthusiast
godefCommunity Enthusiast
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!

173
Maayan Karstaedt
SysAider
2 years ago
R
rstoryNew SysMate
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

481
E
Community Enthusiast
3 years ago
C
Active talker
CrissmillerActive talker
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?

422
C
Active talker
3 years 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.

103
C
SysAider
4 years ago
poomonster
Active talker
poomonsterActive talker
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

1441
alefabian
Active talker
3 years ago
A
Anon4343New SysMate
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)

490
A
3 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

331
Karlson
Super SysMate
4 years ago
Scottface
ScottfaceNew SysMate
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

564
Scottface
4 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

551
M
4 years ago

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