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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.
I have some workflow notifications which are being used to insert service records depending on whether certain criteria is met in a service request. My assumption was that the “Request User” on the service record initiated by the workflow would be the user assigned to the action item in the workflow, but that does not appear to be the case.When I create the workflow notification the Request User field defaults to my account. I can change the user but cannot clear the user. How do I ensure that the user assigned to the action item is the user who is making the request when the service record is created by the workflow?I am running SysAid on-prem version 22.1.65 b20.
Hi all, Early last month I was chosen as one of HDI Top 25 thought leaders (!) together with an amazing group of IT professionals. I wanted to say THANK YOU to everyone who took the time to nominate me. This just motivates me to write more and continue to bring value to how you do IT. As a small token of my appreciation, here are 23 ITSM Tips for a Better 2023 . Enjoy 🙂
Hi, I’m new to this group and just getting started with SysAid Workflows, so any help would be greatly appreciated!I’m getting some issues when creating customized action items or service record items not being available for selection when trying to add them to a request template. It looks as if I have to wait 24 hours or so for these custom fields to become available (frustrating but I can live with it), and whilst I’ve had some success, custom fields becoming available for selection can be inconsistent. For example, I created two custom service record fields yesterday, 1 being a list and the other being a text box. Both are ready and created in the custom fields lists. The list was available to add to my request template today, but my text box was not and I have no idea why. I’ll likely have to delete it and start over. Does anybody know why custom fields may not become available for addition e.g. Am I making the caption too long, does the database reject it for a reason? Many thank
Per the Azure integration description in the marketplace (https://www.sysaid.com/it-service-management-software/marketplace/azure), “The integration runs these data imports on a schedule that you define; saving time and preventing human error that could occur from manually copying the data.” Where is the configuration for the schedule? I am not seeing it in the interface nor documentation.
I am trying to setup a notification that will be trigger when the service record is updated, or action item tab is closed. The notification would need to be sent to a specific employee or group based on what data is entered in a specific field.Example: On the SR there is a field for new supervisor (custom field). We would want the notification to be sent to that specific supervisor so they can do the next action item in the workflow. How would this be setup in the workflow / notification? Jamie Chavez
I’ve been around the IT thought leader block for almost 10 years now, and in my line of work there’s one recognition that stands above all - making it into the annual HDI Top 25 Thought Leaders list. So as much as the thought of self-promotion gives me hibbie jibbies, I’m going against my introvert nature and asking my fellow SysMates for the literal vote of confidence. Please fill out this 3 min form and nominate me! Your vote will enable me a greater chance of making it into this year’s list. So if you’ve ever found my stuff helpful in any way, I ask for your support. Your vote means the world to me,Joe
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Hi, We have blank page in Incident view while Assets and other parts are working just fine. After several minutes, Incidents view is working again. This repeats several times a day every day. Anyone ideas about what could be wrong? No CPU usage at any time (40-60%), disk/memory ok. Moved to another DataCenter (vmware) and still the same.
Hi,I have created an rule that should trigger the action (send notification) 1 hour after the SR is created and unassigned. When an escalation rule is created or updated, does the rule affect:Tickets created after the rule was updated/created? To all existing tickets?Cheers
I have created a workflow for onboarding new team members. One of the action items is to create the domain ID and enter it into a database. I have 2 fields, the first requires the ID be entered and the second I want to require a yes response that the database has been updated. When these 2 activities are completed, I would like to have the action item status be automatically updated to completed. I am unable to find instructions on how to accomplish this, can anyone provide some insight or a document link?
Under Assets the Tab Maintenance there is a default field called Last Maintenance. How can a organization utilize this field to notify the admin if the last Maintenance has been over 30 days for example. We want to implement a process were the Asset is maintained and remind the admin to maintain.
Hi - I don’t know if any of you can help?I use Sysaid at here at my company - we have recently been taken over by another company and now form part of a group (2 Companies).I have joined the domains as part of a forest with a two way trust relationship - is there a way I can use Sysaid to interrogate and manage the other domain? Many thanksGav
I get an error every time I edit the email notification mentioned above. It says “Seems like the HTML code used is corrupt/obsolete and cannot be edited with the new editor without breaking the notification”. Can someone please send me the generic/default HTML code for this notification? Thank you in advance,Orlando Vasquez
Our institution is using SysAid for employee onboarding. HR starts the process with filling out all the employee details. Information Technology and Facilities then get assigned incident requests to get the account, equipment and room ready for the new employee. Is there a way to link the service records that are created for these departments back to the request so when they close out the tickets HR is notified?
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