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jsidotiGuru

asked in Ask A Question

notifcation exception

Afternoon Folks, I’m trying to set up a flow from Salesforce Cases to Sysaid.When a Salesforce case is assigned to a specific group I have it set to send an email to helpdesk@mycompany.org that will come from noreply@salesforce.org Is there a way to tell sysaid to not attempt to send notifications to on ticket creation/modification/closure? John

16 minutes ago

manuel.mendez

asked in Ask A Question

Total Task Time Filter Menu

How can I set-up a Filter Menu so that I can order my task by time ASC or DESC.

4 hours ago

MG2001New SysMate

asked in Ask A Question

Multiple customers

Hi all I hope your well, I am looking for some support on understanding if I can have 3 different customers access Sysaid but not see each others incidents/requests, updates or asset lists.I have been searching the knowledge base and do not seem to be having much luck with identifying the white paper. Any support or direction would be greatly appreciated.

5 days ago

graajNew SysMate

asked in Ask A Question

Issue with notification emails

I have an issue from time to time, the notification emails to end users don't always come through.In the general settings, all the setups are checked: assigned administrator, responsible administrator, request user. Notifications are set to be sent to the submit user for the service record, and notifications will be sent for all new service records with a priority greater than or equal to priority Low. Everything is checked.However, I still encounter issues.I've noticed that when I reset my notification settings for 'email to end user regarding' and then modify it back to my own layout, the notifications suddenly start coming through by email to both administrators and end users.But it's not intended for me to do this every time, right?Is there another setting elsewhere, or do others experience the same issue?

11 days ago

Reed the SwedeCommunity Enthusiast

asked in Ask A Question

how do I edit the text in a request form notification?

Hello,I am working on an existing request form.I’d like to update the text of the email that is sent out to the form requestor when the request is completed.I can’t find where in SysAid to edit this notification that is emailed out.Where should I look?Thanks!Reed

16 days ago

MironSysAider

published in The world of ITSM

Test yourself - 9 questions to see how well you know your ITSM KPIs

Do you know your Incidents to Requests ratio? This is crucial to know as it is an indication whether your IT organization is operating at a healthy level or mostly fire fighting. It’s also a good way to find out whether your tickets are classified properly by your users (are they opening requests when they should open incidents?)What is your organization’s average MTTR this month? Does it meet your expectations? Did it improve from last quarter? What is your user satisfaction score? Are users happy with your IT organization? Do you want them to be? Is it improving quarter after quarter?What is the percentage of tickets that are closed within 24 hours? What is the percentage of tickets that are closed after over 5 days? Are you satisfied or concerned with what you’re seeing? What are you planning to do about it?How many Changes and Problems did you have this quarter compared to last quarter? Do you use SysAid’s Change Management or Problem Management processes to help you measure these

1524

20 days ago

jeffreyb60Community Enthusiast

asked in Ask A Question

Question about using routing to auto assign

Hello all! We are using routing to assign tickets to an admin. Is there a way to add a cc so another can see the ticket info when assigned? (cc won’t be assigned obviously). Thanks so much.JeffreyB

1 month ago

COKWriterCommunity Enthusiast

asked in Ask A Question

How to prevent re-open by end user after a period of time

We would like to allow the re-opening of incidents and request but only for a certain period of time after it is closed. End-users are re-opening tickets months after they are closed. We need to force them to open a new ticket rather than re-opening an old ticket. Can this be done? If not, can we prevent re-opening only for incidents and not requests? The Self Service Portal General Settings page has a setting that includes incidents and requests in the option to allow the reopening of a ticket by an end-user.

1 month ago

slattmanNew SysMate

asked in Ask A Question

service record action items

Need to disable about 125 action items in Enabled status, previously enable during either testing or in early development and implementation. Is ther a way to do a bulk update from the Service Record Action list?

1 month ago

zoewaltersActive talker

asked in Ask A Question

Admin Notifications - how to customize

Is it possible to customize the emails that are received by administrators?These are the ones that are set in General Settings: We’ve kept them out of the box, so the subject reads:“A service record #nnnnnn has been assigned to your group”And, the layout is plain text, not HTML formatted. I’d like to change these, but it doesn’t seem to match the format in Settings>Customize>Notifications> Email to administrator regarding a Service Record. Are these notifications held elsewhere? How would I change them?

1 month ago

jeffreyb60Community Enthusiast

asked in Ask A Question

Enable Password Services in AGent MSI (using transform)

Hello, How can I enable password services in the agent.msi using a transform? I see a property named “ENABLESYSAIDPS”. Is the the correct property? Should it be -1, 1, or 0? Thanks

2 months ago

Maayan KarstaedtSysAider

posted in The world of ITSM

Best IT websites 2021-2022

Hi All,Tell us what are your go to website!Here are a few we can recommend in the mean time:@Oded M https://techcrunch.com/https://www.cio.comhttps://techrepublic.comhttps://downloads.com@timturov a large database of technical specifications, mobile phones, laptops and computer componentshttps://mobilespecs.net/@Maayan Karstaedt https://www.tsia.com/https://www.servicedeskshow.com/ What’s yours? Cheers,Maayan

2 months ago

IT_NPCNew SysMate

posted in Ask A Question

Additional notification types for admins who work remotely

There are email and sms notifications, but here are some ideas for those hard-to-reach admins who work from home:Doorbell integration - in case you've fallen asleep this can wake you up Home automation - flash the lights on and off in case you have headphones on Wellness check - alerts local law enforcement so they can knock on your door Pizza - similar to wellness check and comes with food Shock collar - typically used for dogs but can fit humans Fire alarm - localized sprinkler activation

2 months ago

Joe The IT GuySysAider

published in The world of ITSM

[Joe the IT Guy blog] How AI Enables ITSM, ESM, and the Delivered Employee ExperienceBlog

Hi SysMates, I explore in this blog how AI is reshaping the ITSM landscape and changing the game for IT professionals everywhere! Read the full blog here

2 months ago

PauloSantosCommunity Enthusiast

asked in Ask A Question

How to clear a sort from the "Additional Attribute Mappings" field?

Hey guys, whats up ? I need a help to resolve a problem the LDAP. I have a configuration in SysAid on LDAP from the company. I need to clear one define at the "LDAP Attribute Mapping". I know first need to remove bond, but dont' know as clean former information. Basically I have a configuration egual the documentation: https://documentation.sysaid.com/docs/ldap-form-attribute-mapping-tab#:~:text=LDAP%20Attribute%20Mapping and it works many good. I am in production environment and need avoid loss the calleds. Thanks a lot for the help.

2 months ago

PauloSantosCommunity Enthusiast

asked in Ask A Question

Alter parament in report "Create New Clustered Report", custome.

Hey guys, good morning!A need a help for alter one value in report.I am in job on company it has a one report done in jrxml, but I need alter some parament. The question it is dont having code jrxml for alter parament.Existist one location in sysAid than can I change the parament this report?Gratful,

2 months ago

PauloSantosCommunity Enthusiast

asked in Ask A Question

Help for create forms

Hey guys, good morning!I need help creating an IT ticket opening form. My idea is to create an opening form for the help desk and print a different form the guys for the fieldMy biggest problem is creating a data bond, for example, people put the address and the printing pulls that information.Could clarify which best practine for create?

2 months ago

irenazajcNew SysMate

asked in Ask A Question

Filter "Phase"

I would like to set-up view to be able to filter (see) all requests in selected phase of workflow. I can’t find field Phase in Sysaid. BR, Irena

2 months ago

Steve_IT_FPSTActive talker

asked in Ask A Question

Restricting Templates by User (or group)

I noticed that when setting up Categories that you can say which user groups can see those Categories and I wanted to know if there is a way to limit Service Desk Templates that way as well. We will have several options that are for specific locations or departments because they have customized software that is not used by anyone but them so I do not want users who are not at those locations to see those options in the Template drop down in the Self Service portal.Is this possible?

2 months ago

PauloSantosCommunity Enthusiast

asked in Ask A Question

Remove information duplicate in Section/Departament/locality (LDAP)

Hello guys, good morning!I need to clear a one field Which name is "Section/Department/locality", thoses field before was bond with is LDAP.The question is I don't have access to the backup and I need to clear without to harm the history previous.One situation occurred previously was a upgrade made to AD to alter name, department the other informations in user to system, that he finished up finished including some information incorrect.Now AD it is correcty and whitin to SysAid we can verify this, but still persist some information duplicate.If can help me, I will be grateful. I will put exemple the down: Classification removed, according to exemple down:but continues having information save in sistem and duplicate:

2 months ago

Colin BodkinActive talker

posted in Ask A Question

Is there a way to require comments on service record surveys?

We want to require comments on surveys but can’t seem to find a way to do that. Is this possible?

2 months ago

molloNew SysMate

asked in Ask A Question

LDAP Scan for only add new Users

Is there a way to set the LDAP to restrict it to only load new users from an active directory instead of using the full scan or normal scan option ?

2 months ago

haimgNew SysMate

asked in Ask A Question

Getting a specific value from a relational list

Hi, I would like to get a specific value from a relational list to send in an email notification,I know its suppose to look something like this:$AccountObj.getCustValues('srSubTab_cust_hilanet',$resource).getCaption($CurrentActionItem.getAddonFieldValue('CustomColumn371srSubTab'))but for some reason it’s not working…Please assist me with this and if there is any documentation for getting these custom values it would be very helpful :) Thanks in advance,Haim.

2 months ago

zoewaltersActive talker

asked in Ask A Question

Power BI Extract Customise Output

It is possible to customise the Power BI extract? I have a monthly report that exports to CSV and arrives by email When I attempt to set up the Power BI extract, these are the headings I have, and they are limited.How can I match the email report items to the Power BI extract?but my report headings are these and do not match the options in BI Analytics settings:

2 months ago

zoewaltersActive talker

posted in Ask A Question

What do your end user emails look like?

I’m really interested to see how people have customised their end user emails.We’ve currently got an email that uses IF statements to determine if the ticket = new or closed, but I’d like to add statements to identify if a ticket is pending a response from a user, is awaiting vendor or has been reopened, and send text accordingly. What types of emails do you send to your users, and what information do you include?

3 months ago

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