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Talk IT Out

Let's figure IT out together + Product Feedback + Pathfinders unite!

148 Posts
J
Active talker
Joel_JoseActive talker
asked in Ask A Question
When will the Smart 2023 Videos be available online - especially the workshops

Hi I needed the workshop Videos of Smart 2023.Could you please make it available , it would helpful !

471
S
SysAider
1 year ago
A
Community Enthusiast
andrewmCommunity Enthusiast
asked in Ask A Question
Removing/making not visible Tabs in the Subtype (Microsoft Teams)

Hi, All this my first post here. I’m trying to make the Microsoft teams tab in the subtype not Visible and it not letting me like the others. (Below is the message it gives me).I tried adding it to a group, Tried unticking the check box, tried creating a fresh new subtype. Tried Chrome, firefox and Edge browser. I need to do this because when adding workflow tabs it puts it ahead of these default tabs(History,related items, Microsoft teams) instead of putting it in front of the Approve workflow tab. Any help or work around will be appreciated thank you. 

512
Gus
SysAider
1 year ago
S
SoumyaLingareddyNew SysMate
asked in Ask A Question
CVE-2023-47246 Vulnerability - Does it affect SysAid agents?

We have SysAid Agent installed, but nothing showing the on-prem server component. Is the SysAid agent impacted by the recent CVE-2023-47246?

1571
S
1 year ago
P
ProdMonNew SysMate
asked in Ask A Question
Disable Delete Button to prevent deleting incidents and/or users

Hi team! We’d like to know if it’s possible to disable the Delete button even to administrator users. So far the only way we’ve found is by unchecking the administrator permission which leave us with administrators that cannot create or modify users, can’t create categories, etc. Thank you.

1153
P
1 year ago
E
ElizabethMNew SysMate
asked in Ask A Question
Project progress calculation

The progress calculation is not calculating at all, even when you have half of the tasks completed. It is greyed out you can’t even change the progress percentage manually. 

151
AlexanderChr
SysAider
1 year ago
M
miraldhNew SysMate
asked in Ask A Question
Change Status based on email reply to End User

Hi, Is there any Way I can change the Status Automatically once an Admin Reply to the End User through SysAid or an email?

802
M
1 year ago
J
Community Enthusiast
jherronCommunity Enthusiast
asked in Ask A Question
SLA Timer Reset

Hi everyone, I am currently working on creating SLA’s that are valid per area of our department.The biggest issue is regarding escalations, and when waiting for a user to respond to a question. My question(s): Can you reset an SLA timer when you set a status to: Awaiting User Response, or something very similar? When escalating a ticket, can you also change the timer when it is escalated? Thank you,

1082
J
Community Enthusiast
1 year ago
J
Active talker
JordanhoActive talker
asked in Ask A Question
Variables in custom field list filters

Hello, I have created relational list custom fields for service records and action items which target users as the entity. Is there a way to set filters on the field using variables to filter the list dynamically? For example, I would like to filter the custom user field based on company of the requestor.This is similar to how the requestor field is filtered by the defined company in the service request, or how the available admins are filtered by the admin group. 

1272
J
Active talker
1 year ago
S
shadow229New SysMate
asked in Ask A Question
API Timeout

Unable to find a resolution to this yet, but trying to run an API call for service records and I’m being hit with a timeout on anything over about 25 records. The below response came back after only 51 seconds. HTTP error occurred: 504 Server Error: Gateway Time-out for url: https://mycompany.sysaidit.com/api/v1/sr/?limit=200 Can I extend this timeout somewhere to allow it to fetch bigger batches?

973
S
1 year ago
Z
zainNew SysMate
asked in Ask A Question
Is it possible to mandate comments for service record surveys?

 We'd like to make comments mandatory on surveys, but it appears we're unable to find a method to achieve this. Is it feasible?

281
S
Community Enthusiast
1 year ago
M
Community Enthusiast
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.

463
raluca.zarnica
SysAider
1 year ago
jsidoti
Guru
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

794
jsidoti
Guru
1 year ago
M
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. 

741
raluca.zarnica
SysAider
1 year ago
G
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?

991
raluca.zarnica
SysAider
1 year ago
R
Community Enthusiast
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

653
Gus
SysAider
1 year ago
Miron
SysAider
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

1954
G
SysAider
1 year ago
J
Community Enthusiast
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

922
J
Community Enthusiast
1 year ago
C
Community Enthusiast
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.

1602
M
1 year ago
S
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?

683
S
1 year ago
zoewalters
Active talker
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? 

1647
alin.lupascu
SysAider
1 year ago
J
Community Enthusiast
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

402
J
Community Enthusiast
1 year ago
Maayan Karstaedt
SysAider
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

1452
Dr Tech
1 year ago
I
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

706
I
1 year ago
Joe The IT Guy
SysAider
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 

210
Joe The IT Guy
SysAider
1 year ago
P
Community Enthusiast
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.

724
P
Community Enthusiast
1 year ago

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