Talk IT Out

I can’t send request for login with my credentials. Someone can help me?

Hi, I was wondering if anyone might be able to help.  One of our user’s is getting below error when they are trying to set up the self-service password reset/account unlock function.  We have tried resetting the users password and asked them to try again but they are getting the same error. Our team have never seen this error and it is only this 1 user who is affected by it.  Can someone please point us in the right direction on how to resolve this issue? Any advice would be much appreciated :)!  Kind regards,Mitsubishi Electric IT Support Team  Error message when trying to set up security questions for self-service password reset/account unlock 

Workflow Notifications are dropping characters when we are using html. Example :  We have a notification that is merging  the ${ReqUser.FirstName} into the notification.  We are seeing characters in the first name missing in the sent notification .  Emily will send as Eily .  Is there a solution or best practice when using HTML in the messages ? 

I see in the documentation that tickets are auto archived after 12 months and that it is possible to set escalation rules to archive them sooner. But, once archived, how long will tickets remain in the system? Is there any way to see in the system how long this time is set for?

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

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,  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.

Hey guys, This month we'd like you to share with the community which programming language do you use the most! Cheers, Danny

The "Other changes are made" notifications for Assigned group members is vague and I can’t find any documentation on what that covers.  Please provide details on this in future documentation.

Hi, we have encountered numerous instances where new incoming emails were logged under an old job ticket instead of raising a new ticket for the job. Please we need help on this. Thanks.

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

After sysaid agent instalation, the Bitefender Endpoint Security slow down at all updades.This is a known issue?

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.

If I rename my PC will SysAid update the asset name or will I have to reinstall the agent to see the change?

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?

I need to pull custom Lists into Excel - How To? Specifically the “Location” list.

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