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185 Posts
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Community Enthusiast
Lauren MyersCommunity Enthusiast
asked in Ask A Question
Email notifications to administrators

We are using SysAid as a campus wide ticketing system.  So all “help” questions flow through SysAid.  Whether it be a ticket regarding Facilities, IT, Marketing, Research, etc.   I have added some code to our email notifications and based on what category the end user choose is what email notification he/she gets.  Same with administrator notifications.  I have added the same code to the administrator notifications however, any of those categories that use a request template do not get an email that they have been assigned a ticket. I’m assuming because it uses the Process manager field over the Assigned to field. How do I make this function?

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L
Community Enthusiast
Maayan Karstaedt
SysAider
Maayan KarstaedtSysAider
posted in The world of ITSM
Answer this - What cloud service provider does your organization use?

Take this quick poll and be part of the conversation! We have a question for ya! We will share the results for the last question with you next month :) Cheers, Maayan

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David.S
SysAider
Oded M
SysAider
Oded MSysAider
posted in The world of ITSM
Best IT websites

Hi, I was thinking about gathering together a list of the best IT websites. - Software Downloads , IT discussions , IT Articles etc.. I will share mine, and would love to hear about yours. Here goes: https://www.cio.com https://techrepublic.com https://downloads.com Oded

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Maayan Karstaedt
SysAider
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BITZINew SysMate
posted in Ask A Question
Bericht / Auswertung Ticket Zeitraum

Hallo Zusammen Ich habe den Auftrag erhalten eine Auswertung zu erstellen welche alle Tickets aufzeigt, die älter / länger als 30 Tage geöffnet sind. Unter den Berichten konnte ich mit den bestehenden Optionen eine solche Auswertung nicht durchführen. Als Umgehungslösung habe ich eine Auswertung erstellt welche alle Tickets pro Jahr ausgibt und diese als CSV exportiert was aber ziemlich umständlich ist. Gibt es einen Tipp / Trick? Habe ich etwas übersehen? Danke für eure Rückmeldungen. Freundliche Grüsse Tobias

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misaqoo_29New SysMate
asked in Ask A Question
SQL Dump

Hi there! My company was subscribed to SysAid a few years ago but unfortunately did not continue with the licensing due to some issues. Our IT personnel had performed an SQL dump on the SysAid server to create a backup and acquire the faq files, attachment files, etc. The files are all .DAT file format, where opening them with Microsoft Word or Excel would not display them correctly (Encoding issue). I have tried setting them to all sorts of different encoding but to no avail. Please help me! 🙄 Cheers.

801
Sela Weinrob
SysAider
J
Ja4edNew SysMate
posted in The world of ITSM
Workflow Dependence Scenario

I have the following Request workflow configured: Workflow Tab1 - Custom List 1 (yes/no) - Custom List 2 (yes/no) - Custom List 3 (yes/no) Workflow Tab2 Workflow Tab3 Workflow Tab4 Workflow Tab5 Workflow Tab2 activates when Tab1 is complete AND Custom List1 is marked Yes Workflow Tab3 activates when Tab1 is complete AND Custom List2 is marked Yes Workflow Tab4 activates when Tab1 is complete AND Custom List3 is marked Yes I want Workflow Tab5 to activate when all PREVIOUSLY ACTIVATED tabs are complete (I want to send a notification on Tab5 activation). For example, if Tab2 and Tab3 are activated but Tab4 is not, Tab5 should be activated when Tab2 and Tab3 are complete. In this example, I don't care if Tab4 is complete because it was never activated. I can't figure out how to get the workflow dependence to function this way. Can someone point me in the right direction?

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P
Active talker
paul.lawrenceActive talker
posted in The world of ITSM
Add Action Items fields into workflow notification

I'm looking for the possibility to pull the fields from other workflow notifications into a notification that we would send to Approvers. I know there is the option of attaching a PDF with all action items to a workflow notification, but it honestly is not formatted in a way that is easily readable and in our case contains too much information. There is no definitive separation of information and unless you are familiar with the process it is hard to tell apart the information for each action item. Additionally in our case we really have no need to include History or Messages in the automated report. I reviewed https://www.sysaid.com/help-page.htm?helpPageId=4147&helpPageName=RFCNotificationEdit.htm&edition=2&version=v18.1.23&Admin=Y&productId=1&lang=en&notAddingIndexJSP=true help page and am not seeing anything there that would instruct me on how to embedd fields that exist in other Action Items. Is there any direction that I can be pointed in to accomplish this?

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Active talker
NWG-ITActive talker
posted in The world of ITSM
Change Management step by step request guide

Hello, Within our company we really would like to start using the ITIL module within Sysaid. And I am trying to implement a few basic Change Management templates, but with that I am stuck and it feels it is all a bit to "big" for our needs. As a start I would like to have two default change templates for example: - a step by step procedure for a new hire change request - a step by step procedure for a change order But i really cannot see how to start, So a SR enters SysAid with the request for a new user then how to proceed? how to setup a change template for a new hire? could anybody share a light? which workflow tabs and fields you use? It would be great that anybody could tell me a step by step guide, Hope to find out more :D Thanks in advance!

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Community Enthusiast
C
Community Enthusiast
consorzio cbbgCommunity Enthusiast
posted in Ask A Question
REPORT SYSAID

Buongiorno , volevo chiedere un'informazione , nei miei ticket incident ho N. stati (nuovo,aperto,assegnato a , in attesa , chiuso) avrei bisogno di estrarre un reporto mensile e annuo che mi dico il numero di ticket per stato con il relativo orario. es: nel mese di dicembre 10 nuovi 1 aperto 1 assegnato a 0 in attesa 20 chiusi con relativo orario di cambiamento stato . questo mi serve per poter sapere in quanto tempo è stato gestito un ticket , usando lo stato nuovo e lo stato chiuso. è possibile gestire anche degli sla? es: poter impostare orario di lavoro dalle 9 alle 18 poter impostare in quanto tempo deve essere gestito un ticket. Con la mia vecchia azienda era anche possibile vedere a video una pagina http tutti i ticket aperti chiusi in attesa etc. grazie

370
alefabian
Active talker
Obelix
Active talker
ObelixActive talker
posted in The world of ITSM
ISO 9000 Tip - Write what you SysAid, SysAid what you write....

ISO 9000 is a standard for management. It doesn't specifically cover IT. IT has it's own ISO no. However since ISO 9000:2001 they change the tone from management to customer satisfaction. That touches everything. That touches IT even if you only handle door access (no am not talking bout door with uniform guy with a smile, am talking about door in shop floor, production, warehouses). It's a new western imperialization instrument if you ask me... but I know you won't. Anyway... ISO standard basically said that you've got to document everything and track it. Write what you do, do what you write. And here lies the salvation. You got to write what you do. Nobody else can cause they don't qualified. And don't worry about getting it wrong. Auditing only cares if you comply to what you write. It doesn't .. it can't.. judge the quality of what you write. If somebody outside the IT dept tries to write it for you, let them... it will bound to fail and when it does... you can point this out. Th

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Obelix
Active talker

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