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If I delete a type, will I have the opportunity to re-assign the assets to a different type?
We had previously created an "iPad/Tablet" type. Since upgrading to SysAid 9, there's now a default Tablet type. I'd like to move the existing assets in "iPad/Tablet" over to Tablet.
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Just echoing this question: is there a way to have timers recalculate after a rule definition is changed?
Thanks,
Jeremy.
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Here's the implementation we use for integrating some Rails apps with SysAid:
https://github.com/cthielen/ruby-sysaid
Best,
Jeremy.
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It looks like this thread is quite dead, but I'm running into the same problem:
I defined a new OID under Asset Management->Asset Settings->Customized SNMP OID-s.
For the interested, I'm trying to map 1.3.6.1.2.1.25.3.2.1.3.1 to the Model field for Printers.
I re-ran SNMP scans of all my networks.
The model field was not populated after the scans completed.
Any suggestions on getting this to work?
Thanks,
Jeremy.
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I am also getting this error.
I installed the remote discovery service at one of our remote sites last week, and it worked with no problems.
Every other site I have tried to add subsequently results in this same error. When I start the remote discovery service, I do get the pop-up in SysAid indicating that the remote discover service has started, but then the service never shows up in the list of available services. All of the unsuccessful remote discovery services have been running for several days, and still do not show up in the list. I have restarted the remote services and the SysAid instance several times.
I am using version 7.5 of the remote discovery service.
I was about to submit a support request, but I figure I'll give this a chance first 
Thanks,
Jeremy.
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Thanks, Joseph. I'll give it a try using the last modified date.
My only concern with that is that we do sometimes add activities, notes or other additional information to service requests while we're waiting on additional information from the customer. But really, that will only extend the time until the escalation rules are initiated. So I think it will still work for us most of the time. I may put in a feature request for a new variable that measures the time since the last customer contact, since that would be ideal for this use case.
Best,
Jeremy.
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We actually have a "Customer Responded" workflow, and that's exactly what we're doing (sorry--should have mentioned that in the original post).
The issue is that after the customer responds, we frequently end up needing to go back to them for yet more information. As soon as we set the status back to "Waiting for Customer" again, the escalation rules fire because the timer on "Waiting for Customer" is already past the escalation threshold from the previous run through the workflow.
J.
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Howdy--
The short version of this is: Is there a way to reset a timer to 0 via an escalation rule?
The long version:
I have used a combination of statuses, timers, and escalation rules to create the following workflow:
1. When we need additional information from a customer, we set the status on the service request to "Awaiting Response." There is a "Waiting for Customer" timer that tracks how long a service request has been in that status.
2. We have an escalation rule that checks for service requests with "Waiting for Customer" timers at 168 hours (1 week), then notifies the customer that we are waiting for them to respond and sets the status to "No Response Pending Closure". We have another timer that tracks the time spent in the "No Response Pending Closure" status.
3. We have another escalation rule that checks for service requests with the "No Response Pending Closure" timer at 336 hours (2 weeks), then notifies customers that their request is being automatically closed and sets the status to "Verified Closed".
The problem I'm running into is when a customer actually does respond after steps 2 or 3: because the two timers keep incrementing, and because the two escalation rules are looking at the total time on each timer, the customers immediately receive the two automatic notifications again, and the ticket is immediately closed.
So, is there a way to reset the timers as part of the escalation rules?
Failing that, is there some other way to handle this?
I would consider using the "Reopen Count", but it's not uncommon for a ticket to have been reopened more than once for other reasons, so that's not a reliable indicator.
The other idea I had was two use one of the custom integer fields to manually keep track of the number of times the SR has gone through this loop, but I don't think that the query building is sufficiently flexible to do these kinds of comparisons.
Thanks for any suggestions.
Best,
Jeremy.
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Howdy--
I recently added a number of exclude dates under Preferences->Service Desk Settings->Exclude Dates. I realized that I had made typos on a couple of dates. I tried using the Delete button next to the erroneous dates, but they don't go away. When I click Delete, the page reloads, but the "deleted" date is still in the list. I've tried accessing the preferences from other browsers with the same result. Is this a bug, or am I missing something?
Thanks,
Jeremy.
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I am using 7.0.05, and I do not see an EndUser view under Service Desk > All. Do I need to create that view to make this work?
Jeremy.
itayH wrote:Hi HK,
Welcome to our community.
In order to enable your users to see the massages please go to Service\Help Desk > All\Incidents > change the view to EndUser > click on the blue cogwheel and move the massages field from the visible to the available fields > save and now they will be able to see the emails that you are sending them as a massage.
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I second this question! This would be immensely helpful.
Jeremy.
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Is there a way to get the end-user's department as a variable? It seems odd that ${Department} isn't in the list of available tags (and it doesn't work), and it would be very helpful for us.
Jeremy.
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