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This worked perfectly - I had been using the wrong syntax on the lookup caption and order by fields. Thank you so much - this is a big help!!
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Thanks so much for your reply! I tried your syntax but I keep getting an "error in query" screen. I think the problem is likely the ID number - what do you mean by go into the database? I'm not sure how this is done - it also might be worthwhile to note that I use the cloud version. I may go to Sysaid support if I continue having problems - I just feel like I'm so close to having the right expression for this filter!
Thanks again for your help!
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I'm having some trouble filtering by Service Request Sub Type. Has anyone been able to do this successfully? I want to build a drop-down filter specifically for my Incident sub types so that I can select one sub type. I also would like to be able to add a static filter so that I can designate a view as only displaying one sub type of an incident, and then create views for each incident sub type. After a lot of trial and error I haven't been able to find syntax that works - I also looked in the most recent version of a Sysaid database guide and couldn't find information on the database syntax for SR sub type. I would very much appreciate any suggestions or advice!!
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I'd like to reiterate Matrix-Donald's question: I value escalations for being able to automate notifications to my agents, but would really love to be able to shut off the prompt that recurs whenever they do something to an SR that has been escalated. Is there any option for this?
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We do own the Sysaid license and we use the Sysaid Cloud Platform so we don't have the software on our server, it's on Sysaid's.
Thank you very much for your reply, it is informative to hear some opinions on using a consultant and what else Sysaid has to offer in terms of support.
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Hi all,
I'm a data system newbie but at my job have to do a lot of work within the Sysaid system, which was purchased as my organization's official data system shortly before I came on. I know how to work within it pretty well but we are now having troubles because we used an IT consultant to customize our system for us. His contract is now over but we didn't get everything we wanted out of his services and the ability to change settings and customize was reserved for him, as far as I am aware. So even though he's no longer on contract, even our admin account can't make changes to system-wide settings. Not knowing much about IT I am wondering how common it is to use a consultant to customize datasystems and Sysaid in particular and whether we really need to use one in the future. Sysaid seems pretty user-friendly, perhaps with unlocked settings it would be something we could figure out.
Second question is whether it's possible for us to make changes in our system since the former consultant owns the code he used to customize it. This may not be answerable by anyone here but I thought I'd throw it out there.
Thanks!
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