Help Desk

General settings, Email integration, Data management, Incident Management, templates, categories, SLA/SLM, Timers, Subtypes, Password services,

  • 275 Posts
  • 788 Replies

275 Posts

J
johnmNew SysMate
posted in Help Desk

Cloud , constant spinng " A" logo and "please wait " on helpdesk view

Just wondering if others are getting a spinning “please wait “  frequently ( and I mean 80% of the time at least ) on the cloud version. In our case we wish to look at open tickets and our list is usually 40 - 60 tickets./ It makes the view unusable My workaround is to go to Analytics .. Matrix and get to open or unassigned from there ( or use the mobile app.)  I reported this to support but aside from advising the old possibility that we techies use when we have no real solution ( it could be antivirus ) it got nowhere  I have replicated on several devices : win 10 and 11 ,some with sophos , some with MS Defender and on ChromeOS 

7
J
9 months ago
S
seanickNew SysMate
posted in Help Desk

Possible to Merge Tickets?

I often have more than one person record a ticket on a particular issue. It would be helpful if I could, in one swoop, merge the tickets and add the additional submitters (people) as CCs to the original/merged into record. Is this possible or possible to add as a feature request?

23
T
9 months ago
E
Elephant 33New SysMate
asked in Help Desk

Passing a SR Value in a Workflow when comming in as an email?

We are working on a workflow that is supposed to be triggered by an email coming in, we use an email rule to select our Workflow template. We are wanting to pass Title to the next tab of the work flow but when the email subject link goes into the title of the SR, but it doesn’t pass.  However,  if we trigger the workflow from the sysaid Self-Service Portal it does pass, we are wondering if we are missing a step to get it to work from an email? 

2
alin.lupascu
SysAider
9 months ago
J
Jarrett TropicanaNew SysMate
posted in Help Desk

Can't Preview PDF with new attachment pop-up

I don't know if it's a bug or just designed this way, but when a user attaches a PDF to a ticket, and you click on it to preview it with the new update, you just shows the name of the document and you have to download it to preview the attachment. Is this by design that you can't preview PDFs?

9
A
9 months ago
T
tien40New SysMate
asked in Help Desk

Automation for Specific Fields

Hello everyone! Just started a job that uses SysAid for our Help Desk and currently, I’m in the process of backdating and closing out a ton of requests by assigning categories, inputting solutions, etc. Just wondering if anyone had success automating this process on Python (or something similar) using SysAids REST API and if so, would be willing to provide tips or pointers on how to get started. Thank you!

2
T
9 months ago
D
DroneNew SysMate
posted in Help Desk

Enable Custom or Personalized Views

How do I enable the creation of custom views? It is an option when logged in as the Supervisor, but not for me as an Administrator.

4
jorgiani
SysAider
9 months ago
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
posted in Help Desk

Escalation Rules notification Custom Field

Good afternoon, I wish to use Escalation Rules to send notifications to the end user and also the defined user in DB field ‘sr_cust_test_listtt’.  I checked the option ‘Notify these custom user(s) (DB field name only)’ and entered ‘sr_cust_test_listtt’ into the box but this doesn’t notify the person defined in that field in the service record. Is what I’m trying to do possible? If so, assistance getting this working would be appreciated. -Leon  

10
L
Community Enthusiast
9 months ago
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
asked in Help Desk

Email Rules - Change request users

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE >    Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

1
C
SysAider
9 months ago
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk

How do you edit the "Send Message" field to match Notification templates?

The issue:When a Helpdesk analyst sends the requester a message from within SysAid - they don’t format the text in the box because they don’t have time. They just write a message and send.This results in a message that doesn’t look as professional as the end user notifications (which have custom tables and formatting), and because the “include SR details” is ticked by default, they forget to untick it. We end up with a message that looks like this:  Is it possible to set a template to appear when you click the ‘send message’ box, so that the helpdesk analyst doesn’t need to format text - but the message sent out matches the other notifications? I may be missing something in the documentation - apologies if so.I would like these messages to look similar to my end user notifications with the same formatting, but not repeat the details (can we set it so that include the details of the Service Record is unticked by default?) I would like as little ‘work’ for the helpdesk analyst as possibl

1
A
10 months ago
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Help Desk

Configure template for mobile sysaid.

Hi, I need to find out how to add fields to the template for mobile app. We have a location field that is shown on the web version but is missing on the mobile app. Thanks all!

1
A
10 months ago
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk

Using the end user portal in the cloud version

I have previously used an on premises version of SysAid where we used the end user portal instead of the self service portal. I now have a cloud instance and I can’t find the setting to switch to the end user portal. Is this available in the cloud version?

5
J
Community Enthusiast
10 months ago
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk

"Recently closed" list

In the self service portal, users can see their open tickets as well as “recently closed”. Does the “recently closed” list show all of their closed tickets, or only those closed in a given time frame (and what time frame)? I need users to be able to view all of their tickets regardless of when they were closed, but I can’t find anything in the settings or documentation on this.CheersJenny

2
J
Community Enthusiast
10 months ago
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk

Use of "cc" field in incidents

I support users who work shifts and need an easy way for them to communicate with their colleagues on the opposite shift to them. If I use the “cc” field in the incident form, does the cc’d user get copied in on all email notifications on the incident?

1
alin.lupascu
SysAider
10 months ago
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk

When linking child tickets, how can categories copy over?

We had a multi-user issue today, and when our tickets are raised, they come in with blank categories.Is there a way to force the child ticket to inherit the categories of the parent when you add the parent ID into the child ticket, when it has blank categories?It meant that our analysts had to manually update every category as well as the parentID today for 30+ tickets.

8
zoewalters
Active talker
10 months ago
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk

Request Templates - editing - how?

I’m trying to customise our Request templates but I am unable to move simple fields as the ‘Design Form’ isn’t available.I’d like to move the Notes field from the Close tab to the Request Details tab, for example - and remove some fields from the Request Details tabAm I missing something obvious? I can do this with an Incident template but not a Request.

1
alin.lupascu
SysAider
10 months ago
L
lshahidNew SysMate
asked in Help Desk

Request Templates

I am trying to create a custom request template with my own questions.  Is there a way to do this?  I don’t see a “custom” action item to add to the template.  Any help would be helpful.

3
L
10 months ago
S
stucolNew SysMate
asked in Help Desk

Archiving

We deal with Tickets that run over 2 years is there a way to extend the auto archive function to 2 or more years

1
S
SysAider
10 months ago
B
Community Enthusiast
BroderickCommunity Enthusiast
asked in Help Desk

Editing custom notification to include notes fields

Could someone provide the syntax for adding notes field in custom notifications? I have it set to send information for the solution but I need the notes to get added to the notifications as well   Thanks

3
S
SysAider
10 months ago
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
asked in Help Desk

Custom Fields in Emails

  When i use the following:${sr.getAddonFieldValue("CustomColumn34sr")}The output is 125.125 is the ‘Reference id’ of my profile. If I put someone else's name in the field, it shows their ID. How can I change this to show their name instead if their reference id? I have followed this:   “Hi Chris,Please try this instead and let me know if this works:$AccountObj.getCustValues("sr_cust_sbm_proj_code",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn5sr"))Cheers,Danny” so in my case, it will be:$AccountObj.getCustValues("sr_cust_test_listtt",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn34sr")) the ‘125’ is from ${sr.getAddonFieldValue("CustomColumn34sr")}    We are on cloud hosting.

3
L
Community Enthusiast
11 months ago
B
Community Enthusiast
bretyounCommunity Enthusiast
asked in Help Desk

Add a screenshot that is not visible to the end user

We have screenshots we need to capture as administrators that contain information that we do not want to share with the end user. Is this possible without disabling the attachments tab for the end user?

1
S
SysAider
1 year ago
T
tyoderNew SysMate
asked in Help Desk

SysAid will not keep me logged out

Our school district has a clinic run by a third party. I went over there to set them up on SysAid so they could put tickets in. I didn’t have their Google account set up when I was showing them how to use the system, so I logged into my account.I went back over today with the Google account created and tried to show them how to do it with their account, but I was still logged in. I went to log out, but it continues to log me back in. It goes to the “you have logged out” screen, but when I click on the “go to login” screen I am still logged in. I can not seem to get logged out and stay logged out.How do I log out and stay logged out? Any thoughts on what could be causing the issue?I have deleted cookies, signed out of and logged back into the computer, and, as I said, logged out of SysAid numerous times to no avail.The district uses Chrome and the third party uses Edge, so I am logged in over there in Edge.   

2
T
1 year ago
K
karl.pNew SysMate
posted in Help Desk

Unable to save subtypes

Hi all, my first post, just started creating a request workflow, I created a new subtype, which created a request template automatically. The problem i have is after editing the request template it created a duplicate when saved with #1 tag, which i deleted as i did not want duplicates, now the original template reverted to the default subtype (so i have deleted this also) and the original subtype now has no template. How do i create a template based on an existing subtype its not obvious ? or do i need to delete the subtype and recreate from scratch. This is a pain as i don't know why the template save created a duplicate template, which had also lost is workflows. I tried editing the subtype to recreate the linked template but my save option remains greyed out even if i make a change so i am unable to actually re save the subtype to try this method. Any suggestions would be appreciated. Thanks in advance.

3
D
1 year ago
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk

On the Incident/Request form, how can I align fields next to each other?

I find that adding fields when designing my incident or request template makes the template longer.I’d like to have the Impact and Urgency fields next to each other in the body of ‘general details’ tab, not on top of each other.Is this possible? It means there is a lot of wasted space in the template!Thanks.

1
jsidoti
Guru
1 year ago
T
tim.leethNew SysMate
asked in Help Desk

Approvals waiting on IT

Requests go through a two step approval, manager then IT.  We need an easy way to see what has been approved by the requester’s manager, but not yet approved by IT.  Filter, Report, etc.  Something we need to change in our process?

1
A
1 year ago
F
FKCallNew SysMate
asked in Help Desk

Showing more thank 1000 tickets

Hi,I am doing an upgrade from old version of HD and after installing On-Premise HD v18.xx I am unable to view more thank 1000 tickets.Is there a way to increase the number??If not how do I set my View Filter to show only the Last 1000 tickets??I will apreciate any tips.Filip

1
A
1 year ago

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