New AI Service Desk Feature Roll-Out, Talk to Us!
Hi All, A new cloud release is here with some goodies on several fronts, let’s see what we have here: Making it Easier to Adopt AI Service DeskFor accounts that are happily using a different user repository and must enable Azure for the AI Service Desk, we created a new option to define Azure as a secondary repository. For example, this enables LDAP and Azure User Repositories to work side-by-side.The 'Azure-secondary' mode allows customers to easily setup the AI Service Desk. They can activate the pre-requisite Azure integration without leaving behind their existing groups, filters, sign-in, and password services. Learn more here At least 8 accounts had this on their wish list and now it’s here! 🙌🏼 Query Builder: Low-code Configurability of Date FiltersInstead of having to choose start and end dates, admins can now choose from a simple dropdown list of pre-defined time periods in the query builder. This is available on list filters related to all entities across SysAid. This sav
Our SysAid server was recently configured to use https, and this required using the FQDN in the URL to access the site. However, the ${LinkToAttachments} variable in the Admin Notification emails still uses the hostname only in the URL. When the link is clicked, the admin gets a 404 page due to the link not being the FQDN. Is there a way to change the ${LinkToAttachments} variable to return the FQDN instead of the hostname only?Example:helpdesk:80/linktoattachment VS. https://helpdesk.domain.com/linktoattachment
Hello, I have an API connection that has recently stopped working. My company has also recently rolled out SSO authentication to sysaid so I’d strongly imagine that the reason.Do you know what changes I need to get back online with the API connection?Keith
We have been using SysAid version v22.3.20 b27.Sometime ago we realized we were not receiving emails on new SRs.Received an on screen prompt stating that there are consecutive failures on the incoming integration account. Have enable back the email integration and tested the incoming and outgoing email settings.Which is successful but still no email alerts on new SRs arrival.Is there something that we can do to fix this issue.Thank You !
Hello folks, I need to know how to be able to customize the location field, in the default view. I need to be able to check from where to customize the “Filter Caption and Filter Expression”. Any help would be very appreciated. Regards, Gustavo M.
Hi, I'm trying to send a request to the Change End Point http://helpdesk:8080/api/v1/sr?type=change&templateID=1 and I am getting the following error back Status 400 - Message 'Failed to load service record template:5' I am able to successfully post a Request using the end point http://helpdesk:8080/api/v1/sr?type=request&templateID=12 Any ideas what is going wrong please?
We are so excited SysAid SMART is coming back, including our amazing SMART Awards! Award submissions are now open!You can nominate yourself, your team, a colleague submit your application for a SMART Award before August 22nd! Tell us who is the best: 🏆 Champions of Employee Experience 🏆 Pioneer in Service Automation 🏆 IT Hero of the YearSubmit IT here 👇
How do you setup email notifications once a person has put in a request. I have setup an email account to send and receive but it does not appear to show any emails from service requests.Thanks
Hello, back on the July 1st announcement email for the new community it was mentioned that content from the old community forums would migrate over, but I am not seeing any of the old threads/content I posted on or had ‘saved.’ Is there any way to access this still?
I am using Sysaid Cloud version. I want to setup a notification that delivers an email message to an Admin Group when a request is ‘closed’. (Request Completed)This admin group is not the assigned admin group, just a group of interested people who need to know when other requests are completed.Where would I do this? Is it in Workflow Notifications? I looked there but was not sure what to put on the Service Request Details screen regarding Request User. These notifications apply to all request users.Thanks for your attention
The self service portal is not user friendly i.e. there isn’t a status for an end user to see all “Active” tickets. They have to select all the relevant status as part of the criteria.
Currently, the views for All Tickets is different from the ones used in Incident, Request..etc. There needs to be a better ability to replicate the views created in All Tickets to other areas. The challenge with the current approach is while it allows for greater level of customization, it is painful having to recreate the same views in incidents, requests etc.
How do I get access to the Forum? I get the “Whoa”.
Is there a location where outgoing emails go into a queue before they get sent. If many emails get sent at once will the be put somewhere before going out?
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