How to assign action item to multiple user or a group? I created an Approval action item, I need to assign this action to multiple user or a group of people, how can I do it?
Hello,I have a business need to include messages, activities and notes in email notifications generated by sysaid. I’ve been looking at the notification template for “Email to end user regarding a service record” but would need to know the variable names used to access this data. I’m certain there must be some variables available, this is pretty standard service desk behavior. Any help is greatly appreciated. ...Brad
Hello everyone. Is anyone else having issues with responses from SysAid support? We have been sending them emails directly and trough the web site since July and we haven’t received a single response. Our account has expired and we aren’t able to get someone to enable it. Also someone from SysAid contacted us for new licence prices and when we asked about the account, no response about that. But of course the new licences were sent. Any suggestions how to get in touch with someone to enable our account? Even telephone calls didn’t work. Best regards!
Hi there, I have a general question, when it comes to customizing lists, is the “Valid for User Groups” only available for system/default lists? I’ve noticed that on the custom lists I create this option is not available?
What is the limit for knowledge base article attachments? I am trying to attach webinar videos and it cuts them off. I tried to attach as a zip and the end users can’t download. I know the answer is front of me, but I can’t figure it out.
🎉 We've got exciting news!SysAid has been awarded a 2025 Buyer's Choice Award from TrustRadius! As Allyson Havener, SVP of Marketing and Community at TrustRadius, put it, "This recognition highlights the powerful impact SysAid has had on its customers."We'd like to thank our amazing customers for their trust and for sharing their positive experiences.#SysAid #BuyersChoiceAward
I have created a problem ticket, and now want to link all the incident tickets to the problem ticket that are relevant. I have searched everywhere for a field that resembles Link, Related, Merge etc. and cannot find it anywhere as an option on any of our templates or forms. There’s no sign of any of these options within any ticket types either. I don’t understand why we can’t link tickets, or at least link incidents to problems out of the box with a help desk tool?!
Hello,We currenly use the latest on prem SysAid server version: v23.3.40 b5. Application server use Tomcat version 9.0.71,but we would like to upgrade this because of potential vulnerabilities. How can we do this? Is there any documentation which detail this process? Could anybody help me? Thanks,Steve
Dear support, Please provide me an email address where i can send an email about a security issue i have found in sysadi on-prem
Hi there,I’m trying to configure a last modified SLA but running into a slight issue with how it works. For example:When a incident service record has not been modified within the last 15 hours (in certain statuses) - Send a reminder to update the service record. If the administrator updates the service record following the reminder reset it. Following the reminder, if a further 5 hours passes without an administrator updating the service record, set the custom field ‘Last Modified SLA’ to be ‘Breached’. The issue I’m having is the ‘Escalation Agent User’ is resetting the last modified date every-time an escalation rule runs. I don’t believe I can use the ‘Reset Escalation Level’ because that would mean the SLA would never be breached due to the ‘Escalation Agent User’ setting the ‘Last Modify time’. Example:Reminder:Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Op
Hi Team, I noticed that when I’m replying for the email of a ticket through outlook, new tickets generate automatically for the existing tickets. Kindly provide feedback on this issue. Ex: Original ticket is #123456 and when replied to it #123457 Re: Urgent Tickets - 1542329 and next #123458 Re: Urgent Tickets - 1542329 are created.
Is SysAid able to generate its own Service Records on a scheduled basis? For example, members of our Service Desk team have set tasks that they deal with on a monthly basis and the idea is for SysAid to raise these as a SR and assign to the relevant user for review.
As part of our Custom Notifications we have a simple two-answer survey that is sent out to an end user when a SR is marked as completed. Currently this is what we’re using…#elseif( ${Status}=="Completed"Hi ${ReqUser.FirstName},Your ticket with a title of ${Title} has been completed with the following resolution - ${Resolution}To help us improve our services, we would love to hear about your experience with us.Did the Support colleague resolve your ticket to your satisfaction?I’d like to be able to tag onto this that I don’t want it to be sent to any of our assigned administrators/process managers. Our IT team tend to raise SR’s on behalf of other users and this means when they’re marked as completed, they receive the survey. Many thanks for any advice.
Hello,I’m struggling with action item call through the API.Based on the documentation : I tried the following API call on Postman: The “type” is not working (even copy past from the doc) and without the type I juste have a 500 internal error from the server. ids = my request ID Can someone help me with this ?
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