New AI Service Desk Feature Roll-Out, Talk to Us!
Sometime it feels like it’s you against the world? The pour of tickets? The avalanche of issues to handle immediately?Well you don’t have to be alone in this there are many SysMates here waiting to get to know you, talk shop, share collaborate and elevate your game. Together. Let’s take the first step, tell us a bit about you, In the comments :)
Bonjour serait-il possible de savoir quels droits donner pour avoir accès a ceci merci
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
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
Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.
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 !
Hi I have searched the forum but could not find an answer to this.... I wish to allow a support call to be created from only selected (around 2) email addresses. I am sick of lazy users just sending an email meaning we have to set the categories etc... ourselves instead of logging a call correctly. I cannot block totally though this as certain people (CEO, Owner etc...) are allowed to be lazy 😉 Can I do this? I would also like an auto reply to let them know a support call has NOT been created if poss. Cheers
Is there any way to block .MSG attachments from tickets? We have certain end users who regularly attach emails with potentially malicious links and attachments to tickets wanting us to analyze them or help with opening the attachments. I don't want technicians to accidentally open an attachment thinking they're helping the end user and end up infecting us themselves.
Sysaid has a professional services team to handle on premise upgrades, but for those of us who don't have the budget for a cloud implementation, or to contract PS it would be nice if the upgrade documentation was up to date and linked to the "Latest Release" page so that Admins could click on it and sign in with their sysaid accounts to get it.https://www.sysaid.com/product/on-premise/latest-releaseThe upgrade instructions I was able to find are mostly okay, (despite the old version #s, and the old version of Apache):https://community.sysaid.com/Sysforums/posts/list/6581.pageHowever, they don't mention that if you use apache you may want to save the: C:\Program Files\SysAidServer\tomcat\conf\server.xml and overwrite it after the install to avoid having your chosen ports blown away. Likewise the install instructions should link to the latest version of apache since Sysaid doesn't officially support IIS. I had upgraded to 19.4 and our sites went down because our apache was old.
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
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?
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.
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