New AI Service Desk Feature Roll-Out, Talk to Us!
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?
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 👇
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
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 !
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.
Is there a way to have SysAid automatically change the Incident/Request status when a tech uses the Send Message on a ticket? Ideally we'd like to have the status displayed on the Send Message form so it can show the default or tech can select a different status.
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.
Did you catch the news? Gmail announced it will no longer support SMTP protocol for free accounts and is expecting to roll this out for paid accounts at a later date. Now’s a great time to get ahead of this and make the transition to the more secure and updated protocol of OAuth 2.0.Setup of the new email integration is simple: 1. In SysAid, go to: Settings > Integration > Email.2. Click the Create New button, and follow the instructions in this Google Email Integration with OAuth 2.0 Guide.3. Test and verify the new integration: Send manual email, reply from tickets and take actions that trigger automatic notification.To disable the SMTP integration [see screenshot below]:In SysAid, go to: Settings > Integration [1] > Email [2].1. Choose the SMTP integration list item and uncheck:2. Select the Outgoing Email tab [3]3. Uncheck Enable outgoing email4. Click Apply [5].5. Select the Incoming Email tab [4]6. Uncheck Enable incoming email7. Click Apply [5].Act today and avoid th
Hello Support, We created a new user account a few weeks ago, however the user has yet to sync from LDAP to SysAid. The user is in the correct OU, and the Sysaid integration portal has established a connection. We've set the Sync setting to run every day. Please advise. thank you,
Great news! With the new Cloud release v.22.3.20, which is being rolled out from July 17-24, the AI Service Desk (with Microsoft Teams) got a terrific upgrade. Now employees can create tickets in Microsoft Teams and classify them in just a few seconds – adding urgency, categories, and additional info. Tickets are routed to the right department or person without the need for an admin to manually review and classify them. SLAs are not missed and tickets are resolved faster! It’s a win-win for both employees and admins alike 💪 Interested in trying out AI Service Desk?Talk to one of our service automation consultants – book a meeting at a time that suits you.If you have any questions, please do not hesitate to reach out to me too 😊Cheers,Dena
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?
TeamViewer Embedded, SysAid Agent.Does the sysaid agent have to be installed for teamviewer embedded to work? Also has anyone seen instances where teamviewer wont stay enabled on an asset thus not letting you use it to remote in?
we are trying to set up our sysaid tickets with weights and was wondering if anyone out there had any ideas that work for them or access to some kind of best practices etc
I’m trying to edit a Request Template, and when you create a new request subtype and view the template it creates, the tab order isRequest Details; Approve (Workflow tab); Close; History; Related ItemsBut if I want a different workflow tab to replace Approve, is there a way to do that? When I add one, it just gets added to the end of the list. I recognize if I want to rearrange workflow tabs with other workflow tabs, I can do that, but that isn’t what I’m trying to do. Thanks!
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