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When an end-user submits a ticket or anytime an update is sent to the end-user, they receive an automatic email with a link to the ticket number. The link to the ticket takes them to the self-service portal instead of the ticket specifically. Whereas if an administrator user clicks on the link, they are directed to the ticket itself.Is there a way we can change the link for end-users to be directed to tickets for the notifications to be user-friendly?
Hello all,Thank you for joining us at SMART’22!The last two days, together with hundreds of IT enthusiasts from around the globe, were empowering and energizing!The agenda was full of inspiring content and it was a true honor to host so many subject matter experts, together with industry key opinion leaders, on the SMART stage.Your journey to becoming a leader in the Digital Employee Experience has begun!And we're still replaying in our minds the keynote by Matthew Luhn, Top Creativity Keynote Speaker, Director, Former Lead Storyteller, and Animator at Pixar Studios!Your feedback means the world to us. Please take a few minutes to complete this short survey. Hila & the SysAid SMART team
Do disabled administrators still consume a license?We have a number of administrators that have left the company. I would like to reallocate their licenses to new admins, but I don’t want to transfer all tickets over to the new admins. Its useful for us to see the history of a user and which administrator assisted them in the past, even if the admin no longer works for us.I have set the old admins to Disabled, but licenses still show as allocated.What is the best way forward?Should I convert the old admins to users, and can I do so without losing the history of tickets they were assigned to? Can I just add new admins and accept that the system knows disabled admins aren’t actually licensed agents?
Please share any information you have on the “Update CI relations” function under Settings> CMDB> Import System Items.What exactly is updated?Does it look at the software on a laptop and connect it with the software product in the CMDB?Is this update run automatically, like the Asset Import/Delete function, or does it have to be run manually?Thanks for any information you can provide.Heidi
Under Assets the Tab Maintenance there is a default field called Last Maintenance. How can a organization utilize this field to notify the admin if the last Maintenance has been over 30 days for example. We want to implement a process were the Asset is maintained and remind the admin to maintain.
Dear Sysmate, What is the best minimum MySQL version for SysAid 22.1.65 On-Premise installation? Since the minimum on the web is 5.6 and 5.7, I’m aware on the new version is different than what it is really required. Because my MySQL version is 5.7 and I have problem with version 22.1.65 while querying assets list, online users, incidents.Thanks and regards,Asadulloh
We used the notes facility to have an easy method to see status/ updates on a service request. But with the new Self-Service portal our end users are not able to see these notes anymore. They can only add one..is there a trick to show Notes for the end user?
Hello, I’ve updated some Data Population settings in a few Tasks and now when trying to submit a ticket in any category in the Self-Service Portal, it boots me back to the self service portal homepage and the browser console shows some errors each time. It’s always the same error.I really don’t think this was due to anything I did. It looks to be an error on the backend and something that probably shouldn’t happen when I’m just editing records through the admin portal.
Hi - I don’t know if any of you can help?I use Sysaid at here at my company - we have recently been taken over by another company and now form part of a group (2 Companies).I have joined the domains as part of a forest with a two way trust relationship - is there a way I can use Sysaid to interrogate and manage the other domain? Many thanksGav
Hi All, We have the on-prem platform, build v21.4.45 b17. SysAid is overwhelmed with different request and incident templates. I am not able to find the settings where I can set a default template on the Self Service Portal. Can you please assist with this?CheersS
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.
We have an issue with filtering/searching SRs trough REST API. I tried with both search and filters, but documentation is not as clear as it can be (some examples would be helpful). Please see pictures bellow:
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