Hello there,On a request service record, we have the “Email Messages” field that contains messages received directly from our end-users. Below its just called the “Messages” section. SR Fields - SR Form - Introduction (sysaid.com)Is it possible to delete messages from this section? As in some cases we had end-users responding directly to tickets which includes screenshots containing sensitive information.
Hi there,I just wanted to ask, if it is possible to add/subtract to a float field using the action builder on escalation rules.If I’m using the “Reset Escalation Level” option for the “Escalation level” to cause the rule is re-run if the criteria is met, but I want to restrict the amount of re-runs of the escalation rule WITHOUT having to build an escalation rule X amount of times to check + set the field each time.For example, A single escalation rule that adds +1 to a reminder-no field and the criteria of the same rule will only run when the reminder-no field is between 1-5 etc. Is this possible?
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.
We are on-prem. No one can authenticate with their AD account, but pressing f11 will take you to the ssp logged in. So this work around is helping users create tickets. This also helps me as an admin get logged into the helpdesk. Though this may work it is not ideal.When logging into the helpdesk with ad account and password I receive “Incorrect login information.Letters must be typed in the correct case.Please make sure the Caps Lock key is disabled.”My account is not locked in AD and I’ve tried logging in using Chrome, Firefox, and Edge.When I use the domain\username I get “Wrong captcha”. We never used domain before - but figured I’d give it a go anyway.We did change to ldaps. Though I can’t remember if this problem happened before or after we changed this.Any ideas or more information I can provide?
Sysaid Australia not working
Hi everyoneI’m facing an issue about job of upgrade agent version. Like attached, I have a lot of version of agent and I’m not able to upgrade them.I’ve done a automatic job for to do this and does not working.My current sysaid version is v24.3.30 b38 (Cloud) and I haven’t a Local RDS.Somebody has any way to solve this?
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🔥 SysAid Product Updates Are Here! 🔥In this edition, we’re excited to share something the community has been eagerly waiting for: 26 new integrations to enhance your IT operations.Curious about what’s new?🔗 Read the full newsletter for all the latest updates.https://www.sysaid.com/company/newsletter
Welcome to this edition of SysAid Product Updates. We’re excited to bring you something the community has been eagerly awaiting: 26 new integrations! 26 New Add-Ons Now AvailableWe are pleased to announce that SysAid has expanded its capabilities with 26 new integrations. These additions include seamless connections with your favorite tools designed to enhance your workflows and improve operational efficiency.Learn more Data Pool SegregationAgents can now configure which of SysAid Copilot’s chatbots have access to specific datasets, providing greater control and privacy. SysAid Copilot ensures the right people access the right information, with defined data permissions keeping sensitive tickets securely restricted to authorized individuals.Learn more Image Analysis from AI Emailbot End users can now upload screenshots of errors or photos of faulty products directly through the AI Emailbot, as well as via AI Chatbot or Microsoft Teams. The Image Analysis tool quickly delivers actiona
We recently changed hosting company and went with Siteground, we imported all the files and edited the config file to include the new db credentials, we also imported the PHP database with the correct pre-fix, yet we are getting a PHP file display when we go to this link for example: support.mydocumentshredding.com/index.php?a=add Can you please help us pinpoint the cause of this?
SysAid Edition / PackagePro Plus EditionBuild Numberv23.3.35 b4 Hi, I have for years a simple escalation rule that set tickets with status Ready to Closed six days after last modifikation date. It works for most of it, but not for some. Cant see a difference. The oldest SRs which are not working are from early 2022. We have tickets back to 2009. There is no filter other than status ready: Can I manually test the Rule when I change something? Is it a bug?
sysaid_1 | Initializing log4j with: /SysAid/apache-tomcat/webapps/ROOT//WEB-INF/log4j2.xmlsysaid_1 | library initialization failed - unable to allocate file descriptor table - out of memory/SysAid/SysAid_container_init.sh: line 210: 32 Aborted (core dumped) $JAVA_BIN -cp ${CP} com.ilient.server.CheckConf "$SYSAID_HOME" "$SYSAID_HOME/WEB-INF/logs/initdb.log" "com.mysql.cj.jdbc.Driver" "jdbc:mysql://$DBHOST/$DBNAME?characterEncoding=utf8&useSSL=false&serverTimezone=$DBTIMEZONE" "$DBUSER" "$DBPASS" "mysql" $UNICODE
I have been receiving reports that some users are receiving the message when trying to sign into sysaid that their user does not exists in the sysaid database. Currently LDAP is set correctly, no changes prior to users receiving the message. We have enough spots for new users to be added. And not sure if it is related but while in the user list I can see that they are active, when I select them to be disabled their status does not change. Can someone point me in the right direction to try to troubleshoot further?
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