If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?
We have some tickets that are determined not applicable to the SLA. Is there a way to have the system not report them in the SLA counts? A ticket level override? Now I manually adjust reports.
On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through. We need to ask clients set of questions (yes/no) to accomplish this. thank you.
We are looking to add a prompt when an admin closes a ticket. The prompt would ask them to verify that they have completed a closing audit and add final notes. Does SysAid have functionality on incident forms to display prompts based on status?
Hi all, we have working email integration set up, what we want to happen is have the full contents of the original source email emailed back to the user within the body of our auto email reply which gives them the ticket number etc.. The entirety of the email is not being pulled in to the description field which we have a part of the auto email out. ie:Title: ${Title}Description: ${Description}Category: ${Category}Sub Category: ${SubCategory} is there a ${sourceemail} or something similar for that field i can simply populate into our notification template? we have checked there is no restrictions in place on the incoming email which would strip any data or signature etc but for some reason this element of the source email is not being populated in the description field any more. so i need some guidance on getting the full details from the source email back into the decription ( which i think may be a current bug with sysaid) Or find a way to use the source email field into my auto
Hi all, we are just getting started with Sysaid implementation and it has been a bumpy road, nevertheless I have installed RDS on one of our servers, followed the documentation, however in sysaid portal, I only see one RDS node which is sysaid server. i am not sure if that is how it should be or not, but i have no option to add new one. if I go to do any sort of WMI or SNMP scan, I also cannot choose RDS nor Domain, which makes me think there might be a step that i have missed after installing the RDS. PS: I have assigned credentials to RDS , I have no way of confirming whether it is working or not. I would appreciate any help on this one.
Can someone explain in more detail how the Out of Office works? Apologies if this seems like an obvious question. I’ve set up the Out of Office on my account and have selected another Administrator but upon manually assigning a test ticket to me, it’s still sent to me and sits in my queue.Many thanks,Mel S
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Does SysAid allow us to add the Chatbot button on different screens? We would like to add on Admin Portal, Knowledgebase view (Self Service and Admin) Thank you.
As the title says - when closing an incident, the page lingers on the closed incident page, instead of returning to the incident list. In previous versions of Sysaid, when you closed a ticket, you were instantly brought back to the list of incidents. Now, the page just idles on the closed ticket page. You have to manually browse back to the incidents list. We would like to restore this behavior to the previous setting where it returns you to the incident list.
Hello,Does SysAid allow for a notification configuration to notify a user (not admin group or admin or requesting user) when an action step is assigned to them and needs to be completed? Thank you
Can I remove a survey response from a report? One of our support colleagues input a test response and they wanted to see where it was recorded. It is now appearing on the ‘Satisfaction Level by Administrator’ report and I’d like to remove it before I distribute a copy of this report to the rest of the team.Many thanks.
When updating a ticket, or trying to save changes, the system doesn’t apply the changes, and says that someone else is in the ticket, even when creating a new one. This just started happening today. Anyone else see this issue? Thanks.
Hi Everyone,I have a doubt about process of upgrade of agent sysaid version.This is my case.I have 2 groups of assets like below.Desktop - 500 assetsLaptop - 600 assets.Could I schedule only one job to upgrade all this assets? Whats the better way to do this?
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