If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email. Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.
Has anyone successfully found a way to auto-populate the MacOS sysaid settings with the appropriate URL, ID, and Serial? I have this setup with the Windows MSI configuration, but would like to add this to my workflow for Mac onboarding as well. My workflow treats SysAid as one of many packages installed during onboarding, so I would much rather have this setup as opposed to the SysAid discovery server setup. That seems like another core service to maintain and therefore not the streamlined approach I would prefer.
I received the Patch Management Trial .xml via support. When I go to Settings\Intergation\MyApps and Upload license file, it states “unable to find FieldDescription for ‘sysAidActivationFields’ in ClassDescriptor of addonLicense.” Am I supposed to load trial licenses in a different location?
When attempting to submit an incident, I am getting this error message. “There was an error in the ticket submission”. Can anyone assist?
Hello guys!I need help to use Sysaid API.I import wdsl that has in Integration → Sysaid API, on Postman and the RAW I put{ "user_name":"name", "password":"********"} But I can’t POST, my method login is LDAP.I read the documentation but don’t appear friendly to me, anyone can help me?
Hi,Wondering if there’s a video that can walk me through IT asset management monitoring configuration.
My laptop is not powering on. Please advise on how I can create a work order ticket number to resolve.
Hi SysMates, The energy was electric at our recent webinar showcasing our powerful AI Chatbot within Microsoft Teams. Want to get your hands on Barclay Rae’s top 7 tips for implementing AI in your service experiences? Watch on-demand Here's what's in store for you:Top tricks from industry expert, Barclay Rae, on how to implement AI to enhance employee experience A deep dive into the strategic value of the Microsoft and SysAid partnership with our guest speaker, Swastik Das, Senior Product Manager at Microsoft Live product tour showcasing SysAid Copilot's AI Chatbot in action, seamlessly integrating with Microsoft Teams to boost user engagementYour SysAid Team
🔔Hi SysMates, Gear up for round one!We’re bringing the next BIG thing coming to AI in ITSM at SITS - The Service Desk & IT Support Show, and we're inviting you to step into the ring with SysAid Copilot.Get ready to put on your boxing gloves and knock IT out with next-gen ITSM. Plus, join our raffle for a chance to win an Oculus Quest VR headset at booth 525.We’ve got plenty of possibilities lined up for you to enjoy your time:Secure a meeting in our private VIP boardroom and enjoy a good face-to-face discussion over drinks with our experts. Mark your calendar and join us for after-show cocktails! The event will be hosted on April 17th at 5:00 PM at the Tapa Tapa Bar Excel, literally outside SITS. Be ready to present this invitation as your entrance pass.Drop by our booth. You’ll get to try out our AI-powered SysAid Copilot and be the first to see our latest groundbreaking features revealed at the show!It’s going to be a knockout!Your SysAid Team
I wanted to check how effective is our new hire template, and also how the each process is setup
I wanted to know how can I create child ticket , this would beneficial for new hire creation process
how do I merge a ticket?
Our malware scanner detected malware in your software that we want to bring to your attention in help of a resolution: Filename: /public_html/support/inc/common.inc.php File Type: Not a core, theme, or plugin file from wordpress.org. Details: This file appears to be installed or modified by a hacker to perform malicious activity. If you know about this file you can choose to ignore it to exclude it from future scans. The matched text in this file is: $id = $id[0].$id[1].$id[2]. The issue type is: Backdoor:PHP/StringsConcat.13658 Description: Obfuscated concatenated strings
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