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  • 95 Posts
  • 217 Replies

95 Posts

C
Active talker
Colin BodkinActive talker
asked in Ask A Question

Can you have different priority matrix for incident and request service records?

Our priority matrix has various combinations of Impacts and Urgencies that define our Priorities.  One of our Urgencies is “No Current Impact” which can be chosen for both incident and request service records.  In our environment, we do not consider something an incident unless there is some impact and we want to prevent staff from setting Urgency for incident service records to “No Current Impact”.  Is there a way to remove the “No Current Impact” selection for Urgency on just incident service records?

3
C
Active talker
17 hours ago
N
NovaNew SysMate
asked in Ask A Question

New Tickets notification on the Platform

I would like to implement a notification option for my team when new tickets are assigned to the admin group or to the individual on the platform rather than in the emails to prevent email clutter and more efficient alert/notification but I am not seeing that option being available.

3
N
11 days ago
M
miraldhNew SysMate
asked in Ask A Question

Type of Administrators

Hi, I am looking to find definition of different type of Administrators in SysAid, The terms are:Assigned AdministratorAssigned group membersResponsible AdministratorProcess Manager Thankyou

2
simonamirza
SysAider
18 days ago
M
Community Enthusiast
manuel.mendez
asked in Ask A Question

Admin Email Notifications

Hi,When an admin replies to a ticket why does the Admin Group get the message also?Email notifications are off in the Groups, so I don’t understand why we are seeing these messages.

2
simonamirza
SysAider
1 month ago
M
miardeNew SysMate
asked in Ask A Question

Multiple-Selection not working when filtering by column header in "All Tickets" queue

When trying to filter the “Admin Group” column from the “All” tickets view with a multiple-selection, nothing happens when the “multiple selection” link is clicked - no checkboxes appear to be able to select multiple options.  If I change to the Incidents, Requests, or Changes view, multiple-selection works fine.  Where should I look to correct this issue?  Thanks 

2
M
1 month ago
S
SSousaNew SysMate
asked in Ask A Question

My Calendar

Is it possible to have visible in My Calendar the incedents, requests, changes or problems tha are assigned to the user?

1
SysAid Copilot
SysAider
1 month ago
J
JordanNew SysMate
asked in Ask A Question

Implementing a Distributed System with SysAid for IT, Clients, and Other Departments

Hello everyone,I am working on implementing a distributed system based on SysAid with three separate instances: one for the IT department, another for clients, and a third for other departments.My goal is to ensure the best possible integration between these instances, enabling efficient data flow either through email or specific addons.Additionally, it is important that each department has permissions limited to their own instance, and that each instance and license has its own database, although they can be managed by the same database server.Here are some of my specific questions:Data Integration: What are the best practices for configuring the data exchange between these SysAid instances? Which integration methods (email, addons, etc.) would you recommend to ensure efficient data flow? Permission Management: How can I effectively restrict access permissions so that each department can only access their own instance? What configurations in SysAid and the database server are necessar

1
SysAid Copilot
SysAider
1 month ago
A
Community Enthusiast
adam.savilleCommunity Enthusiast
asked in Ask A Question

Marking users as VIPs

I am looking for a way to be able to highlight when a user logging a ticket either via portal of telephone is a VIP level user.So when an analyst start filling out an incident ticket for example and select the user as User X, the ticket somehow displays a tag or marker or something to say they are a VIP.Is this possible?

4
BiancaVatrici
SysAider
1 month ago
J
JDHester2000New SysMate
asked in Ask A Question

"Incorrect string" When users reply from iphone.

When users reply to tickets via their iPhones, the message comes through via email, but the ticket shows this error. Subject:   Error: SysAid was unable to process the content of the email. Please check the user's email and encoding.  Body:   Incorrect string value: '\xEF\xBF\xBD\xEF\xBF\xBD...' for column 'msg_body' at row 1 

3
J
1 month ago
R
rpastoresNew SysMate
asked in Ask A Question

Our request to get a copy of our invoice renewal recently?

Hello everyone,May I ask, how can we be able to get a copy of our renewal invoice?We did renew our subscription recently but we haven’t received an invoice?Thank You.Raymond.

2
BiancaVatrici
SysAider
2 months ago
E
ewo-itNew SysMate
asked in Ask A Question

Search has a strange behaviour in case of 0 (zero) values

when i use the search in asset-list the character 0 (zero) is used as a wildcard.We have version v23.3.38 b13 in place. 

2
BiancaVatrici
SysAider
2 months ago
J
Community Enthusiast
jherronCommunity Enthusiast
asked in Ask A Question

Activity Time Within SR Records

Hello, My team is currently trying to track all tickets as efficiently as possible.We are looking to time track as many tickets as possible in order to have accurate data and to decide if more/less resources are required to handle the amount of work we receive.We have began utilizing the Activity Time section within SR Records (Click on ticket > Select History or Messages > Scroll Down). While this is a good way to manually add time, it does beg the question… is it possible to make this a required field within our system? If so, can anyone please provide any guidance.I appreciate any and all of your time! Jon

2
dragos.baciu
SysAider
2 months ago
A
aphillipsNew SysMate
asked in Ask A Question

Inventory is sometimes not pulling information

When I install the new SysAid agent, it will randomly not pull inventory information. The CPU, MEMORY, NETWORK, SERIAL, and MODEL are missing. When I click on update now, it will pull CPU, MEMORY, NETWORK, and some other options but the serial and model will be blank. The laptop is W11 23H2 and agent on device is 23.4.10.34I have the update asset data and upgrade agents version to repeat every day.

1
iulian.olaru
SysAider
4 months ago
O
OldTimerNew SysMate
asked in Ask A Question

Finding the source of a service request

I need to extract SR records from sysaid to do some external reporting this includes the total calls logged directly by customers via email and the total logged by my colleagues when speaking to customers on the phone (and potentially via chat or portal in the future).I can see subtle differences in the Audit section but cannot see how to report on these fields.How do I export the audit section of the SR?ORIs there an easier way to do it?

2
O
5 months ago
A
amatthewsbskNew SysMate
asked in Ask A Question

In the admin notification emails, can you add the source of the ticket?

In my organization, many of our users just email us or call us.  When they do email us, it creates a ticket and we get an email or if someone else makes a ticket we get an email for it.  We want to start pushing the Self-Service Portal more so that our users who maybe don’t have company email on their phones or home PC’s could still enter in tickets.  Is there a way to add the source of the ticket to the admin emails?

1
S
Community Enthusiast
5 months ago
N
Nikolaos TzanavarisNew SysMate
asked in Ask A Question

Two users are unable to log in to SysAid using SAML.

We have a hybrid AD environment and are currently using LDAP sync to log users into SysAid.Generally, when a user is already logged in to Office 365, they will also be automatically logged into SysAid when they open our SysAid URL.We have two users that are unable to log in to Sysaid by browsing to our SysAid URL.Instead, they are confronted with the SysAid login page and none of their credentials appear to work.Even when they are logged into office, they will still be confronted with the SysAid login screen.I could really use some help in figuring out why these two users in particular are having an issue.

1
simonamirza
SysAider
5 months ago
E
Community Enthusiast
eluizCommunity Enthusiast
asked in Ask A Question

Loop Error When Trying to Update an SR Field via Workflow

I've encountered a loop error while attempting to update a Service Request (SR) field using a workflow. Here's the scenario:I've set up a workflow where, in one step, I populate data from the SR to a Local Action Item. The configuration is as follows:SR | Last Present Data -> Last Present Data | Overwrite if not Completed | Action Item Activated.This setup works perfectly fine. However, I now need my staff to be able to update this field, and for those changes to populate back to the SR. I attempted to implement the following configuration, but it resulted in a loop error:SR | Last Present Data <- Last Present Data | Overwrite | Action Item Completed. How can I successfully update this field without encountering a loop error?

3
E
Community Enthusiast
5 months ago
G
Community Enthusiast
GaryBennettCommunity Enthusiast
asked in Ask A Question

How do I get separator lines in PDF reports

I am creating a report on incidents. When I view a report on the screen there are neat grey lines separating each record, nice, but the Title doesn’t word wrap. I want a PDF, so I run the report. Now I have the Title word wrapping, great, but there are no lines separating records, nor blank space doing the same job. This means the Title field looks like one continuous piece of text all the way down the report and is very hard to read.Does anyone have a solution that isn’t exporting as XLSX or CSV and doing it yourself? Am I missing something? Thanks

2
G
Community Enthusiast
5 months ago
L
Community Enthusiast
LeeRLSDCommunity Enthusiast
asked in Ask A Question

Incoming HTML Emails say "Content not available"

So whenever we get an email into our helpdesk that is sent as HTML only (i.e. from my wife’s iPhone or from our School Information System) we don’t get anything in the description field except “Content not available”.The issue we have is we are trying to setup automatic notifications to the helpdesk when new students are registered so having to go look into the email system to see what the body of the email is can be a bit annoying.

2
L
Community Enthusiast
6 months ago
hehat007
hehat007New SysMate
asked in Ask A Question

HESK version - 3.4.3

We have the following version set up for our business as a test.  The HESK app works very well.·  HESK version - 3.4.3·  HESK license - FREE·  PHP version - 8.1.27 (MySQLi)·  MySQL version - 10.5.23-MariaDB-1:10.5.23+maria~deb10 However, we have an issue with the timezone.When creating new tickets, the HESK system captures them with the incorrect timezone.Any idea how to fix this?  Our timezone is Africa/JohannesburgWe have the following version set up for our business as a test.  The HESK app works very well.·  HESK version - 3.4.3·  HESK license - FREE·  PHP version - 8.1.27 (MySQLi)·  MySQL version - 10.5.23-MariaDB-1:10.5.23+maria~deb10 However, we have an issue with the timezone.When creating new tickets, the HESK system captures them with the incorrect timezone.Any idea how to fix this?  Our time Zone is Africa/Johannesburg

2
hehat007
6 months ago
J
Active talker
Joel_JoseActive talker
asked in Ask A Question

When will the Smart 2023 Videos be available online - especially the workshops

Hi I needed the workshop Videos of Smart 2023.Could you please make it available , it would helpful !

1
S
SysAider
8 months ago
A
Community Enthusiast
andrewmCommunity Enthusiast
asked in Ask A Question

Removing/making not visible Tabs in the Subtype (Microsoft Teams)

Hi, All this my first post here. I’m trying to make the Microsoft teams tab in the subtype not Visible and it not letting me like the others. (Below is the message it gives me).I tried adding it to a group, Tried unticking the check box, tried creating a fresh new subtype. Tried Chrome, firefox and Edge browser. I need to do this because when adding workflow tabs it puts it ahead of these default tabs(History,related items, Microsoft teams) instead of putting it in front of the Approve workflow tab. Any help or work around will be appreciated thank you. 

2
Gus
SysAider
8 months ago
S
SoumyaLingareddyNew SysMate
asked in Ask A Question

CVE-2023-47246 Vulnerability - Does it affect SysAid agents?

We have SysAid Agent installed, but nothing showing the on-prem server component. Is the SysAid agent impacted by the recent CVE-2023-47246?

1
A
8 months ago
P
ProdMonNew SysMate
asked in Ask A Question

Disable Delete Button to prevent deleting incidents and/or users

Hi team! We’d like to know if it’s possible to disable the Delete button even to administrator users. So far the only way we’ve found is by unchecking the administrator permission which leave us with administrators that cannot create or modify users, can’t create categories, etc. Thank you.

3
A
8 months ago
E
ElizabethMNew SysMate
asked in Ask A Question

Project progress calculation

The progress calculation is not calculating at all, even when you have half of the tasks completed. It is greyed out you can’t even change the progress percentage manually. 

1
AlexanderChr
SysAider
8 months ago

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