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#random, I don't know where is the right place, just ask the question here :)

  • 105 Posts
  • 235 Replies
105 Posts
M
mailwardenNew SysMate
asked in Ask A Question
Stop generating reply tickets.

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.

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M
2 days ago
K
k4endaNew SysMate
asked in Ask A Question
Trying to upgrade SysAid into Docker

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

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C
SysAider
14 days ago
B
BrianNew SysMate
asked in Ask A Question
User does not exists in Sysaid Database

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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simonamirza
SysAider
16 days ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Ask A Question
Language Setting - AI

Hello,I have my Setting set up as French as my language.  When I ask a question in French, the AI replies in French.  The UI has the labels in French.   However the welcome message in AI is in english. When ticket is submited, language is in submitted language.  Admins can not translate - without using web.  Is SysAid supposed to translate for the Admin?   Secondly, when admin responds, the response to client is in English.  

1
gabriel.lupu
SysAider
17 days ago
T
teekay13New SysMate
asked in Ask A Question
Auto Email Response to end user

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

2
T
1 month ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Ask A Question
Chatbot Prompts

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.

3
iulian.olaru
SysAider
1 month ago
G
Community Enthusiast
ggomezCommunity Enthusiast
asked in Ask A Question
Action Step Assigned User Notification

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

3
L
SysAider
1 month ago
M
MSJNew SysMate
asked in Ask A Question
Tickets won't update or save

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.

2
iulian.olaru
SysAider
1 month ago
M
MatthewBNew SysMate
asked in Ask A Question
Ticket Source Manual Set Status

Hi there, I was wondering if its possible to allow the ticket source option to be edited/manually set by administrators. We have a phone system that we will not be able to integrate into, but would still like a way to track tickets that are generated from phone calls. 

2
M
2 months ago
M
MatthewBNew SysMate
asked in Ask A Question
Auto Create Ticket Based on Date Field

Hi there, I was wondering if anyone else has a setup where you can create another ticket based on a custom date field from a primary ticket. For example, we will create tickets to temporarily configure systems in a certain way but require a follow up ticket or notification to remind us to revert the changes that we have made when a date has been reached. 

2
iulian.olaru
SysAider
2 months ago
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
2 months 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
2 months 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
2 months 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
3 months 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
3 months 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
3 months 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
3 months 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
3 months 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
4 months 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
4 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
4 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
4 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
6 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
7 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
7 months ago

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