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  • 127 Posts
  • 276 Replies
127 Posts
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Ask A Question
Viewing full list of service requests (> 1000)

I am using SysAid Cloud and have just completed uploading approximately 1500 tickets from my old ticketing system.  It seems like I can’t view the full list in the Service Record List page as this is limited to 1000 requests. Is there somewhere else I can view all of our tickets without applying a filter? I will need to be able to search old tickets to find issues on a particular piece of data, and so filtering these will result in missing search results. 

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J
Community Enthusiast
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Russ BNew SysMate
asked in Ask A Question
Multiple SSO for Office 365 Tenants

I have three tenants currently and we would like to leverage our Sysaid for all three.  I see where I can add multiple tenants to the Azure sync add-in, but I do not see how to allow multiple tenants authentication via 365 SSO.  Do all users need a B2B guest account in the main tenant or is there a way to add the SSO multiple times for each tenant?

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Active talker
Colin BodkinActive talker
asked in Ask A Question
Hide or disable list items

I am looking for a way to hide or disable list items instead of deleting them.  This is in Settings>Customize>Lists.  I don’t see an option other than deleting and we want to avoid having to recreate lists.

191
iulian.olaru
SysAider
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JamesTNapierNew SysMate
asked in Ask A Question
Notification Questions

I want to create 2 notifications One that will notify myself and another individual when our assessment queue has a ticket that has not been assigned or had any admin comments added. The other notification is for the Client Support Services queue what a ticket has not had any updates in the past 24 hours. I want this notification to notify myself and another person.

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R
SysAider
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Ask A Question
Default priority for new tickets

Currently in our end user incident submission form, the priority defaults to Low - I would like it to default to Normal.We are not using the urgency / impact matrix, and when I go into the end user submit incident form the priority field is set to Normal. I can’t see anywhere else that this default could be configured.Can anyone assist please?

282
J
Community Enthusiast
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mgibbs08New SysMate
asked in Ask A Question
Understanding Sysaid Copilot

We have implemented Copilot (for end users) for our campus. When I look at the AI dashboard (last 12 months view) It shows me 447 AI-touched service records. However, when I look at the Internally sourced answers, it is out of 796. What accounts for the difference? 

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R
SysAider
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Community Enthusiast
bmelendyCommunity Enthusiast
asked in Ask A Question
How to include messages, activities and notes in email notifications

Hello,I have a business need to include messages, activities and notes in email notifications generated by sysaid.  I’ve been looking at the notification template for “Email to end user regarding a service record” but would need to know the variable names used to access this data.  I’m certain there must be some variables available, this is pretty standard service desk behavior.  Any help is greatly appreciated.   ...Brad

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J
Community Enthusiast
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david jonesNew SysMate
asked in Ask A Question
how can I tell which cloud I am running on?

how can I tell which cloud I am running on? 

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C
SysAider
J
JamesTNapierNew SysMate
asked in Ask A Question
Parsing incoming email for a ticket

We use Spaces and I want to have Spaces remove a signature from the incoming email. There is no need for it in the ticket.

331
S
SysAider
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Patrick_van_gNew SysMate
asked in Ask A Question
Stop users mailing when ticket is closed

Is it possible to “stop” users form sending mail to a ticket that has a “closed” status.At the moment is solved this with a Exchange rule that filters out mail with specific words in it. Smarter users can get around this by removing those specific words from their reply mail. Or they reply to an older mail about this ticket.Is there a smart way to ignore this kind of mail in sysaid 

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Community Enthusiast
bmelendyCommunity Enthusiast
asked in Ask A Question
How to create an "unassigned" system view of tickets?

Is there a way to modify the system views of tickets in SysAid?  I tried searching and asking the copilot helper but it only told me how to add a personal saved view.  I’d like to have a system wide view of unassigned tickets for all administrators.  Thanks for any help! ...Brad

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B
Community Enthusiast
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jasonlopezNew SysMate
asked in Ask A Question
Streamline Cl List

Hello, I am trying to config items list on the Cl list. I want to be able to know which asset is associated with the serial number and owner. For some it shows the owner however some are filled blank. How can I streamline this better to know which owner is connected to which serial number and Cl type. 

140
J
A
Community Enthusiast
adam.savilleCommunity Enthusiast
asked in Ask A Question
Average resolve time report.

Hi there,I am trying to create a new custom report that helps me work out averge resolve times for tickets. Can anyone please help guide me through what I need to do to create such report. I want to be able to filter the report, ideally excel so i can import to power bi, by detartment or agent etc.I should be pretty straight forward but im having trouble.Many thanks in advance.Adam

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A
SysAider
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jasonlopezNew SysMate
asked in Ask A Question
Search bar

Is there a way to create or integrate in the search bar previous tickets that were solved. For example, in the search bar i can type in printer and it will show all the tickets that have had printer issues to see previous IT tech people solutions? 

331
gabriel.lupu
SysAider
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Active talker
SAMMYLUCActive talker
asked in Ask A Question
Follower on Tickets

Does SysAid allow you to have Watchers (or FOllowers) on a ticket - to be notified of changes?  Someone who isn’t working ticket.  Our Account Managers if they have an escalation on the ticket, could they get notifications?  hey would only want it on certain tickets.

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S
Active talker
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cdub490New SysMate
asked in Ask A Question
Send Message Link in Tickets Does Not Work

Good day:Hello to all SysMates - it is my first post in the Community!When clicking the Send Message link in both INCs and REQs, the dialog box pops up as expected. The sender fills out the input fields then uses the Send button. Endpoint users (Request user aka recipient) are reporting that they do not receive the sent message. Thank you.

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B
Community Enthusiast
bmelendyCommunity Enthusiast
asked in Ask A Question
SysAid not sending email notifications to request user when notes added

I’m observing the following:When the request user replies to an email notification and adds some information, the associated ticket is updated with a new note and an email notification is sent out to the assigned admin. The status will be updated to “user responded”.  When the admin replies to an email notification and adds a note, nothing is sent to the request user, even though the option to notify a request user when “notes are added” is clearly checked.   How can I ensure that an email notification is sent to the request user when the ticket is updated with a new note?  I need the notification to happen every time a new note is added to the ticket.   Thanks for any assistance.  ...Brad

1223
L
SysAider
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CharlesVonNew SysMate
asked in Ask A Question
RC via Intune

Hey there! I'm curious to know if anyone has managed to get SysAid and Intune up and running together. I've been playing around with the Remore Control in SysAid, and, as expected, there are a few minor hiccups. But I'm really keen to find out if using Intune to deploy the Remore Control helps iron out any of the issues I'm facing. GPT says if both systems are communicating with eachother, I should be able to deploy RC directly from Intune. Would it be any different? Probably not, but wanted to reach out to see if anyone else found a solution to our issue. Thank you! :) 

481
R
SysAider
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Heather MarcusNew SysMate
asked in Ask A Question
need end user's self service portal Notes to be visible in the Consultant's self-service portal?

we have end users who submit tickets and consultants who work the tickets. I need the notes that the end users add to the ticket n their self service portal, to be visible to the consultants in their self service portal.

441
L
SysAider
X
xaliomNew SysMate
asked in Ask A Question
Email Address related to security issue

Dear support, Please provide me an email address where i can send an email about a security issue i have found in sysadi on-prem

351
A
SysAider
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.

863
R
Active talker
S
Active talker
SuperSalmonActive talker
asked in Ask A Question
Automatic Service Records

Is SysAid able to generate its own Service Records on a scheduled basis?  For example, members of our Service Desk team have set tasks that they deal with on a monthly basis and the idea is for SysAid to raise these as a SR and assign to the relevant user for review.

562
R
Active talker
J
JBurke2024New SysMate
asked in Ask A Question
Field Character Length

During my trials with Sysaid and working with my sales engineer they told me there was a way to restrict character lengths for custom fields that I enter?  For example:I want to create a field called Project Descriptionand I need to limit the input size for that to 25 characters I cannot find where to do this? am I missing something, or is this a feature that is not actually available

351
A
SysAider
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
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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?

542
simonamirza
SysAider

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