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  • 164 Posts
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164 Posts
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Active talker
Colin BodkinActive talker
asked in Ask A Question
Can SLAs be applied to Service Record Actions?

We are interested in creating SLAs that would apply to Service Record Actions.  Is this possible?

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SysAider
cdub490
Community Enthusiast
cdub490Community Enthusiast
asked in Ask A Question
Custom Report is Returning "Old" Data

Good day:My organization wishes to capture data regarding the frequency of SR that fall under certain categories/subcategories. The goal is to identify patterns which point to repeat questions or problems, and to address those by either providing user education or streamlining our procedures.To accomplish this, I created a report titled, “Tickets by End User.” The report contains these columns (filters):User Process Manager Start Time # (service record ID) End Time DescriptionThe “old” data mentioned are in Users and Process Managers and are administrators who have been with us for awhile or who are no longer with us, but had been employed by us for a long time. It is as though these are administrators who were present when we first deployed SysAid or that test data were loaded when SysAid was configured. One of the names is not recognized. The surmise is that this is a SysAid representative. However, when looking in the dropdown field at User, all users are there, including one who wa

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cdub490
Community Enthusiast
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WaxfootNew SysMate
asked in Ask A Question
Blank screen is displayed after selecting Service Desk and then All from the dropdown.

I was struggling with a change view which was not saving my Advanced Filter - I would add several Change Implementers, Save the filter and save the view. I could run the report correctly but 24 hours later, the filter had reverted to the original view before I applied changes to the filetr.Our Service Desk was trying to troubleshoot that issue and changed a backend setting which they do not recall, and now when I select Service Desk → All, I get a blank screen instead of a list of ALL tickets (including Incidents, Changes, Requests, Problems).  I can select Service Desk → Incidents etc and see the individual lists, just not all.The annoying thing is that I have several reports that I generate from this page and they kick off internal automated workflows, that I now cannot access as I cannot generate the original Excel file.Any suggestions on what might have changed to prevent me viewing the All page would be appreciated.ThanksIan

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aphillipsNew SysMate
asked in Ask A Question
Something went wrong

When I try to sign-in to ticketing system, I am getting error message “Something went wrong!”. Initially, I see my ticket screen for about a second but this message appears. My ticketing system has been converted to Spaces. It had been working for a while until last couple of days. I am getting the same message on different web browsers whether I am connected to our network or using Hotspot.

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Zach NodakNew SysMate
asked in Ask A Question
HTML emails and Sysaid

Good Afternoon, We’ve been encountering an odd issue since October 7th for almost all emails sent with HTML saying “content not available” in the body, and in the description for the message, but opening the message shows all the correct information as it was sent. I did some digging on our system and on the internet and came across this community post about HTML emails not being a feature yet in SysAid. Is this still true or was this added and I need to do something on our end to get it working?

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samuel.hammett
asked in Ask A Question
Remove or Ignore characters within Subject

So we have a current challenge I am trying to overcome. Basically every time a user replies their organisation adds a space between the ticket number so for example the system would expect #12,000 but it ends up like this #12, 000 Any suggestions on how to remove the space? The current issue is it will create a new ticket and merging while possible isn’t ideal.

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SysAider
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MrBeakerNew SysMate
asked in Ask A Question
Enable and disable a custom field within an AI

Our install is on prem and we use the Admin Portal for completing workflow action items. Is there a way to either enable a custom field based upon a list selection or make that custom field required, again based upon a list selection? Many thanks.

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SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Remove the Third level Category from template

How do we remove the third level in category off the template?

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SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Custom Fields

Does anyone know why custom fields is not showing for me so I can add fields to my templates?  I am an admin so it should be there. 

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Community Enthusiast
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Locations

I am having trouble getting the locations to populate when someone sends in a ticket.  Also the location is not showing up in the assets.  In the ticket there is a drop down but only 1 location is showing up in there and we have all the location setup in the settings.Thank You

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SysAider
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miraldhNew SysMate
asked in Ask A Question
Change Status based on email reply to End User

Hi, Is there any Way I can change the Status Automatically once an Admin Reply to the End User through SysAid or an email?

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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Some of our users are disabled?

Out of 565 users 199 are disabled.  When we go in and enable them after about 5 mins they revert back to disabled.  Is there somewhere in LDAP that we can set how many users we can have.  We think they are disabling because we have to change a setting within LDAP. Has someone experienced this issue and what was the fix? Thank youShari

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SysAider
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chavawhutwhutNew SysMate
asked in Ask A Question
SysAid RCC Error

Has anyone come across the error in the below screenshot and fixed the issue? 

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SysAider
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Community Enthusiast
MatthewBCommunity Enthusiast
asked in Ask A Question
Action Item Base on CI Owner

Has anyone been able to link an action item to a CI owner. My use case is we’d like to notify the CI owner of the ticket that affects their CI. For example Jane Doe has ownership of application Z, when users request access to application Z, IT facilitates that voting process via workflow, but then we need to trigger an email to the application owner(CI Owner) that they need to make the change on their side. I see that Main CI is an option in the ticket form as a system field, but not CI owner. We’ve got a matching list from our Subcategories in CI’s for each software product we have.  Thanks

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SysAider
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thendersonNew SysMate
asked in Ask A Question
duplicate user - weird email

we have a user that was unable to access out ticketing portal. upon investigation we have discover they have two user entries in our system. has anyone encountered this?does anyone have suggestions on what happened? how to prevent? how to remediate?  the AD and Azure details/properties appears to be correct(email should not have numbers at end of name or have “onmicrosoft” in domain) 

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SysAider
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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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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.

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iulian.olaru
SysAider
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Community Enthusiast
JamesTNapierCommunity Enthusiast
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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SysAider
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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?

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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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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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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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SysAider
J
Community Enthusiast
JamesTNapierCommunity Enthusiast
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.

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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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