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

  • 106 Posts
  • 238 Replies
106 Posts
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
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
7 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
8 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
8 months ago
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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
8 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
8 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
10 months ago
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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
10 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
10 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
11 months ago
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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
11 months ago
M
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?

2
A
11 months ago
J
Community Enthusiast
jherronCommunity Enthusiast
asked in Ask A Question
SLA Timer Reset

Hi everyone, I am currently working on creating SLA’s that are valid per area of our department.The biggest issue is regarding escalations, and when waiting for a user to respond to a question. My question(s): Can you reset an SLA timer when you set a status to: Awaiting User Response, or something very similar? When escalating a ticket, can you also change the timer when it is escalated? Thank you,

2
J
Community Enthusiast
11 months ago
J
Active talker
JordanhoActive talker
asked in Ask A Question
Variables in custom field list filters

Hello, I have created relational list custom fields for service records and action items which target users as the entity. Is there a way to set filters on the field using variables to filter the list dynamically? For example, I would like to filter the custom user field based on company of the requestor.This is similar to how the requestor field is filtered by the defined company in the service request, or how the available admins are filtered by the admin group. 

2
A
11 months ago
S
shadow229New SysMate
asked in Ask A Question
API Timeout

Unable to find a resolution to this yet, but trying to run an API call for service records and I’m being hit with a timeout on anything over about 25 records. The below response came back after only 51 seconds. HTTP error occurred: 504 Server Error: Gateway Time-out for url: https://mycompany.sysaidit.com/api/v1/sr/?limit=200 Can I extend this timeout somewhere to allow it to fetch bigger batches?

3
A
11 months ago
Z
zainNew SysMate
asked in Ask A Question
Is it possible to mandate comments for service record surveys?

 We'd like to make comments mandatory on surveys, but it appears we're unable to find a method to achieve this. Is it feasible?

1
S
Community Enthusiast
11 months ago
M
Community Enthusiast
manuel.mendez
asked in Ask A Question
Total Task Time Filter Menu

How can I set-up a Filter Menu so that I can order my task by time ASC or DESC.

3
raluca.zarnica
SysAider
1 year ago
jsidoti
Guru
jsidotiGuru
asked in Ask A Question
notifcation exception

Afternoon Folks, I’m trying to set up a flow from Salesforce Cases to Sysaid.When a Salesforce case is assigned to a specific group I have it set to send an email to helpdesk@mycompany.org that will come from noreply@salesforce.org Is there a way to tell sysaid to not attempt to send notifications to on ticket creation/modification/closure? John

4
jsidoti
Guru
1 year ago
M
MG2001New SysMate
asked in Ask A Question
Multiple customers

Hi all I hope your well, I am looking for some support on understanding if I can have 3 different customers access Sysaid but not see each others incidents/requests, updates or asset lists.I have been searching the knowledge base and do not seem to be having much luck with identifying the white paper. Any support or direction would be greatly appreciated. 

1
raluca.zarnica
SysAider
1 year ago
G
graajNew SysMate
asked in Ask A Question
Issue with notification emails

I have an issue from time to time, the notification emails to end users don't always come through.In the general settings, all the setups are checked: assigned administrator, responsible administrator, request user. Notifications are set to be sent to the submit user for the service record, and notifications will be sent for all new service records with a priority greater than or equal to priority Low. Everything is checked.However, I still encounter issues.I've noticed that when I reset my notification settings for 'email to end user regarding' and then modify it back to my own layout, the notifications suddenly start coming through by email to both administrators and end users.But it's not intended for me to do this every time, right?Is there another setting elsewhere, or do others experience the same issue?

1
raluca.zarnica
SysAider
1 year ago
R
Community Enthusiast
Reed the SwedeCommunity Enthusiast
asked in Ask A Question
how do I edit the text in a request form notification?

Hello,I am working on an existing request form.I’d like to update the text of the email that is sent out to the form requestor when the request is completed.I can’t find where in SysAid to edit this notification that is emailed out.Where should I look?Thanks!Reed

3
Gus
SysAider
1 year ago
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Ask A Question
Question about using routing to auto assign

Hello all! We are using routing to assign tickets to an admin. Is there a way to add a cc so another can see the ticket info when assigned? (cc won’t be assigned obviously). Thanks so much.JeffreyB

2
J
Community Enthusiast
1 year ago
C
Community Enthusiast
COKWriterCommunity Enthusiast
asked in Ask A Question
How to prevent re-open by end user after a period of time

We would like to allow the re-opening of incidents and request but only for a certain period of time after it is closed. End-users are re-opening  tickets months after they are closed. We need to force them to open a new ticket rather than re-opening an old ticket. Can this be done? If not, can we prevent re-opening only for incidents and not requests? The Self Service Portal General Settings page has a setting that includes incidents and requests in the option to allow the reopening of a ticket by an end-user.

2
M
1 year ago
S
slattmanNew SysMate
asked in Ask A Question
service record action items

Need to disable about 125 action items in Enabled status, previously enable during either testing or in early development and implementation.  Is ther a way to do a bulk update from the Service Record Action list?

3
S
1 year ago
zoewalters
Active talker
zoewaltersActive talker
asked in Ask A Question
Admin Notifications - how to customize

Is it possible to customize the emails that are received by administrators?These are the ones that are set in General Settings: We’ve kept them out of the box, so the subject reads:“A service record #nnnnnn has been assigned to your group”And, the layout is plain text, not HTML formatted. I’d like to change these, but it doesn’t seem to match the format in Settings>Customize>Notifications>  Email to administrator regarding a Service Record. Are these notifications held elsewhere? How would I change them? 

7
alin.lupascu
SysAider
1 year ago

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