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

  • 160 Posts
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160 Posts
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Active talker
SAMMYLUCActive talker
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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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Active talker
cdub490
Community Enthusiast
cdub490Community Enthusiast
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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cdub490
Community Enthusiast
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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

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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! :) 

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SysAider
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Heather MarcusNew SysMate
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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.

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SysAider
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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

381
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SysAider
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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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R
Active talker
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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.

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Active talker
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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

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SysAider
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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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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?

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simonamirza
SysAider
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Active talker
SAMMYLUCActive talker
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.  

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gabriel.lupu
SysAider
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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

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S
Active talker
SAMMYLUCActive talker
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.

533
iulian.olaru
SysAider
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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

713
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SysAider
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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.

582
iulian.olaru
SysAider
M
Community Enthusiast
MatthewBCommunity Enthusiast
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. 

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M
Community Enthusiast
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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?

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Active talker
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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.

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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

1132
simonamirza
SysAider
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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.

692
simonamirza
SysAider
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 

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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?

351
SysAid Copilot
SysAider
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

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SysAid Copilot
SysAider
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?

1334
BiancaVatrici
SysAider

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