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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.  

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 ma

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.

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

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.

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. 

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?

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.

Hi, I am looking to find definition of different type of Administrators in SysAid, The terms are:Assigned AdministratorAssigned group membersResponsible AdministratorProcess Manager Thankyou

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.

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 

Is it possible to have visible in My Calendar the incedents, requests, changes or problems tha are assigned to the user?

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

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?

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 

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.

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. 

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

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.

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?

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?

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.

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.

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

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.