Help Desk

General settings, Email integration, Data management, Incident Management, templates, categories, SLA/SLM, Timers, Subtypes, Password services,

  • 223 Posts
  • 614 Replies

223 Posts

OrlandoLocke
OrlandoLocke
asked in Help Desk

Category List

Does anyone have a three level category list they are willing to share?  I want to revamp my two level category list while adding a third level.

4
OrlandoLocke
11 hours ago
J
Jbus
asked in Help Desk

Service Desk Templates missing

Currently setting up are system and went to setup some templates but seem to be missing Service Request, problem templates.      

2
Maayan Karstaedt
SysAider
12 hours ago
L
LikesEggs
asked in Help Desk

support request through email do not create a ticket in Sysaid

Just recently, this functionally of sending support request through email have stopped creating service ticket in sys aid. We can create ticket manually by logging into sysaid portal and fill up the form from there.The account for the email address is working fine as we can see in office 365 that email is received and forwarded to other recipients.Our service contract have expired so we are asking for the good sysaid community’s help.Any suggestions where to begin troubleshooting? 

1
Maayan Karstaedt
SysAider
13 hours ago
E
Erik van Sluijs
posted in Help Desk

Text and checkbox on Incident Submission Form

I would like to add a disclaimer and a checkbox on the Incident Submission Form so users have to acknowledge that they have read the disclaimer. I see all kinds of custom fields i can edit and add but no checkbox. Is this possible?

5
A
3 days ago
A
AnnHood
posted in Help Desk

Workflow Notification Emails

I am trying to setup a workflow notification that will send an email out once that action tab is activated. What I don't want is it to send that email again if the assigned to field is changed. We assign based on group and not individual. I know this was changed at one point to allow for this behavior but is there any way to turn it off?

1
C
13 days ago
N
nnemeth
asked in Help Desk

Admin Group Not Receiving Emails

Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.

8
Maayan Karstaedt
SysAider
15 days ago
C
Cla
asked in Help Desk

How to proceed on the next workflow tab

Hi, I’ve been trying to create a new template and currently working on the workflow designer. However, after testing, it won’t proceed to the next workflow tab which is the “Human Resource”. There are also 3 non-workflow tabs in between Human Resource and End User. Why is this so that it won’t proceed? I’ve been working on the dependencies as well.  How can I move the 3 non-workflow tabs on the last part?  Hope you can help me. Thanks 

1
Maayan Karstaedt
SysAider
18 days ago
P
PGCJosh
asked in Help Desk

Sasspass/Two Factor

So we’d like to setup two factor authentication for SysAid, since it has a decent amount of information we’d prefer not to be accessible by people who don’t need to know it. I saw elsewhere that Sasspass is supported, or at least as an integration for it. But running into headaches, as it appears it’s not for the web version? I can’t seem to find any help on two factor for SysAid in particular, everything I’ve found is highly generic about setting up Sasspass. I guess the questions are:Can you do two factor authentication with the paid web version of SysAid? Can this two factor *just* be for the admins.  I’ve seen it requested elsewhere, but adding Duo support would be highly useful, since we already use Duo for all our other two factor things.

4
P
22 days ago
G
gustavo.schleider
asked in Help Desk

Modern authentication support in SysAid

Hi. I'd like to know what configuration changes must be done in SysAid to enable modern authentication for sending and receiving emails to Exchange Online. Support for legacy protocols is expiring at the end of September and we need to change to the modern authentication.Thanks.

6
Maayan Karstaedt
SysAider
23 days ago
S
Shaun Davies
asked in Help Desk

Autologging An Incident From Email

We have setup the Email Rules to auto generate an incident from an email but this feature has never appeared to work.  I have checked the settings and everything seems to be ok. Has anyone else had issues with this?

5
Maayan Karstaedt
SysAider
29 days ago
D
Drone
posted in Help Desk

Enable Custom or Personalized Views

How do I enable the creation of custom views? It is an option when logged in as the Supervisor, but not for me as an Administrator.

2
C
1 month ago
J
JSH
asked in Help Desk

Forwarded mails being attached to old service requests

We always liked the option where we could type #SR-number in the subject field of an email. But we started noticing after last onpremise upgrade that SYSAID now looks in the body of a mail for #number..This is very inconvienient for us as we have a lot of users working with PO etc. that uses this number as well, so now we get a lot of messages on old service requests and new service requests being attached to old ones because it happens to find the number eg. #874 instead of creating a new SR.How do we disable this feature.?

2
J
1 month ago
G
Geek girl
asked in Help Desk

Email Notification

How do you setup email notifications once a person has put in a request. I have setup an email account to send and receive but it does not appear to show any emails from service requests.Thanks

1
Sela Weinrob
SysAider
1 month ago
A
adrian_ng_bousteadsg
asked in Help Desk

No Alert Mails received when new incidents arrive

We have been using SysAid version v22.3.20 b27.Sometime ago we realized we were not receiving emails on new SRs.Received an on screen prompt stating that there are consecutive failures on the incoming integration account. Have enable back the email integration and tested the incoming and outgoing email settings.Which is successful but still no email alerts on new SRs arrival.Is there something that we can do to fix this issue.Thank You !

6
Maayan Karstaedt
SysAider
1 month ago
K
keithk
asked in Help Desk

Is there any way to block certain extensions as attachments?

Is there any way to block .MSG attachments from tickets? We have certain end users who regularly attach emails with potentially malicious links and attachments to tickets wanting us to analyze them or help with opening the attachments. I don't want technicians to accidentally open an attachment thinking they're helping the end user and end up infecting us themselves.

2
Maayan Karstaedt
SysAider
1 month ago
S
sgrimes
asked in Help Desk

${LinkToAttachments} URL in Admin Notification links to a 404 page

Our SysAid server was recently configured to use https, and this required using the FQDN in the URL to access the site. However, the ${LinkToAttachments} variable in the Admin Notification emails still uses the hostname only in the URL. When the link is clicked, the admin gets a 404 page due to the link not being the FQDN. Is there a way to change the ${LinkToAttachments} variable to return the FQDN instead of the hostname only?Example:helpdesk:80/linktoattachment VS. https://helpdesk.domain.com/linktoattachment 

1
Maayan Karstaedt
SysAider
1 month ago
R
rward6
posted in Help Desk

Ability to Change Status when tech sends message on Incident or Request

Is there a way to have SysAid automatically change the Incident/Request status when a tech uses the Send Message on a ticket? Ideally we'd like to have the status displayed on the Send Message form so it can show the default or tech can select a different status.

3
W
2 months ago
A
adsouza
asked in Help Desk

Ability to copy views between All Tickets and Incidents.

Currently, the views for All Tickets is different from the ones used in Incident, Request..etc. There needs to be a better ability to replicate the views created in All Tickets to other areas. The challenge with the current approach is while it allows for greater level of customization, it is painful having to recreate the same views in incidents, requests etc.

2
A
2 months ago
T
Tumulus
asked in Help Desk

Can I change status based on an email reply from an end user?

We use the email integration to get our tickets. Employees email our help desk with their issues directly and it is turned into a ticket within sysaid.After we close the tickets we send an email that asks the request user to respond if the issue is not resolved. How can I change the status on a ticket when an end user replies to an email from sysaid regarding the ticket? We could use this in multiple ways, but in this instance specifically, if a user sends a message to a closed ticket how do I then change the status to “Reopened by User”? 

2
T
2 months ago
K
kyle.bgcdsb
asked in Help Desk

In a Template, move created workflow tabs right behind existing non-workflow tabs?

I’m trying to edit a Request Template, and when you create a new request subtype and view the template it creates, the tab order isRequest Details; Approve (Workflow tab); Close; History; Related ItemsBut if I want a different workflow tab to replace Approve, is there a way to do that? When I add one, it just gets added to the end of the list. I recognize if I want to rearrange workflow tabs with other workflow tabs,  I can do that, but that isn’t what I’m trying to do. Thanks!

4
M
2 months ago
N
nnemeth
asked in Help Desk

Changing Who Gets Emails for a Service Record Update and Custom Fields Location

Hi, I’ve been trying to set who receives emails when a service record is new or completed for a few weeks and I can’t find the setting related to it anywhere. No template seems to have it and no one at the company I’m trying to change this for knows either. I’ve tried setting up emails via Escalation Rules but then it doesn’t log those emails in SR updates, and editing the templates doesn’t allow me to change anything I’d need related to who gets emails when the status changes to new or completed. The Workflow Designer doesn’t seem to give any useful information either. Additionally, where are custom fields stored so I can edit their names?

9
N
2 months ago
D
ddcameron
asked in Help Desk

how ca i chat with a tech, I need help with SysAid, i'm trying to disable a user and the application not allowing me to, yes i'm an ADMIN

how ca i chat with a tech, I need help with SysAid, i'm trying to disable a user and the application not allowing me to, yes i'm an ADMIN

1
Maayan Karstaedt
SysAider
2 months ago
E
Evan
asked in Help Desk

Archiving

We have never archived tickets in the past, and we have been using SysAid for about 12 years now.On a test server, I have setup an escalation rule to archive tickets with a request time of < 1/1/2011.  In theory, i thought this would archive all the 2010 tickets.  It did a pretty good job, but for some reason it left about 64 tickets unarchived.  Not sure why. My other issue….when viewing archived tickets, i can only see 1000...even though i am selecting all.  Any thoughts how i can work around this issue?   Lastly, is there a way to not to send notifications when a ticket is archived.  That would certainly make a mess of several mailboxes. Thanks - 

5
Maayan Karstaedt
SysAider
2 months ago
M
mmulligan
asked in Help Desk

How to Contact SysAid about an urgent problem?

Does anyone know how to contact SysAid about an urgent problem?Our users keep getting disabled. We had agreed with SysAid reduce the number of our licenses next month but on 2 occasions this week, all of our licenses have been disabled with no warning.Gal Nevah assisted us with this problem yesterday but they are not replying to us today and we have no other way to contact SysAid.Does anyone have a phone number for them?

1
Maayan Karstaedt
SysAider
2 months ago
K
KurtisM999
posted in Help Desk

Admin Not In List

Hi there, I recently removed an admin and move their service records across to me whilst troubleshooting a view. When I go to select them in the drop down lists for assigning an admin to the ticket, that admin now isn't in there? Even though I have re-added them as an admin to our helpdesk. Any ideas?

2
N
2 months ago

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