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

  • 295 Posts
  • 841 Replies
295 Posts
Vadim Gektin
SysAider
Vadim GektinSysAider
published in Help Desk
All you need in order to move to Microsoft 365 Exchange OAuth 2.0 protocol.Tutorial

Two years ago, Microsoft announced that it will no longer support basic authentication protocols (SMTP, IMAP, POP). The time has come when you need to move to a more secure and updated protocol - OAuth 2.0.  Setup of the new email integration is simple:  In SysAid, go to: Settings > Integration > Email.  Click the Create New button, and follow the instructions in this Microsoft 365 Email Integration with OAuth 2.0 Guide. The permissions required on MS side:  Permissions required on Microsoft​​​​ Test and verify the new integration: Send manual email, reply from tickets and take actions that trigger automatic notification.  To disable the SMTP integration [see screenshot below]: In SysAid, go to: Settings > Integration [1] > Email [2]. Choose the SMTP integration list item and uncheck: Select the Outgoing Email tab [3]  Uncheck  Enable outgoing email  Click Apply [5]. Select the Incoming Email tab [4] Uncheck Enable incoming email Click Apply [

461214
Maayan Karstaedt
SysAider
1 year ago
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Last modified SLA

Hi there,I’m trying to configure a last modified SLA but running into a slight issue with how it works. For example:When a incident service record has not been modified within the last 15 hours (in certain statuses) - Send a reminder to update the service record. If the administrator updates the service record following the reminder reset it. Following the reminder, if a further 5 hours passes without an administrator updating the service record, set the custom field ‘Last Modified SLA’ to be ‘Breached’. The issue I’m having is the ‘Escalation Agent User’ is resetting the last modified date every-time an escalation rule runs. I don’t believe I can use the ‘Reset Escalation Level’ because that would mean the SLA would never be breached due to the ‘Escalation Agent User’ setting the ‘Last Modify time’. Example:Reminder:Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Op

80
R
Active talker
1 day ago
Y
Yossi A 90New SysMate
asked in Help Desk
Integration between Jira service management and SysAid

Hey. I wonder if the Jira integration add-on is working with JSM (jira service management) as well? TnxYosi

212
A
SysAider
12 days ago
I
itaiNew SysMate
asked in Help Desk
Default font & size in message

Can someone let me know how we can set a different default font and size when sending a message?

161
C
SysAider
13 days ago
S
Support_KBNew SysMate
asked in Help Desk
Incident templates not showing in Help Desk menu

Hello,I want to create new incident templates, but nothing is showing in the menu:The view to filter the already created templates was changed:After changing that parameter is when the problem started to happen. As I previously mentioned, to set back the previous configuration is not possible as there is any button or function to select.I would appreciate if some​one knows how to resolve this issue.Thanks in advance!Best Regards​​​​​​

101
gabriel.lupu
SysAider
14 days ago
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Delete email messages - From service record

Hello there,On a request service record, we have the “Email Messages” field that contains messages received directly from our end-users. Below its just called the “Messages” section. SR Fields - SR Form - Introduction (sysaid.com)Is it possible to delete messages from this section? As in some cases we had end-users responding directly to tickets which includes screenshots containing sensitive information. 

313
A
SysAider
19 days ago
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Escalation rules - Add/Subtract to float field using "Action Builder"

Hi there,I just wanted to ask, if it is possible to add/subtract to a float field using the action builder on escalation rules.If I’m using the “Reset Escalation Level” option for the “Escalation level” to cause the rule is re-run if the criteria is met, but I want to restrict the amount of re-runs of the escalation rule WITHOUT having to build an escalation rule X amount of times to check + set the field each time.For example, A single escalation rule that adds +1 to a reminder-no field and the criteria of the same rule will only run when the reminder-no field is between 1-5 etc. Is this possible?      

141
raluca.zarnica
SysAider
19 days ago
S
stucolNew SysMate
asked in Help Desk
Sysaid not working

Sysaid Australia not working

152
A
SysAider
21 days ago
B
bikin4funNew SysMate
asked in Help Desk
Ticket System Down After Migration

We recently changed hosting company and went with Siteground, we imported all the files and edited the config file to include the new db credentials, we also imported the PHP database with the correct pre-fix, yet we are getting a PHP file display when we go to this link for example: support.mydocumentshredding.com/index.php?a=add Can you please help us pinpoint the cause of this?

141
C
SysAider
24 days ago
M
Active talker
mszcActive talker
asked in Help Desk
Escalation Rule not working in some tickets

SysAid Edition / PackagePro Plus EditionBuild Numberv23.3.35 b4 Hi, I have for years a simple escalation rule that set tickets with status Ready to Closed six days after last modifikation date. It works for most of it, but not for some. Cant see a difference. The oldest SRs which are not working are from early 2022. We have tickets back to 2009.  There is no filter other than status ready:    Can I manually test the Rule when I change something? Is it a bug?

232
M
Active talker
1 month ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Help Desk
Quality Score Self Servable

How does the Self Servable quality score know the client did not need further assistance?  When does it get updated? 

142
C
SysAider
1 month ago
S
Active talker
SuperSalmonActive talker
asked in Help Desk
Out of Office

Can someone explain in more detail how the Out of Office works?  Apologies if this seems like an obvious question.  I’ve set up the Out of Office on my account and have selected another Administrator but upon manually assigning a test ticket to me, it’s still sent to me and sits in my queue.Many thanks,Mel S

181
A
SysAider
1 month ago
D
Community Enthusiast
Dan McDonaldCommunity Enthusiast
asked in Help Desk
When closing an incident, the page lingers on the closed incident page, instead of returning to the incident list

As the title says - when closing an incident, the page lingers on the closed incident page, instead of returning to the incident list. In previous versions of Sysaid, when you closed a ticket, you were instantly brought back to the list of incidents. Now, the page just idles on the closed ticket page. You have to manually browse back to the incidents list. We would like to restore this behavior to the previous setting where it returns you to the incident list. 

281
A
SysAider
1 month ago
S
Active talker
SuperSalmonActive talker
asked in Help Desk
Survey response

Can I remove a survey response from a report?  One of our support colleagues input a test response and they wanted to see where it was recorded.  It is now appearing on the ‘Satisfaction Level by Administrator’ report and I’d like to remove it before I distribute a copy of this report to the rest of the team.Many thanks. 

172
AlexanderChr
SysAider
2 months ago
S
Active talker
SuperSalmonActive talker
asked in Help Desk
SysAid Administrator

I’ve recently made an existing user an Administrator but they cannot see the ‘Admin Portal’ in the drop-down list when clicking on their name in the top-right of SysAid.  They have this option checked under Permissions.  Please advise. 

323
S
Active talker
2 months ago
W
WilfrankNew SysMate
posted in Help Desk
The 'Edit news' option is no longer visible

We have noticed that the Edit news option is no longer available under Customize. We need this option to communicate to our customers.   

131
R
Active talker
2 months ago
A
AlexNeedhamNew SysMate
asked in Help Desk
Sysaid Helpdesk/Emails not showing line breaks from Power Automate email?

Please see example of a Power Automate flow I have created which sends two emails via a manual trigger:It sends one to the email address of our IT department’s helpdesk. One to my own work email   Below you can see that the email recieved on my own work email contains the line breaks as it should. However, the email recieved by the helpdesk disregards all line breaks, and sends it as one block of text. In the last week, the Sysaid HelpDesk has suddenly stopped accepting/reading line breaks contained in emails sent from a power automate flow.We many Microsoft forms that are used to send requests to our Helpdesk, and now they are all coming through as one huge block of text. Tried using bullet points instead of line breaks and still the same issue.Any idea on how to fix this? Surely its something others are having issues with? 

252
gabriel.lupu
SysAider
2 months ago
D
Community Enthusiast
Dan McDonaldCommunity Enthusiast
asked in Help Desk
Administrator usernames displaying incorrectly/not uniform

Hello, We recently migrated to Sysaid Cloud from our on premises server, and now we are seeing some inconsistencies/discrepancies with how user names are displaying in HelpDesk. some users show with just their Windows user name (dmcdonald) - this is correct, and preferred.New users it sets their username as their email address - but we do have the option to edit it.Some older users are displaying as the DOMAIN\Username like they were imported by LDAP - this is incorrect and makes the layout confusing to look at when selecting an admin to assign a ticket to - also - these usernames CANNOT be edited in the helpdesk panel. Is there another way to edit/change an administrator’s username, besides removing them and re-adding them and having to unassign/reassign tickets? 

283
D
Community Enthusiast
2 months ago
T
tmart_AMICNew SysMate
asked in Help Desk
Ticket reopened by email

We have a ticket that continues to be re-opened when the sender sends in an email.  The sender is sending some monthly downtime notification emails and he is using the same subject for all emails.In our email integration we do have it where if a user has the SR# in the subject it will reset the status of a ticket to Open, but in this case the email does not have the SR# anywhere in the email. Any ideas what might be causing this?

585
gabriel.lupu
SysAider
3 months ago
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Priority Matrix - Not applying to new tickets?

Hi all!I’m trying to setup a new Service Agreement but running into an issue with configuring the priority matrix. When raising a ticket with the Impact set to Minor and the Urgency set to Medium its setting the Priority to P4 instead of P3. I’m a bit confused as to why this is occurring. The agreement is applied to the company and the user logging the ticket is assigned to the company. Below is a screenshot of the service agreements priority tab, What am I overlooking?  

9513
Gus
SysAider
3 months ago
M
mgibbs08New SysMate
asked in Help Desk
Can Incident/Request tickets be converted to Projects?

Hello! We have some incident/request tickets that come in that really end up being projects. Is there a way to automatically convert those tickets into a project?

293
iulian.olaru
SysAider
4 months ago
T
TLaurieNew SysMate
posted in Help Desk
Administrators

I need some help understanding terminology in Sysaid. A definition, field associated with and anything else you feel would help The terms are: Assigned Administrator Assigned group members Responsible Administrator Process Manager Thank you for your help.

1112
M
5 months ago
R
RepartoITNew SysMate
asked in Help Desk
Account does not exist sysaid203976

hi my url is https://sysaid203976.ourit.support/ but i see https://sysaid203976.ourit.support/  why doesn't it work? thanks.

835
R
5 months ago
L
ljablonskiNew SysMate
asked in Help Desk
SLA Breach - not sure how

If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email. Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.

541
Gus
SysAider
5 months ago
BarryS
BarrySNew SysMate
asked in Help Desk
Account CGH Medical Center has been expired.

Everyone in my organization is getting this error when we try to login. Sending email to login@sysaid.com gets no response and sending a message through the support portal has not been replied to either. Is there an issue with the site or is there a more serious issue? Our contract is valid till Oct. 22nd, 2024 so it isn’t that.

232
BarryS
5 months ago

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