Help Desk

Some emails coming into Sysaid are being stripped of their formatting.

I have a request template with a small workflow that has two action items. On my second action item I have added the ‘links’ field with a single link that the assigned to can click on to complete the instructions listed below it, but when I raise a test ticket the link isn’t there. I’ve tried setting a ‘Default value’ for the links but it still doesn’t display. Any ideas?   

Hi there,I’ve had to add some companies we no longer work with back into our environment because I found that Service Records tied to deleted users under these companies had their company values removed due to the deletion.Is there anyway I can HIDE the inactive companies from the ‘Company’ drop-down list? I can’t seem to locate the field in the Customize > List section.  

This is more of a general question, I have a number of existing SysAid categories that are similar/same. I’m looking to consolidate them. There are a spread of archived/closed tickets in some of these categories. I need to know if SysAid will send notifications out on CLOSED tickets that will need the category updating to either the initial submit user or the watchers on the service records?Is there anything else I’d need to consider?

https://developers.sysaid.com/reference/createservicerecord asks for a numeric value for “srSubType”.  Where do I find a list of values in Sysaid?

https://developers.sysaid.com/reference/createapplicationkey created an application key.https://developers.sysaid.com/reference/generateaccesstoken-1 created the access tokenAny other action under https://developers.sysaid.com/reference fails with the message “sorry, you couldn’t be authenticated with those credentials”. This started happening today.  It worked yesterday.

We are using on-prem SysAid v23.3.40 b5 and Exchange onlineAs most of you are aware Microsoft will be deprecating basic authentication for email next year.  The solution is to use modern authentication like Oauth.  We have had our SysAid setup to use Oauth2 for quite sometime now, but noticed in Exchange mail flow reports that my helpdesk account is using basic authentication.  Any idea how this is possible?   ***update***  after doing some digging,  I noticed in 365 sign in logs that sysaid account is using the authentication protocol ROPC (resource owner password credentials).  which confirms sysaid is not using full OATH2 with modern authentication.Is there a misconfiguration on my side or is this an issue within Sysaid On-prem?Thanks for the help!-Evan

Hi, is there a way to force an admin to change the category of a ticket when they change the status from New to Open?

We have a number of Request Templates set up in our system.  Some are marked as Visible to End User, others are not.  If I, as a user, access my Self-service portal, the templates aren’t visible.  How do I make them visible?

Does anyone know of a way to configure SysAid to only allow certain email domains to open a ticket using email, but still allow an external email domain to provide updates to a ticket? IE: An employee opens a ticket with a 3rd party cc’d on the email/ticket, allowing the vendor to provide updates into the ticket, but preventing them (or spam) from generating a new ticket

I have an admin who has been using Sysaid for a few weeks normally but now cannot update any tickets.  She can update CIs just fine.The error is the one that states the ticket has since been updated by another admin (but it has not).  All tickets affected and other admins can edit the same tickets.  She has full admin access.  She has signed out and back in, loaded a ticket from scratch and still has the issue

 No ticket can be closed or modified because of this error message.  How can this be solved? Thanks in advance

Hi,is there a way to use an “out of the office” like procedure automatically ? ie, that after hours the new tickets will be assigned to other admin ?tries with escalation but “due date” variable accepts only dates and not hours.any suggestions ?T.I.Aeldad

I have an issue with the action items in my service requests not populating in the fields in the right hand of the request. Yet all the actions items do flow through the Workflow to the emailed notification. I have been trying for days to find out why. 

Hi there,I’ve been tasked with bulk importing some new categories into SysAid and was wondering if its possible to set the EUP groups as part of the import? I suspect its not possible, but figured no harm in asking!  Service Desk > Import Categories   

I work across several computers at different locations.  Am noticing that my ticket views do not follow my sysaid profile.  I”ve had to recreate them on each computer.  Is this how it currently works or am I missing a setting?

I want to have a field when looking at a requestor’s ticket that will also list the other tickets they currently have active. Is there a way to do this?

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? 

After changing default to Requests instead of Incidents we’re not receiving tickets.  I tried switching back but it did not change anything.Also, the Help Desk > All view is broken.  It shows various entries but no values are populated.  Just blank fields for the 10, or so, entries.

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

Is it possible to edit the default basic/advanced request templates to remove the statement "If relevant, add this Request details to the Knowledge base. Close the Request." out of the notes of those templates?

Hiya,In Analytics > Dashboards, There is a ‘Group by’ option for ‘SR Custom List 1’. I want to create another option to group by. I can find the ‘SR Customer List 1’ in Customize > Lists,but after creating my custom list, I cannot see an option to add it to the group by selection?   

Hi there, I’ve run into a bit of a head scratcher. The “Time to Repair” timer is still accumulating on a “Incident” service record that is in the “Waiting for Customer” status but I think I’m going blind. Is there something wrong with the below logic?   (Service Record Type = Incident And (Status <> Closed Or Status <> Rejected Or Status <> Customer Test Or Status <> Waiting for Customer Or Status <> Workaround Or Status <> On Hold Or Status <> Resolved Or Category <> Releases)) Timer screenshot    

How to assign action item to multiple user or a group? I created an Approval action item, I need to assign this action to multiple user or a group of people, how can I do it?