Help Desk

Hello. We have an issue where email integration is partly working.Help desk tickets are created as expected when an email is received, and the person who raised the ticket gets notifications about status changes just fine.The problem is that if we send a message from the ticket, the email is never received.We noticed this around a week ago, when we had a complaint about lack of updates, but it may have been going on longer. Does anyone have any ideas, please?Thank you##updateI opened the classic interface and tried from there - which succeeded. I then went back to spaces and that now works too.

Good morning,Could somebody share the default notification HTML code for ‘Email to administrator regarding a Service Record’ ?My version history goes back to 2020 but has zero formatting, it is just plan text.

Can the default value be changed for the Resolve Service Record?  Would like to change the N/A to one of the lists options. Trying to limit the number of clicks to close a ticket.   

Good morning, I have a couple of ‘Change’ SR type templates that I want to link to the self-service portal. I just wanted to ask if this is possible as there is an incident / request submission form section but not one for change? I’ve tried linking the template using the a request target URL in the service catalogue:E.g. /submitSR?populateSR_id=######Is there an one  for change service records?E.g. /submitCR?populateSR_id=###### When pasting in the change template ID into E.g. /submitSR?populateSR_id=###### I just get an error message trying to open the self-service tile (there was an error with the template) after confirming there are no issues with the catalogue.

Non of our SLA timers are pausing when they should.  Has anyone else had this issue?

Hello,Please, we’ve implemented a change management process.I’d like to know how we can track post-production follow-ups with their respective timelines directly within the same change ticket.

So I have noticed that we cannot edit resolutions. We can go into a ticket and see the resolution. We even get the triple dot menu to the right of the resolution and we CAN click on Edit. This action does in fact make the text editor visable. However, any attempt to actually change the text inside the resolution is not allowed. Then when you exit the ticket it asks us if we want to discard or save the changes the changes, when nothing has been altered.Thanks,Ryan

Hello,I am currently reviewing the Password Service configuration in my environment and would like to clarify a question before enabling automatic notifications for end users.The desired scenarios are as follows: Account Locked: The user should be notified when their account is locked. Password Change Completed: The user should receive an email confirming that the password has been successfully changed. Password Expiration Warning: The user should be alerted a few days before their password expiration date. During my validation process, I identified that the first two scenarios appear to be available for configuration through the administrative console. However, I was unable to locate a native option in the system for the third scenario (password expiration warning).Therefore, I would like to confirm whether it is possible in SysAid to send pass

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

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

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?