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

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260 Posts

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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 [

415114

11 months ago

TLFCUNew SysMate

asked in Help Desk

Admin created ticket - no e-mail notifications

On-prem v22.4.45 b1When an admin creates a ticket and sets the status to assigned when creating the assigned admin does not get any e-mail notification. I have ‘assigned to changes’ and ‘assigned’ status selected in Notification settings under General. The notification works when the status is changed after the ticket is already created ,e.g. ticket is created as new then changed to assigned status. I assume this is not sending an e-mail because it only updates on changes and this does not trigger when the ticket is created as already assigned. Is there any way to make a ticket that is created with the admin assigned and status selected send an e-mail notification?

10 days ago

Joel_JoseCommunity Enthusiast

asked in Help Desk

i wanted to know could we create a template as given below

*Steps to reproduce* # # # *Actual results:* [REPLACE the TEXT with Actual Results]See attached +[name|^01_pics_without_links.png]+ screenshot for more details. *Expected results:* [REPLACE the TEXT with Expected Result]See attached +[name|^01_pics_without_links.png]+ screenshot for more details. *Additional information* [REPLACE the TEXT with Additional information]

1 month ago

jsidotiGuru

asked in Help Desk

changing request user to email address not in the system

Afternoon Folks(This is a post merger scenario)The company we merged with was using Salesforce as their Help Desk (not recommended) and while I have all of the company end users using Sysaid we are still getting external users submitting requests thru Salesforce.I do have a rule in Salesforce that forwards those requests to helpdesk@mycompany.orgMy current issue is those forwarded requests show with a request user of myselfI’d really like to be able to change the request user to the email address of the requestor I haven’t found a solution yet.. I’m hoping someone her has an answer John

1 month ago

KayTeeNew SysMate

asked in Help Desk

Default Views - Remove?

Hi, I would like to know if it is possible to remove the default views in the sysaid incident view menu? a lot of these aren’t necessary for what my team need to do and i would like to tidy it up. Is this possible and if not, is it something i can request? ThanksKT

2 months ago

DAckiCommunity Enthusiast

asked in Help Desk

Automatic creation of incidents

Hello, I need a simple way to create an automatic ticket each month in SysAid for several jobs. E. g. we have to check backup once a month and want to document that in SysAid for audit reasons. Thanks

2 months ago

Joel_JoseCommunity Enthusiast

asked in Help Desk

How can i deploy something created in sand box environment to production environment

3 months ago

LandersCommunity Enthusiast

asked in Help Desk

One view of all my assigned tickets and Actions

I am designing a new workflow and found that when I look at my open queue it only shows the tickets where I have been assigned as the Process Manager and not those SR Actions that have been assigned to me. How do I get a single view of ALL my assigned work?

4 months ago

Leon SymnzCommunity Enthusiast

asked in Help Desk

Change request user to another user

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE > Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

4 months ago

johnmNew SysMate

posted in Help Desk

Cloud , constant spinng " A" logo and "please wait " on helpdesk view

Just wondering if others are getting a spinning “please wait “ frequently ( and I mean 80% of the time at least ) on the cloud version. In our case we wish to look at open tickets and our list is usually 40 - 60 tickets./ It makes the view unusable My workaround is to go to Analytics .. Matrix and get to open or unassigned from there ( or use the mobile app.) I reported this to support but aside from advising the old possibility that we techies use when we have no real solution ( it could be antivirus ) it got nowhere I have replicated on several devices : win 10 and 11 ,some with sophos , some with MS Defender and on ChromeOS

4 months ago

seanickNew SysMate

posted in Help Desk

tien40New SysMate

asked in Help Desk

Automation for Specific Fields

Hello everyone! Just started a job that uses SysAid for our Help Desk and currently, I’m in the process of backdating and closing out a ton of requests by assigning categories, inputting solutions, etc. Just wondering if anyone had success automating this process on Python (or something similar) using SysAids REST API and if so, would be willing to provide tips or pointers on how to get started. Thank you!

4 months ago

DroneNew SysMate

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.

4 months ago

Leon SymnzCommunity Enthusiast

posted in Help Desk

Escalation Rules notification Custom Field

Good afternoon, I wish to use Escalation Rules to send notifications to the end user and also the defined user in DB field ‘sr_cust_test_listtt’. I checked the option ‘Notify these custom user(s) (DB field name only)’ and entered ‘sr_cust_test_listtt’ into the box but this doesn’t notify the person defined in that field in the service record. Is what I’m trying to do possible? If so, assistance getting this working would be appreciated. -Leon

4 months ago

Leon SymnzCommunity Enthusiast

asked in Help Desk

Email Rules - Change request users

4 months ago

zoewaltersActive talker

asked in Help Desk

How do you edit the "Send Message" field to match Notification templates?

The issue:When a Helpdesk analyst sends the requester a message from within SysAid - they don’t format the text in the box because they don’t have time. They just write a message and send.This results in a message that doesn’t look as professional as the end user notifications (which have custom tables and formatting), and because the “include SR details” is ticked by default, they forget to untick it. We end up with a message that looks like this: Is it possible to set a template to appear when you click the ‘send message’ box, so that the helpdesk analyst doesn’t need to format text - but the message sent out matches the other notifications? I may be missing something in the documentation - apologies if so.I would like these messages to look similar to my end user notifications with the same formatting, but not repeat the details (can we set it so that include the details of the Service Record is unticked by default?) I would like as little ‘work’ for the helpdesk analyst as possibl

5 months ago

jeffreyb60Community Enthusiast

asked in Help Desk

Configure template for mobile sysaid.

Hi, I need to find out how to add fields to the template for mobile app. We have a location field that is shown on the web version but is missing on the mobile app. Thanks all!

5 months ago

JRichardsonCommunity Enthusiast

asked in Help Desk

Using the end user portal in the cloud version

I have previously used an on premises version of SysAid where we used the end user portal instead of the self service portal. I now have a cloud instance and I can’t find the setting to switch to the end user portal. Is this available in the cloud version?

5 months ago

JRichardsonCommunity Enthusiast

asked in Help Desk

"Recently closed" list

In the self service portal, users can see their open tickets as well as “recently closed”. Does the “recently closed” list show all of their closed tickets, or only those closed in a given time frame (and what time frame)? I need users to be able to view all of their tickets regardless of when they were closed, but I can’t find anything in the settings or documentation on this.CheersJenny

5 months ago

JRichardsonCommunity Enthusiast

asked in Help Desk

Use of "cc" field in incidents

I support users who work shifts and need an easy way for them to communicate with their colleagues on the opposite shift to them. If I use the “cc” field in the incident form, does the cc’d user get copied in on all email notifications on the incident?

5 months ago

zoewaltersActive talker

asked in Help Desk

When linking child tickets, how can categories copy over?

We had a multi-user issue today, and when our tickets are raised, they come in with blank categories.Is there a way to force the child ticket to inherit the categories of the parent when you add the parent ID into the child ticket, when it has blank categories?It meant that our analysts had to manually update every category as well as the parentID today for 30+ tickets.

5 months ago

zoewaltersActive talker

asked in Help Desk

Request Templates - editing - how?

I’m trying to customise our Request templates but I am unable to move simple fields as the ‘Design Form’ isn’t available.I’d like to move the Notes field from the Close tab to the Request Details tab, for example - and remove some fields from the Request Details tabAm I missing something obvious? I can do this with an Incident template but not a Request.

5 months ago

lshahidNew SysMate

asked in Help Desk

Request Templates

I am trying to create a custom request template with my own questions. Is there a way to do this? I don’t see a “custom” action item to add to the template. Any help would be helpful.

5 months ago

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