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

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  • New AI Service Desk Feature Roll-Out, Talk to Us!

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    DenaWF
    Topic New AI Service Desk Feature Roll-Out, Talk to Us!

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    Article by
    Maayan Karstaedt
    Maayan Karstaedt
    Topic SysAid Product Documentation Revamped !
307 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 [5]. A few important notes: This update is relevan

479614
Maayan Karstaedt
SysAider
M
MDwalkerNew SysMate
asked in Help Desk
Action item fields do not populate in request

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.

31
SysAid Copilot
SysAider
L
LAU86New SysMate
asked in Help Desk
ERROR WHEN CLOSE A TICKET, BLOCK BY ANOTHER USER

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

243
simonamirza
SysAider
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Importing Categories

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

355
R
Active talker
A
awagnerNew SysMate
asked in Help Desk
Ticket views

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?

132
A
J
Community Enthusiast
JamesTNapierCommunity Enthusiast
asked in Help Desk
List Requester other tickets

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?

91
simonamirza
SysAider
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?

594
P
S
StunningArenaNew SysMate
asked in Help Desk
Not receiving emails to help desk

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.

271
E
SysAider
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?

683
C
SysAider
D
Community Enthusiast
david.yorkCommunity Enthusiast
posted in Help Desk
Edit Default Basic/Advanced Request Template

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?

1446
B
Community Enthusiast
R
Active talker
rdtjbrownActive talker
asked in Help Desk
SR Custom List 1 - Location?

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?

712
R
Active talker
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Timer - Still accumulating

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

642
R
Active talker
D
dominicsun134New SysMate
asked in Help Desk
How to assign action item to multiple user or a group

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?

761
L
SysAider
G
grozicNew SysMate
asked in Help Desk
What is happening with SysAid support?

Hello everyone. Is anyone else having issues with responses from SysAid support? We have been sending them emails directly and trough the web site since July and we haven’t received a single response. Our account has expired and we aren’t able to get someone to enable it. Also someone from SysAid contacted us for new licence prices and when we asked about the account, no response about that. But of course the new licences were sent. Any suggestions how to get in touch with someone to enable our account? Even telephone calls didn’t work. Best regards!

1001
raluca.zarnica
SysAider
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Customize List - Valid for User Groups

Hi there, I have a general question, when it comes to customizing lists, is the “Valid for User Groups” only available for system/default lists? I’ve noticed that on the custom lists I create this option is not available?

290
R
Active talker
R
Rian StuartNew SysMate
asked in Help Desk
Unable to link tickets

I have created a problem ticket, and now want to link all the incident tickets to the problem ticket that are relevant. I have searched everywhere for a field that resembles Link, Related, Merge etc. and cannot find it anywhere as an option on any of our templates or forms. There’s no sign of any of these options within any ticket types either. I don’t understand why we can’t link tickets, or at least link incidents to problems out of the box with a help desk tool?!

380
R
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 = O

632
R
Active talker
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? Tnx Yosi

792
A
SysAider
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​​​​​​

401
gabriel.lupu
SysAider
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.

523
A
SysAider
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?

411
raluca.zarnica
SysAider
S
stucolNew SysMate
asked in Help Desk
Sysaid not working

Sysaid Australia not working

682
A
SysAider
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?

341
C
SysAider
M
Active talker
mszcActive talker
asked in Help Desk
Escalation Rule not working in some tickets

SysAid Edition / PackagePro Plus Edition Build 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?

772
M
Active talker
S
Active talker
SAMMYLUCActive talker
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?

442
C
SysAider

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