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Help Desk

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

  • 301 Posts
  • 852 Replies
301 Posts
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Edr Help DeskNew SysMate
posted in Help Desk
Same title/subject tickets

Hi, my users normally just copy and paste old emails text to resend it as a new ticket but because of that some tickets get merged into 1 because they have the same subject/title on the email. Is there a way I can disable this feature?

110
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4 years ago
Schluchtmann
Community Enthusiast
SchluchtmannCommunity Enthusiast
posted in Help Desk
Category bummer... For us really bad.

We have a major problem, after Sysaid in there wise days changed the security in category's. In former versions, category's will not show up in the default view if you are not allowed to see them. But in the newer versions, even if you are not allowed to choose the category with your admin rights, they will show up in the default view. This is a mayor issue for us, because we need to work across the whole company with the cases. So we cant use the setting only see admin groups SR's. We always had hidden HR cases with this setting. Do anybody else run into this issue? or can you provide a solution to remove certain category's from the default view? Maybe with filters? All the best Michael

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LizaD
4 years ago
T
TamarahNew SysMate
posted in Help Desk
Questions regarding the REST API

Hey, I have two questions regarding the REST API. 1) How can I get archived tickets via the REST API? I only get an empty array whenever I try to access one of these, e.g. https://loparex.sysaidit.com/api/v1/sr?ids=5000 2) Is there a bug in the field total_time? The value and valueCaption always contain the ticket id but not the Total Activities Time we are looking for. For ticket #6000 that looks like that: { "key": "totalTime", "value": 6000, "valueClass": "", "keyCaption": "Total Activities time", "valueCaption": "6000" }, When I look in the frontend, I should get four minutes instead of 6000. And it’s exactly the same way for every ticket. Thanks a lot! Tamarah

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4 years ago
A
ABQHCHNew SysMate
posted in Help Desk
Non Admin Receiving Incidents, as planned

Hello I am a Sysaid newbie. Our IT Sysaid Administrator has left the company and we, as an IT Department, are trying to figure out an issue and how to resolve it. Our facilities manager (Chuck), who is an administrator, had his incoming incidents setup to where one of his employees, Elton (epoolx11) would automatically have the incidents assigned to him. Elton was NOT an administrator; he was an End User. Elton has also left the company too and his sysaid account has been removed from sysaid as well. However, Elton still shows up in Sysaid as an 'Assigned to' option. Please see attached file (screenshot). We would like to know how to get rid of Elton showing in Facilities Routing Rules (if that is what's causing Elton to show as an Assigned To option) as well as adding a new employee (End user, non-administrator) to be automatically assigned Facilities incidents. Pardon for not explaining well as I am trying to understand the workings of sysaid myself. Thank you, Steve G IT C

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4 years ago
Oded M
SysAider
Oded MSysAider
posted in Help Desk
Other than email and self-service portal, what's your top channel of choice for users to contact you

Email is the primary channel, but what other channels would work for your users to be in touch with them regarding the service you provide them?

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A
4 years ago
H
HachifacNew SysMate
posted in Help Desk
API create service request with specific type

Hi! I can succesfully create a service request using the API, but it doesn't seem like I can specify the request type. It defaults to Incident, but I'm trying to create it as Request. In the JSON, I tried to add "type": "request" and "sr_type": "request", I tried numbers, stringified numbers, I tried the same two keys in the info with the fields. I also tried to update the ticket after creation, with the same values above, but to no avail. Any leads? Thanks!

580
H
4 years ago
K
Community Enthusiast
kmacg2Community Enthusiast
posted in Help Desk
Admin login gets redirected to End User Self Service

Using SysAid Cloud Free edition, account 'katoni' I have had AAD Login setup for last year or so and have had no issues logging in previously, but this is the first time I have attempted to login in several months. Now whenever I attempt to logon I am automatically signed in via SSO and redirected to the End User Self Service portal, but I can't for the life of me work out how to get back to the Admin portal. Any assistance greatly appreciated.

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K
Community Enthusiast
4 years ago
G
Community Enthusiast
Grumpy old gitCommunity Enthusiast
posted in Help Desk
Display a message

Hi all I would like a message to be displayed when a certain category is chosen by the end user. Any ideas on how I can accomplish this? Tom

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G
Community Enthusiast
4 years ago
S
Active talker
Sean Et CeteraActive talker
posted in Help Desk
Require the Request User field be filled when an admin creates a ticket

I'm hoping this is a very simple setting I am overlooking but after a support ticket to increase the number of rows viewable in top section from three to four my admins have been able to create and close tickets without a request user being required. Considering there are only 2 closed tickets in the system with "none" as a user since 2014 and over 200 that are flat-out blank since the day of the change in April this year, I'm hoping I can just flip a bit without a support call. If anyone can guide me in the right direction it would be greatly appreciated.

350
S
Active talker
4 years ago
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Community Enthusiast
erick_correaCommunity Enthusiast
posted in Help Desk
Filter to Export to Excel does not work

Hello, when filtering the ticket search it is displayed correctly on the screen but when exporting to Excel, the filter that was placed does not work and the report is incorrect. Does anyone know what the problem is and how to solve it?

790
B
4 years ago
Steve_IT_FPST
Active talker
Steve_IT_FPSTActive talker
posted in Help Desk
Status Drop Down is not accessable on specific ticket

I have a ticket that I have been working on in my On-Premise system that will not allow me to change the Status of the ticket. The drop down feature is not available and the box seems to be greyed out. The ticket is open and it is set to a Status of Researching (Class for that status is Deleted/Ignore). I have other tickets in a status of Reearching and I can access the drop down on those with no problem. Any ideas of what might be causing this one ticket to act this way?

1260
Karlson
Super SysMate
4 years ago
Danny Tashiev
SysAider
Danny TashievSysAider
posted in Help Desk
Merge Tickets FR 26619 - Released in 18.1.20

Often your help desk queue can get cluttered with lots of tickets from similar issues. Having to deal with each ticket individually can unnecessarily take up a lot of your time. Not anymore. With SysAid’s Merge feature, you can easily merge together all similar tickets into one central ticket. Just select all of the tickets you want to merge, and Click the Merge button on the top of the list. Next you’ll see this screen. Here, you can log the reason for the ticket merge, select the primary ticket, and if you have the right permissions, you can override the default settings for what contents get merged into the ticket and what status.Once your done, click Save, and presto! Now your queue is no longer overloaded with repetitive issues and you can get a better sense of what work is really on your plate for the day. Take a sip of coffee and move forward with the business of efficiently resolving your users’ tickets. For more information on merging tickets and setting up the default merge s

2400
DenaWF
4 years ago
A
Alex_K_FFMNew SysMate
posted in Help Desk
Older SysAid installation files

Hey all, we have a broken Installation of SysAid so as a workaround I Need to install the same Version on another Server, move the database (we want to have the database on the same Server as SysAid) and updgrade it one by one Patches. I got an older Installation file by the support (19.2) but for being able to install the current Version 20.2 i Need to install 19.4 first. I searched the Website many times but all I find are the patch notes of 19.4 but no download link. Can anyone tell me where to find it?

780
Karlson
Super SysMate
4 years ago
J
JagnutsNew SysMate
posted in Help Desk
broke my view

hello tech team, I just broke my incident view and not sure how to get it back. I cleared the static field under customize view, click save and then it blanked my view. Now, when I click on incidents nothing shows up. How do i get it back?

4260
L
Community Enthusiast
4 years ago
D
DanielHNew SysMate
posted in Help Desk
Reusing SR Custom Lists - Chaning/Deleting Values

Reusing SR Custom Lists We have a Service Request Custom List (cust_list2) that I would like to re-use. I'm not fussed on the data associated with this field in previous SR's. However for me to remove options associated with this field previously I get an error. The selected value(s) ('value') is being used in one or more Service Records. To delete this value, you should update the relevant Service Records first. I have tried via sysaid to change this on multiple SR's but it does not seem to work. So I went to the database and change them directly, easy done, but this is not reflected on the SR in Sysaid. I am changing 'dbo.service_req.cust_list2' is there somewhere else this is set per SR? Any assistance would be appreciated.

500
D
4 years ago
D
DadManNew SysMate
posted in Help Desk
Notifications HTML

Hello everyone! I need your help. I'm creating a workflow for a request and sending custom email with alert. Editing the "Workflow Notifications" under the menu "Service Desk Templates" the system recognize HTML in the right way. The problem is when i try to edit " Notifications" under the menu "Customize". I paste the same code used in the Workflow notifications, but when i recieve the mail, all the "<" of the html's tags are repalced with a "{". Has anyone ever encountered the same problem? Has everyone a solution? Thanks

650
alefabian
Active talker
4 years ago
T
tfcumnNew SysMate
posted in Help Desk
Notes not saving to an SR for users when using the Self Service Portal.

Frequently when my users are adding notes to SR in the Self Service Portal the notes are not being saved the SR this happens in both IE and Chrome. I have played with the compatibility view settings and it didn't help, have played with the IE zones and it didn't help. I can't be the only one experiencing this problem.

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T
4 years ago
G
Community Enthusiast
giosalCommunity Enthusiast
posted in Help Desk
list of all software installed by get or post rest api

Hello. I installed Sysaid on a server and installed the agent on all the machines in my LAN. I would like to know how it is possible with http rest api calls to have a list of all the software installed on all the machines. thank you

170
G
Community Enthusiast
4 years ago
E
Community Enthusiast
erick_correaCommunity Enthusiast
posted in Help Desk
HTTPS Certificate Problem in WebSite

HTTPS certificate does not work correctly, it presents an error, the site is https://altioracorp.ourit.support/

210
M
4 years ago
P
Active talker
paul.lawrenceActive talker
posted in Help Desk
Set Relational multi-value list via escalation rule

Love the new multi-value relational list option. Is there a way to set multiple values via email rule or escalation rule? We've tried a few different syntaxes (values separated by comma or space) but that hasn't worked although oddly enough the when separating by comma we do get two null values in the field.

250
P
Active talker
4 years ago
Oded M
SysAider
Oded MSysAider
posted in Help Desk
Life just got easier with Merge Tickets

Don’t you just hate when your support queue has multiple tickets about the exact same issue? Ok, so the Marketing printer is jammed. You got it. There’s no need to have 100 different tickets about it. It’s not like that’s going to help you solve the issue any faster…. Right? Well...that’s all about to change with Merge Tickets Find out how to keep your ticket queue clean by merging overlapping tickets. You can view a short video documenting the Merge process on the Cloud Latest Release page (https://www.sysaid.com/product/cloud/latest-release). * This feature will be available in the next on premise release - beta scheduled for April

4130
S
4 years ago
DragonPower
DragonPowerNew SysMate
posted in Help Desk
Setting the categories from a query string in order to create a Favorite

I am playing with the favorites query string to see what it lets me do. Currently we have a basic incident template that most SR are fed from. There are some things that I do personally that I do not think warrant adding extra templates. Some common categories I use for instance. I am able to save this URL to set the Category just fine https://[accountname].sysaidit.com/SREdit.jsp?id=0&fromId=IncidentsList&SR_Type=1&templateID=206&status=2&problem_type=Alert Where Alert is a Main Category for us. I also set the status based on its ID. 2 = Open for me. I can't seem to be able to set the Sub-Category this way (havent tried Third Level). I have tried the following in the query string without the desired result problem_type=Alert_IT_Query problem_type=Alert&problem_sub_category=IT The former matches the API approach so I thought I would give it a try but that just set the main Category verbatim. Using problem_sub_category has no visible change. How can I set the sub and third level cat

410
DragonPower
4 years ago
R
rwandaCCNew SysMate
posted in Help Desk
CMDB TAG

hello, We need to use the CI name in SMS message. the Question is how to write the $ Tag correct TNX for your help

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alefabian
Active talker
4 years ago
Spikeycloud
Active talker
SpikeycloudActive talker
posted in Help Desk
Deleting notes out of a template

I put a note in a couple of templates but I cannot delete the note anymore. Now the not appears in every ticket which is a problem. Is it possible to delete the note out of the templates without making all the templates again?

650
C
Active talker
4 years ago
B
Community Enthusiast
byransaysCommunity Enthusiast
posted in Help Desk
Email notifications sent to General Group as well as Admin Group

Hello, We use Sysaid for many things and one of them is for our Facilities staff to track and solve tickets. We have 2 guys at a location, and they are in a General Group in Sysaid. They get an email when a ticket is assigned to them which is great. The issue is that one guy may close out another's assigned ticket. This is where they would like to get an email stating that it was closed. They are not admins, so they do not get the closed messages unless it was attached to them. This is on a Sysaid cloud-based environment.

2480
alefabian
Active talker
4 years ago

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