Help Desk

Hello All, Trying out the free trial of Sysaid running the Saas environment. I installed the RDS installer on my Windows 10 machine and noticed that the RDS instance does not appear under RDS in the Network Discovery settings. What am I missing? Also, when I install the Sysaid Admin tools and enter my URL, Account name, and serial number, it says those are invalid. What am I missing there too? Thanks for any help. Jerry

Is there an endpoint to get a list of attachments so a SR via REST? I find an end point to create the attachments, but nowhere to get the attachments.

Hello, we have a following problem. So we wanted to Import a Excel.csv data to the categories, but we don't know which seperator we need? With a ; "simicolon" it doesn't work, so can someone help us? Greetings Aron

Hi, I have a chatbot which opens tickets on Sysaid, so we use its api to create the session before open the ticket. But takes 60 secs to open this session. How can i improve the performance?

Hi there, We are looking to implement Service Requests, the issue I have is that I do not appear to be able to have my engineers raise activities to the Service Request. Is this possible? It is essential that I am able to track time on the individual requests. Many thanks, Rysz.

Hi, We have a question on how does the auto ticket despatching and routing work, what takes priority ? For example if we have a group of admins in a single group but from location 1, 2, 3 and 4. Someone logs a ticket from location 3. Help desk routing is setup to say tickets from location 3 goes to admin in location 3 I'm asking routing takes priority but we'd like the best of both worlds, where we want the auto despatching to work in the round robin way across all admins but with a bias to admin location. Is that possible ?

Hi All, can I add more sr.cust_list options to the translation file e.g. sr.cust_list3=Device Type sr.cust_list4=Components because if I do it does not show in the system when I upload the translation file, is there something I'm missing or is it just not possible. Currently running latest version of SysAid 7.0.04 If anyone can also help me out at /Sysforums/posts/list/5077.page thanks all Warren

Hello , This is my first time here, Sorry if I'm not in the right place. i have some windows 2012 r2 server with Sysaid installed. they have high cpu usage. Can you help me ?

Morning, Is there a way that you can have an Incident template within the Self Service Portal, set as the default template for a specic set if users? Please note nt all users will need to see this template. I have creatred a Sub Type and also added the fields I want to the template, but unable to see how I can apply that for certain users. Help appreciated.

We seem to have a puzzle with formatting tables to appear correct in Outlook. The section I am referring to is under Settings (Gear) > Customize > Notifications > Specific template name for the administrator and user notifications. When looking at the code in an html editor it looks great (see images). When the email comes into O365 Outlook, it looks as if the tables are blown up to 3-4-times in height/size that they should be (see images). Same view issue in Outlook Mobile. When looking at it in Outlook Online, the table is formatted properly, but you need to scroll down 2-3-pages to see it. Other mail systems (e.g. Gmail) seem to show the formatting properly in email online. Reference attached template: administrator-template.txt Open to suggestions as we have tried several different approached with no luck. Everyone uses Outlook with a few using Outlook Online, so getting it to work for Outlook is the goal. Thanks!

As a department manager I find myself constantly changing my filters. Is there a way to save filters settings to be used as a single click. for example see all new cases. or see all cases assigned to user xxxx or whatever. Thanks

I am unable to read images on the gallery viewer when displaying attachments. I dont want to have to download all of the attachments before "viewing" them. It defeats the purpose of attaching them to the SR. I want to quickly be able to review all pertinent images to the SR. Anyone have any solutions?

I was curious if there was a way to add other remote control options for Assets? If Remote Desktop (RDP) can be used, could Windows Remote Assist be called, as well? We don't (or can't) use RDP or VNC for client computers. Windows Remote Assist, however, is built into Windows machines and could be used to see the client's desktop. Should this fall under a feature request? TIA

When we change an Incident to Request, the status changes to New. We often change Inc to Req after the ticket has been closed (eg if doing a quick audit of ticket quality), so it should not change the call's status from Closed to New. It would be helpful to at least have the option NOT to change status of ticket.

Hello, currently I have an email rule that adds the location to an incident submission via email to show as "Email." The way I got this to work was I added "Email" as a custom Location in my List settings. The reason for this is my custom notifications would show that Location field as blank if it wasn't populated. However, with the addition of "Email" in the Locations list it now shows as a selection in the Self-Service Portal when it is used to submit an incident. Is there a way to strip "Email" as being shown in the SSP, but still allow it to be used via email submission?

While setting up some new request templates, I noticed that the "Notes" section is pre-populated with "If relevant, add this Request details to the Knowledge base. Close the Request." Is there anyway to remove this? It is automatically included in any email notification sent to the user about their SR since it's considered a note. I tried creating a completely new template, checked the sub-type template, and I can't figure out how to remove this. Thanks

Is there a way to pin the header row to the top of the lists, so when I scroll on the assets page or the HelpDesk page, I can still see all the column headers? If there is not a way to do this, can it be added to a list of desired features/options for a future release?

Hello, It is very expensive to add a Button for preview a Customized Notification in SysAid CSS? Or perhaps a Sendbutton and a Textfield for a testmailadress, where can send a testmail? It is overelaborate to customize a notification and test it! Or is there another way to test this? 😳 thanks in advance Marco

We love merge tickets!! One question though. When we merge tickets, the ticket status changes to 'merged closed'. However if the new 'main ticket' is updated the merged ticket is reopened with the status 'Under Investigation'. It is really annoying where there are lots of merged tickets. Is there anyway of stopping it?

Hi Team, need your assistance and advice that I encountered SysAids unable to launch to see the webpage last Friday. I copied the SysAids database from other server 123.40 to current SysAids server 123.29 earlier and performed restore. But encountered no response from the web page whenever I tried to run it. Restarted the server but problem still persists. Any remote assistance to my server will be welcomed. And I seek your expertise relating to database to be run under SysAids structure program. Attached is the wrapper log file for your analysis to narrow down the problem.

Hi, Apologies if this is the wrong place to ask this, I am trying to make the ticket flow a little more logical. Example: We have an Asset in the Asset list in Sysaid. One of the fields is a Location List in the Asset. We also have a Location List in Incidents. Since an Asset is always at the same Location, and since the Location is already configured in the Asset; There should be a way to set the Location in the Incident after selecting an Asset. The 2 fields reference the same List, so when an Asset is added, the Location field should be tied to the information saved under the Asset. Is this possible in Sysaid? Cheers

I would like to prevent from a group of administrators from creating incidents for another group of admins. For example, a level 1 tech is assigning things directly to the network admins. I would like to only allow the level 1 tech to assign it to level 2 or the Help Desk. Thanks

Part of the refreshed UI included an activities control in the SR form that opened a pop-up window when you hovered over the View Description icon.We’ve updated this element with a new lightbox that you can move or resized to allows you to fit the viewing experience to whatever is most comfortable on your screen. You can also toggle between activities, and easily copy the text of an activity. New type of custom field – sometimes the date is not enough. For more information about using fields the SR form, please see our online help.

This is what I am trying to accomplish with workflow notifications. The workflow is working correctly. • User submits a request (can include attachments or screenshots) • Customer Service receives request and approves/denies request • Customer Service Manager receives request and approves/denies • Once approved by Customer Service Manager, a workflow notification email is sent to our development vendor (external to the organization and does not have access to SysAid) o The email contains the Category, Second Level, and Third level categories, Title of the SR, the description and any notes associated with the SR I would like to have this workflow notification also include any attachment or screenshot that was originally uploaded when the user created SR.

How to get status of service request along with the list of service requests