Help Desk

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

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.

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?

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?

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

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?

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?

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.

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

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.

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

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

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.

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

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

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

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?

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.

I have my date format set to American but it is displaying in European. I really need it to displap as MM/DD/YYYY and not DD/MM/YYYY any one know why this is happening? thanks Peter

Hi, I have found a reflected XSS vulnerability in 20.1.11. I have not had success getting in contact with anyone by filing a ticket. Can someone point me in the right direction with regard to who to talk to about this vulnerabilitiy? Thanks,

Hello All, Is there a way to assign more than one email address to an administrator in SysAid? For example. I created a template admin account named "Helpdesk". When a ticket gets assigned to this user, I'd like to be able to have SysAid email "helpdesk@domain.org" as well as another email address. I'm looking at the user creation and properties page and one of the fields has the area you can enter in their email address, but I'd like to be able to put two in there. I tried to put "helpdesk@domain.org; user@domain.org" but it won't register or send to either one. Let me state what the goal is here to see if this helps in the case anyone has a better idea of how to go about this in possible a better way: Management has requested to create a single group that when a ticket is assigned to this group, a wide variety of staff and departments get notified and can all work within the ticket. The goup has to deal with network login changes. As of now, we have it setup where one team gets

When I try and access my account, it goes straight to the error.jsp page. I tried going through Chat, but was sent to three different people, with the last one just seeming to vanish as I had no response for 15 mins!! One of them suggested that the free license had expired. Something similar occurred back in 2017 and someone at SysAid just extended it and it started working again. Please help!! I have records on there for support calls since the lockdown that I need for invoicing. Thanks Paul

Morning all, One of our admins needs to link to specific tickets from a spreadsheet, but there is an issue with the links sometimes taking them to he Admin portal. I've tried a few different formats but sometimes the links still take the admin to the admin portal. http://helpdesk/SREdit.jsp?id=33369&fromId=List http://helpdesk/SREdit.jsp?id=33369 http://helpdesk/SREdit.jsp?QuickAcess&id=33369 I have made sure that the user is logged in, so that isn't the issue. Does anyone have any suggestions?

I have got email piping working. When I send an email it just gets allocated to the default category. How can I set this in the email? While back I found a help file that gave you all the tags to use but I can not find it now!

How can I go about getting our site (alpinesecurities.ourit.support) removed and how to I remove my forum login? When I try to contact support to do this I am not able to. I just get a message telling me my login has expired and to contact login@sysaid.com for help but that returns an NDR as an invalid address. Thanks