Help Desk

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 te

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

Hello. My name is Isaac and I'm exploring the SysAid BI Analytics module for the first time. I have the following questions: -Can I change the order in which the values of a field are ordered in a chart? Take for example, the field Priority. I see the Spanish names of the values in the order 'Very high', 'low', 'mid-to-high', 'normal', 'high' In piled up bar-charts, they are displayed in that order, which is not intuitive or friendly,.I'd naturally like them to be ordered from lowest to highest, even if that means I order the field values myself. -Can I build my own custom sheets and charts? For example, I would like to have an equivalent to the chart "# Open SR by Age and Priority", but have it be by Age and User, one chart for each group of users. I see in the charts containted in the sheets that I can only modify some of the fields, and bring in some of the fields, but not "just any field". -Do I have a way to know any of the following through the BI module?: * How many SRs are

Buenos dias, algien sabe si en sysaid se puede hacer una categorizacion automatica de tickets, para estos que sor recurrentes , mismo tema misma prioridad mismo todo y son tickets del diario?

when I try to attach a file it shows me the following message and does not allow it. Cannot upload file: No such file or directory

Hello, We are trying to setup a workflow that will set the process manager via a user field in the workflow, but process manager is not an option. I only see Assigned To, however that is not putting it in that persons queue.

Hi, I did an export case excel file, but it seems not to be supporting a local language. What Should I do? Regards,

Hi, I´m trying to understand how work this part of the SysAid Help Desk. What I want is to know how work this section "Enable Priority Matrix" because I want that the ticket automatically change the priority or urgency based on the impact of the ticket when the customer makes the service ticket. Thanks!

If i go into sysaid and go into a ticket and copy the link and add it as a hyperlink in a word doc i try to click it and get re-directed to https://domin.sysaidit.com/Home.jsp rather than into the ticket. If i use the same copied URL and place it in an email or directly into a browser it also works Any ideas as to why its re-directing me to the home dashboard only in word hyperlinks? I am also signed into Sysaid when testing all this and it happens to everyone. thanks

Hello. In our company we have 24/7 'Operating Time' set on the assigned SLA. Not that we work 24/7, but we do have a stand-by team that is activated to resolve issues that arise outside office hours. We have to keep record of time to respond / resolve for these issues as well, and we also have 'Escalation Rules' that must be triggered 24/7. Thus the need of 24/7 'Operating Time' set. The problem is that this way, all open tickets will burn SLA time if we leave it open by the end of the day / weekends. So we have the need to "park" it. Since there is no obvious Status to use for this matter, my idea is either to rename an existing one, or create a new one. But can't see a way to set whether it will sum up SLA time or not. How can I tell which ticket Status count towards SLA? I see that, for example, 'Pending for Others' status doesn't count, but can't find where to check / set this. Even if I create a new Status record, how can I set it to count or not to count? On Customize -> Lis

Hello Sysaid folks, Currently we have an escalation rule that automatically assigns any status 'new' incidents to our level 1. The issue we are having is that any job that is unassigned and has a status OTHER than 'new' does not get auto assigned. Creating an escalation rule that assigns all incidents with status 'active' and a blank assigned field, just assigns ALL active tasks to the level 1, even when they were already assigned. So my question is: How can I create an escalation rule (or similar) that automatically assigns any UNASSIGNED incidents to our level 1, after they have been sitting unassigned for 15 minutes, regardless of their status. Cheers

Hello, I tried to open a new topic last week but it does not appear, so I'm trying again. I am new to BI Analytics, and I would like to know if there's a way I can build my own charts or modify more freely the existing ones in the sheets present in the module. For example, there's this chart: "#Open SR by Age and Priority". I would like to see this same chart but, instead of Priority, see it by Age and Admin Group, by Age and User, etc. And the same with other charts, some let me change one field but not the other(s). I would like to change any of them, or have a way to build my own charts from scratch in templates similar to the ones present in the sheets. Can I do that? And, related to this: can I create my own custom sheets with charts of my own making and/or choosing? Thank you very much! Best regards, Isaac

Hello fellow SysAiders, I apologize if this has been reported previously, but I was not able to locate another post covering this topic. We have recently upgraded to the new UI, and are having a great time, but have noticed some display issues. (See attached) When the horizontal space is limited, fields to the side all begin to overlap, to the point they are illegible, unless 'maximized' again. Is this a known issue, or a browser setting, perhaps? It would be nice to be able to adjust the horizontal size without losing view of the contents of the screen. Screen is Firefox 72.0.1 64bit Thank you, and we look forward to your feedback, HD-108P

I was updating some incidents and the site crashed, I got: Internal Error No#4445 com.mysql.jdbc.exceptions.jdbc4.MySQLSyntaxErrorException: Unknown database 'alpinesecurities' Now when I go back in to the site don't see any incidents, assets or users. Site is: alpinesecurities.ourit.support

Hi All, Can anyone help me? I'm trying to produce a report to see if my SD have hit or breached all SD tickets for p1 through to p5, each with different timers set. Thanks in advance, Guy

Good afternoon. I've downloaded the Iphone app and can not figure out which URL needs to be used. It asks for the following: URL: Username Password I've used the URL that I typically use in Chrome on my laptop that I use daily. Am I missing something? Where could I verify the correct info that needs to go into the app. Thanks in advance!

Is it possible to send a workflow notification to an email address inside or outside of the company? Right now it seems to only work if you choose a person from the browse option.

I know how to edit my email notifications. What I don't know, is anything HTML related. I would like to pretty up our notifications with our logo. Does anybody have an HTML template that I can look at and adapt as my own? I just don't know where or how to begin. Thanks.

Anyone know how to remove existing custom views? We removed people from our department and their personal custom views are in the list and I would like to remove them...

Hello, In short, we need to stop counting time towards SLA at night and weekends, for all non-critical tickets that remain open. The only solution seems to be creating a new Status that doesn't count towards SLA, and manually set all non-critical open cases to this status by the end of each day, changing it back next morning. This is not practical, but seems to be the only way. 'Operating Times' for our SLA must be set to 24/7 because we have a stand-by team that must respond to Critical cases that arise outside working hours, and resolution time must be accounted towards SLA. An alternative would be to set two different 'Operating Times' on the same SLA, which is not possible on Sysaid, or to set two different SLA's for the same company with different 'Operating Times' each, which is also not possible on Sysaid, as far as I know. If no better solution exists, I need help to create a new Status that doesn't count towards SLA. When creating a new Status record, how can I set it to co

Hello, We have completed a New hire request form. We have a custom field that contains the employees name. I would like to use that field as part of the notification to the admin to have the subject line read "New Hire Request for EmployeeName. Do I just use the custom field name (sr_cust_empname)? - Chris

We setup an escalation rule to auto-Archive service records after 30 days. But when implemented it starts to process SRs and it spams all admins and end users with notifications about service records being modified. We stopped for now because want to prevent all of these Archive-related notifications. We setup a filter manually on each admin to "only allow Archive Is Not Yes" and it worked... but all of our end users also have "Receive automatic SR email notifications" set to "Yes - Receive all notifications" .. and we did not think it was right that we would need to manually set this for hundreds of users and we saw no way to do this in-bulk. We are hoping there is another way or place in SysAid to set such a filter. Thank you.