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Help Desk

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

  • 285 Posts
  • 826 Replies
285 Posts
I
ibdilbertNew SysMate
posted in Help Desk
Survey URL issues

Survey Link in close ticket email is showing http instead of https. Where in the settings can I change this?

0
I
4 years ago
M
Mr TNew SysMate
posted in Help Desk
Automated New Tickets from Closed Ticket

Good afternoon all, I would like to know if there is a way to open a new ticket on a date in the future, based on a closed ticket? The scenario I would like to happen is as follows: New User Ticket is created possibly 8 weeks before the user starts. Ticket is assigned to an agent. Agent creates New User and all required system accounts and closes ticket Sysaid will then create a new ticket a week before the New User is to start to profile their PC/Laptop. Currently if the ticket is opened 8 weeks before the New User this means that we have a ticket sat around for 8 weeks which skews our ticket count and reporting. So being able to create the new user and close the ticket would be ideal, but we then need the automation for Sysaid to create the "profile kit" ticket 1 week before the start date. Any ideas? Thanks in advance

0
M
4 years ago
M
Mr TNew SysMate
posted in Help Desk
Automated future dated tickets

Hi guys, I am wondering if there is a way in which you can create a new ticket upon the closure of another ticket, but the new ticket that is created is set for a date in the future to actually be created automatically. Scenario A ticket is put in for a New Starter into the business, but that New Starter doesnt start for another 8 weeks. Ticket is assigned to an Engineer who will create all of the accounts on the system. However, now for 8 weeks that Engineer has a ticket sat in his queue until the week before the New Starter starts where he can then profile the PC/Laptop befoer then closing the ticket and sending the New Starter Email. So what I am looking for is the Engineer creates the New User and closes the ticket, this then generates a New Ticket which doesnt "appear" in either his queue or the unassigned queue until the week before the New Starter starts. Thanks guys in advance.

0
M
4 years ago
A
Adrian27New SysMate
posted in Help Desk
Access to sysaid database

Is there any way i could access the embedded database? is to just view the columns of the table and how they are being populated. while data is being entered for testing purpose. Thanks

0
A
4 years ago
Robert Ashley
Robert AshleyNew SysMate
posted in Help Desk
How are you logging time and documenting work performed?

Hello All! We are currently in the process of implementing Sysaid on-Prem v19.2.33 and are working through how we want the incident workflow to go. We require detailed documentation of the work performed by technicians as well as strict auditing of their work, and I am wondering how some folks out there are managing this. It seems intuitive to me that "Activities" would be the best place for logging time and steps taken, but there are a few problems with that: 1. Any carriage returns are removed when the activity gets entered, making this mostly unreadable if the notes entered are more than a few lines. 2. It's possible for an administrator to remove their own activity and have no history of this listed in the History tab, making this completely non-viable from an audit log standpoint. 3. More "quality of life" than the last two, but it's impossible to save the ticket without entering an end time for the activity, meaning they must either write all notes after the work has been p

0
Robert Ashley
4 years ago
S
Community Enthusiast
sysmanCommunity Enthusiast
posted in Help Desk
Deleting/Modifying Notes on 19.4 release

Why has the option to delete and modifying notes been removed on this on-prem release? I need this option back ASAP...is there anyway to turn this back on?

2
O
4 years ago
J
Active talker
JaneFrasierActive talker
posted in Help Desk
End User Permission

When an End User fills out the Submit Service request and they click on the Browse button for the cc, they get the message that they don't have permission. I don't see where I can make this change. Thanks.

2
PeterMArdo
4 years ago
M
Mohamed TourichNew SysMate
posted in Help Desk
License Expired

We cannot reach Sysaid anymore When I try to logon https://helpdesk.sysaid.com/Login.jsp?navLanguage=en-US It says Account expired! I mean we need this right now and I already arrange this account to be extended for one more year

0
M
4 years ago
T
TLaurieNew SysMate
posted in Help Desk
Admin create service record question

Problem: An admin from Admin Portal uses the new button to create a service record. It automatically assigns the service record to them and does not change when the admin group is changed to a group they are not in. How can I make it change the assign to to none if the admin group is changed? or Make it so the admin can only create new service request for the templates assigned to their group from the new button in the admin portal but be able to create any service records from the self-service portal. Thank you for your help.

1
brberglund
Active talker
4 years ago
col.sanders
Community Enthusiast
col.sandersCommunity Enthusiast
posted in Help Desk
Changing link for Password Reset

Hello everyone. I need to know how to change the link for the reset password on the login page. Please see the attached photo. The URL used is the hostname of the server, and we need it to be something different. Any help would be much appreciated.

7
K
Active talker
6 years ago

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