Help Desk

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.

How do I change the order of the routing order?

Good day, I have created a date field (date time picker) Settings > Customize > Fields Customization Entity Type: Service Record Field Caption: DB Supplied Date Field Type: Date DB Field Name: sr_cust_sr_db_supp_date Internal Att Name: CustomColumn29sr So I have placed the field on a Request Template. This works perfectly. However, when I go back to an request and change the date, the date doesn't change in the database. It is asif the first date selected is fixed. Please see screenshots attached, any advice would be appreciated. Thank You Kind Regards Charl

Our List view only shows First 1000, not last 1000 incidents, how do I fix that?

We are migrating from an in house support application to Sysaid. One of the functions built into that application was the ability for the user to approve a request via email. The incident would be created by an IT associate. They would select an option for "approval required". When they saved the incident, an email would be generated and sent to the user who authorization was required. That email contained a Approve button the user only had to press and the back end request was updated. The user did not have to log onto the application. Is it possible to simulate this function in Sysaid?

Howdy. This may be a feature request, but I'm hoping that there is a simple solution. I would like to be able to send customers a URL that will lead to a new service request form pre-filled with a service request template. If I send a link like this: https://my.sysaid.instance/SubmitSR.jsp?quick_name=33889 the correct template is selected in the SR submit form. BUT the other fields are not updated with the template settings. If I then switch the selected template to something else and switch it back to the one I want, then the fields will be pre-filled. Is there a way to send a direct link to a pre-filled template? Thanks, Jeremy.

I have no connection to the sysaid server, I realize that the Sysaid Server services are stopped, when they are started they stop automatically.

Do the filters in email rules perform exact matching against strings? And are they case sensitive? For example, we have a rule with a filter where the body contains "Can't access CSE". But this rule seemed to trigger when an email with the body containing "Can't access my documents" came in. Finally, is there a way to see _which_ Email Rule was fired for a given ticket number?

hello everybody I am a absolutly newby with SysAid. I want to Change the look and feel from the Notification Emails. When i add a html Tag in a Template then SysAid Change the < Character to a { Why do SysAid this? Is there somthing wrong with my Config? Many Thanks for your help

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

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

Hi, For the past week We've been experiencing an issue where when someone emails helpdesk, Sysaid will pick up the email form the configured mailbox and automatically open a ticket. This is the behavior we expect but for some reason it will randomly stop working and the only way starts working its by rebooting the server. The version of SysAid we are using is 8.5.08 Pro Plus running on Red Hat 4.1

I have this error User xxx\username does not exists in SysAid database. Please contact the server administrator, xxx@aaa.com and inform him/her about the problem. we dont do anything? why does it happen?

Good morning my exchange is 2010 and sysaid version is V18.1.54 b3, apache tomcat / 70.73. Database VersionMicrosoft SQL Server 2008 R2 (SP3) - 10.50.6000.3. Since yesterday, 10/12/2019 users have not received notification of registration and call update. follow the log below 2019-12-10 15:37:31,504 [Thread-10762] ERROR com.ilient - Exception while sending email, message:[EOF] com.sun.mail.smtp.SMTPSendFailedException: [EOF] at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:2057) at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:1580) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:1097) at com.ilient.server.bc.run(Unknown Source) at java.lang.Thread.run(Unknown Source) We did some tests like: boot on sysaid server, service reset, anti spam check, firewall block, unsuccessful. I verified that it may be something related to the complexity of the passw

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.

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

Good morning my exchange is 2010 and sysaid version is V18.1.54 b3, apache tomcat / 70.73. Database VersionMicrosoft SQL Server 2008 R2 (SP3) - 10.50.6000.3. Since yesterday, 10/12/2019 users have not received notification of registration and call update. follow the log below 2019-12-10 15:37:31,504 [Thread-10762] ERROR com.ilient - Exception while sending email, message:[EOF] com.sun.mail.smtp.SMTPSendFailedException: [EOF] at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:2057) at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:1580) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:1097) at com.ilient.server.bc.run(Unknown Source) at java.lang.Thread.run(Unknown Source) We did some tests like: boot on sysaid server, service reset, anti spam check, firewall block, unsuccessful. I verified that it may be something related to the complexity of the passwo

I am trying to reach my service request using the API. I can login as shown in the first attached picture but I can't perform any GETS on any of the commands; it just returns nothing, not even a blank JSON. Am I using a wrong address? Do I just not enough permission to use the API? Thanks in advance

Hello, Is it possible to add a checklist to a Sysaid Request? We would like to create a template with a checklist of assigned tasks we would need to do per each new ticket created for this template. As someone works on the ticket they would then check off the tasks they have completed. I see a previous topic was requesting something similar and required coding to get it done. However, this is from 2015. Is this still implemented the same way? https://community.sysaid.com/Sysforums/posts/list/12489.page#58228 Regards, Ryan

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 mus

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?

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.

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