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Help Desk

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

  • 316 Posts
  • 881 Replies
316 Posts
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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?

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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.

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Community Enthusiast
Ed-AORCommunity Enthusiast
posted in Help Desk
error message

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?

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Community Enthusiast
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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

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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

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BlackNightNew SysMate
posted in Help Desk
html Code in Notification Mails

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

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rmtigreNew SysMate
posted in Help Desk
email integration with sysaid

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

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John_S01New SysMate
posted in Help Desk
Problem using the sysAid API using POSTman

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

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Ryan CNew SysMate
posted in Help Desk
Add a Checklist to Sysaid Request

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

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PLCSysAdminNew SysMate
posted in Help Desk
Email integration working sporadically

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

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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

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Robert Ashley
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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?

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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.

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PeterMArdo
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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

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Community Enthusiast
TLaurieCommunity Enthusiast
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.

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brberglund
Active talker
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.

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K
Active talker

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