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

301 Posts
850 Replies

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301 Posts

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tmart_AMICNew SysMate

asked in Help Desk

Ticket reopened by email

We have a ticket that continues to be re-opened when the sender sends in an email. The sender is sending some monthly downtime notification emails and he is using the same subject for all emails.In our email integration we do have it where if a user has the SR# in the subject it will reset the status of a ticket to Open, but in this case the email does not have the SR# anywhere in the email. Any ideas what might be causing this?

815

4 months ago

rdtjbrownActive talker

asked in Help Desk

Priority Matrix - Not applying to new tickets?

Hi all!I’m trying to setup a new Service Agreement but running into an issue with configuring the priority matrix. When raising a ticket with the Impact set to Minor and the Urgency set to Medium its setting the Priority to P4 instead of P3. I’m a bit confused as to why this is occurring. The agreement is applied to the company and the user logging the ticket is assigned to the company. Below is a screenshot of the service agreements priority tab, What am I overlooking?

9613

4 months ago

mgibbs08New SysMate

asked in Help Desk

Can Incident/Request tickets be converted to Projects?

Hello! We have some incident/request tickets that come in that really end up being projects. Is there a way to automatically convert those tickets into a project?

TLaurieNew SysMate

I need some help understanding terminology in Sysaid. A definition, field associated with and anything else you feel would help The terms are: Assigned Administrator Assigned group members Responsible Administrator Process Manager Thank you for your help.

1112

6 months ago

RepartoITNew SysMate

asked in Help Desk

Account does not exist sysaid203976

hi my url is https://sysaid203976.ourit.support/ but i see https://sysaid203976.ourit.support/ why doesn't it work? thanks.

855

6 months ago

ljablonskiNew SysMate

asked in Help Desk

SLA Breach - not sure how

If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email. Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.

571

6 months ago

BarrySNew SysMate

asked in Help Desk

Account CGH Medical Center has been expired.

Everyone in my organization is getting this error when we try to login. Sending email to login@sysaid.com gets no response and sending a message through the support portal has not been replied to either. Is there an issue with the site or is there a more serious issue? Our contract is valid till Oct. 22nd, 2024 so it isn’t that.

mkrukielNew SysMate

My laptop is not powering on. Please advise on how I can create a work order ticket number to resolve.

bikin4funNew SysMate

Our malware scanner detected malware in your software that we want to bring to your attention in help of a resolution: Filename: /public_html/support/inc/common.inc.php File Type: Not a core, theme, or plugin file from wordpress.org. Details: This file appears to be installed or modified by a hacker to perform malicious activity. If you know about this file you can choose to ignore it to exclude it from future scans. The matched text in this file is: $id = $id[0].$id[1].$id[2]. The issue type is: Backdoor:PHP/StringsConcat.13658 Description: Obfuscated concatenated strings

815

7 months ago

Antokapo69New SysMate

asked in Help Desk

Detailed Help Desk report

hi We need to extract from sysAid a detailed report including tickets assigned to my admin group and all the available details with notes and messages that admins have exchanged with the ticket reporter. Is it possible to create such a report? Thanks in advance Kind regards, Antonello

1092

8 months ago

Joel_JoseActive talker

asked in Help Desk

Archive ticket restore and updating the feild within it

I have added a new field in all sub types and want to update the field value in the archived tickets.If we restore the archived ticket , will the due dates or any other SLAs be changed automatically ?

291

8 months ago

Eddybane597New SysMate

asked in Help Desk

Auto adding main asset to a SR request when a user is selected

I am looking to add the users main asset to the SR request so we don’t have to dig around for the asset before we remote on. We don’t use the inbuilt remoting system but a third party so using the RC isn’t an option. I can see you can add the main asset to the SR and I can assign users assets but how do I get it to speak to each other to auto populate the asset when the user requests a ticket?

582

9 months ago

Reed the SwedeCommunity Enthusiast

asked in Help Desk

How do you leave a ticket unassigned?

I’d like to be able to re-route a ticket to another group -I’d like to be able to leave the ticket unassigned so the team lead of that group can decide who to assign the ticket to --Is it possible to do this with incident and requeste tickets in SysAid?Thanks!

jsidotiGuru

anyone else experiencing strange behavior using Firefox 121.0.1 (64-bit) with sysaid? When I go to close a ticket, for example, a dialog should pop up asking if I want to add it to the knowledge baseIn my case, it’s putting that dialog into a new tab instead John

383

9 months ago

mmcwhorterNew SysMate

asked in Help Desk

SysAid Admin

We need to reset our SysAid administrator information. How can we do that?

261

10 months ago

Reed the SwedeCommunity Enthusiast

asked in Help Desk

Is there a way to reply to a ticket with a templated response?

Hello SysAid community,I’m interested if anyone has found a way to reply to a ticket with templated responses - I’m thinking of a type of functionality in SysAid where you can select a template or a saved reply when responding to a ticket -- currently we just keep a handy document and copy/paste from that document into our message back to the ticket requestor - But if there were a way to just select a response that would be helpful. Has anyone seen anything like this? Thanks!

501

10 months ago

SuperSalmonActive talker

asked in Help Desk

Supervised Requests

I want to enable the Supervised Requests option within SysAid, allowing line managers to view the incidents/requests submitted by their team, and I have no clue where to start.I’d therefore appreciate any advice/assistance/documents that anyone can provide to help me with this.Thanks in advanceMelanie

571

10 months ago

DbrownFCNew SysMate

asked in Help Desk

Users allowed to submit ticket without filling in "required" Field

Users claimed they submitted tickets, but none of our administrators could see it in the “Service Desk”. Turns out, We searched the End Users individually and found the tickets under the “Help Desk” tab.But the users didn't fill in the “Category” Field on the tickets (and therefore doesn't show up in the helpdesk dashboard) but were still able to submit Ticket. The Category field is marked as “required” on the submit form- I’ve added some pictures for context. Has anyone else run into this issue? is there a way for user to be notified they must fill out the Category section?

372

10 months ago

jdewolfNew SysMate

asked in Help Desk

What permissions are needed to edit Incident Templates and AutoTexts(Aside from full admin rights)

Basically title, looking to allow techs to set up some templates, but don’t want to give full keys to the kingdom. Is there any other way?

343

11 months ago

PGCJoshCommunity Enthusiast

asked in Help Desk

Sasspass/Two Factor

So we’d like to setup two factor authentication for SysAid, since it has a decent amount of information we’d prefer not to be accessible by people who don’t need to know it. I saw elsewhere that Sasspass is supported, or at least as an integration for it. But running into headaches, as it appears it’s not for the web version? I can’t seem to find any help on two factor for SysAid in particular, everything I’ve found is highly generic about setting up Sasspass. I guess the questions are:Can you do two factor authentication with the paid web version of SysAid? Can this two factor *just* be for the admins. I’ve seen it requested elsewhere, but adding Duo support would be highly useful, since we already use Duo for all our other two factor things.

3125

11 months ago

TLFCUNew SysMate

asked in Help Desk

Admin created ticket - no e-mail notifications

On-prem v22.4.45 b1When an admin creates a ticket and sets the status to assigned when creating the assigned admin does not get any e-mail notification. I have ‘assigned to changes’ and ‘assigned’ status selected in Notification settings under General. The notification works when the status is changed after the ticket is already created ,e.g. ticket is created as new then changed to assigned status. I assume this is not sending an e-mail because it only updates on changes and this does not trigger when the ticket is created as already assigned. Is there any way to make a ticket that is created with the admin assigned and status selected send an e-mail notification?

1235

11 months ago

Joel_JoseActive talker

asked in Help Desk

i wanted to know could we create a template as given below

*Steps to reproduce* # # # *Actual results:* [REPLACE the TEXT with Actual Results]See attached +[name|^01_pics_without_links.png]+ screenshot for more details. *Expected results:* [REPLACE the TEXT with Expected Result]See attached +[name|^01_pics_without_links.png]+ screenshot for more details. *Additional information* [REPLACE the TEXT with Additional information]

401

1 year ago

jsidotiGuru

asked in Help Desk

changing request user to email address not in the system

Afternoon Folks(This is a post merger scenario)The company we merged with was using Salesforce as their Help Desk (not recommended) and while I have all of the company end users using Sysaid we are still getting external users submitting requests thru Salesforce.I do have a rule in Salesforce that forwards those requests to helpdesk@mycompany.orgMy current issue is those forwarded requests show with a request user of myselfI’d really like to be able to change the request user to the email address of the requestor I haven’t found a solution yet.. I’m hoping someone her has an answer John

521

1 year ago

KayTeeNew SysMate

asked in Help Desk

Default Views - Remove?

Hi, I would like to know if it is possible to remove the default views in the sysaid incident view menu? a lot of these aren’t necessary for what my team need to do and i would like to tidy it up. Is this possible and if not, is it something i can request? ThanksKT

1102

1 year ago

DAckiCommunity Enthusiast

asked in Help Desk

Automatic creation of incidents

Hello, I need a simple way to create an automatic ticket each month in SysAid for several jobs. E. g. we have to check backup once a month and want to document that in SysAid for audit reasons. Thanks

891

1 year ago

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