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

  • 304 Posts
  • 858 Replies

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304 Posts
jsidoti
Guru
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.org My current issue is those forwarded requests show with a request user of myself I’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

591
jsidoti
Guru
K
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? Thanks KT

1142
K
DAcki
Community Enthusiast
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

961
S
Community Enthusiast
J
Active talker
Joel_JoseActive talker
asked in Help Desk
How can i deploy something created in sand box environment to production environment

How can i deploy something created in sand box environment to production environment

791
E
SysAider
L
Community Enthusiast
LandersCommunity Enthusiast
asked in Help Desk
One view of all my assigned tickets and Actions

I am designing a new workflow and found that when I look at my open queue it only shows the tickets where I have been assigned as the Process Manager and not those SR Actions that have been assigned to me. How do I get a single view of ALL my assigned work?

1916
alin.lupascu
SysAider
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
asked in Help Desk
Change request user to another user

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE > Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

1182
L
Community Enthusiast
S
seanickNew SysMate
posted in Help Desk
Possible to Merge Tickets?

I often have more than one person record a ticket on a particular issue. It would be helpful if I could, in one swoop, merge the tickets and add the additional submitters (people) as CCs to the original/merged into record. Is this possible or possible to add as a feature request?

46023
T
J
johnmNew SysMate
posted in Help Desk
Cloud , constant spinng " A" logo and "please wait " on helpdesk view

Just wondering if others are getting a spinning “please wait “ frequently ( and I mean 80% of the time at least ) on the cloud version. In our case we wish to look at open tickets and our list is usually 40 - 60 tickets./ It makes the view unusable My workaround is to go to Analytics .. Matrix and get to open or unassigned from there ( or use the mobile app.) I reported this to support but aside from advising the old possibility that we techies use when we have no real solution ( it could be antivirus ) it got nowhere I have replicated on several devices : win 10 and 11 ,some with sophos , some with MS Defender and on ChromeOS

547
J
E
Elephant 33New SysMate
asked in Help Desk
Passing a SR Value in a Workflow when comming in as an email?

We are working on a workflow that is supposed to be triggered by an email coming in, we use an email rule to select our Workflow template. We are wanting to pass Title to the next tab of the work flow but when the email subject link goes into the title of the SR, but it doesn’t pass. However, if we trigger the workflow from the sysaid Self-Service Portal it does pass, we are wondering if we are missing a step to get it to work from an email?

712
alin.lupascu
SysAider
J
Jarrett TropicanaNew SysMate
posted in Help Desk
Can't Preview PDF with new attachment pop-up

I don't know if it's a bug or just designed this way, but when a user attaches a PDF to a ticket, and you click on it to preview it with the new update, you just shows the name of the document and you have to download it to preview the attachment. Is this by design that you can't preview PDFs?

1199
J
T
tien40New SysMate
asked in Help Desk
Automation for Specific Fields

Hello everyone! Just started a job that uses SysAid for our Help Desk and currently, I’m in the process of backdating and closing out a ton of requests by assigning categories, inputting solutions, etc. Just wondering if anyone had success automating this process on Python (or something similar) using SysAids REST API and if so, would be willing to provide tips or pointers on how to get started. Thank you!

792
T
D
DroneNew SysMate
posted in Help Desk
Enable Custom or Personalized Views

How do I enable the creation of custom views? It is an option when logged in as the Supervisor, but not for me as an Administrator.

5094
jorgiani
SysAider
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
posted in Help Desk
Escalation Rules notification Custom Field

Good afternoon, I wish to use Escalation Rules to send notifications to the end user and also the defined user in DB field ‘sr_cust_test_listtt’. I checked the option ‘Notify these custom user(s) (DB field name only)’ and entered ‘sr_cust_test_listtt’ into the box but this doesn’t notify the person defined in that field in the service record. Is what I’m trying to do possible? If so, assistance getting this working would be appreciated. -Leon

18110
L
Community Enthusiast
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
asked in Help Desk
Email Rules - Change request users

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE > Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

531
claudiu.baciu
SysAider
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
How do you edit the "Send Message" field to match Notification templates?

The issue: When a Helpdesk analyst sends the requester a message from within SysAid - they don’t format the text in the box because they don’t have time. They just write a message and send. This results in a message that doesn’t look as professional as the end user notifications (which have custom tables and formatting), and because the “include SR details” is ticked by default, they forget to untick it. We end up with a message that looks like this: Is it possible to set a template to appear when you click the ‘send message’ box, so that the helpdesk analyst doesn’t need to format text - but the message sent out matches the other notifications? I may be missing something in the documentation - apologies if so. I would like these messages to look similar to my end user notifications with the same formatting, but not repeat the details (can we set it so that include the details of the Service Record is unticked by default?) I would like as little ‘work’ for the helpdesk analyst as possi

1231
zoewalters
Active talker
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Help Desk
Configure template for mobile sysaid.

Hi, I need to find out how to add fields to the template for mobile app. We have a location field that is shown on the web version but is missing on the mobile app. Thanks all!

481
J
Community Enthusiast
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk
Using the end user portal in the cloud version

I have previously used an on premises version of SysAid where we used the end user portal instead of the self service portal. I now have a cloud instance and I can’t find the setting to switch to the end user portal. Is this available in the cloud version?

795
J
Community Enthusiast
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk
"Recently closed" list

In the self service portal, users can see their open tickets as well as “recently closed”. Does the “recently closed” list show all of their closed tickets, or only those closed in a given time frame (and what time frame)? I need users to be able to view all of their tickets regardless of when they were closed, but I can’t find anything in the settings or documentation on this. Cheers Jenny

1002
J
Community Enthusiast
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk
Use of "cc" field in incidents

I support users who work shifts and need an easy way for them to communicate with their colleagues on the opposite shift to them. If I use the “cc” field in the incident form, does the cc’d user get copied in on all email notifications on the incident?

791
alin.lupascu
SysAider
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
When linking child tickets, how can categories copy over?

We had a multi-user issue today, and when our tickets are raised, they come in with blank categories. Is there a way to force the child ticket to inherit the categories of the parent when you add the parent ID into the child ticket, when it has blank categories? It meant that our analysts had to manually update every category as well as the parentID today for 30+ tickets.

1688
zoewalters
Active talker
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
Request Templates - editing - how?

I’m trying to customise our Request templates but I am unable to move simple fields as the ‘Design Form’ isn’t available. I’d like to move the Notes field from the Close tab to the Request Details tab, for example - and remove some fields from the Request Details tab Am I missing something obvious? I can do this with an Incident template but not a Request.

1441
alin.lupascu
SysAider
L
lshahidNew SysMate
asked in Help Desk
Request Templates

I am trying to create a custom request template with my own questions. Is there a way to do this? I don’t see a “custom” action item to add to the template. Any help would be helpful.

1533
L
S
stucolNew SysMate
asked in Help Desk
Archiving

We deal with Tickets that run over 2 years is there a way to extend the auto archive function to 2 or more years

1031
S
SysAider
B
Community Enthusiast
BroderickCommunity Enthusiast
asked in Help Desk
Editing custom notification to include notes fields

Could someone provide the syntax for adding notes field in custom notifications? I have it set to send information for the solution but I need the notes to get added to the notifications as well Thanks

1273
S
SysAider
L
Community Enthusiast
Leon SymnzCommunity Enthusiast
asked in Help Desk
Custom Fields in Emails

When i use the following: ${sr.getAddonFieldValue("CustomColumn34sr")} The output is 125. 125 is the ‘Reference id’ of my profile. If I put someone else's name in the field, it shows their ID. How can I change this to show their name instead if their reference id? I have followed this: “Hi Chris,Please try this instead and let me know if this works: $AccountObj.getCustValues("sr_cust_sbm_proj_code",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn5sr")) Cheers,Danny” so in my case, it will be: $AccountObj.getCustValues("sr_cust_test_listtt",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn34sr")) the ‘125’ is from ${sr.getAddonFieldValue("CustomColumn34sr")} We are on cloud hosting.

1423
L
Community Enthusiast

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