Help Desk

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

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.

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.

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

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

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 

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 ?

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?

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!

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

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

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!

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

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?  

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?

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.

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?

*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]

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 

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

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   

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

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?  

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?

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?