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

  • 306 Posts
  • 865 Replies
306 Posts
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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

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SysAider
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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.

1443
L
Community Enthusiast
B
Community Enthusiast
bretyounCommunity Enthusiast
asked in Help Desk
Add a screenshot that is not visible to the end user

We have screenshots we need to capture as administrators that contain information that we do not want to share with the end user. Is this possible without disabling the attachments tab for the end user?

531
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SysAider
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tyoderNew SysMate
asked in Help Desk
SysAid will not keep me logged out

Our school district has a clinic run by a third party. I went over there to set them up on SysAid so they could put tickets in. I didn’t have their Google account set up when I was showing them how to use the system, so I logged into my account.I went back over today with the Google account created and tried to show them how to do it with their account, but I was still logged in. I went to log out, but it continues to log me back in. It goes to the “you have logged out” screen, but when I click on the “go to login” screen I am still logged in. I can not seem to get logged out and stay logged out.How do I log out and stay logged out? Any thoughts on what could be causing the issue?I have deleted cookies, signed out of and logged back into the computer, and, as I said, logged out of SysAid numerous times to no avail.The district uses Chrome and the third party uses Edge, so I am logged in over there in Edge.   

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karl.pNew SysMate
posted in Help Desk
Unable to save subtypes

Hi all, my first post, just started creating a request workflow, I created a new subtype, which created a request template automatically. The problem i have is after editing the request template it created a duplicate when saved with #1 tag, which i deleted as i did not want duplicates, now the original template reverted to the default subtype (so i have deleted this also) and the original subtype now has no template. How do i create a template based on an existing subtype its not obvious ? or do i need to delete the subtype and recreate from scratch. This is a pain as i don't know why the template save created a duplicate template, which had also lost is workflows. I tried editing the subtype to recreate the linked template but my save option remains greyed out even if i make a change so i am unable to actually re save the subtype to try this method. Any suggestions would be appreciated. Thanks in advance.

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zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
On the Incident/Request form, how can I align fields next to each other?

I find that adding fields when designing my incident or request template makes the template longer.I’d like to have the Impact and Urgency fields next to each other in the body of ‘general details’ tab, not on top of each other.Is this possible? It means there is a lot of wasted space in the template!Thanks.

751
jsidoti
Guru
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tim.leethNew SysMate
asked in Help Desk
Approvals waiting on IT

Requests go through a two step approval, manager then IT.  We need an easy way to see what has been approved by the requester’s manager, but not yet approved by IT.  Filter, Report, etc.  Something we need to change in our process?

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FKCallNew SysMate
asked in Help Desk
Showing more thank 1000 tickets

Hi,I am doing an upgrade from old version of HD and after installing On-Premise HD v18.xx I am unable to view more thank 1000 tickets.Is there a way to increase the number??If not how do I set my View Filter to show only the Last 1000 tickets??I will apreciate any tips.Filip

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rachel_2s
SysAider
rachel_2sSysAider
published in Help Desk
Attachment Storage Management - All the answers you want and more!FAQ

Hi all, In the coming weeks the Attachment storage Management feature will be rolled out to all cloud accounts. You might have some questions, so we have compiled a list: Why am I getting these warnings? Can I continue to upload attachments?We have created a new feature that allows you to better manage your attachment storage status; it includes giving you a heads up when you are about to reach capacity. The pop-ups appear when: Reached 85% of the quota           We recommended handling the issue immediately to avoid any inconvenience.  Reached 100% of the quota           Uploading is blocked and users (admins and end-users) cannot upload attachments. What should I do if I get a warning?  Prepare a separate storage solution, per your choice (virtual or physical) Identify the files you want to backup and those that can be deleted Plan how you would like to organize them (we recommended: folders per year and sub-folders per entity type) Access the new feature: go to Settings > S

2170
rachel_2s
SysAider
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chrisfegerNew SysMate
asked in Help Desk
Make notes field private

Every time I write a note in a SysAid incident, it sends an email to the user concerned.  I want to make the notes field private so that it does not do this.  Please help.

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jsidoti
Guru
jsidotiGuru
asked in Help Desk
Admin Notifications

Today I noticed that notifications are not operating as I expected… here is the flowNew ticket comes in via email where it is automatically set to the Service Desk Group (and notifications are sent to that group) New ticket is assigned to the Development Group, with Assigned to: set to noneI would expect a notification is sent out to the Development Group members for one of them to pick upBut no notifications are being sent outIf I assign a group member to the ticket they are notified via email Thoughts? John 

1885
jsidoti
Guru
starshankar
starshankarNew SysMate
asked in Help Desk
Moving Tabs and changing Order

1.Why are we not able to move this as per our own requirement rather than in A-Z ?Moving tabs from left - right or right to left as per requirement ?

1351
Maayan Karstaedt
SysAider
J
Active talker
JordanhoActive talker
posted in Help Desk
Workflows with Custom Fields

Hello. I am trying to retrieve data from a custom service request field for use in a workflow and in an email but am not able to successfully do so. I am running on-prem version 21.2.35 b7.

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Active talker
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AlvnNew SysMate
asked in Help Desk
Add emails to SR that do not have default ID prefix

We often create tickets for a third-party company, that always strips down subject from our emails to a format such as this“Your response has been received for Ticket T1234567” “Ticket: T1234567 has been updated.” “Ticket: T1234567 Set to Work in Progress”Since it does not match our default SR Prefix “Regarding Service Record #1,234”, a new ticket is created for every email they send to us. We would prefer if those emails were kept in the same service record, without having to manually merge them.It does require a non-trivial workflow, that I am not sure if possible with current SysAid functionality without having to change our own idPrefix: Parse the subject and if it comes from sender it@example.com , extract their ticket number /A[0-9]{7}/ or /Ticket[:]{0,1} (A[0-9]{7})/ Find another SR that includes that ticket number in the subject Merge or add received email to that SR.

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chris reevesNew SysMate
asked in Help Desk
using different Time Zones

we currently have support based across 3 regions (EMEA,US & Asia Pacific) all use the current default SLA, with the time zone set to London(GMT).is it possible to assign different time zones to the 3 regions?Appreciate any feedback 

831
Maayan Karstaedt
SysAider
C
Active talker
CrissmillerActive talker
posted in Help Desk
Edit/Delete notes

I have not found a way to edit or delete a note within a service request. For those occasions where someone hits add when the info is not quite correct, it would be nice if at least a sysaid administrator could delete or edit the note.

52316
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coolguyNew SysMate
posted in Help Desk
change request user field to an email address?

is there any way to configure the request user field to allow us to enter an email address?? I have some contractors that are not given a company email, and they email in requests via their personal email. we have so many contractors come and go so it's not possible to setup an end user account for all of them. if an end user puts in a ticket on behalf of the contractor there is no way i can change the request user field to anything else other than one of our end users in sysaid.... Thus, the problem i am trying to work around.

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Karlson
Super SysMate
C
Community Enthusiast
chrisisCommunity Enthusiast
asked in Help Desk
How to Customize the Admin Portal

Is there any way to customize the admin portal. For example, the default top right hand pane (“Help Desk”) showsActive Service Records Assigned to you Active Service Records Not AssignedI would like to also have a link showing “Active Service Records assigned to xyz Admin Group”.Is there any way to achieve this?

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J
Community Enthusiast
Jason ChimCommunity Enthusiast
posted in Help Desk
How to create new fields in request?

As I can create a new field on the incident page, it has a Design Form button. On the request page, I do not know how to create a new request page. Please teach me. I can success to create a new field named channel. However, I cannot create a field on the request page. I enclose herewith 3 photos for your kind attention.

1173
J
Community Enthusiast
J
Community Enthusiast
Jason ChimCommunity Enthusiast
asked in Help Desk
Can't upload attachments

Dear Suppot,Users can upload attachments in each ticket. I can upload the attachment. However, when I check the ticket, we cannot see attach file on ticket.. Please provide a solution to me.If you have any concerns, please feel free to contact me.Regards,Jason

821
Maayan Karstaedt
SysAider
R
Community Enthusiast
rs1887416951Community Enthusiast
asked in Help Desk
Viewing Tickets Assigned To Other Administrator Groups

We have one company and four different administrator groups:Company Name: TestCompanyAdministrator Groups:  Hardware Support, Network Support, Apps Support, FacilitiesAutomatic dispatch of service records is enabled for each administrator group.Administrators in Tech Support, Network Support, and Apps Support need to see their own service records, service records that are assigned to their group, and service records that are assigned to any of these three groups. They should not be able to view service records that are assigned to Facilities.Administrators in Facilities need to see their own service records and service records that are assigned to their group. They should not be able to view service records assigned to other groups.How do I do this?

2463
Maayan Karstaedt
SysAider
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LikesEggsNew SysMate
asked in Help Desk
support request through email do not create a ticket in Sysaid

Just recently, this functionally of sending support request through email have stopped creating service ticket in sys aid. We can create ticket manually by logging into sysaid portal and fill up the form from there.The account for the email address is working fine as we can see in office 365 that email is received and forwarded to other recipients.Our service contract have expired so we are asking for the good sysaid community’s help.Any suggestions where to begin troubleshooting? 

4483
Maayan Karstaedt
SysAider
E
Erik van SluijsNew SysMate
posted in Help Desk
Text and checkbox on Incident Submission Form

I would like to add a disclaimer and a checkbox on the Incident Submission Form so users have to acknowledge that they have read the disclaimer. I see all kinds of custom fields i can edit and add but no checkbox. Is this possible?

1526
Maayan Karstaedt
SysAider
A
Active talker
AnnHoodActive talker
posted in Help Desk
Workflow Notification Emails

I am trying to setup a workflow notification that will send an email out once that action tab is activated. What I don't want is it to send that email again if the assigned to field is changed. We assign based on group and not individual. I know this was changed at one point to allow for this behavior but is there any way to turn it off?

762
Maayan Karstaedt
SysAider
OrlandoLocke
Community Enthusiast
OrlandoLockeCommunity Enthusiast
asked in Help Desk
Category List

Does anyone have a three level category list they are willing to share?  I want to revamp my two level category list while adding a third level.

21110
dbargas
SysAider

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