Help Desk

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?

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 

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? 

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?

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!

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.

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  

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?

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 some

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!

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?

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.CheersJenny

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?

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.

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 tabAm I missing something obvious? I can do this with an Incident template but not a Request.

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.

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

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

  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")) 

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?

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.   

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.

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.

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?