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

  • 315 Posts
  • 876 Replies
315 Posts
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 possibl

1411
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!

521
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?

825
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.CheersJenny

1142
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?

1041
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.

1778
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 tabAm I missing something obvious? I can do this with an Incident template but not a Request.

1641
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.

1803
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

1121
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

1353
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.

1653
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?

571
S
SysAider
T
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.

771
jsidoti
Guru
T
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

1121
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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

2350
rachel_2s
SysAider
C
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.

1863
E
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 

1955
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 ?

1521
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.

502
J
Active talker
A
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 

881
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.

53716
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