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Help Desk

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

  • 301 Posts
  • 850 Replies
301 Posts
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.

521
jsidoti
Guru
1 year ago
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?

451
A
1 year ago
F
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

821
A
1 year ago
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

2070
rachel_2s
SysAider
1 year ago
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.

1733
E
1 year ago
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 

1645
jsidoti
Guru
1 year ago
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 ?

1131
Maayan Karstaedt
SysAider
1 year ago
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.

442
J
Active talker
1 year ago
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.

776
A
1 year ago
C
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 

771
Maayan Karstaedt
SysAider
1 year ago
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.

49816
N
1 year ago
C
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.

1382
Karlson
Super SysMate
1 year ago
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?

3459
I
1 year ago
J
Jason ChimNew SysMate
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.

1153
J
1 year ago
J
Jason ChimNew SysMate
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

731
Maayan Karstaedt
SysAider
1 year ago
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?

2073
Maayan Karstaedt
SysAider
2 years ago
L
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? 

4013
Maayan Karstaedt
SysAider
2 years ago
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?

1356
Maayan Karstaedt
SysAider
2 years ago
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?

722
Maayan Karstaedt
SysAider
2 years ago
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.

18510
dbargas
SysAider
2 years ago
C
Community Enthusiast
chrisisCommunity Enthusiast
asked in Help Desk
Subtypes are creating themselves

I am implementing Service Request functionality; my first step has been to create a subtype within the SR template area called “Onboard Employee”. I have created a template called “Onboard Employee Template” and assigned the subtype to it. All is well so far.I’ve done a number of tests:convert Incident to SR using the new template create an SR using the new templateAll again seems to be working fine.However, at some point, a new subtype has appeared in the subtype list:“Onboard Employee#1”Looking at the list of subtypes, I actually have a number of similarly named subtypes, such as “DEFAULT#1”, “DEFAULT#2” etc.What’s making these subtypes? Is there an action or configuration that I can avoid that will prevent them from being created? Can I safely delete them? Or do they actually have a use?Any advice would be appreciated!

781
Maayan Karstaedt
SysAider
2 years ago
WinskiTech711
Community Enthusiast
WinskiTech711Community Enthusiast
posted in Help Desk
SysAid not respecting my filtering requests

Based on other posts here in the forums I'm trying to get a view that only shows open incidents. I went to the gear icon>Customize>Lists then picked status off the drop down box. I created and modified the status as needed, made sure every one was in the right category. Then I went to customize view, picked status caption, edit, picked list.active and my filter expression is "status in (1,2,5,6)". 3 is my closed status, 7 is my deleted status. When I save and apply everything, I still see deleted and closed tickets. I've logged out and back in, I've switched to another view and switched back, I've deleted out the view and re-created it, I'm still seeing tickets I shouldn't be seeing. Any help is appreciated.

3627
C
Community Enthusiast
2 years ago
VickiCrom
VickiCromNew SysMate
posted in Help Desk
How do I change the order of Workflow tabs when editing a Sub Type?

I have created a new Sub Type and in edit sub type view, I have deleted some workflow tabs and added some of my own. These have added to the end of the tabs, but I would like to re-order these. Tabs are currently: Change Details - Close - History - Test Plan > Approval I want them to be in the following order: Change Details > Test Plan > Approval > Close - History Any ideas?

1534
G
Community Enthusiast
2 years ago
J
JbusNew SysMate
asked in Help Desk
Service Desk Templates missing

Currently setting up are system and went to setup some templates but seem to be missing Service Request, problem templates.      

482
Maayan Karstaedt
SysAider
2 years ago
N
Community Enthusiast
nnemethCommunity Enthusiast
asked in Help Desk
Admin Group Not Receiving Emails

Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.

2358
Maayan Karstaedt
SysAider
2 years ago

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