Help Desk

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.

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.

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 

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.

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.

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?

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.

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

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?

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? 

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?

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?

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.

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!

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.

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?

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

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.

Hi, I’ve been trying to create a new template and currently working on the workflow designer. However, after testing, it won’t proceed to the next workflow tab which is the “Human Resource”. There are also 3 non-workflow tabs in between Human Resource and End User. Why is this so that it won’t proceed? I’ve been working on the dependencies as well.  How can I move the 3 non-workflow tabs on the last part?  Hope you can help me. Thanks 

Hi. I'd like to know what configuration changes must be done in SysAid to enable modern authentication for sending and receiving emails to Exchange Online. Support for legacy protocols is expiring at the end of September and we need to change to the modern authentication.Thanks.

We have setup the Email Rules to auto generate an incident from an email but this feature has never appeared to work.  I have checked the settings and everything seems to be ok. Has anyone else had issues with this?

We always liked the option where we could type #SR-number in the subject field of an email. But we started noticing after last onpremise upgrade that SYSAID now looks in the body of a mail for #number..This is very inconvienient for us as we have a lot of users working with PO etc. that uses this number as well, so now we get a lot of messages on old service requests and new service requests being attached to old ones because it happens to find the number eg. #874 instead of creating a new SR.How do we disable this feature.?

How do you setup email notifications once a person has put in a request. I have setup an email account to send and receive but it does not appear to show any emails from service requests.Thanks

We have been using SysAid version v22.3.20 b27.Sometime ago we realized we were not receiving emails on new SRs.Received an on screen prompt stating that there are consecutive failures on the incoming integration account. Have enable back the email integration and tested the incoming and outgoing email settings.Which is successful but still no email alerts on new SRs arrival.Is there something that we can do to fix this issue.Thank You !

Is there any way to block .MSG attachments from tickets? We have certain end users who regularly attach emails with potentially malicious links and attachments to tickets wanting us to analyze them or help with opening the attachments. I don't want technicians to accidentally open an attachment thinking they're helping the end user and end up infecting us themselves.