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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
N
NizNew SysMate
posted in Help Desk
How to modify the Incident template

I am trying to find a way to move the "Request user" drop down field to the top of the template. So when a new incident is created we can select the Request user right away without having to scroll down then enter it in. Any way to do that?

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Justin BNew SysMate
posted in Help Desk
Setting Out Of The Office for other admins

Hi all, I know there is an option in My Settings for "out of the office, assign all new requests to...." which I can enable for myself before I go on annual leave but is there a way for me to set this for others? For example, if one of my team is on annual leave but forgot to enable that setting in their My Settings section, can I do it for them? Hope the above makes sense. Kind regards, Justin

1300
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RichMARKNew SysMate
posted in Help Desk
New Incident View - causing no views to display

Apologies if this has been raised before!! I have created a new view of incidents and have obviously got something wrong in the configuration as it now doesn't display - gives a blank screen!! NEED to delete, but as this the system now considers this my "default/last view" any attempts to click Service Desk - Incidents from the bar gives the blank screen... Is there some sort of admin view to see my list of vies and delete the offending one? Thanks in advance

1881
Maayan Karstaedt
SysAider
IRoes
Community Enthusiast
IRoesCommunity Enthusiast
posted in Help Desk
We don't receive emails from sysaid anymore

Hello, since like 5 days we aren't receiving emails while we're making a SR . My IT colleague did a test email which we actually received but when we create a SR we aren't receiving any emails, We can receive regular emails on our email acocunts so there is no problem with our exchange server or settings inside outlook or the webmail. i've checked the settings in our helpdesk and made sure there is a mark(check icon) before the setting where you can enable sending mails to Administrators. Everything what needs to be marked on is marked. I've looked in the logs and found no smtp issue there Anyway to solve this issue? Best Regards

5160
K
godef
Community Enthusiast
godefCommunity Enthusiast
posted in Help Desk
Customizing Log Headings

Can this be done for Request Logs? See attachment. A lot of the columns don't apply. For instance, there was already a Priority field with a list of options different than what I desired, so I create a "Request Priority" list. So I want to change the Log Headers to take out Priority and insert "Request Priority". -thanks

240
Maayan Karstaedt
SysAider
godef
Community Enthusiast
godefCommunity Enthusiast
posted in Help Desk
Alternatives to Approved

I'm new with SysAid, working on developing my first workflow. "Approved" Y/N seems to be the go-all to trigger completion of an Action Item, but I was wondering how to create an alternative to this option. In my workflow, I have an "Evaluation" where our helpdesk evaluates a user request to decide what subtasks will be needed, what template to use, etc. Instead of Approved Y/N, I'm looking to give the give helpdesk the options of Submit to "Waiting for Approval" or Reject. I could frame the Approved to mean "approve for submittal" but that's clunky. I've create a list field "Evaluation Actions" with the choices "Submit" and "Reject" and put it on the Evaluation form (see the attachment to what our helpdesk would see). The trick is to trigger completion of Evaluation when one of the actions is selected. Any thoughts?

380
godef
Community Enthusiast
L
liam.bramwellNew SysMate
posted in Help Desk
Mandatory category fields

We have SysAid set to create tickets if someone emails our support email box. These tickets get created on the "DEFAULT" sub-type where it appears I cannot make the categories (inc second and third) mandatory. Am I missing something obvious? Thanks

760
Maayan Karstaedt
SysAider
J
Active talker
Josh TActive talker
posted in Help Desk
WorkFlow for New Users

Good day! I am looking at setting up a approval workflow process for new users coming into the company. Other than having people approve the process along the way, i also need it to generate tickets for several different items. How would I go about setting this up? Thanks!

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Maayan Karstaedt
SysAider
C
CapcanNew SysMate
posted in Help Desk
Перестали приходить уведомления на почту о новых тикетах

Всем привет! Столкнулся с такой проблемой: почему перестали приходить уведомления на почту о новых тикетах. Использую версию SysAid v7.5.05 Бесплатная. Попробовал настроить как указано тут https://services.sysaid.com/Sysforums/posts/list/4752.page не помогло. Буду признателен если поможете.

60
Maayan Karstaedt
SysAider
K
KreuziNew SysMate
posted in Help Desk
Display additional field in ticket

Hello, Im trying to adjust the change ticket layout so it would inlcude the field "Due-date", how do i acomplish that? I thought there was some place where i could adjust the fields that are used/displayed but i cant seem to find it. Regards,

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K
poomonster
Active talker
poomonsterActive talker
posted in Help Desk
Enable Survey

Hi I might sound a bit thick here, but I cannot find how to enable the survey on the closure emails. We have it enabled in our testing sandbox so we could design the survey to suit our needs, but now trying to put it in the live envirnoment and I cannot find how to turn it on. There used to be a tick box in Service Desk > General but it has disappeared. We are using cloud version 21.4.50 b44. Any help would be great. Thanks

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Maayan Karstaedt
SysAider
K
kenisysNew SysMate
posted in Help Desk
I NEED TO CREATE AND DESIGN A CUSTOM TEMPLATE (WHAT IS THE OPTION)

WHAT IS THE OPTION OR ROUTE TO CREATE A TEMPLATE WITH CUSTOM FIELDS. ¿SE NECESITA TENER LICENCIAMIENTO ADICIONAL? WE HAVE VERSION: v20.1.14 Pro Plus Edition Thanks Keny

370
Maayan Karstaedt
SysAider
A
Active talker
AnnHoodActive talker
posted in Help Desk
Email Rules

Is it possible to create an email rule that will auto assign the Admin group if another email address is listed in the To field? Example: User emails both helpdesk and user@company.com - Ticket gets created and auto assigns the Admin group. We are working on not having our helpdesk have to touch every ticket that comes in. Creating a bunch of different email address for support isn't an option at this time.

880
Maayan Karstaedt
SysAider
T
tom.udgNew SysMate
posted in Help Desk
Downloading older version of Sysaid (v7.5.05) Linux

Hi, is there a link to download sysaid v7.5.05 for linux? Thank you in advance.

410
Maayan Karstaedt
SysAider
N
NorasetNew SysMate
posted in Help Desk
How to hide the NEWS post in end-user portal ?

How to hide the NEWS post in end-user portal ? Please see the attached image. https://ufile.io/mht66 Thank you, Noraset

200
Maayan Karstaedt
SysAider
T
trevoxNew SysMate
posted in Help Desk
KB Article Expiration not working for reminders

Hi, We are looking to implement a better knowledge management solution with our client and after walking through initial agrement on how we are going to manage this, they have an issue with articles being available to view by any ATS admin prior to going through some kind of review. While this can be controlled in terms of publishing to the end user portal, their concern is around ATS admins being able to see them. Is there a feature request logged to have some kind of approval flow for KB articles prior to them becoming available to view for all ATS admins? Failing this, I am looking for a workaround. I was thinking one way would be to create a ticket using reminders when a new artle is created using the KB article expiration date (including the setting of the exiration date as part of the process). It appears reminders do not work for this date. I tested by setting the expiry date of an asset and the expiry date of a KB article to the same date and set up two almost identical rem

490
Maayan Karstaedt
SysAider
N
NorasetNew SysMate
posted in Help Desk
How can end users action a ticket waiting for approval with end-user portal ?

Hi SysAid Team, I am using end-user portal to let end users opening a request like new comer workflow. After requester submits a request, it is needed requester's manager to approve. However, manager cannot see the request in 'View Your Service History'. So, this request is never get approval. How can this manager approve the request ? P.S. I am using v17.3.57 b2, on premise version. Rgs, Noraset

1230
Maayan Karstaedt
SysAider
jburgos
Active talker
jburgosActive talker
posted in Help Desk
EndUser Portal improved

Hi Everyone, Its possible to improve the EndUser Portal with a better look? I don't like the default look&feel of the portal, for me it's from the past. I wish like to have a refreshed portal, clearly and intuitive. Do you have another face of the EndUser Portal in your enterprises? Can you share with all of us? Thanks.

190
Maayan Karstaedt
SysAider
X
XandervdNew SysMate
posted in Help Desk
Automatic notification to Request User when Urgency changes

Hello, I'm trying to figure out how to send an automatic notification to the user when the urgency gets changed by an admin. I looked at the list under: Help Desk Settings -> General -> Notify the following users when a service record changes: -> Request user -> Status changes to Sadly I can't find the urgency field here. Does someone have an idea where to look? Thanks in advance.

120
Maayan Karstaedt
SysAider
N
NeverWasCoolNew SysMate
posted in Help Desk
Prevent reassignment of tickets

Is it possible to prevent Administrators from assigning their tickets to another Administrator? I've been looking through the settings, and if it is possible, I haven't been able to find out how. Thanks!

570
Maayan Karstaedt
SysAider
L
liam.bramwellNew SysMate
posted in Help Desk
Bulk Update Categories on All Tickets

I've only recently enabled the third-level categories and have started adding them to existing categories. Where we don't have anything else to put in the third-category for a particular sub-category, I've added an "Other" entry. I would like to easily backfill this "Other" entry to all previous tickets for those where the third-level category is now blank. Is there a way to do this? As an aside, I want to move a current Category to be Sub-Category of another Category, and use the existing Sub-Categories as third-level categories. Is there a way to do this? We are using the cloud version.

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Charlotte - Northway BankNew SysMate
posted in Help Desk
Email Notifications

Hello SysAiders! I received a request from a user who was wondering about "adding two emails" to a submitted ticket/request so both the requester and a third party (non-requester, non-admin) also receives email notifications on status changes, etc. To lay it out: User 1 submits a ticket/request. User 1's boss, (User 2) wants to be kept up to date on the progress of the ticket/request and receive the same email notifications as User 1. How can I loop User 2 in without making them an admin and without figuring out some weird way to setup email forwarding rules in User 1's Outlook? Thank you for any ideas! :)

2020
C
S
Active talker
Sean Et CeteraActive talker
posted in Help Desk
Add additional fields to top panel (and keep what's there)

I'm thinking this is a feature request/bug report, but here we go: I would like to add three more fields to the top panel (Request User, Assigned to, and Admin Group) and that's easy enough to do. However, while they save to the list (so there are now 12 items listed), the top panel doesn't resize to accommodate these 3 new fields. If I swap the 9th and 10th items (Submit User and Request User), Request User will now display in the bottom-right of the top panel. I don't want to remove even 1 of the existing items; I would just like the other 3 to appear as well. My question is this: what can I do to make the top panel resize on it's own or what do I need to edit to make it the size I need it to be? I lean towards this being a bug rather than a feature as I can customize the list and add more options so I would expect the panel to resize as needed. (FWIW, I tried to search for an existing post but I didn't find anything.)

1000
godef
Community Enthusiast
S
Community Enthusiast
sthomasCommunity Enthusiast
posted in Help Desk
Question around email ticket creation

Hi, Can someone help me out on the following: Our customers aren't disciplined enough to send all queries to the support address. So we often get support requests into our personal email addresses. We then forward them to the support address... Is it possible for Sysaid to recognise that these emails are forwarded from our accounts and thus create a ticket but use the orginating email address as the contact? Thanks,

1460
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A
AnetteNew SysMate
posted in Help Desk
Submitting ticket with video

Hello all, we can't submit service incidents with video. The self-service portal opens, but without the video, no matter which browser we use. We appreciate any ideas to solve the problem. Many regards, Anette

860
Maayan Karstaedt
SysAider

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