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

  • 301 Posts
  • 852 Replies
301 Posts
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?

310
godef
Community Enthusiast
2 years ago
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

730
Maayan Karstaedt
SysAider
2 years ago
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!

1280
Maayan Karstaedt
SysAider
2 years ago
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
2 years ago
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,

90
K
2 years ago
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

1790
Maayan Karstaedt
SysAider
2 years ago
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

360
Maayan Karstaedt
SysAider
2 years ago
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.

850
Maayan Karstaedt
SysAider
2 years ago
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
3 years ago
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

190
Maayan Karstaedt
SysAider
3 years ago
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

1140
Maayan Karstaedt
SysAider
3 years ago
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

460
Maayan Karstaedt
SysAider
3 years ago
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.

180
Maayan Karstaedt
SysAider
3 years ago
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.

110
Maayan Karstaedt
SysAider
3 years ago
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!

490
Maayan Karstaedt
SysAider
3 years ago
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.

2480
L
3 years ago
C
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! :)

1920
C
3 years ago
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.)

950
godef
Community Enthusiast
3 years ago
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,

1290
L
3 years ago
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

780
Maayan Karstaedt
SysAider
3 years ago
S
SW-PSRFANew SysMate
posted in Help Desk
Assign ticket with keyword in body

Hello all, I come from the spice works world, where there is an ability to match a hashtaged word like '#assign bob' in the body of the reply email sent in the original ticket email, and automatically assign that ticket to 'bob'. I've created an email rule, but its not working. I'm do not see how I can replicate this desired behavior anywhere else. Are there any suggestions? Thank you !!!!

670
Maayan Karstaedt
SysAider
3 years ago
T
Thomas SNew SysMate
posted in Help Desk
Is there a way to limite categories in the portal for new registered customers?

Hello All, Our organization is looking to open SysAid to a client and allow external customers to submit tickets via a portal. I've managed to get this setup so a customer can register their own account, however once the account is created for the customer, we'd like to limit the available categories they can select from the catalog. What I did was setup a new company and limit the catrgories for whoever is a member of this company, however, when a new registered account is created, they do not have the option to select their company and so all categories become visible. Is there a way to configure registering new customers to specific their company at the time of configuration? Is there a way to limit categories for new customer accounts, or perhaps force them to select a company? We wish to only allow them the selection of one or two categories, but by default they are able to see all. I attached a photo of the required fields when registering. Perhaps there is a way to include

160
T
3 years ago
godef
Community Enthusiast
godefCommunity Enthusiast
posted in Help Desk
SysAid workflow history

Looking for a sample image of a workflow history to help determine whether we could switch to SysAid as a tool. We have big auditing needs. Thanks in advance!

240
godef
Community Enthusiast
3 years ago
J
Active talker
JSHActive talker
posted in Help Desk
Sending message fails randomly

The past weeks we started seing a message will fail randomly with this error. Your message failed: Could not convert socket to TLS OK We are using office365 as mail provider. Any ideas where to start looking.?

520
J
Active talker
3 years ago
J
Active talker
JSHActive talker
posted in Help Desk
Strange formatting in Update notifications

We updated Sysaid to v20.3.64 b14 a few days back and my colleagues are now reporting to me they get some strange formatting in the notification mail. Anyone seen similar like this. /* Font Definitions */ @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0cm; margin-bottom:.0001pt; font-size:11.0pt; font-family:"Calibri",sans-serif;} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Times New Roman",serif; color:windowtext;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page WordSection1 {size:612.0pt 792.0pt; margin:72.0pt 72.0pt 72.0pt 72.0pt;} div.WordSection1 {page:WordSection1;} --> And then the actual message.

550
G
3 years ago

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