Help Desk

where did it go? We have technicians trying to re-download it and there is no longer an app on the Google Play store. The SysAid website still mentions it - https://www.sysaid.com/help-desk-software/mobile-apps but the link is busted. https://play.google.com/store/apps/details?id=com.sysaid&hl=en

Hi. I recently installed a server using sysaid_free for linux. I have met all the installation requirements and the site is functional. My server runs on VMWare. And I have configured apache2 to force SSL, using self-signed certificates. Now, when I try to login with the HelpDesk app for android, and enter the credentials and the IP address, it returns the message "login failed: Network Security error" I tried to enter with the format "https: //" or with "http: // {my_address}: 8080" and with "https: // {my_address}: 8080", but I always get the same error. Through the web browser, there is no problem. My site is 190.86.176.45 Help me please.

Why does the iOS app not have the same filters applied as per what is configured on our SysAid instance? We have static filters applied on our different views in SysAid but when logging in to the mobile app those filters do not seem to apply. Why are there two different user experiences with your product? We have raised this at different times with support and this does not seem to gain any traction. If I have to configure the mobile app separately from how it's configured on our instance then it becomes a frustrating user experience.

Hi, I have been using SysAid Helpdesk app on android phone for a while and it works fine. I just change my phone and I found out that there is another app for SysAid called SysAid Helpdesk (see attachment SysAidApp.png) and I would like to try it. The issue I have is when I connect on this app, I have the error message: Invalid field name:third_level_category (see other attachment SysAidError.png), when I check in the review for this app 2 other people had the same issue but I can't find the solution anywhere so this is why I created this post. I would also like to know why is there 2 apps and which one should I use. Thanks

Hello. SysAid has created on my computer an administrator account, of which I do not know the password and can not install or uninstall programs. How do I cancel this account or change the password to one I know?

I am a little stumped, when a new ticket is entered in the system only one member of the staff is getting an email and I want all of the staff to see the tickets coming in. I am assuming this is a group setting but cannot seem to figure out where to change it so the whole teams sees these emails.

WE upgraded to the latest version of Sysaid Help Desk recently, and before the upgrade, when you closed an incident, you view would return to the Active/New Incident list. Now, it just stays on the closed incident and you have to browse back to the incident list. Where is the setting to change this back to the previous behavior where you would be returned to the SR list?

I'm trying to find a way to send a workflow notification from one action item with the values of fields from a previous action item. I have tried looking into copying fields over, but I would rather not have to do that and it isn't even working for me in the dependencies (nothing populates in the second field despite having lots of custom fields on each). The code that support kept giving me was for "GetCurrentActionItem(..)" or w/e, but I am not looking for information on the current action item, but on an action item two action items back in the chain. We are currently on the most up-to-date on prem version.

Hello! I've added some values in User Custom List 1. Is there a way to display these values directly on an SR opened by that user? I thought about adding a custom field to the SR and trying to somehow bring the value of the User Custom List into that field, but I've so far found no way of doing this. I've tried to assign a value to that custom field with Escalation Rules, but I haven't found a way to use data directly from the database. Thank you!

Is anyone else on Inst06us and dealing with this?

Good morning, Under Settings > General There is 'Notify the following users when a service record changes:' It says on the 'i' icon that if I am the admin and I edit the SR, I will not receive a notification. Is there a way to change this so that if I add a note, it will send me a notification? I wanted to test some things but I can't if I can't receive the notifications...

Sometimes, SysAid likes to add a thousands separator in the ticket number, which might be just an aesthetic issue but I want users to see a very clear ticket number. As an example, our email subject format in Customize > Notifications > Email to end user regarding a service record is: ${StatusNotification} - ${Title} The rendered subject text is: Regarding Service Record #1,037 Replacement personal phone Can we agree that the ticket number should look like this: #1037 ? Thanks, Craig

Hi all, I have locations enabled in the 'Request template', but when an end user submits a request via the self service portal, the 'Location' is not visible in the 'Admin portal' when I check the request out. As there are multiple locations that can be selected, I have created a manual location list. How do I get this resolved?

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?

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

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

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

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

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?

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

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!

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.

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,

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

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