Help Desk

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.

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

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

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

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

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.

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.

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!

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.

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! :)

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.)

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,

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

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 !!!!

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

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!

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.?

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.

Hello, I've just noticed that when I am closing a ticket for another Admin, the ticket is automatically assigning itself to me. I tested this and it seems all statuses with the Closed status perform this action? How can I make this stop? We handle tickets for Consultants and use them to match invoices, and this will cause a large issue. I don't know how long this has been happening, so please help as soon as possible! Thank you,

Guys, I'm trying to list all the calls that have already been opened on SysAid, by the postman, but I'm not getting it.

Admins can attach files to an SR, using the control in the Attachments field in an SR form. This can be helpful for attaching log files or images, gifs, or videos that illustrate the issue that the user is experiencing. Here’s what the old attachments UI looks like: This functionality has been significantly upgraded in the latest release. For starters, the attachments are now displayed in attractive icons that indicate the file type instead of just the text of the file name. Furthermore, admins need not download files to view them. SysAid now offers a gallery view that allows admins to quickly preview the attached files directly in the SR Form. But perhaps most importantly, admins can now drag and drop files directly into the Attachments area for a faster and more pleasant user experience. This is all in keeping our focus on providing a cleaner, more modern UI, a more pleasant user experience, and finding ways to help you work more efficiently. For more information abo

Hello, Is it posible to set request user (or any other field) by passing a variable on the incoming mail subject or body? Thanks, Alex.

If there a way to put a "verification" field in to a form and have a check to make sure the info in both match? Example enter name: and then confirm name: I'm sure the technician can confirm that they match after the form is submitted, but I was wondering if there is a better way to do this. Thanks, Chris

Afternoon, I've been trying to customize out a new employee template. I'd like it to show some default text in text and text area fields. I thought it was in the Default value area when I added a field to a form, but it is not displaying Any leads are appreciated John

Hello, does anyone have a working example of a setup where the user receives an email notification with a reminder, when a case has been "waiting for user" for xx days? In addition to this, maybe also the ability to set the case to "Closed" after additional xx days? This would help us clean up our tickets...