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Help Desk

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

  • 301 Posts
  • 852 Replies
301 Posts
gauer
Community Enthusiast
gauer
posted in Help Desk
Tickets Auto Re-assign to logged in Admin when changing status

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,

580
Karlson
Super SysMate
3 years ago
V
vitorbiazottiNew SysMate
posted in Help Desk
Return all calls to the postman

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.

360
V
3 years ago
Danny Tashiev
SysAider
Danny TashievSysAider
posted in Help Desk
New drag-and-drop and visual preview capabilities for your attachments - FR#34718 - 19.3.10

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

990
E
3 years ago
A
Alex987New SysMate
posted in Help Desk
[Incoming mail] Set request user by variable on email subject/body

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.

830
DenaWF
3 years ago
C
CSChicagoNew SysMate
posted in Help Desk
verification field

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

60
alefabian
Active talker
3 years ago
jsidoti
Guru
jsidotiGuru
posted in Help Desk
Adding Default Text to SR

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

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jsidoti
Guru
3 years ago
M
MarkFNew SysMate
posted in Help Desk
Email notifications after xx amount of "Waiting for user"

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...

2000
EdConant
3 years ago
L
lanewanNew SysMate
posted in Help Desk
Email notification at every SR change

Hello, I'm using SysAid Free. I see in Custom Notification the following notification that send email to end users at every SR status change. Name: "Email to end user regarding a Service Record" Subject: ${StatusNotification} Is it possible to configure SysAid to send email notification at every SR change, not just status, for example: new activity change priority change urgency Thanks Regards Christian

1990
alefabian
Active talker
3 years ago
Steve_IT_FPST
Active talker
Steve_IT_FPSTActive talker
posted in Help Desk
Request User drop down is missing users

I am having an issue where the Request User drop down in a New Incident is missing several of our users that are in the End User list. I have not applied any filters or made any changes to the New Incident form so I am not sure what is causing this. Does anyone have anything that they think I should check? Steve P.S. - I just noticed that I put the wrong field name on this. I have corrected it.

680
Steve_IT_FPST
Active talker
3 years ago
M
Community Enthusiast
mpaleoCommunity Enthusiast
posted in Help Desk
Incoming email - Generate a request instead of an incident

We'd like to automatically generate a Request based on an email account instead of an incident. A) Is this possible? 2) ITIL is responsible for all of society's ills.

870
Karlson
Super SysMate
3 years ago
J
javeryt17New SysMate
posted in Help Desk
Locations not coming through

We have a group that divides up their tickets by location. So one tech is responsible for these locations, another is responsible for other locations, etc. They view their tickets filtering only the locations they are responsible for. However, lately some users/tickets are coming in with 'blank' locations. So things are getting missed. These users submitting the tickets are emailing in, and I can see these users in SysAid, with a location listed. But the location field on some of their tickets are blank. It is intermittent as well. If anyone has any ideas on this, I'd be most appreciative. Kind of stumped. This is an on-prem instance, so I have rebooted the server already.

460
J
3 years ago
R
Richard BNew SysMate
posted in Help Desk
Internal Error No#67

Hi Everyone, Random Admin users are experiencing "Internal Error No#67", we noticed this started happened after we started customizing Views. Any help on this topic? So weird it is only happening to certain admins not everyone.

270
Karlson
Super SysMate
3 years ago
poomonster
Active talker
poomonsterActive talker
posted in Help Desk
Call Closure Information

Hi We are in the middle of streamlining out SysAid instance to make it easier for our end users and admins to use. One of the messier parts is the Closure Information box. We have several departments using the software and all need different reasons for call closure. This has resulted in us having a long list of reasons. My question is this: Is it possible to have a different list of closure reasons depending on which department or 1st level category is being used? Any help or advice would be appreciated. Thanks

410
E
Community Enthusiast
3 years ago
poomonster
Active talker
poomonsterActive talker
posted in Help Desk
Tooltips

Hi Is there any way we can chage the tooltip text (the little pop-up when you hover over something) so that it can say a bit more to help our end users fill things in. A lot of the time they leave fields blank because they don't know what to put, which wastes a lot of time for us having to chase them to get the info. If we could put a better description or short example it would help. Thanks Lee

210
E
Community Enthusiast
3 years ago
E
esheldonNew SysMate
posted in Help Desk
"Computer I'm working on" - How do I get this to populate?

I'm new to SysAid (took it over from another guy who started to implement it and got busy). I'd like to do whatever is needed to allow this field to be auto-populated. Is this an issue of needing to install the agent on the machine that submits a request? I can't find documentation to know everything that's needed to get this to work. I also looked in my inventory and only see a few machines in there, so obviously it's something with an AD sync not working/running and/or maybe needing the agent on the machine? Any help?

310
E
3 years ago
E
esheldonNew SysMate
posted in Help Desk
Email option to respond to tickets, but not create/reopen tickets

Is there a way to allow users to respond to ticket updates, but not create/reopen tickets by email?

420
E
3 years ago
T
TDHarmsNew SysMate
posted in Help Desk
Broadcast Message

Hello everyone, as new members of the SysAid community were were hoping someone may have some guidance. We are running a Win 10 environment and are having an issue when trying to send out a broadcast message to our users no message ever appears. We have all of the new SysAid agents installed, remote connections work as expected and we are able to see the users online.

530
T
3 years ago
N
newguyNew SysMate
posted in Help Desk
Emails into the Helpdesk

Hi all, When a user emails an issue into the helpdesk, we are finding that we get CSS at the top of the description field. Our description would look like this P.ImprintUniqueID { MARGIN: 0cm 0cm 0pt } LI.ImprintUniqueID { MARGIN: 0cm 0cm 0pt } DIV.ImprintUniqueID { MARGIN: 0cm 0cm 0pt } TABLE.ImprintUniqueIDTable { MARGIN: 0cm 0cm 0pt } DIV.Section1 { page: Section1 } Hi, my computer is broken, please fix Has anybody seen this issue and if so do you know how to resolve? Many thanks Newguy

1120
Karlson
Super SysMate
3 years ago
J
Active talker
JSHActive talker
posted in Help Desk
Matrix not showing anything after upgrade to 20.4.74

We use the Matrix a lot,but after the update the view is just blank. If I try to swap the headlines around we can see the data. Our original matrix view is like this. ]https://ibb.co/7kQpm2h after changing the horizontal and vertical sections (with a lot of - you cannot do that...) we get this. https://ibb.co/S0dG19X Anyone else having issues with the Matrix view after the latest onpremise update?

300
J
Active talker
3 years ago
J
Jacob.RevoNew SysMate
posted in Help Desk
Request Time Tracking

Hello, I'm new to SysAid and I'm hoping someone can help point me in the right direction. We're using it primarily for Incidents and Requests (Help Desk). With Incidents I was able to add the Activities field for our staff to track what they've done on an incident and the duration they worked on it. We haven't been able to find similar functionality for requests. In particular, I need to find a way to show a field on all requests (basic or advanced) to have them track their times. We bill back to our supported sites and need to document how long we spend on each ticket. Thanks ~Jacob

1400
R
3 years ago
C
Community Enthusiast
cvoCommunity Enthusiast
posted in Help Desk
empty payload in logfile

Hey all, I get a lot of lines like: 2020-02-27 11:26:58,220 http-bio-443-exec-63 ERROR [sysaid] [SysAid Server] com.ilient - EmbeddedServiceStatusServlet: Empty payload. Aborting. in de sysaid.log file. Anyone else having the same "issues" or is this a normal entry? i cant find anything about this on the forum or google... sysaid is up and running normaly but i see that line a lot in our log file. Greets, Stefan

180
V
3 years ago
P
psydanergyNew SysMate
posted in Help Desk
Help with Forwarding Emails

Hello, We are looking to establish a incoming email rule that when a certain keyword (evolv) comes in that a rule is started where it creates a case and sets the status to a new "case forwarded to netsmart" status and closed. It then takes the contents of the email and forwards to a external email address. Is anyone able to help me with this?

460
P
3 years ago
J
josecgomezNew SysMate
posted in Help Desk
Getting a list of Attachments via REST

Is there an endpoint to get a list of attachments so a SR via REST? I find an end point to create the attachments, but nowhere to get the attachments.

90
J
3 years ago
C
chalupabatmanNew SysMate
posted in Help Desk
Incident to change management

What is the best way of getting an incident to change management? We have several tickets that come in that require the approval change management. These are routine requests but still need to be logged in our change management system.

550
abagugu
3 years ago
K
KingyNew SysMate
posted in Help Desk
Can't delete rogue Asset Group

Hi, We've had a random Asset Group picked up from somewhere and I'm unable to delete it from Asset Management > Asset Groups > Select > Delete. I've been able to create and delete other groups to test the function, but this one doesn't appear to be able to be removed. It did have some assets assigned to it, but I've moved these to other groups thinking it was an asset issue. I've also put dummy assets in the group thinking that may help me delete it - but without success. When a group is selected in the asset, additional "webding" groups are visible. It's really messing with our layout ...and my OCD. Any advice would be appreciated. SysAid Build: v18.1.54 b3

340
K
3 years ago

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