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Help Desk

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

  • 301 Posts
  • 850 Replies
301 Posts
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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?

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3 years ago
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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.

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3 years ago
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A.ZuidingaNew SysMate
posted in Help Desk
Import categories

Hello, we have a following problem. So we wanted to Import a Excel.csv data to the categories, but we don't know which seperator we need? With a ; "simicolon" it doesn't work, so can someone help us? Greetings Aron

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Active talker
3 years ago
R
RyszNew SysMate
posted in Help Desk
Activities on Service Requests

Hi there, We are looking to implement Service Requests, the issue I have is that I do not appear to be able to have my engineers raise activities to the Service Request. Is this possible? It is essential that I am able to track time on the individual requests. Many thanks, Rysz.

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3 years ago
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MrPipeNew SysMate
posted in Help Desk
Ticket Allocation

Hi, We have a question on how does the auto ticket despatching and routing work, what takes priority ? For example if we have a group of admins in a single group but from location 1, 2, 3 and 4. Someone logs a ticket from location 3. Help desk routing is setup to say tickets from location 3 goes to admin in location 3 I'm asking routing takes priority but we'd like the best of both worlds, where we want the auto despatching to work in the round robin way across all admins but with a bias to admin location. Is that possible ?

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3 years ago
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GitiranaNew SysMate
posted in Help Desk
Slow Response

Hi, I have a chatbot which opens tickets on Sysaid, so we use its api to create the session before open the ticket. But takes 60 secs to open this session. How can i improve the performance?

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3 years ago
Boonew
Active talker
BoonewActive talker
posted in Help Desk
sr.cust_list limit

Hi All, can I add more sr.cust_list options to the translation file e.g. sr.cust_list3=Device Type sr.cust_list4=Components because if I do it does not show in the system when I upload the translation file, is there something I'm missing or is it just not possible. Currently running latest version of SysAid 7.0.04 If anyone can also help me out at /Sysforums/posts/list/5077.page thanks all Warren

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3 years ago
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gascaifeNew SysMate
posted in Help Desk
Set Incident template for specific users

Morning, Is there a way that you can have an Incident template within the Self Service Portal, set as the default template for a specic set if users? Please note nt all users will need to see this template. I have creatred a Sub Type and also added the fields I want to the template, but unable to see how I can apply that for certain users. Help appreciated.

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3 years ago
G
GesserNew SysMate
posted in Help Desk
Sysaid Agent High CPU Usage

Hello , This is my first time here, Sorry if I'm not in the right place. i have some windows 2012 r2 server with Sysaid installed. they have high cpu usage. Can you help me ?

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3 years ago
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ITSM_RonNew SysMate
posted in Help Desk
Outlook HTML Email Notification Template Table Format Issue

We seem to have a puzzle with formatting tables to appear correct in Outlook. The section I am referring to is under Settings (Gear) > Customize > Notifications > Specific template name for the administrator and user notifications. When looking at the code in an html editor it looks great (see images). When the email comes into O365 Outlook, it looks as if the tables are blown up to 3-4-times in height/size that they should be (see images). Same view issue in Outlook Mobile. When looking at it in Outlook Online, the table is formatted properly, but you need to scroll down 2-3-pages to see it. Other mail systems (e.g. Gmail) seem to show the formatting properly in email online. Reference attached template: administrator-template.txt Open to suggestions as we have tried several different approached with no luck. Everyone uses Outlook with a few using Outlook Online, so getting it to work for Outlook is the goal. Thanks!

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alefabian
Active talker
3 years ago
Z
Community Enthusiast
zoldyCommunity Enthusiast
posted in Help Desk
Constantly Changing Filters

As a department manager I find myself constantly changing my filters. Is there a way to save filters settings to be used as a single click. for example see all new cases. or see all cases assigned to user xxxx or whatever. Thanks

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3 years ago
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Community Enthusiast
sysmanCommunity Enthusiast
posted in Help Desk
Blurry images when displaying attachments on Gallery view

I am unable to read images on the gallery viewer when displaying attachments. I dont want to have to download all of the attachments before "viewing" them. It defeats the purpose of attaching them to the SR. I want to quickly be able to review all pertinent images to the SR. Anyone have any solutions?

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S
Community Enthusiast
3 years ago
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Community Enthusiast
LCSTNCommunity Enthusiast
posted in Help Desk
Adding other remote control options

I was curious if there was a way to add other remote control options for Assets? If Remote Desktop (RDP) can be used, could Windows Remote Assist be called, as well? We don't (or can't) use RDP or VNC for client computers. Windows Remote Assist, however, is built into Windows machines and could be used to see the client's desktop. Should this fall under a feature request? TIA

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Community Enthusiast
3 years ago
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PatsyNew SysMate
posted in Help Desk
Convert Incident to Request - please don't change status

When we change an Incident to Request, the status changes to New. We often change Inc to Req after the ticket has been closed (eg if doing a quick audit of ticket quality), so it should not change the call's status from Closed to New. It would be helpful to at least have the option NOT to change status of ticket.

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3 years ago
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Community Enthusiast
LCSTNCommunity Enthusiast
posted in Help Desk
Adding location to email submissions

Hello, currently I have an email rule that adds the location to an incident submission via email to show as "Email." The way I got this to work was I added "Email" as a custom Location in my List settings. The reason for this is my custom notifications would show that Location field as blank if it wasn't populated. However, with the addition of "Email" in the Locations list it now shows as a selection in the Self-Service Portal when it is used to submit an incident. Is there a way to strip "Email" as being shown in the SSP, but still allow it to be used via email submission?

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alefabian
Active talker
3 years ago
A
Anonymous
posted in Help Desk
Automated notes in Request Templates

While setting up some new request templates, I noticed that the "Notes" section is pre-populated with "If relevant, add this Request details to the Knowledge base. Close the Request." Is there anyway to remove this? It is automatically included in any email notification sent to the user about their SR since it's considered a note. I tried creating a completely new template, checked the sub-type template, and I can't figure out how to remove this. Thanks

14717
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3 years ago
R
RedbeardTheTechNew SysMate
posted in Help Desk
Pin headers to top of lists

Is there a way to pin the header row to the top of the lists, so when I scroll on the assets page or the HelpDesk page, I can still see all the column headers? If there is not a way to do this, can it be added to a list of desired features/options for a future release?

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3 years ago
H
heini68New SysMate
posted in Help Desk
Feature Request: preview Button in Customized Notifications

Hello, It is very expensive to add a Button for preview a Customized Notification in SysAid CSS? Or perhaps a Sendbutton and a Textfield for a testmailadress, where can send a testmail? It is overelaborate to customize a notification and test it! Or is there another way to test this? 😳 thanks in advance Marco

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A
Community Enthusiast
3 years ago
K
Active talker
KDTActive talker
posted in Help Desk
Merge tickets keep reopening

We love merge tickets!! One question though. When we merge tickets, the ticket status changes to 'merged closed'. However if the new 'main ticket' is updated the merged ticket is reopened with the status 'Under Investigation'. It is really annoying where there are lots of merged tickets. Is there anyway of stopping it?

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K
Active talker
3 years ago
V
Community Enthusiast
Vincent PrimeCommunity Enthusiast
posted in Help Desk
Unable to launch webpage after transfer of database from other server to current server of SysAids

Hi Team, need your assistance and advice that I encountered SysAids unable to launch to see the webpage last Friday. I copied the SysAids database from other server 123.40 to current SysAids server 123.29 earlier and performed restore. But encountered no response from the web page whenever I tried to run it. Restarted the server but problem still persists. Any remote assistance to my server will be welcomed. And I seek your expertise relating to database to be run under SysAids structure program. Attached is the wrapper log file for your analysis to narrow down the problem.

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V
Community Enthusiast
4 years ago
F
FLDSMDFRNew SysMate
posted in Help Desk
How to auto-fill fields in Incidents after adding Asset?

Hi, Apologies if this is the wrong place to ask this, I am trying to make the ticket flow a little more logical. Example: We have an Asset in the Asset list in Sysaid. One of the fields is a Location List in the Asset. We also have a Location List in Incidents. Since an Asset is always at the same Location, and since the Location is already configured in the Asset; There should be a way to set the Location in the Incident after selecting an Asset. The 2 fields reference the same List, so when an Asset is added, the Location field should be tied to the information saved under the Asset. Is this possible in Sysaid? Cheers

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4 years ago
D
DialtoneNew SysMate
posted in Help Desk
Prevent user assiging a group a ticket

I would like to prevent from a group of administrators from creating incidents for another group of admins. For example, a level 1 tech is assigning things directly to the network admins. I would like to only allow the level 1 tech to assign it to level 2 or the Help Desk. Thanks

691
alefabian
Active talker
4 years ago
Danny Tashiev
SysAider
Danny TashievSysAider
posted in Help Desk
New lightbox for easy viewing of SR activities - FR#35370 - 19.3.10

Part of the refreshed UI included an activities control in the SR form that opened a pop-up window when you hovered over the View Description icon.We’ve updated this element with a new lightbox that you can move or resized to allows you to fit the viewing experience to whatever is most comfortable on your screen. You can also toggle between activities, and easily copy the text of an activity. New type of custom field – sometimes the date is not enough. For more information about using fields the SR form, please see our online help.

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pro5ant
Community Enthusiast
4 years ago
B
Community Enthusiast
bnassar2000Community Enthusiast
posted in Help Desk
Add Attachments to Workflow Notification Email

This is what I am trying to accomplish with workflow notifications. The workflow is working correctly. • User submits a request (can include attachments or screenshots) • Customer Service receives request and approves/denies request • Customer Service Manager receives request and approves/denies • Once approved by Customer Service Manager, a workflow notification email is sent to our development vendor (external to the organization and does not have access to SysAid) o The email contains the Category, Second Level, and Third level categories, Title of the SR, the description and any notes associated with the SR I would like to have this workflow notification also include any attachment or screenshot that was originally uploaded when the user created SR.

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Community Enthusiast
4 years ago
R
RamyaNew SysMate
posted in Help Desk
How to get status of service request along with the list of service requests

How to get status of service request along with the list of service requests

80
R
4 years ago

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