Skip to main content

Help Desk

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

  • 315 Posts
  • 876 Replies
315 Posts
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.

290
Karlson
Super SysMate
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

460
E
Community Enthusiast
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
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?

340
E
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?

480
E
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.

570
T
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

1200
Karlson
Super SysMate
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?

310
J
Active talker
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

1530
R
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
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?

490
P
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.

600
abagugu
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.

110
J
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

370
K
G
GJHornNew SysMate
posted in Help Desk
Free Trial Setup

Hello All, Trying out the free trial of Sysaid running the Saas environment. I installed the RDS installer on my Windows 10 machine and noticed that the RDS instance does not appear under RDS in the Network Discovery settings. What am I missing? Also, when I install the Sysaid Admin tools and enter my URL, Account name, and serial number, it says those are invalid. What am I missing there too? Thanks for any help. Jerry

540
G
A
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

880
T
Active talker
G
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?

440
G
M
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 ?

780
M
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.

210
R
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

70
D
G
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.

320
G
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 ?

1180
G
I
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!

1680
alefabian
Active talker
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

2840
D
S
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?

100
S
Community Enthusiast

Badge winners

Show all badges
Terms & ConditionsCookie settings