Help Desk

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

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.

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.

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.

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.

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

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

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?

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

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.

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

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?

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

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

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.

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

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.

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?

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

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

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?

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.

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 ?

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

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.