Dutch speaking SysAid help wanted.

## Help with resetting your SysAid Cloud setup and email replies

Thanks for reaching out. I can guide you through stabilizing your SysAid Cloud configuration and addressing the issues you mentioned. If you still prefer a Dutch-speaking consultation after trying these steps, I’ll explain how to request that at the end.

Below are focused checks and fixes you can do yourself:

### 1) Can’t close outages
This is usually due to workflow/status configuration or permissions.

- Verify outage statuses:
- Go to Settings > Service Desk > Workflow > Statuses (or Statuses per record type).
- Ensure “Closed/Resolved” statuses exist and are enabled for the relevant record type (e.g., Incident/Problem/Change/Outage).
- Confirm required fields on transition to “Closed” are not blocking closure.

- Check workflow or automation rules:
- Settings > Service Desk > Workflow > Workflows.
- See if an escalation rule, action item, or business rule prevents closing (e.g., requires an approval or linked task completion).

- Validate roles/permissions:
- Settings > Users & Permissions > Roles.
- Confirm your role has permission to “Close” on the relevant record type.

- Linked items:
- Make sure any linked tasks/changes/problems are completed if your workflow demands it before closure.

If you can share: which record type you’re trying to close, the current status, and any error message you see, I can give a precise fix.

### 2) Allow users to reply by email (without portal login)
Enable and tune email integration plus action tags so replies update tickets.

- Email integration:
- Settings > Integration > Email > Incoming.
- Ensure an inbound mailbox is configured and “Process incoming emails into SRs” (or similar) is enabled.
- Test connection and confirm “Save” persists.

- Matching replies to existing tickets:
- Use action tags in outbound templates so replies thread correctly, e.g. [SR#] or a hidden token in the subject.
- Go to Settings > Service Desk > Notifications > Templates.
- In the subject include the ticket identifier (example: “Update on Service Record #[SR_ID]”). Ensure the same identifier is present in the email footer if you use threading tokens.

- Who can update via email:
- In Email Parsing rules, allow updates from the requester’s email and set “Append to existing SR” based on subject/token match.

- Outbound notifications:
- Settings > Service Desk > Notifications > Triggers.
- Make sure notifications to end users are enabled for status changes/comments so they can reply.

Tip: Test with a non-admin user: open SR, send notification, reply from external email, confirm the comment appears in the SR history.

### 3) “Resetting” your cloud environment safely
If by “reset” you mean cleaning legacy settings while keeping data:

- Create an admin-only test category/workflow:
- Clone a standard Incident workflow and statuses.
- Assign just your test category to that workflow.
- Verify end-to-end: open → in progress → resolved/closed.

- Review legacy customizations:
- Custom fields: Settings > Customize > Entities > Incident fields (and others).
- Business rules: Settings > Service Desk > Automation/Rules.
- Disable one-by-one and test to find conflicts.

- Backups/exports:
- Export key settings (lists, categories, templates) before changes.
- Document current notification templates and action tags.

If you truly need a full environment refresh, that requires coordination with SysAid Support/Customer Success to discuss implications and options. Please open a Service Record for that request.

### 4) If saving configurations doesn’t stick
Sometimes browser extensions or cache block saves.

- Try an incognito/private window and another browser.
- Temporarily disable ad-blockers.
- If still failing, capture the exact page path and time, and open a Service Record.

### 5) Dutch-speaking assistance
I can continue guiding you here, but for a live Dutch-speaking consultation, please open a Service Record and request “Dutch-speaking assistance for SysAid Cloud configuration review (outages closure and email reply setup).” Note:
- Create a new ticket via “New Chat” if you want a separate request. This chat is already linked to a ticket, so we won’t create another here.

If you’d like, share:
- Which record type you can’t close (Incident/Problem/Change/Outage).
- The current status and any error message on closure.
- A screenshot or the subject line format of your outbound user notifications.
- Confirmation of your inbound mailbox setup (protocol, test result).

I’ll tailor the exact steps and templates for your environment.