Product Anatomy

Does the archiving of tickets help with database performance and search times? What happens with an archived ticket? Where do they go? Is there help for archiving, I could not find any. Is there any special setup required? Lots of questions, I thought I would go ahead and just get them all out there?

Good afternoon, I wish to use Escalation Rules to send notifications to the end user and also the defined user in DB field ‘sr_cust_test_listtt’.  I checked the option ‘Notify these custom user(s) (DB field name only)’ and entered ‘sr_cust_test_listtt’ into the box but this doesn’t notify the person defined in that field in the service record. Is what I’m trying to do possible? If so, assistance getting this working would be appreciated. -Leon  

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE >    Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

Hi I have searched the forum but could not find an answer to this.... I wish to allow a support call to be created from only selected (around 2) email addresses. I am sick of lazy users just sending an email meaning we have to set the categories etc... ourselves instead of logging a call correctly. I cannot block totally though this as certain people (CEO, Owner etc...) are allowed to be lazy 😉 Can I do this? I would also like an auto reply to let them know a support call has NOT been created if poss. Cheers

my current config only allows users to add notes to a ticket when working in the portal view --Is there a way that users could submit messages in the portal - the same functionality as when the user replies to the ticket in email?

We are using the SysAid cloud version and I’m working on generating reports and getting them scheduled. So far, it has mostly been a breeze between the reports that came with our edition and the few that I’ve had to create. However, I need to do one that reports something along the lines of average time a ticket takes to go from new/open to closed status. Does anyone know of a report already in the system that does this? And does it take into my desk’s predefined worktimes into account? Such as if I have my times available listed as 9-5 and the ticket comes in at 430 when I open it at 9 the next day it should say that it’s only been open for 30 minutes instead of 16 hours and 30 mins. Thanks in advance.

Hi there,I’ve recently been tasked with setting up some new templates and I can see that there are multiple templates using the same Sub type.When setting up a new template from Service Desk Templates > Incident Templates I’ve tried duplicating one of the templates that uses the same sub-type but that just creates a new sub type and when trying to create a new template from scratch (In Service Desk Templates > Incident Templates) i don’t have the option to select which sub type to use.  Where am I going wrong?  Kind regards, J

We are looking for a way to report on when the status (not necessarily the last modification of the SR) was last changed for a service record.  The outcome is a way to track how long service records have been in say a Pending User or Customer Responded status regardless of other notes or field changes in the service record.  Ideally, a database field dedicated to that with a timestamp of when the last status change took place.  Does something like this already exist?

The issue:When a Helpdesk analyst sends the requester a message from within SysAid - they don’t format the text in the box because they don’t have time. They just write a message and send.This results in a message that doesn’t look as professional as the end user notifications (which have custom tables and formatting), and because the “include SR details” is ticked by default, they forget to untick it. We end up with a message that looks like this:  Is it possible to set a template to appear when you click the ‘send message’ box, so that the helpdesk analyst doesn’t need to format text - but the message sent out matches the other notifications? I may be missing some

Hello everyone, TLDR: Can you perform a dependency check where the value of one field is compared to another?SysAid Cloud Customer - Latest VersionI am attempting to create a logic test within a workflow I am creating for approving user changes. I have an action item designated in the beginning of the workflow to pull the relevant field info in to perform the dependency test on a later action item and want to compare the two values to have further action items activate automatically based on that test.For the time being, I am pulling in the values of “Request User”, “Change User” (the user who needs permission changes, pulled from the “Followup User” SR field) and “Request User Manager” (Pulled from LDAP attributes) into the first action item as custom text fields. The user data/info pulls in correctly, however when I attempt to do a dependency check on the next action item, I can’t seem to get it to compare the values. For the dependency check, I

I am looking to leverage my On-Prem installation with a way to dedicate certain assets as “loaner” and then use Sysaid for requesters to check them out and back in.Is there any way to accomplish this?

Hi, I need to find out how to add fields to the template for mobile app. We have a location field that is shown on the web version but is missing on the mobile app. Thanks all!

I have previously used an on premises version of SysAid where we used the end user portal instead of the self service portal. I now have a cloud instance and I can’t find the setting to switch to the end user portal. Is this available in the cloud version?

In the self service portal, users can see their open tickets as well as “recently closed”. Does the “recently closed” list show all of their closed tickets, or only those closed in a given time frame (and what time frame)? I need users to be able to view all of their tickets regardless of when they were closed, but I can’t find anything in the settings or documentation on this.CheersJenny

I support users who work shifts and need an easy way for them to communicate with their colleagues on the opposite shift to them. If I use the “cc” field in the incident form, does the cc’d user get copied in on all email notifications on the incident?

Is there a way to remove the “Solution” field from the end user SR Form? I have removed it from the submission form, but can’t figure out how to remove it from the view when a user opens an existing ticket. 

We had a multi-user issue today, and when our tickets are raised, they come in with blank categories.Is there a way to force the child ticket to inherit the categories of the parent when you add the parent ID into the child ticket, when it has blank categories?It meant that our analysts had to manually update every category as well as the parentID today for 30+ tickets.

I’m trying to customise our Request templates but I am unable to move simple fields as the ‘Design Form’ isn’t available.I’d like to move the Notes field from the Close tab to the Request Details tab, for example - and remove some fields from the Request Details tabAm I missing something obvious? I can do this with an Incident template but not a Request.

I am trying to create a custom request template with my own questions.  Is there a way to do this?  I don’t see a “custom” action item to add to the template.  Any help would be helpful.

HI,I’m starting to setup a global asset system, ( asset lists) ,I wish to create first, sections for each site\region &groups , ( global zones)for each region I will need to setup some rules; filters like -working days, working houres,  and create filtering by that.than I will wish to create reporting for each zone, (for clients reports ) If you can please advise,Regards,

We deal with Tickets that run over 2 years is there a way to extend the auto archive function to 2 or more years

Hello, there was an old post way back on the old forms where a user used the customization options on the “Advanced” tab of Customize > Field Customization to highlight the values in a certain color based on that value. I believe the example was a basic Low,Medium,High, with “High” showing in Red in the list. We are able to get HTML style values inserted into the “Display in Form” options, but cant seem to get anything to work in the Display In List box.Anyone doing this successfully or have any examples?Thank you for any guidance!

Could someone provide the syntax for adding notes field in custom notifications? I have it set to send information for the solution but I need the notes to get added to the notifications as well   Thanks

Scenario:Ticket is created User receive notification for ticket creation User supply additional info, unsolicited by the assigned administrator, on the ticket via email or notes resulting in the ticket status changing from “New” to “User Responded”.I would like to create an ER along the lines of if “Status=User Responded” AND “Time to Respond=isEmpty” then “Status = New”. Obviously, the ‘Time to Respond’ variable type is Float so a value of ‘isEmpty’ is not suitable. Additionally, the ER is not triggered when ‘Time to Respond’ is set to 0 or 0.00.Is there a default value for ‘Time to Respond’ similar to isEmpty or Null? I would also welcome any alternative logic. 

Hi,We would like to start to display banners and messages on homepage to warn of current ongoing issues, or forthcoming events including links or pdf files to resolutions or workarounds so that users don’t always feel the need to raise tickets if we have a hundred on it already.Is this possible to do, can’t find any documentation for it.