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836 Posts
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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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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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rjackvony
Community Enthusiast
rjackvonyCommunity Enthusiast
posted in Self-Service Portal
Add Text Block

Hello: Is there a way to add a block of text on the incident template to provide the end users instructions or additional details when they submit? This is under ADMIN ==> SELF SERVICE PORTAL ==> Incident Submission Form. Thanks

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alefabian
Active talker
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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
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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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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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Community Enthusiast
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gerardosNew SysMate
posted in Reporting & Analytics
Recent Reports Activities by Administrator File say "Running"

Recent Reports - Activities by Administrator file say "Running" and I can't get the report.

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TfetterolfNew SysMate
posted in Self-Service Portal
Add Custom boxes to SRView

On my sysaid I have created some custom action items/text boxes to our request forms and I was wondering how I would go about adding those boxes or any boxes to the SRview when someone is looking at their SR's in the SSP. Right now when someone looks at their requests in the SSP they only have the Description box and attachment box and that's it. I want it to display more information than just the description box.

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alefabian
Active talker
A
Community Enthusiast
almashdiCommunity Enthusiast
posted in Reporting & Analytics
Activities by Administrator report has been saying "Running"

Hello, Activities by Administrator report for one week in January 2021is saying Running for hours and I am not getting the results under Recent Report. Reported failed once and I ran it again and again. Any help how to get the report is very much appreciated? Thank you. Ali

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A
Community Enthusiast
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Thilak RaoNew SysMate
posted in Knowledge Base
Render objects in wireframe and shaded

Question: How to render one object in wireframe while another as shaded in the same view?  Answer: All that is required to achieve this is to render one object with a wireframe kind of material while the other with a solid material either using textures or colors. Steps:1. Create a kBridge project.2. Create a Block and Cylinder.3. Create a 'LineMaterial' and give it a materialname.4. Add this materialname as the color of the Block object.The view should now update to display the wireframe block and shaded cylinder. Note: Make sure the graphics viewer is in 'Shaded' mode.

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rafitis
rafitisNew SysMate
posted in Reporting & Analytics
how to create field timer after SLA date

Good morning, I need to create a report that has a field that has the time that the service request was open after its time of SLA burst. Remembering that I am generating the report through the Reports module

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rafitis
René Rijk
Active talker
René RijkActive talker
posted in Self-Service Portal
Forgot password page

Hi everyone, I would love to see another way how end user can ask for a new password if they forgot it. I would love to see a form where the user only have to fill in his E-mail address. Why is the account needed? Why is the name needed? Just an Email must be enough. What if they forgot the account name or username. ( we all know that we have to remember way to much login data from all kinds of sites) If they can’t remember one of those, they have to send us an Email and ask for the data they need. This is an extra step for us and thus not wanted. Is it possible for now, or in a feature version? To set the page only to Email info? As said, I would love to see a much simpler way for lost password recovery. Thanks, René 😉

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alefabian
Active talker
L
Community Enthusiast
LCSTNCommunity Enthusiast
posted in Asset Management
Make Last Logged-in User as the Owner

Hello, I was wondering if there is a way to make the last logged-in user of an asset the Owner? Could we use the Login History tab of an Asset to auto-populate the Owner field on the Information tab? We have the agent deployed to a majority of our assets. As I understand it, the last logged-in user would be whomever it was at the time of a network discover scan. This would be sufficient information for us. TIA

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L
Community Enthusiast
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storkyIVNew SysMate
posted in User Management
External User Company Assignment

Hello! I have a picture that I should paint first. We are a large group of schools with a centralised Helpdesk and each school is set as a company within Sysaid. Staff are brought in via LDAP and mapped to their relevant company, students will soon be following suit. Our default method of users logging calls is via email integration, so when a user emails the inbox, it will generate a service request, raised by the user and assigned to their respective company. This company assignment is important to us for SLA data. Due to the pandemic, remote learning and the fact we are mass issuing devices out to students, we have decided to allow parents of the students the ability of emailing the Sysaid platform to raise a request, but obviously as they are not 'users' of Sysaid, the request isn't assigned to a company, nor is the user a Sysaid user. I have used the secondary email field on a student user record to add a 'third party' email address, but it won't create a record on behalf

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L
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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L
Community Enthusiast
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Community Enthusiast
Infosys2Community Enthusiast
posted in User Management
sysaidinternal user account trying to authenticate with my network

Hello there, I have some weird issue, I am seeing in syslog, many attempts to authenticate with my network servers, with a "sysaidinternal" user account, I don't have such account in my AD, and I have credentials for LDAP and for Agent deployment in sysaid configuration. What is the cause of this?

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Community Enthusiast
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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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L
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
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Active talker
David CohenActive talker
posted in Customize
What languages does SysAid support?

What languages does SysAid support? SysAid is available in a large number of different languages.

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DenaWF
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Community Enthusiast
GinAdminCommunity Enthusiast
posted in Self-Service Portal
Make Non-Automatic Sysaid Messages available to End Users through Self-Service Portal?

Is there any way to achieve this? I would like our end users to be able to see all communication on a ticket that was not an Automatic Email Message. I know there is an option to "Hide" all automatic messages in the Admin Portal, but End Users cannot see their communications on a ticket at this time. Any assistance would be greatly appreciated! Thank you, Gina Auer

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Community Enthusiast
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Anon4343New SysMate
posted in Service Automation
Request User Selecting an Approval

I'm trying to create an off-boarding workflow. HR will be the submitting user, and on creation of the Service Request, they need to be able to select another user in the system. That selected user will be pre-populated in the Manager Task tab where the manager uploads a completed form and marks the tab as complete. 1. How does HR select the manager? 2. How does the manager get notified of a task? (managers are not SysAid Administrators)

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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

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cesare0
cesare0New SysMate
posted in Asset Management
CI History

I have a CI with different versions 1, 2, 3... Can I restore to an old version of the CI, or it´s read-only function? Best Regards.

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cesare0
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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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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