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777 Posts
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Active talker
SAMMYLUCActive talker
asked in Self-Service Portal
incident decision tree

On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through.   We need to ask clients set of questions (yes/no) to accomplish this.   thank you. 

563
L
S
Active talker
SAMMYLUCActive talker
asked in Self-Service Portal
does co-pilot off capability to have on-going conversation?

If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?

472
A
SysAider
S
Active talker
SAMMYLUCActive talker
asked in Customize
override SLA at ticket level

We have some tickets that are determined not applicable to the SLA.  Is there a way to have the system not report them in the SLA counts?  A ticket level override?  Now I manually adjust reports.  

481
simonamirza
SysAider
S
Active talker
SAMMYLUCActive talker
asked in Customize
Admin Prompt prior to closing ticket

We are looking to add a prompt when an admin closes a ticket. The prompt would ask them to verify that they have completed a closing audit and add final notes.   Does SysAid have functionality on incident forms to display prompts based on status? 

502
S
Active talker
S
Active talker
SuperSalmonActive talker
asked in Help Desk
Out of Office

Can someone explain in more detail how the Out of Office works?  Apologies if this seems like an obvious question.  I’ve set up the Out of Office on my account and have selected another Administrator but upon manually assigning a test ticket to me, it’s still sent to me and sits in my queue.Many thanks,Mel S

601
A
SysAider
D
Community Enthusiast
Dan McDonaldCommunity Enthusiast
asked in Help Desk
When closing an incident, the page lingers on the closed incident page, instead of returning to the incident list

As the title says - when closing an incident, the page lingers on the closed incident page, instead of returning to the incident list. In previous versions of Sysaid, when you closed a ticket, you were instantly brought back to the list of incidents. Now, the page just idles on the closed ticket page. You have to manually browse back to the incidents list. We would like to restore this behavior to the previous setting where it returns you to the incident list. 

451
A
SysAider
S
Active talker
SuperSalmonActive talker
asked in Help Desk
Survey response

Can I remove a survey response from a report?  One of our support colleagues input a test response and they wanted to see where it was recorded.  It is now appearing on the ‘Satisfaction Level by Administrator’ report and I’d like to remove it before I distribute a copy of this report to the rest of the team.Many thanks. 

542
AlexanderChr
SysAider
S
Active talker
SuperSalmonActive talker
asked in Help Desk
SysAid Administrator

I’ve recently made an existing user an Administrator but they cannot see the ‘Admin Portal’ in the drop-down list when clicking on their name in the top-right of SysAid.  They have this option checked under Permissions.  Please advise. 

963
S
Active talker
A
Active talker
abonfimActive talker
asked in Asset Management
Capaticy of job - agent version upgrade

Hi Everyone,I have a doubt about process of upgrade of agent sysaid version.This is my case.I have 2 groups of assets like below.Desktop - 500 assetsLaptop - 600 assets.Could I schedule only one job to upgrade all this assets? Whats the better way to do this?    

521
SysAid Copilot
SysAider
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WilfrankNew SysMate
posted in Help Desk
The 'Edit news' option is no longer visible

We have noticed that the Edit news option is no longer available under Customize. We need this option to communicate to our customers.   

311
R
Active talker
W
WilfrankNew SysMate
asked in Self-Service Portal
Remarks to incidents not visible for end users

Customers complain that not all remarks added to incidents in july are visible in the self service portal. Has there been a bug in Sysaid whick caused this? If I test this now, it works properly again, the newly added remarks are shown.  

611
SysAid Copilot
SysAider
A
Active talker
abonfimActive talker
asked in Asset Management
Update automatically warranty of assets - HP or Lenovo Vendor

Hi Everyone,I know that in Sysaid plataform we have a addon that get warranty about Dell vendor. I’ve deployed here and working fine but We also have HP and Lenovo Vendor.Is there any way out to sove this one? How can we get Warranty information about this vendors and feed the assets?  

964
A
S
Active talker
SuperSalmonActive talker
asked in Customize
Notifications - link to Service Portal

I’m attempting to include in our notifications to an end user, the URL which will take them directly to their Self-Service portal.  We have a direct link to it via our intranet currently which is https://bernicia.sysaidit.com/servicePortal/.  I’m using the Insert → Link function and pasting in the URL into the URL field but upon saving, it is defaulting to servicePortal/.  Consequently when the end user clicks the link contained within the email, they receive the ‘Hmmm… can’t reach this page’ message.

853
S
Active talker
A
AlexNeedhamNew SysMate
asked in Help Desk
Sysaid Helpdesk/Emails not showing line breaks from Power Automate email?

Please see example of a Power Automate flow I have created which sends two emails via a manual trigger:It sends one to the email address of our IT department’s helpdesk. One to my own work email   Below you can see that the email recieved on my own work email contains the line breaks as it should. However, the email recieved by the helpdesk disregards all line breaks, and sends it as one block of text. In the last week, the Sysaid HelpDesk has suddenly stopped accepting/reading line breaks contained in emails sent from a power automate flow.We many Microsoft forms that are used to send requests to our Helpdesk, and now they are all coming through as one huge block of text. Tried using bullet points instead of line breaks and still the same issue.Any idea on how to fix this? Surely its something others are having issues with? 

632
gabriel.lupu
SysAider
D
Community Enthusiast
Dan McDonaldCommunity Enthusiast
asked in Help Desk
Administrator usernames displaying incorrectly/not uniform

Hello, We recently migrated to Sysaid Cloud from our on premises server, and now we are seeing some inconsistencies/discrepancies with how user names are displaying in HelpDesk. some users show with just their Windows user name (dmcdonald) - this is correct, and preferred.New users it sets their username as their email address - but we do have the option to edit it.Some older users are displaying as the DOMAIN\Username like they were imported by LDAP - this is incorrect and makes the layout confusing to look at when selecting an admin to assign a ticket to - also - these usernames CANNOT be edited in the helpdesk panel. Is there another way to edit/change an administrator’s username, besides removing them and re-adding them and having to unassign/reassign tickets? 

453
D
Community Enthusiast
A
AksipikiNew SysMate
posted in Self-Service Portal
How to add an additional search filter for tickets in the Self Service Portal?

I am looking to add an additional search filter to the self service portal besides 'status', 'urgency' and 'priority', because our users have had difficulties finding back tickets since the transition to the self service portal. We were informed that adding in a custom filter was possible during one of the Sysaid webinars. Any direction to documentation on how to do this or additional guidance on how to find back tickets for our self service users would be very helpful. Images for reference:

1191
R
Active talker
A
Active talker
abonfimActive talker
asked in Asset Management
What's release notes about Agent 24.2.40.2

Hi Everyone,I’ve gotten a screen warning that I need to run a update of all agents installed in all Desktops and Laptops.The version that is being deploy is 24.2.40.2. Anyone has the release notes about it? I Can’t find this one in oficional page.  Thanks 

573
L
SysAider
S
Community Enthusiast
samkatCommunity Enthusiast
posted in Service Automation
Service Desk Notifications - Customize $Approve/$Deny tags

Hello, We are going to be expanding how our company uses the Approve and Deny action items in Workflows, and we want to be able to keep the Approve and Deny links in Emails since that is an easy way for end users and admins to approve without needing to go into the Service Record itself. $Approve and $Deny tags work just fine, but we cant seem to do any customization to them. Basically what we are going for is something like the below attachment #1, with buttons for the user to approve or deny the request, but because the $Approve and $Deny tags inserts its own element into the HTML, there is no way to do inline changes to format them. So it ends up looking like attachment #2 My level of CSS/HTML is not advanced by any means, but I just cant seem to figure out how to make this look better. Current code is below for reference. <table cellspacing="0" cellpadding="0" border="0"><tbody><tr><td style="border-radius: 3px;" bgcolor="#d9e0e2" align="center"><a re

761
itsdevops
J
Active talker
Joel_JoseActive talker
asked in Customize
Logos for SSP tiles

Hi All Please let me know from where we can get icon or logo for SSP tiles.

923
itsdevops
C
ChiJcNew SysMate
asked in Service Automation
Auto Archiving a project that is linked to a request service record

Hi,Is it possible to have the project that is linked to the SR get auto archived when the SR is archived (verified closed status)?Once the project is archived, does it remove it from the project list?If yes, where and how do you look at them later, if necessary?Thanks,Jamie

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C
Community Enthusiast
chrisisCommunity Enthusiast
asked in Customize
What Actions spawn notifications?

I can only find the tag “ActionNotification” in the documentation, that states, “the action that caused the notification” but I can’t find a list of what actions actually cause notifications. Is there a list somewhere?

381
iulian.olaru
SysAider
B
brandonmarianoNew SysMate
asked in Marketplace
How do I request a quote for the ITSM plan of Sysaid?

How do I request a quote for the ITSM plan of Sysaid?

281
SysAid Copilot
SysAider
S
Active talker
SuperSalmonActive talker
asked in Customize
Email Notifications

I’m struggling to understand why a ‘Completed’ email is not being sent out when a Request is marked as ‘Request Completed’. If an Incident is marked as ‘Completed’ the email is being sent out as expected. The Custom Notifications form reads as per the below. I’d also like to include a message when a Request/Incident is marked with a status of ‘Deleted’ but using the #elseif( ${Status}=="Deleted" ) doesn’t generate an email either.#if( ${Status}=="New" )Hi ${ReqUser},Thank you for submitting your service request. The ticket number is #${ID} - ${Title}. Someone from the service desk is in the process of reviewing your request and determining a resolution.Updates will follow when the incident is assigned or resolved.Kind regards,Bernicia ICT Team#elseif( ${Status}=="Completed" )Hi ${ReqUser},Here is an update on ticket number #${ID}-${Title}.The administrator that was assigned to your ticket is ${AssignedTo}.Your service request #${ID} has been closed with the following resolution - ${Act

1113
S
Active talker
M
MitchellFNew SysMate
posted in Asset Management
Cloud Software License Tracking - Not installed on endpoints

Hello - We are looking to keep track of licensing for our SaaS products by user and count. For example... We currently use Snipe-it to track what licenses are assigned to what user. 5 Licenses for Adobe Pro Cloud -User1 -User2 -User3 All 3 Users are assigned a license 5 Licenses for PlanGrid -User 3 -User 4 -User 5 Would we be able to keep track of who is assigned those licenses in SysAid? - Could we look up User 3 and see that they have a license for Adobe Pro and PlanGrid - Look up User 2 and see they are only assigned Adobe Pro. - Then organize it so we can look up PlanGrid and see that User 3, 4, and 5 are assigned a license - Also have it keep track of license counts when we add/remove users. Hope this makes sense!

933
K
J
jwhite4166New SysMate
asked in Reporting & Analytics
Requesting Report and\or help

Does anyone have a report or information on how to create a report that can display all assets that are 4 years old from purchase date. Thanks

332
iulian.olaru
SysAider

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