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820 Posts
R
Active talker
rdtjbrownActive talker
asked in Help Desk
SR Custom List 1 - Location?

Hiya,In Analytics > Dashboards, There is a ‘Group by’ option for ‘SR Custom List 1’. I want to create another option to group by. I can find the ‘SR Customer List 1’ in Customize > Lists,but after creating my custom list, I cannot see an option to add it to the group by selection?   

732
R
Active talker
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Timer - Still accumulating

Hi there, I’ve run into a bit of a head scratcher. The “Time to Repair” timer is still accumulating on a “Incident” service record that is in the “Waiting for Customer” status but I think I’m going blind. Is there something wrong with the below logic?   (Service Record Type = Incident And (Status <> Closed Or Status <> Rejected Or Status <> Customer Test Or Status <> Waiting for Customer Or Status <> Workaround Or Status <> On Hold Or Status <> Resolved Or Category <> Releases)) Timer screenshot    

672
R
Active talker
D
dominicsun134New SysMate
asked in Help Desk
How to assign action item to multiple user or a group

How to assign action item to multiple user or a group? I created an Approval action item, I need to assign this action to multiple user or a group of people, how can I do it?

851
L
SysAider
G
grozicNew SysMate
asked in Help Desk
What is happening with SysAid support?

Hello everyone. Is anyone else having issues with responses from SysAid support? We have been sending them emails directly and trough the web site since July and we haven’t received a single response. Our account has expired and we aren’t able to get someone to enable it. Also someone from SysAid contacted us for new licence prices and when we asked about the account, no response about that. But of course the new licences were sent. Any suggestions how to get in touch with someone to enable our account? Even telephone calls didn’t work. Best regards! 

1061
raluca.zarnica
SysAider
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Customize List - Valid for User Groups

Hi there, I have a general question, when it comes to customizing lists, is the “Valid for User Groups” only available for system/default lists? I’ve noticed that on the custom lists I create this option is not available?   

320
R
Active talker
S
Active talker
SAMMYLUCActive talker
asked in Knowledge Base
Size Limit for KB articles?

What is the limit for knowledge base article attachments?  I am trying to attach webinar videos and it cuts them off.  I tried to attach as a zip and the end users can’t download.  I know the answer is front of me, but I can’t figure it out.

972
S
Active talker
R
Rian StuartNew SysMate
asked in Help Desk
Unable to link tickets

I have created a problem ticket, and now want to link all the incident tickets to the problem ticket that are relevant. I have searched everywhere for a field that resembles Link, Related, Merge etc. and cannot find it anywhere as an option on any of our templates or forms. There’s no sign of any of these options within any ticket types either. I don’t understand why we can’t link tickets, or at least link incidents to problems out of the box with a help desk tool?! 

400
R
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Last modified SLA

Hi there,I’m trying to configure a last modified SLA but running into a slight issue with how it works. For example:When a incident service record has not been modified within the last 15 hours (in certain statuses) - Send a reminder to update the service record. If the administrator updates the service record following the reminder reset it. Following the reminder, if a further 5 hours passes without an administrator updating the service record, set the custom field ‘Last Modified SLA’ to be ‘Breached’. The issue I’m having is the ‘Escalation Agent User’ is resetting the last modified date every-time an escalation rule runs. I don’t believe I can use the ‘Reset Escalation Level’ because that would mean the SLA would never be breached due to the ‘Escalation Agent User’ setting the ‘Last Modify time’. Example:Reminder:Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Op

652
R
Active talker
S
Active talker
SuperSalmonActive talker
asked in Customize
Custom Notifications

As part of our Custom Notifications we have a simple two-answer survey that is sent out to an end user when a SR is marked as completed.  Currently this is what we’re using…#elseif( ${Status}=="Completed"Hi ${ReqUser.FirstName},Your ticket with a title of ${Title} has been completed with the following resolution - ${Resolution}To help us improve our services, we would love to hear about your experience with us.Did the Support colleague resolve your ticket to your satisfaction?I’d like to be able to tag onto this that I don’t want it to be sent to any of our assigned administrators/process managers. Our IT team tend to raise SR’s on behalf of other users and this means when they’re marked as completed, they receive the survey. Many thanks for any advice.

531
BiancaVatrici
SysAider
G
GHoweNew SysMate
asked in Asset Management
SysAid Agent Settings with Jamf Pro

Has anyone had any success with deploying the SysAid Agent for Mac and having a configuration file that populates with URL, Serial and account? We use Jamf Pro to push out apps and configurations for our macs and I can get the package to install, but it doesn’t fill in the above information. We do not use the RDS for Mac. Thanks! 

1482
E
Y
Yossi A 90New SysMate
asked in Help Desk
Integration between Jira service management and SysAid

Hey. I wonder if the Jira integration add-on is working with JSM (jira service management) as well? TnxYosi

862
A
SysAider
S
Support_KBNew SysMate
asked in Help Desk
Incident templates not showing in Help Desk menu

Hello,I want to create new incident templates, but nothing is showing in the menu:The view to filter the already created templates was changed:After changing that parameter is when the problem started to happen. As I previously mentioned, to set back the previous configuration is not possible as there is any button or function to select.I would appreciate if some​one knows how to resolve this issue.Thanks in advance!Best Regards​​​​​​

431
gabriel.lupu
SysAider
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Delete email messages - From service record

Hello there,On a request service record, we have the “Email Messages” field that contains messages received directly from our end-users. Below its just called the “Messages” section. SR Fields - SR Form - Introduction (sysaid.com)Is it possible to delete messages from this section? As in some cases we had end-users responding directly to tickets which includes screenshots containing sensitive information. 

543
A
SysAider
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Escalation rules - Add/Subtract to float field using "Action Builder"

Hi there,I just wanted to ask, if it is possible to add/subtract to a float field using the action builder on escalation rules.If I’m using the “Reset Escalation Level” option for the “Escalation level” to cause the rule is re-run if the criteria is met, but I want to restrict the amount of re-runs of the escalation rule WITHOUT having to build an escalation rule X amount of times to check + set the field each time.For example, A single escalation rule that adds +1 to a reminder-no field and the criteria of the same rule will only run when the reminder-no field is between 1-5 etc. Is this possible?      

421
raluca.zarnica
SysAider
S
Sea_TonNew SysMate
asked in SysAid API
Authentication issues when logging into SSP and Ticketing system

We are on-prem. No one can authenticate with their AD account, but pressing f11 will take you to the ssp logged in. So this work around is helping users create tickets. This also helps me as an admin get logged into the helpdesk. Though this may work it is not ideal.When logging into the helpdesk with ad account and password I receive “Incorrect login information.Letters must be typed in the correct case.Please make sure the Caps Lock key is disabled.”My account is not locked in AD and I’ve tried logging in using Chrome, Firefox, and Edge.When I use the domain\username I get “Wrong captcha”. We never used domain before - but figured I’d give it a go anyway.We did change to ldaps. Though I can’t remember if this problem happened before or after we changed this.Any ideas or more information I can provide?

1465
S
S
stucolNew SysMate
asked in Help Desk
Sysaid not working

Sysaid Australia not working

892
A
SysAider
A
Active talker
abonfimActive talker
asked in Asset Management
Issue regarding upgrade of agent version

Hi everyoneI’m facing an issue about job of upgrade agent version. Like attached, I have a lot of version of agent and I’m not able to upgrade them.I’ve done a automatic job for to do this and does not working.My current sysaid version is v24.3.30 b38 (Cloud) and I haven’t a Local RDS.Somebody has any way to solve this?  

643
A
Active talker
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bikin4funNew SysMate
asked in Help Desk
Ticket System Down After Migration

We recently changed hosting company and went with Siteground, we imported all the files and edited the config file to include the new db credentials, we also imported the PHP database with the correct pre-fix, yet we are getting a PHP file display when we go to this link for example: support.mydocumentshredding.com/index.php?a=add Can you please help us pinpoint the cause of this?

361
C
SysAider
A
Active talker
abonfimActive talker
asked in Self-Service Portal
All pages with Codification error

Hi everyone?I’m facing a problem here regarding codification of pages. Meu Tenet is in Brazil/Portuguese linguage and all pages have the problem like attached. I’m using UTF8 in Sysaid and I have the issue.Some body could help to solve this?   

501
raluca.zarnica
SysAider
M
Active talker
mszcActive talker
asked in Help Desk
Escalation Rule not working in some tickets

SysAid Edition / PackagePro Plus EditionBuild Numberv23.3.35 b4 Hi, I have for years a simple escalation rule that set tickets with status Ready to Closed six days after last modifikation date. It works for most of it, but not for some. Cant see a difference. The oldest SRs which are not working are from early 2022. We have tickets back to 2009.  There is no filter other than status ready:    Can I manually test the Rule when I change something? Is it a bug?

792
M
Active talker
J
Jonathan PurvisNew SysMate
posted in Asset Management
Itune and Sysaid agent

Hi Guys I'm trying to get the sysaid agent to deploy via In Tune I know I'm not the first but could anyone point me in the right direction for getting all our config passed down the command line., please would this work SysAidAgent.msi SERVERURL="oururl" ACCOUNT="accountname" SERIAL="serial" CONFIRMRC="N" HOTKEY="F11" SUBMITSRSHORTCUT="our company - IT Helpdesk"

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C
Community Enthusiast
chrisisCommunity Enthusiast
asked in Reporting & Analytics
What are the defaults for Time to Repair and Time to Respond?

Our sysaid instance has had many customisations over the years, some of them good, some of them… not so good!I think both timers have been edited but I am only able to find the default setting for Time to Repair, here: Timer Forms - Timers (sysaid.com)Where can I find the default configuration for Time to Respond?Secondly, is there a way to increment a time until a condition is met, but only for the first time? For example, I want to record how long a ticket is in New status, until it changes to Triage status, and after that I want the timer to stop regardless of whether or not the status changes away from Triage.

722
C
Community Enthusiast
S
Active talker
SAMMYLUCActive talker
asked in Help Desk
Quality Score Self Servable

How does the Self Servable quality score know the client did not need further assistance?  When does it get updated? 

462
C
SysAider
S
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. 

613
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?

542
A
SysAider

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