Product Anatomy

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​​​​​​

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. 

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?      

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?

Sysaid Australia not working

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?  

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?

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?   

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?

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.

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

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. 

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

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.  

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? 

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

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. 

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. 

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. 

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?    

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

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.  

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?  

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.

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 powe