Recently active topics

47 Posts

N
nnemeth
asked in Help Desk

Admin Group Not Receiving Emails

Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.

3
Sela Weinrob
SysAider
10 hours ago
Francis Li
SysAider
Francis LiSysAider
published in SysAid News

[SMART 2022] Nominate people who truly deserve the award!SMART 2022

We are so excited SysAid SMART is coming back, including our amazing SMART Awards!  Award submissions are now open!You can nominate yourself, your team, a colleague submit your application for a SMART Award before August 22nd! Tell us who is the best:      🏆 Champions of Employee Experience     🏆 Pioneer in Service Automation     🏆 IT Hero of the YearSubmit IT here 👇  

4786
Maayan Karstaedt
SysAider
20 hours ago
Maayan Karstaedt
SysAider
Maayan KarstaedtSysAider
published in Welcome SysMates!

Hello! Hi! Introduction time :)Sharing the Love

Sometime it feels like it’s you against the world? The pour of tickets? The avalanche of issues to handle immediately?Well you don’t have to be alone in this there are many SysMates here waiting to get to know you, talk shop, share collaborate and elevate your game. Together.  Let’s take the first step, tell us a bit about you, In the comments :)  

1563
Karlson
1 day ago
G
GuyMuir
posted in Ask A Question

Acces au configuration de SLA/SLM

Bonjour serait-il possible de savoir quels droits donner pour avoir accès a ceci merci

1
Sela Weinrob
SysAider
2 days ago
C
COKWriter
asked in Ask A Question

Question- How to setup Email Notifications when a Request is completed to Group that is not the assigned group

I am using Sysaid Cloud version.  I want to setup a notification that delivers an email message to an Admin Group when a request is ‘closed’.  (Request Completed)This admin group is not the assigned admin group, just a group of interested people who need to know when other requests are completed.Where would I do this? Is it in Workflow Notifications? I looked there but was not sure what to put on the Service Request Details screen regarding Request User.  These notifications apply to all request users.Thanks for your attention  

1
Sela Weinrob
SysAider
2 days ago
G
Geek girl
asked in Help Desk

Email Notification

How do you setup email notifications once a person has put in a request. I have setup an email account to send and receive but it does not appear to show any emails from service requests.Thanks

1
Sela Weinrob
SysAider
2 days ago
A
adrian_ng_bousteadsg
asked in Help Desk

No Alert Mails received when new incidents arrive

We have been using SysAid version v22.3.20 b27.Sometime ago we realized we were not receiving emails on new SRs.Received an on screen prompt stating that there are consecutive failures on the incoming integration account. Have enable back the email integration and tested the incoming and outgoing email settings.Which is successful but still no email alerts on new SRs arrival.Is there something that we can do to fix this issue.Thank You !

6
Maayan Karstaedt
SysAider
2 days ago
L
liam888
posted in Marketplace

Block /Allow incoming email from certain addresses

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

7
Maayan Karstaedt
SysAider
3 days ago
K
keithk
posted in Help Desk

Is there any way to block certain extensions as attachments?

Is there any way to block .MSG attachments from tickets? We have certain end users who regularly attach emails with potentially malicious links and attachments to tickets wanting us to analyze them or help with opening the attachments. I don't want technicians to accidentally open an attachment thinking they're helping the end user and end up infecting us themselves.

2
Maayan Karstaedt
SysAider
3 days ago
P
Porage
posted in Installations & Upgrades

Updated Upgrade Kb article linked to "Latest Release" page

Sysaid has a professional services team to handle on premise upgrades, but for those of us who don't have the budget for a cloud implementation, or to contract PS it would be nice if the upgrade documentation was up to date and linked to the "Latest Release" page so that Admins could click on it and sign in with their sysaid accounts to get it.https://www.sysaid.com/product/on-premise/latest-releaseThe upgrade instructions I was able to find are mostly okay, (despite the old version #s, and the old version of Apache):https://community.sysaid.com/Sysforums/posts/list/6581.pageHowever, they don't mention that if you use apache you may want to save the: C:\Program Files\SysAidServer\tomcat\conf\server.xml and overwrite it after the install to avoid having your chosen ports blown away. Likewise the install instructions should link to the latest version of apache since Sysaid doesn't officially support IIS. I had upgraded to 19.4 and our sites went down because our apache was old.

1
Maayan Karstaedt
SysAider
3 days ago
Maayan Karstaedt
SysAider
Maayan KarstaedtSysAider

Version 22.3.40 - Gradual rollout: August 14 - 21Release Notes

Hi All, A new cloud release is here with some goodies on several fronts, let’s see what we have here:  Making it Easier to Adopt AI Service DeskFor accounts that are happily using a different user repository and must enable Azure for the AI Service Desk, we created a new option to define Azure as a secondary repository. For example, this enables LDAP and Azure User Repositories to work side-by-side.The 'Azure-secondary' mode allows customers to easily setup the AI Service Desk. They can activate the pre-requisite Azure integration without leaving behind their existing groups, filters, sign-in, and password services. Learn more here At least 8 accounts had this on their wish list and now it’s here! 🙌🏼 Query Builder: Low-code Configurability of Date FiltersInstead of having to choose start and end dates, admins can now choose from a simple dropdown list of pre-defined time periods in the query builder. This is available on list filters related to all entities across SysAid.  This sav

250
Maayan Karstaedt
SysAider
6 days ago
S
sgrimes
asked in Help Desk

${LinkToAttachments} URL in Admin Notification links to a 404 page

Our SysAid server was recently configured to use https, and this required using the FQDN in the URL to access the site. However, the ${LinkToAttachments} variable in the Admin Notification emails still uses the hostname only in the URL. When the link is clicked, the admin gets a 404 page due to the link not being the FQDN. Is there a way to change the ${LinkToAttachments} variable to return the FQDN instead of the hostname only?Example:helpdesk:80/linktoattachment VS. https://helpdesk.domain.com/linktoattachment 

1
Maayan Karstaedt
SysAider
7 days ago
K
kmcclung
asked in SysAid API

API / SSO Login

Hello, I have an API connection that has recently stopped working. My company has also recently rolled out SSO authentication to sysaid so I’d strongly imagine that the reason.Do you know what changes I need to get back online with the API connection?Keith

3
K
7 days ago
T
Tavo_mr
asked in Customize

Default view, location filter caption customization

Hello folks, I need to know how to be able to customize the location field, in the default view. I need to be able to check from where to customize the “Filter Caption and Filter Expression”. Any help would be very appreciated. Regards, Gustavo M.

1
Sela Weinrob
SysAider
9 days ago
D
DomBurke-ThePools
asked in SysAid API

Issues Posting to the Change Request Endpoint

Hi, I'm trying to send a request to the Change End Point http://helpdesk:8080/api/v1/sr?type=change&templateID=1 and I am getting the following error back Status 400 - Message 'Failed to load service record template:5' I am able to successfully post a Request using the end point http://helpdesk:8080/api/v1/sr?type=request&templateID=12 Any ideas what is going wrong please?

1
Maayan Karstaedt
SysAider
9 days ago
S
skatz
posted in Welcome SysMates!

Old Community Posts/Content?

Hello, back on the July 1st announcement email for the new community it was mentioned that content from the old community forums would migrate over, but I am not seeing any of the old threads/content I posted on or had ‘saved.’ Is there any way to access this still?

2
S
10 days ago
A
adsouza
asked in Self-Service Portal

Self-Service Portal - Adding Status

The self service portal is not user friendly i.e. there isn’t a status for an end user to see all “Active” tickets. They have to select all the relevant status as part of the criteria.

10
Maayan Karstaedt
SysAider
14 days ago
R
rward6
posted in Help Desk

Ability to Change Status when tech sends message on Incident or Request

Is there a way to have SysAid automatically change the Incident/Request status when a tech uses the Send Message on a ticket? Ideally we'd like to have the status displayed on the Send Message form so it can show the default or tech can select a different status.

3
W
14 days ago
A
adsouza
asked in Help Desk

Ability to copy views between All Tickets and Incidents.

Currently, the views for All Tickets is different from the ones used in Incident, Request..etc. There needs to be a better ability to replicate the views created in All Tickets to other areas. The challenge with the current approach is while it allows for greater level of customization, it is painful having to recreate the same views in incidents, requests etc.

2
A
14 days ago
Maayan Karstaedt
SysAider
Maayan KarstaedtSysAider
posted in User Management

Time to change your Gmail SMTP email integration to OAuth 2.0

Did you catch the news? Gmail announced it will no longer support SMTP protocol for free accounts and is expecting to roll this out for paid accounts at a later date. Now’s a great time to get ahead of this and make the transition to the more secure and updated protocol of OAuth 2.0.Setup of the new email integration is simple: 1. In SysAid, go to: Settings > Integration > Email.2. Click the Create New button, and follow the instructions in this Google Email Integration with OAuth 2.0 Guide.3. Test and verify the new integration: Send manual email, reply from tickets and take actions that trigger automatic notification.To disable the SMTP integration [see screenshot below]:In SysAid, go to: Settings > Integration [1] > Email [2].1. Choose the SMTP integration list item and uncheck:2. Select the Outgoing Email tab [3]3. Uncheck Enable outgoing email4. Click Apply [5].5. Select the Incoming Email tab [4]6. Uncheck Enable incoming email7. Click Apply [5].Act today and avoid th

2
Maayan Karstaedt
SysAider
15 days ago
M
MeraPC
posted in User Management

User not Syncing from LDAP.

Hello Support, We created a new user account a few weeks ago, however the user has yet to sync from LDAP to SysAid. The user is in the correct OU, and the Sysaid integration portal has established a connection. We've set the Sync setting to run every day. Please advise. thank you,

2
Maayan Karstaedt
SysAider
15 days ago
DenaWF
SysAider
DenaWFSysAider
published in AI Service Desk

New AI Service Desk Feature Roll-Out, Talk to Us!News

Great news! With the new Cloud release v.22.3.20, which is being rolled out from July 17-24, the AI Service Desk (with Microsoft Teams) got a terrific upgrade. Now employees can create tickets in Microsoft Teams and classify them in just a few seconds – adding urgency, categories, and additional info. Tickets are routed to the right department or person without the need for an admin to manually review and classify them. SLAs are not missed and tickets are resolved faster! It’s a win-win for both employees and admins alike 💪  Interested in trying out AI Service Desk?Talk to one of our service automation consultants – book a meeting at a time that suits you.If you have any questions, please do not hesitate to reach out to me too 😊Cheers,Dena

2703
DenaWF
SysAider
15 days ago
B
billwork
asked in Welcome SysMates!

How do I get access to the Forum?

How do I get access to the Forum? I get the “Whoa”. 

3
Maayan Karstaedt
SysAider
15 days ago
J
jpnels71
asked in Knowledge Base

Is there a way to link a knowledge base article to a ticket?

Is there a way to link a knowledge base article to a ticket?  Right now we are relying on techs to add a knowledge base article number to the resolution so we can tell if an issue was fixed using one of the articles already created. This would allow other techs to see if a specific article was used to fix an issue by looking at old tickets.

1
Sela Weinrob
SysAider
19 days ago
M
misaqoo_29
asked in Ask A Question

SQL Dump

Hi there! My company was subscribed to SysAid a few years ago but unfortunately did not continue with the licensing due to some issues. Our IT personnel had performed an SQL dump on the SysAid server to create a backup and acquire the faq files, attachment files, etc. The files are all .DAT file format, where opening them with Microsoft Word or Excel would not display them correctly (Encoding issue). I have tried setting them to all sorts of different encoding but to no avail. Please help me! 🙄 Cheers.

1
Sela Weinrob
SysAider
19 days ago

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