Does SysAid allow you to have Watchers (or FOllowers) on a ticket - to be notified of changes? Someone who isn’t working ticket. Our Account Managers if they have an escalation on the ticket, could they get notifications? hey would only want it on certain tickets.
Good day:Hello to all SysMates - it is my first post in the Community!When clicking the Send Message link in both INCs and REQs, the dialog box pops up as expected. The sender fills out the input fields then uses the Send button. Endpoint users (Request user aka recipient) are reporting that they do not receive the sent message. Thank you.
Is it possible to edit the default basic/advanced request templates to remove the statement "If relevant, add this Request details to the Knowledge base. Close the Request." out of the notes of those templates?
I’m observing the following:When the request user replies to an email notification and adds some information, the associated ticket is updated with a new note and an email notification is sent out to the assigned admin. The status will be updated to “user responded”. When the admin replies to an email notification and adds a note, nothing is sent to the request user, even though the option to notify a request user when “notes are added” is clearly checked. How can I ensure that an email notification is sent to the request user when the ticket is updated with a new note? I need the notification to happen every time a new note is added to the ticket. Thanks for any assistance. ...Brad
Hey there! I'm curious to know if anyone has managed to get SysAid and Intune up and running together. I've been playing around with the Remore Control in SysAid, and, as expected, there are a few minor hiccups. But I'm really keen to find out if using Intune to deploy the Remore Control helps iron out any of the issues I'm facing. GPT says if both systems are communicating with eachother, I should be able to deploy RC directly from Intune. Would it be any different? Probably not, but wanted to reach out to see if anyone else found a solution to our issue. Thank you! :)
hi guyz can assist me ...im having issue in space environment where by the category is not populating. any solutions?
we have end users who submit tickets and consultants who work the tickets. I need the notes that the end users add to the ticket n their self service portal, to be visible to the consultants in their self service portal.
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?
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
SysAid Product Update: October 2024 Edition Welcome to this edition of SysAid Product Updates! This issue brings together the latest SysAid features in one placeAI Insights Sharing OptionsSysAid Copilot's AI Insights report offers detailed performance analysis with auto-generated weekly summaries, forecasts, and recommendations based on industry benchmarks. Agents now have more control over sharing these reports, allowing them to specify target groups and individuals for notifications.Learn moreNew Integration: IntuneWe're excited to announce a significant upgrade to our asset management capabilities. Our new integration with Microsoft Intune provides a more comprehensive and accurate view of your device inventory, ensuring your asset data is always up-to-date.Want to explore these new benefits firsthand? We're offering limited spots in our beta program, so book a call to secure your place today!Please note this integration is only available for cloud customers.File Attachments in AI
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?
Hello,I have a business need to include messages, activities and notes in email notifications generated by sysaid. I’ve been looking at the notification template for “Email to end user regarding a service record” but would need to know the variable names used to access this data. I’m certain there must be some variables available, this is pretty standard service desk behavior. Any help is greatly appreciated. ...Brad
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!
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?
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.
🎉 We've got exciting news!SysAid has been awarded a 2025 Buyer's Choice Award from TrustRadius! As Allyson Havener, SVP of Marketing and Community at TrustRadius, put it, "This recognition highlights the powerful impact SysAid has had on its customers."We'd like to thank our amazing customers for their trust and for sharing their positive experiences.#SysAid #BuyersChoiceAward
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?!
Hello,We currenly use the latest on prem SysAid server version: v23.3.40 b5. Application server use Tomcat version 9.0.71,but we would like to upgrade this because of potential vulnerabilities. How can we do this? Is there any documentation which detail this process? Could anybody help me? Thanks,Steve
Dear support, Please provide me an email address where i can send an email about a security issue i have found in sysadi on-prem
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
Hi Team, I noticed that when I’m replying for the email of a ticket through outlook, new tickets generate automatically for the existing tickets. Kindly provide feedback on this issue. Ex: Original ticket is #123456 and when replied to it #123457 Re: Urgent Tickets - 1542329 and next #123458 Re: Urgent Tickets - 1542329 are created.
Is SysAid able to generate its own Service Records on a scheduled basis? For example, members of our Service Desk team have set tasks that they deal with on a monthly basis and the idea is for SysAid to raise these as a SR and assign to the relevant user for review.
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.
We're over the moon to announce that SysAid Copilot has been crowned the 2024 Generative AI Product of the Year by TMC! This monumental achievement solidifies SysAid's position as a leader in innovative ITSM solutions.This prestigious award recognizes SysAid Copilot's exceptional ability to leverage generative AI to streamline operations, improve efficiency, and enhance customer satisfaction.
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