Solved

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

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.

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.

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

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.

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.

We use the email integration to get our tickets. Employees email our help desk with their issues directly and it is turned into a ticket within sysaid.After we close the tickets we send an email that asks the request user to respond if the issue is not resolved. How can I change the status on a ticket when an end user replies to an email from sysaid regarding the ticket? We could use this in multiple ways, but in this instance specifically, if a user sends a message to a closed ticket how do I then change the status to “Reopened by User”? 

Is there a location where outgoing emails go into a queue before they get sent. If many emails get sent at once will the be put somewhere before going out? 

we are trying to set up our sysaid tickets with weights and was wondering if anyone out there had any ideas that work for them or access to some kind of best practices etc

I’m trying to edit a Request Template, and when you create a new request subtype and view the template it creates, the tab order isRequest Details; Approve (Workflow tab); Close; History; Related ItemsBut if I want a different workflow tab to replace Approve, is there a way to do that? When I add one, it just gets added to the end of the list. I recognize if I want to rearrange workflow tabs with other workflow tabs,  I can do that, but that isn’t what I’m trying to do. Thanks!

Good morning,We have a Request Template that we would like to add attachments too. However, when we add the attachments, they do not populate in our test requests. Is this a limitation or are we doing something incorrectly? This is just a screenshot as an example, I realize there are currently no attachments selected. 

Is there an easy way to delete multiple FAQs in the knowledgebase as well as move items to new categories. I am trying to clean up an existing knowledgebase with older articles and I want to reorganize it but the process of working on one at a time is very tedious. 

I am currently on V20.2 and need to upgrade to the latest version. But to do so, we are told to upgrade to 21.2 first then upgrade to the latest version from there. But I cannot seem to find a page that has all the previous versions to download.

how ca i chat with a tech, I need help with SysAid, i'm trying to disable a user and the application not allowing me to, yes i'm an ADMIN

We have never archived tickets in the past, and we have been using SysAid for about 12 years now.On a test server, I have setup an escalation rule to archive tickets with a request time of < 1/1/2011.  In theory, i thought this would archive all the 2010 tickets.  It did a pretty good job, but for some reason it left about 64 tickets unarchived.  Not sure why. My other issue….when viewing archived tickets, i can only see 1000...even though i am selecting all.  Any thoughts how i can work around this issue?   Lastly, is there a way to not to send notifications when a ticket is archived.  That would certainly make a mess of several mailboxes. Thanks - 

I’ve been able to (somewhat) get the Launch Automation Process to work for calling a Powershell script, but I’m having trouble with the script always reporting as Failed. At first I wondered if I needed to use an exit code, but even that isn’t seemingly working. How do you need to end a Powershell script to get Sysaid to report a success instead of a failure?Powershell script is currently (not sure how to terminate it)$loc = "C:\AutomateJoe\Powershell\output.txt"Add-Content $loc "This is 1:"Add-Content $loc $in_param_01$process_exit_code = 0exit 0 Logs attached. 

Se puede realizar en la herramienta alguna configuración por cliente que les permita a algunos visualizar la herramienta en Ingles y a otros en español?

Good afternoon friends!I'm having a problem with the service stopping, does anyone know how I can solve this?Half of our park works and the other half doesn't....I've contacted support but so far nothing....

Does anyone know how to contact SysAid about an urgent problem?Our users keep getting disabled. We had agreed with SysAid reduce the number of our licenses next month but on 2 occasions this week, all of our licenses have been disabled with no warning.Gal Nevah assisted us with this problem yesterday but they are not replying to us today and we have no other way to contact SysAid.Does anyone have a phone number for them?

Hello, i need to update sysaid agent, but i cannot find where i can download (from your webpage)

Hello, We are working with SysAid Version 15.2.05.101. Yesterday , There are error occurred, and SysAid stop working Error message as below. NOT FOUND __________________________ HTTP Error 404. The requested resource is not found. It is very much helpful if some one help in above case. Thank you in advance.

It would be really useful t be able to include details of SLAs in to auto notifications sent to users. Currently this doesn't appear to be an option.

Sometimes, for various reasons, a call is in a state where it can't be closed because of something that has to happen in the future, but there is nothing that can be done until that time comes. For example: - someone logs a call to do something for them on a certain date (in the future) - most of a call is completed, but there is one task left that needs to be done in the future These calls are not ready to close, so they take up "space" on an active queue. It would be nice to be able to set a reminder time, then close the call and have it re-open automatically when the time comes. We already use reminders for warranty expiries, but i can't see how to make that work for this scenario. Thanks

Good afternoon. I've downloaded the Iphone app and can not figure out which URL needs to be used. It asks for the following: URL: Username Password I've used the URL that I typically use in Chrome on my laptop that I use daily. Am I missing something? Where could I verify the correct info that needs to go into the app. Thanks in advance!

Sometimes, SysAid likes to add a thousands separator in the ticket number, which might be just an aesthetic issue but I want users to see a very clear ticket number. As an example, our email subject format in Customize > Notifications > Email to end user regarding a service record is: ${StatusNotification} - ${Title} The rendered subject text is: Regarding Service Record #1,037 Replacement personal phone Can we agree that the ticket number should look like this: #1037 ? Thanks, Craig