Hello Friends,Is there a way to set up a view in SysAid so help desk techs can view their tickets and sort the tickets by last updated time/date? Thanks!Reed
Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE > Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?
Is there a way to set the LDAP to restrict it to only load new users from an active directory instead of using the full scan or normal scan option ?
my current config only allows users to add notes to a ticket when working in the portal view --Is there a way that users could submit messages in the portal - the same functionality as when the user replies to the ticket in email?
Hi, I would like to get a specific value from a relational list to send in an email notification,I know its suppose to look something like this:$AccountObj.getCustValues('srSubTab_cust_hilanet',$resource).getCaption($CurrentActionItem.getAddonFieldValue('CustomColumn371srSubTab'))but for some reason it’s not working…Please assist me with this and if there is any documentation for getting these custom values it would be very helpful :) Thanks in advance,Haim.
We are using the SysAid cloud version and I’m working on generating reports and getting them scheduled. So far, it has mostly been a breeze between the reports that came with our edition and the few that I’ve had to create. However, I need to do one that reports something along the lines of average time a ticket takes to go from new/open to closed status. Does anyone know of a report already in the system that does this? And does it take into my desk’s predefined worktimes into account? Such as if I have my times available listed as 9-5 and the ticket comes in at 430 when I open it at 9 the next day it should say that it’s only been open for 30 minutes instead of 16 hours and 30 mins. Thanks in advance.
Hi there,I’ve recently been tasked with setting up some new templates and I can see that there are multiple templates using the same Sub type.When setting up a new template from Service Desk Templates > Incident Templates I’ve tried duplicating one of the templates that uses the same sub-type but that just creates a new sub type and when trying to create a new template from scratch (In Service Desk Templates > Incident Templates) i don’t have the option to select which sub type to use. Where am I going wrong? Kind regards, J
We are looking for a way to report on when the status (not necessarily the last modification of the SR) was last changed for a service record. The outcome is a way to track how long service records have been in say a Pending User or Customer Responded status regardless of other notes or field changes in the service record. Ideally, a database field dedicated to that with a timestamp of when the last status change took place. Does something like this already exist?
Our company utilizes SysAid Cloud. There is an onprem assisting server from which RDS runs and SysAid Agent is pushed out. It has been installing version 23.2.30.54 on new computers without any prior installation. The other 240 computers are running the same version 20.3.30.64 , that they have been running for the last 2 ½ years. How do I get the old agent replaced with the new agent on these endpoints. The assisting server has the new version.
The issue:When a Helpdesk analyst sends the requester a message from within SysAid - they don’t format the text in the box because they don’t have time. They just write a message and send.This results in a message that doesn’t look as professional as the end user notifications (which have custom tables and formatting), and because the “include SR details” is ticked by default, they forget to untick it. We end up with a message that looks like this: Is it possible to set a template to appear when you click the ‘send message’ box, so that the helpdesk analyst doesn’t need to format text - but the message sent out matches the other notifications? I may be missing something in the documentation - apologies if so.I would like these messages to look similar to my end user notifications with the same formatting, but not repeat the details (can we set it so that include the details of the Service Record is unticked by default?) I would like as little ‘work’ for the helpdesk analyst as possibl
Hello everyone I am trying to work with the sysaid api and I would like to know if there is any way to have the list of endpoints of each functionality that can be obtained from the sysaid api. And we have a ticket to connect postman with the sysaid enviroment.
I am looking to leverage my On-Prem installation with a way to dedicate certain assets as “loaner” and then use Sysaid for requesters to check them out and back in.Is there any way to accomplish this?
Hi, I need to find out how to add fields to the template for mobile app. We have a location field that is shown on the web version but is missing on the mobile app. Thanks all!
It is possible to customise the Power BI extract? I have a monthly report that exports to CSV and arrives by email When I attempt to set up the Power BI extract, these are the headings I have, and they are limited.How can I match the email report items to the Power BI extract?but my report headings are these and do not match the options in BI Analytics settings:
I have previously used an on premises version of SysAid where we used the end user portal instead of the self service portal. I now have a cloud instance and I can’t find the setting to switch to the end user portal. Is this available in the cloud version?
Hi All,Is it possible to select company berfore User on new incident ?Today when i select a company, this field is moved to none value due to no user request selected. I have first to select user over thousands user and then company !I don’t anderstand where to change that ?Best Regards,
In the self service portal, users can see their open tickets as well as “recently closed”. Does the “recently closed” list show all of their closed tickets, or only those closed in a given time frame (and what time frame)? I need users to be able to view all of their tickets regardless of when they were closed, but I can’t find anything in the settings or documentation on this.CheersJenny
I support users who work shifts and need an easy way for them to communicate with their colleagues on the opposite shift to them. If I use the “cc” field in the incident form, does the cc’d user get copied in on all email notifications on the incident?
Is there a way to remove the “Solution” field from the end user SR Form? I have removed it from the submission form, but can’t figure out how to remove it from the view when a user opens an existing ticket.
We had a multi-user issue today, and when our tickets are raised, they come in with blank categories.Is there a way to force the child ticket to inherit the categories of the parent when you add the parent ID into the child ticket, when it has blank categories?It meant that our analysts had to manually update every category as well as the parentID today for 30+ tickets.
I’m trying to customise our Request templates but I am unable to move simple fields as the ‘Design Form’ isn’t available.I’d like to move the Notes field from the Close tab to the Request Details tab, for example - and remove some fields from the Request Details tabAm I missing something obvious? I can do this with an Incident template but not a Request.
I am trying to create a custom request template with my own questions. Is there a way to do this? I don’t see a “custom” action item to add to the template. Any help would be helpful.
HI,I’m starting to setup a global asset system, ( asset lists) ,I wish to create first, sections for each site\region &groups , ( global zones)for each region I will need to setup some rules; filters like -working days, working houres, and create filtering by that.than I will wish to create reporting for each zone, (for clients reports ) If you can please advise,Regards,
We deal with Tickets that run over 2 years is there a way to extend the auto archive function to 2 or more years
Hello, there was an old post way back on the old forms where a user used the customization options on the “Advanced” tab of Customize > Field Customization to highlight the values in a certain color based on that value. I believe the example was a basic Low,Medium,High, with “High” showing in Red in the list. We are able to get HTML style values inserted into the “Display in Form” options, but cant seem to get anything to work in the Display In List box.Anyone doing this successfully or have any examples?Thank you for any guidance!
Already have an account? Login
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.
Love what you're seeing?? Sign in to see exclusive content and contribute to the community!
