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.
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.
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 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.
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
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 - ${Resolution}To help us improve our services, we would love to hear about your experience with us.Did the Support colleague resolve your ticket to your satisfaction?I’d like to be able to tag onto this that I don’t want it to be sent to any of our assigned administrators/process managers. Our IT team tend to raise SR’s on behalf of other users and this means when they’re marked as completed, they receive the survey. Many thanks for any advice.
Hello,I’m struggling with action item call through the API.Based on the documentation : I tried the following API call on Postman: The “type” is not working (even copy past from the doc) and without the type I juste have a 500 internal error from the server. ids = my request ID Can someone help me with this ?
Has anyone had any success with deploying the SysAid Agent for Mac and having a configuration file that populates with URL, Serial and account? We use Jamf Pro to push out apps and configurations for our macs and I can get the package to install, but it doesn’t fill in the above information. We do not use the RDS for Mac. Thanks!
During my trials with Sysaid and working with my sales engineer they told me there was a way to restrict character lengths for custom fields that I enter? For example:I want to create a field called Project Descriptionand I need to limit the input size for that to 25 characters I cannot find where to do this? am I missing something, or is this a feature that is not actually available
Hello Everybody, I’m struggling to add a attachement (xlsx file) to an existing SR. Here is my code :Function Add-SysAidRequestAttachment { [CmdletBinding()] Param ( [parameter(Mandatory=$true)] [String]$BaseURL, [Parameter(Mandatory=$true)] [Microsoft.PowerShell.Commands.WebRequestSession]$SessionToken, [parameter(Mandatory=$true)] [String]$RequestID, [parameter(Mandatory=$true)] [String]$FilePath ) Begin { $VerbosePreference = 'Continue' } Process { Write-Host "Entering Add-SysAidRequestAttachment" # Préparer l'URL pour l'upload du fichier [System.Uri]$Uri = "$BaseURL/api/v1/sr/$RequestID/attachment" # Lire le fichier à envoyer Try { $fileStream = [System.IO.File]::OpenRead($FilePath) $fileSize = $fileStream.Length Write-Host "Fichier chargé : $FilePath, Taille : $fileSize bytes" } Catch { Write-Host "Erreur lors de la
Hey. I wonder if the Jira integration add-on is working with JSM (jira service management) as well? TnxYosi
Can someone let me know how we can set a different default font and size when sending a message?
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 someone 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?
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