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.
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
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
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.
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?
Sysaid Australia not working
Welcome to this edition of SysAid Product Updates. We’re excited to bring you something the community has been eagerly awaiting: 26 new integrations! 26 New Add-Ons Now AvailableWe are pleased to announce that SysAid has expanded its capabilities with 26 new integrations. These additions include seamless connections with your favorite tools designed to enhance your workflows and improve operational efficiency.Learn more Data Pool SegregationAgents can now configure which of SysAid Copilot’s chatbots have access to specific datasets, providing greater control and privacy. SysAid Copilot ensures the right people access the right information, with defined data permissions keeping sensitive tickets securely restricted to authorized individuals.Learn more Image Analysis from AI Emailbot End users can now upload screenshots of errors or photos of faulty products directly through the AI Emailbot, as well as via AI Chatbot or Microsoft Teams. The Image Analysis tool quickly delivers actiona
We recently changed hosting company and went with Siteground, we imported all the files and edited the config file to include the new db credentials, we also imported the PHP database with the correct pre-fix, yet we are getting a PHP file display when we go to this link for example: support.mydocumentshredding.com/index.php?a=add Can you please help us pinpoint the cause of this?
SysAid Edition / PackagePro Plus EditionBuild Numberv23.3.35 b4 Hi, I have for years a simple escalation rule that set tickets with status Ready to Closed six days after last modifikation date. It works for most of it, but not for some. Cant see a difference. The oldest SRs which are not working are from early 2022. We have tickets back to 2009. There is no filter other than status ready: Can I manually test the Rule when I change something? Is it a bug?
sysaid_1 | Initializing log4j with: /SysAid/apache-tomcat/webapps/ROOT//WEB-INF/log4j2.xmlsysaid_1 | library initialization failed - unable to allocate file descriptor table - out of memory/SysAid/SysAid_container_init.sh: line 210: 32 Aborted (core dumped) $JAVA_BIN -cp ${CP} com.ilient.server.CheckConf "$SYSAID_HOME" "$SYSAID_HOME/WEB-INF/logs/initdb.log" "com.mysql.cj.jdbc.Driver" "jdbc:mysql://$DBHOST/$DBNAME?characterEncoding=utf8&useSSL=false&serverTimezone=$DBTIMEZONE" "$DBUSER" "$DBPASS" "mysql" $UNICODE
I have been receiving reports that some users are receiving the message when trying to sign into sysaid that their user does not exists in the sysaid database. Currently LDAP is set correctly, no changes prior to users receiving the message. We have enough spots for new users to be added. And not sure if it is related but while in the user list I can see that they are active, when I select them to be disabled their status does not change. Can someone point me in the right direction to try to troubleshoot further?
Our sysaid instance has had many customisations over the years, some of them good, some of them… not so good!I think both timers have been edited but I am only able to find the default setting for Time to Repair, here: Timer Forms - Timers (sysaid.com)Where can I find the default configuration for Time to Respond?Secondly, is there a way to increment a time until a condition is met, but only for the first time? For example, I want to record how long a ticket is in New status, until it changes to Triage status, and after that I want the timer to stop regardless of whether or not the status changes away from Triage.
Hello,I have my Setting set up as French as my language. When I ask a question in French, the AI replies in French. The UI has the labels in French. However the welcome message in AI is in english. When ticket is submited, language is in submitted language. Admins can not translate - without using web. Is SysAid supposed to translate for the Admin? Secondly, when admin responds, the response to client is in English.
How does the Self Servable quality score know the client did not need further assistance? When does it get updated?
Does Chatbot have the capability to provide documents for the client to download? Example: If client asks for a requirement template - could Chatbot provide the template? Secondary question: Can Chatbot return pictures? If we have flowcharts, can we load those in datapool and they be returned when questions are asked? Thanks!
On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through. We need to ask clients set of questions (yes/no) to accomplish this. thank you.
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