the My Settings option is not showing up in the self service portal. it has been enabled in the service catalog item section of the self service portal and has been set to visible to user groups “all Users”.I am able to remove and add all the other items on demand but just not the My Settings
I would like to make the description a drop down list for consistancy AND i would like to add a default time for a template. Is this possible?
Hello,Not sure if this has been asked before but I couldn’t find any reference in the help manual or in a previous post, so I will make a new one.Is there a way to exclude days (e.g. holidays) from the “Operating times” but not to perform the “add”/”save” actions for each agreement/company? Thanks
I’d like to be able to re-route a ticket to another group -I’d like to be able to leave the ticket unassigned so the team lead of that group can decide who to assign the ticket to --Is it possible to do this with incident and requeste tickets in SysAid?Thanks!
So whenever we get an email into our helpdesk that is sent as HTML only (i.e. from my wife’s iPhone or from our School Information System) we don’t get anything in the description field except “Content not available”.The issue we have is we are trying to setup automatic notifications to the helpdesk when new students are registered so having to go look into the email system to see what the body of the email is can be a bit annoying.
Hello, is there a way to setup the default email from where the workflow notifications are being sent? Currently they are being sent from the “default email integration email”, but we would like to change it to no-reply@sysaid.com. Any suggestions are welcome.Thanks
anyone else experiencing strange behavior using Firefox 121.0.1 (64-bit) with sysaid? When I go to close a ticket, for example, a dialog should pop up asking if I want to add it to the knowledge baseIn my case, it’s putting that dialog into a new tab instead John
hello all. I’ve had a horrible time trying to get one of my LDAP connections to work. I have 2 working LDAP connections. and my company is a city that has many different child domains out of necessity. Our police child domain just will not work. I’ve set everything up identically to the other two, but nothing is working. When I test the LDAP setup is gives me this error: Error: Exception while checking configuration: Exception while checking configuration accountId: <myaccount> <myRDSname>:389 I’m not sure what to do at this point, this is a brand new, purpose built server, just for RDS purposes, all DNS is correct, and SysAid support hasn’t been helpful at all, over the last 2 days I can’t get a hold of them. I got chat once, and their advice consisted of “use the ip address instead of the name in the LDAP server url line” which I did try. For the record, I’ve deleted and rebuilt the RDS twice, removed the credentials and re-added them, but I just can’t get it to s
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Good afternoon We recently implemented SysAid mobile to enable our technicians to work on their incidents or create new incidents in the field. However, when clicking on New Ticket, the screen is just blank and it shows ticket #0 Please help!
We need to reset our SysAid administrator information. How can we do that?
We have the following version set up for our business as a test. The HESK app works very well.· HESK version - 3.4.3· HESK license - FREE· PHP version - 8.1.27 (MySQLi)· MySQL version - 10.5.23-MariaDB-1:10.5.23+maria~deb10 However, we have an issue with the timezone.When creating new tickets, the HESK system captures them with the incorrect timezone.Any idea how to fix this? Our timezone is Africa/JohannesburgWe have the following version set up for our business as a test. The HESK app works very well.· HESK version - 3.4.3· HESK license - FREE· PHP version - 8.1.27 (MySQLi)· MySQL version - 10.5.23-MariaDB-1:10.5.23+maria~deb10 However, we have an issue with the timezone.When creating new tickets, the HESK system captures them with the incorrect timezone.Any idea how to fix this? Our time Zone is Africa/Johannesburg
Hello SysAid community,I’m interested if anyone has found a way to reply to a ticket with templated responses - I’m thinking of a type of functionality in SysAid where you can select a template or a saved reply when responding to a ticket -- currently we just keep a handy document and copy/paste from that document into our message back to the ticket requestor - But if there were a way to just select a response that would be helpful. Has anyone seen anything like this? Thanks!
I want to enable the Supervised Requests option within SysAid, allowing line managers to view the incidents/requests submitted by their team, and I have no clue where to start.I’d therefore appreciate any advice/assistance/documents that anyone can provide to help me with this.Thanks in advanceMelanie
Users claimed they submitted tickets, but none of our administrators could see it in the “Service Desk”. Turns out, We searched the End Users individually and found the tickets under the “Help Desk” tab.But the users didn't fill in the “Category” Field on the tickets (and therefore doesn't show up in the helpdesk dashboard) but were still able to submit Ticket. The Category field is marked as “required” on the submit form- I’ve added some pictures for context. Has anyone else run into this issue? is there a way for user to be notified they must fill out the Category section?
Hello!I need change template requisition when I choose some subtype, each subtype should show specific description.I read some topics but I don’t underst, anyone can help me?
I’m writing a design document detailing the architecture of SysAid cloud. Would you happen to share a high-level view of the cloud architecture?
Hi everyone, I am having an issue figuring out a specific report that I am trying to create.I am trying to create a report that specifically starts a timer when a technician is assigned a ticket, to the point they send a first response. Does anyone have a report or starting point for a layout like this?I appreciate any/all responses! Thank you!
They helped me set up Azure with SSO, but I run a City IT, and we have a School System, the City Municipal side is all on Azure, but the Schools are all in Google. We are hybrid, so both sides do also log into Active Directory.Unfortunately, before we purchased, the saleswoman said it would not be an issue integrating both with SSO, but that’s apparently not true and you can only SSO one of the two environments. My problem is, even if I manually import School users, the SSO is trying to get them to log into M365 to log into the Sysaid portal. Obviously for School users, that’s not possible, any way to get around this hurdle? Do I need to redo the user inputs and just use two LDAP Intergrations instead (one for the school AD and one for the Municipal AD)?Not a huge deal if that’s what we need to do, it just sucks that we spent a full day on the call with Sysaid, where I mentioned this multiple times, and they never mentioned that it wouldn’t work. Can someone confirm that this is h
I’m an admin of our sys aid (cloud) instance but don’t have options to add/edit/delete users in the Tool menu. How do I get these permissions / or am I missing something?
We need to pull the "assigned to" from the parent ticket, so that the inserted ticket has the same requester. It would be possible?
Basically title, looking to allow techs to set up some templates, but don’t want to give full keys to the kingdom. Is there any other way?
We just bought official bar coded asset tags for all machines. We are still using a onsite AD utilizing Entra AD Sync with Azure working as the sync for SysAid. This means the computers/assets are not being automatically added to tickets when users open them. I was hoping to be able to use the CMDB function to fix this by assigning the CI Asset to the user but I haven't been able to get it to add it to the ticket. I have assigned the CI to the user but I think I need to sync the Agent machine with the CI. Has anybody else done this so as users open ticket the main asset is already linked to the ticket?
Hi,I have a question regarding the database / table layout.I have restored the MySQL backup locally but cannot find the link between a Service record and the Company.So all service records are stored in the table ‘service_req’. The customers/companies stored in the table ‘company’. Within this table I was able to find a field called company_id. However in the service_req table I cannot find any field called company_id to link those 2 together.I already took a look in the SysAid database guide but without any luck (SysAid Database Guide) Someone has the answer ?Thx
Hello, i am using sysaid rest api and i tried to fetch a service records with a custom column, i used this example endpoint: https://[my_site]/api/v1/sr/search?query=*&CustomColumn9sr=3469262019072400036,and this endpoint return all of service records, the filter not working with custom columns but work with native keys, like status, department…, what can i do to works a custom column search?
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