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Talk IT Out

Let's figure IT out together + Product Feedback + Pathfinders unite!

145 Posts
A
Anonymous
published in SysAid 2.0 Beta users
[On-demand] Reveal Event

Catch up to see our latest ITSM app in action as we unveil the future of ITSM.

170
A
1 year ago
Joe The IT Guy
SysAider
Joe The IT GuySysAider
published in The world of ITSM
[Joe the IT Guy Blog]: The Importance of Customer Journeys to IT Service DesksBlog

Working in IT is pain. It certainly can be, if done horribly. But in the case of your customer (employee) experience, following user pain can lead you to a great discovery regarding your IT practice.  Embrace the pain and read more.   

240
Joe The IT Guy
SysAider
1 year ago
J
JamesTNapierNew SysMate
asked in Ask A Question
Parsing incoming email for a ticket

We use Spaces and I want to have Spaces remove a signature from the incoming email. There is no need for it in the ticket.

91
S
SysAider
3 days ago
P
Patrick_van_gNew SysMate
asked in Ask A Question
Stop users mailing when ticket is closed

Is it possible to “stop” users form sending mail to a ticket that has a “closed” status.At the moment is solved this with a Exchange rule that filters out mail with specific words in it. Smarter users can get around this by removing those specific words from their reply mail. Or they reply to an older mail about this ticket.Is there a smart way to ignore this kind of mail in sysaid 

223
P
5 days ago
B
Community Enthusiast
bmelendyCommunity Enthusiast
asked in Ask A Question
How to create an "unassigned" system view of tickets?

Is there a way to modify the system views of tickets in SysAid?  I tried searching and asking the copilot helper but it only told me how to add a personal saved view.  I’d like to have a system wide view of unassigned tickets for all administrators.  Thanks for any help! ...Brad

423
B
Community Enthusiast
17 days ago
J
jasonlopezNew SysMate
asked in Ask A Question
Streamline Cl List

Hello, I am trying to config items list on the Cl list. I want to be able to know which asset is associated with the serial number and owner. For some it shows the owner however some are filled blank. How can I streamline this better to know which owner is connected to which serial number and Cl type. 

110
J
25 days ago
A
Community Enthusiast
adam.savilleCommunity Enthusiast
asked in Ask A Question
Average resolve time report.

Hi there,I am trying to create a new custom report that helps me work out averge resolve times for tickets. Can anyone please help guide me through what I need to do to create such report. I want to be able to filter the report, ideally excel so i can import to power bi, by detartment or agent etc.I should be pretty straight forward but im having trouble.Many thanks in advance.Adam

261
A
SysAider
25 days ago
J
jasonlopezNew SysMate
asked in Ask A Question
Search bar

Is there a way to create or integrate in the search bar previous tickets that were solved. For example, in the search bar i can type in printer and it will show all the tickets that have had printer issues to see previous IT tech people solutions? 

271
gabriel.lupu
SysAider
29 days ago
S
Active talker
SAMMYLUCActive talker
asked in Ask A Question
Follower on Tickets

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.

532
S
Active talker
1 month ago
C
cdub490New SysMate
asked in Ask A Question
Send Message Link in Tickets Does Not Work

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.

332
C
1 month ago
B
Community Enthusiast
bmelendyCommunity Enthusiast
asked in Ask A Question
SysAid not sending email notifications to request user when notes added

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

893
L
SysAider
1 month ago
C
CharlesVonNew SysMate
asked in Ask A Question
RC via Intune

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! :) 

401
R
SysAider
1 month ago
H
Heather MarcusNew SysMate
asked in Ask A Question
need end user's self service portal Notes to be visible in the Consultant's self-service portal?

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.

381
L
SysAider
1 month ago
B
Community Enthusiast
bmelendyCommunity Enthusiast
asked in Ask A Question
How to include messages, activities and notes in email notifications

Hello,I have a business need to include messages, activities and notes in email notifications generated by sysaid.  I’ve been looking at the notification template for “Email to end user regarding a service record” but would need to know the variable names used to access this data.  I’m certain there must be some variables available, this is pretty standard service desk behavior.  Any help is greatly appreciated.   ...Brad

582
B
Community Enthusiast
1 month ago
X
xaliomNew SysMate
asked in Ask A Question
Email Address related to security issue

Dear support, Please provide me an email address where i can send an email about a security issue i have found in sysadi on-prem

311
A
SysAider
1 month ago
M
mailwardenNew SysMate
asked in Ask A Question
Stop generating reply tickets.

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.

773
R
Active talker
1 month ago
S
Active talker
SuperSalmonActive talker
asked in Ask A Question
Automatic Service Records

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.

492
R
Active talker
1 month ago
J
JBurke2024New SysMate
asked in Ask A Question
Field Character Length

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

301
A
SysAider
2 months ago
K
k4endaNew SysMate
asked in Ask A Question
Trying to upgrade SysAid into Docker

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

371
C
SysAider
3 months ago
B
BrianNew SysMate
asked in Ask A Question
User does not exists in Sysaid Database

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?

382
simonamirza
SysAider
3 months ago
S
Active talker
SAMMYLUCActive talker
asked in Ask A Question
Language Setting - AI

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.  

501
gabriel.lupu
SysAider
3 months ago
T
teekay13New SysMate
asked in Ask A Question
Auto Email Response to end user

Hi all, we have working email integration set up, what we want to happen is have the full contents of the original source email emailed back to the user within the body of our auto email reply which gives them the ticket number etc.. The entirety of the email is not being pulled in to the description field which we have a part of the auto email out. ie:Title: ${Title}Description: ${Description}Category: ${Category}Sub Category: ${SubCategory} is there a ${sourceemail} or something similar for that field i can simply populate into our notification template? we have checked there is no restrictions in place on the incoming email which would strip any data or signature etc  but for some reason this element of the source email is not being populated in the description field any more.  so i need some guidance on getting the full details from the source email back into the decription ( which i think may be a current bug with sysaid)  Or find a way to use the source email field into my  auto

372
T
3 months ago
S
Active talker
SAMMYLUCActive talker
asked in Ask A Question
Chatbot Prompts

Does SysAid allow us to add the Chatbot button on different screens? We would like to add on Admin Portal, Knowledgebase view (Self Service and Admin)  Thank you.

393
iulian.olaru
SysAider
3 months ago
G
Community Enthusiast
ggomezCommunity Enthusiast
asked in Ask A Question
Action Step Assigned User Notification

Hello,Does SysAid allow for a notification configuration to notify a user (not admin group or admin or requesting user) when an action step is assigned to them and needs to be completed? Thank you

313
L
SysAider
3 months ago
M
MSJNew SysMate
asked in Ask A Question
Tickets won't update or save

When updating a ticket, or trying to save changes, the system doesn’t apply the changes, and says that someone else is in the ticket, even when creating a new one. This just started happening today. Anyone else see this issue? Thanks.

382
iulian.olaru
SysAider
4 months ago

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