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Talk IT Out

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

175 Posts
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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.

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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.   

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Joe The IT Guy
SysAider
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PatrickNew SysMate
asked in Ask A Question
All admins in a group to see all admin tickets in that group

Hi,Is possible to allow all admins in a group to see any tickets assigned to any admins in that group without setting the permission “View Service Records that are assigned to” to “anyone”.I am struggling to work out how group can manage their tickets when the admins in the group can’t view the tickets once they are individualy assigned, even through they are in the same group.Any help is appreciated

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SysAid Copilot
SysAider
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Anthony ColumbiaNew SysMate
asked in Ask A Question
Custom notifications for Incident submissions, based on a custom relational list field.

We have a custom field in our General Incident Report ticket, which is a multi-select relational list of users, filtered to include Management and Supervisors. This field is intended for users to document who they notified of the incident during their shift. I am trying to create a custom email notification, to keep that Supervisor up to date on the status of the ticket.Since data population is still not a thing without workflow tabs for some reason, I can’t populate the CC field with the selection. Since I am limited to the query builder, which lacks a ‘contains’ or ‘like’ operator, custom escalation rules are off the table unless I want to create thousands of them.Making the field a custom text box is not an option; we need consistency for reporting purposes. Replacing the ticket with a request type ticket will cause too much confusion for users and admins. Having the ability to create workflow tabs for incident templates could at least provide a tolerable workaround for the lack of

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Community Enthusiast
JamesTNapierCommunity Enthusiast
asked in Ask A Question
SYSAID SPACES - Auto - Pending User response

Is there a way to make spaces change the status to Pending User Response when you add a note and select share with user or when you send a message through spaces within the ticket?

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SysAid Copilot
SysAider
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Anthony ColumbiaNew SysMate
asked in Ask A Question
Static Filters for Scoreboard Workflow Actions

We have a group of end-users who are responsible for a handful of workflow actions. We need to filter their Workflow Actions list on their Scoreboards to display only those which are still in Enabled status. I’ve looked through documentation, translation lists, and here, I’m just not finding anything that results in a workflow list with more than zero entries. I’m hoping for some advice. We are on Spaces and we are not on-premise, so I do not have access to the database to find the field names. I am familiar with SQL if it is to be formatted as a SQL query as was suggested in another thread. Thanks!

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Community Enthusiast
ChristineCommunity Enthusiast
asked in Ask A Question
SSP ticket messaging

We are preparing to roll out the SSP to our customers.  We would like to turn off the Email Integration so that they can only submit & respond to tickets through the portal to the service desk ticket.  Does SysAid have the ability to do this?Thanks,Christine

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SysAider
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Community Enthusiast
ChristineCommunity Enthusiast
asked in Ask A Question
SSP My Settings for Phone

How do you get the phone number from the SSP My Settings to appear in the Service Desk when an end user submits a ticket?Christine

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SysAider
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AD-BrianNew SysMate
asked in Ask A Question
Viewing Actual Attachment in Email

Currently our notification emails to admins contains the link to attachments, but is there a way to have the attachment if it is a picture to appear within the email message, so the admin does not have to download or open another app to view the attachment?

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SysAider
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Community Enthusiast
TLaurieCommunity Enthusiast
asked in Ask A Question
Guest creating incident using Chatbot

We allow guests to access our system. How does it record the guest contact information when creating a service record from the Chatbot.

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iulian.olaru
SysAider
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johnhDMCNew SysMate
asked in Ask A Question
Auto Assign

Hello, I am new to Sysaid and have inherited a system that was setup by another admin. We are currently only using it for the helpdesk but I would like to dig deeper into the other aspects, remote access, asset management, etc. But right now I am looking to clean up ticketing. Is there a way to auto assign a ticket once an admin has replied to it? 

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SysAider
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Active talker
Colin BodkinActive talker
asked in Ask A Question
Can SLAs be applied to Service Record Actions?

We are interested in creating SLAs that would apply to Service Record Actions.  Is this possible?

174
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SysAider
cdub490
Community Enthusiast
cdub490Community Enthusiast
asked in Ask A Question
Custom Report is Returning "Old" Data

Good day:My organization wishes to capture data regarding the frequency of SR that fall under certain categories/subcategories. The goal is to identify patterns which point to repeat questions or problems, and to address those by either providing user education or streamlining our procedures.To accomplish this, I created a report titled, “Tickets by End User.” The report contains these columns (filters):User Process Manager Start Time # (service record ID) End Time DescriptionThe “old” data mentioned are in Users and Process Managers and are administrators who have been with us for awhile or who are no longer with us, but had been employed by us for a long time. It is as though these are administrators who were present when we first deployed SysAid or that test data were loaded when SysAid was configured. One of the names is not recognized. The surmise is that this is a SysAid representative. However, when looking in the dropdown field at User, all users are there, including one who wa

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cdub490
Community Enthusiast
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WaxfootNew SysMate
asked in Ask A Question
Blank screen is displayed after selecting Service Desk and then All from the dropdown.

I was struggling with a change view which was not saving my Advanced Filter - I would add several Change Implementers, Save the filter and save the view. I could run the report correctly but 24 hours later, the filter had reverted to the original view before I applied changes to the filetr.Our Service Desk was trying to troubleshoot that issue and changed a backend setting which they do not recall, and now when I select Service Desk → All, I get a blank screen instead of a list of ALL tickets (including Incidents, Changes, Requests, Problems).  I can select Service Desk → Incidents etc and see the individual lists, just not all.The annoying thing is that I have several reports that I generate from this page and they kick off internal automated workflows, that I now cannot access as I cannot generate the original Excel file.Any suggestions on what might have changed to prevent me viewing the All page would be appreciated.ThanksIan

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aphillipsNew SysMate
asked in Ask A Question
Something went wrong

When I try to sign-in to ticketing system, I am getting error message “Something went wrong!”. Initially, I see my ticket screen for about a second but this message appears. My ticketing system has been converted to Spaces. It had been working for a while until last couple of days. I am getting the same message on different web browsers whether I am connected to our network or using Hotspot.

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Zach NodakNew SysMate
asked in Ask A Question
HTML emails and Sysaid

Good Afternoon, We’ve been encountering an odd issue since October 7th for almost all emails sent with HTML saying “content not available” in the body, and in the description for the message, but opening the message shows all the correct information as it was sent. I did some digging on our system and on the internet and came across this community post about HTML emails not being a feature yet in SysAid. Is this still true or was this added and I need to do something on our end to get it working?

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samuel.hammett
asked in Ask A Question
Remove or Ignore characters within Subject

So we have a current challenge I am trying to overcome. Basically every time a user replies their organisation adds a space between the ticket number so for example the system would expect #12,000 but it ends up like this #12, 000 Any suggestions on how to remove the space? The current issue is it will create a new ticket and merging while possible isn’t ideal.

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SysAider
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MrBeakerNew SysMate
asked in Ask A Question
Enable and disable a custom field within an AI

Our install is on prem and we use the Admin Portal for completing workflow action items. Is there a way to either enable a custom field based upon a list selection or make that custom field required, again based upon a list selection? Many thanks.

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SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Remove the Third level Category from template

How do we remove the third level in category off the template?

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SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Custom Fields

Does anyone know why custom fields is not showing for me so I can add fields to my templates?  I am an admin so it should be there. 

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Community Enthusiast
S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Locations

I am having trouble getting the locations to populate when someone sends in a ticket.  Also the location is not showing up in the assets.  In the ticket there is a drop down but only 1 location is showing up in there and we have all the location setup in the settings.Thank You

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SysAider
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miraldhNew SysMate
asked in Ask A Question
Change Status based on email reply to End User

Hi, Is there any Way I can change the Status Automatically once an Admin Reply to the End User through SysAid or an email?

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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Some of our users are disabled?

Out of 565 users 199 are disabled.  When we go in and enable them after about 5 mins they revert back to disabled.  Is there somewhere in LDAP that we can set how many users we can have.  We think they are disabling because we have to change a setting within LDAP. Has someone experienced this issue and what was the fix? Thank youShari

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SysAider
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chavawhutwhutNew SysMate
asked in Ask A Question
SysAid RCC Error

Has anyone come across the error in the below screenshot and fixed the issue? 

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SysAider
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Community Enthusiast
MatthewBCommunity Enthusiast
asked in Ask A Question
Action Item Base on CI Owner

Has anyone been able to link an action item to a CI owner. My use case is we’d like to notify the CI owner of the ticket that affects their CI. For example Jane Doe has ownership of application Z, when users request access to application Z, IT facilitates that voting process via workflow, but then we need to trigger an email to the application owner(CI Owner) that they need to make the change on their side. I see that Main CI is an option in the ticket form as a system field, but not CI owner. We’ve got a matching list from our Subcategories in CI’s for each software product we have.  Thanks

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SysAider

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