Skip to main content

Talk IT Out

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

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

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

220
A
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 Desks
[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.   

290
Joe The IT Guy
SysAider
T
twholmesNew SysMate
asked in Ask A Question
Assigning a Ticket Without Categories Set

Greetings All,I’d like to see if there is a way to Assign an incoming ticket to an agent without having to set categories on said ticket.  We are being forced to choose categories before assigning the ticket directly to an agent. Thanks!

211
J
C
Active talker
Colin BodkinActive talker
asked in Ask A Question
Can email notifications be generated when internal notes or internal task notes are added?

We are wanting to have an email notification sent to the assigned administrator and/or admin group when an internal note or internal task note is added to a service record.  Is this possible?

233
J
A
Community Enthusiast
Anon4343Community Enthusiast
asked in Ask A Question
File Attachment Existence Icon

It is a lot easier to notice whether an SR has a file attachment or not in Classic View. Is there a way to add an icon to the to the left of the short description field or somewhere on initial pane? Not every user is going to mention that they attached a screenshot. Or, can the second pane default be the Attachments tab rather than the Journey (History) tab?  Also, history is a much better word choice than Journey because the word ‘Journey’ is defined as a transition between physical places.

233
P
SysAider
A
Community Enthusiast
Anon4343Community Enthusiast
asked in Ask A Question
Spaces View - Filter My Groups

In the classic SR list, you could build a filter for ‘My Group’ and it would only show SRs for groups that you were a member of. I could then set that as the default for all users. I don’t see a way to accomplish this in spaces. What is the new method? Thanks. Looks like another advanced filter we had was ‘Archived’ which would show any archived SR.

174
A
Community Enthusiast
A
Community Enthusiast
Anon4343Community Enthusiast
asked in Ask A Question
Assign to me Prompt

In Spaces, how do we enable the automatic prompt to ask if the user wants to assign the SR to themselves (assign to me) when resolving / closing an SR?

163
P
SysAider
B
B.J.
asked in Ask A Question
Pre-populated template fields not retaining values

A majority of our support tickets are created by users sending emails to the helpdesk. For some common requests, we've set up email templates with pre-populated fields to streamline the process, minimise admin input, etc.For example, a template for new user accounts includes a field for the account type (e.g., Domain, Google). This field is set to a default value, which is the most commonly requested account type. However, we've noticed that these pre-populated fields are no longer retaining their values when the template is used to create a new service request. This means the default value disappears and the field is left blank.This issue occurs on templates created in Classic UI and on templates created in Spaces.Info:- SysAid Cloud- SysAid Edition / Package: SysAid ITSM- Build Number: v25.3.30 b4284- SysAid ITSM Version 25.33.1.62702Anyone else experiencing the same issue?

141
SysAid Copilot
SysAider
S
Community Enthusiast
SChandiramaniCommunity Enthusiast
asked in Ask A Question
Logging into Support portal

I was trying to log in to the SysAid support portal here and it wouldn’t go through (sysaid.com/support). Has anyone else had that issue today?

222
S
Community Enthusiast
S
shaunnajNew SysMate
asked in Ask A Question
Erroring while Setting up sharepoint (copilot)

Hello all, We are currently in the process of setting up the sharepoint/copilot integration. I’ve followed the documentation to the T, did all the app registering and graph permissions, and every single time I’ve gotten the error shown below. I can’t figure out at all what to do from here and it’s stalling my progress on implementation. I can’t see the entire error, which makes it hard to search on the internet for it. Has anyone experienced this error before and how did you fix it?  

161
SysAid Copilot
SysAider
W
warddNew SysMate
asked in Ask A Question
Admins (Service Pros) can't save personal views in Spaces

My admins cannot save personal views in the new Spaces layout. They can try to add/edit the columns but when attempting to save (or Save As), they get the following error “User does not have permissions to update (modify if trying Save As) private views”. The “Can save personal views” setting is enabled in the Permissions of each admin. Ideas?

221
J
J
Community Enthusiast
JamesTNapierCommunity Enthusiast
asked in Ask A Question
Is there a way in Spaces to resend out the survey if it has not been completed after 3 days of a closed ticket?

I would like to remind people to complete the survey for a closed ticket if they haven’t completed it after 3 days.

120
J
Community Enthusiast
J
jgriffithsNew SysMate
asked in Ask A Question
Dark Mode when?

SysAid makes my eyes bleed in the morning and evening, when will you implement a dark theme?

3734
S
M
Community Enthusiast
MatthewBCommunity Enthusiast
asked in Ask A Question
Auto Create Ticket Based on Date Field

Hi there, I was wondering if anyone else has a setup where you can create another ticket based on a custom date field from a primary ticket. For example, we will create tickets to temporarily configure systems in a certain way but require a follow up ticket or notification to remind us to revert the changes that we have made when a date has been reached. 

633
C
Active talker
S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
How to setup for users to reset their passwords in sysaid?

I am wondering how to use the password reset for our users?  Can they use sysaid to reset their passwords?

51
SysAid Copilot
SysAider
J
Community Enthusiast
JamesTNapierCommunity Enthusiast
asked in Ask A Question
Scheduled Email of Unassigned Tickets in an Admin Queue

I want to create a notification for a specific admin group that will email them at 9am and 1pm a list of all tickets that the process manager is none. I also want to include a link to each ticket. How can I do this.

141
SysAid Copilot
SysAider
cdub490
Community Enthusiast
cdub490Community Enthusiast
asked in Ask A Question
I Need Help With Crafting an Admin Workload Report

Good day:We have seen that there is an imbalance in SR load where one process manager may have several hundred tickets worked, but others may have much less. We want to generate very granular stats which identify to what categories the administrators are assigned.“Administrators with the Most SRs Assigned to” under Highest values reports is very close to what we want. Can that be customized, or would it take an entirely new scratch-made report?Thank you.

182
cdub490
Community Enthusiast
S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Your ticket has been modified email

Does anyone know how to disable the email that you get when a ticket has been modified?  Every time someone makes a change in a ticket I get an email that says “ Your ticket has been modified”  so I am getting 2 tickets ever time and I only want the ticket that has the message in it. Thank You

141
SysAid Copilot
SysAider
P
Community Enthusiast
PatrickCommunity Enthusiast
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

357
P
Community Enthusiast
A
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

112
A
J
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?

161
SysAid Copilot
SysAider
A
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!

184
A
C
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

254
L
SysAider
C
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

192
P
SysAider
A
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?

322
I
SysAider

Badge winners

Show all badges
Terms & ConditionsCookie settings