Latest topics for the forum "Helpdesk"

Escalations - Limit to Operating Hours

IanGP — GMT

Hi All,

I have found that I'm getting escalation on rules measured on Time To Repair are escalating outside of business hours.

The Timer is defined as [i](Status <> Closed And Status <> Verified closed And Status <> Deleted)[/i]
My operating hours are 8:00 to 17:00 every weekday, see attachment.

Any ideas as to where I should look for an error?

Regards
IanGP

Rollout of new Features to Self Hosted Customers FR #11136

@@@ — GMT

Hello All,

My first post here and I really didnt know where to post this. I decided to post this here as it is relevant to the help desk.

There is a feature I am really interested in and that is Dynamic Forms which is was requested in FR#11136 and implemented in v9.0.7.
This has been rolled out to cloud users already but s yet to come to self hosted users.

I want to know what the plans are to roll this feature to us and why Ilient seems to stick to a twice a year release schedule even when such a groundbreaking and important feature is released.
I know some features are not so critical, but this radicalizes the whole software especially for a dynamic environment.
We do pay as much don't we (a huge sum for licenses), and also deserve to have these features as they are released.

Company address in admin notification

awg — GMT

Hi there,

is it possible to submit the company address of the requesting user in the email body?

Kind regards,
Marc

adding new admin

fiveamp — GMT

I have recently taken over managing sysaid for my company. I need to add a new admin.

We have plenty of licenses available.

I am trying to add a domain users as an admin, however the domain, and the user ID fields are blanked out.

I can add the user without domain integration fine.

In the End Users section, the user is listed, so i know LDAP synchronization is working.

We are running v9.0.53 Plus Edition.

Am i missing something simply?

Starting a new version of sysaid on a specific ticket number

CripledCyclone — GMT

We currently have vrs. 8.1.03 but due to some database corruption I was wanting to do a clean install to upgrade to 9, we however have hit the 15,000 ticket mark and wanted to know if I could start the new desk at something like 17,000 so that when users call we don't have duplicate ticket numbers to try and find.

QuickList in Requests

Le_Dechu — GMT

Hello,

maybe a silly question, but suddenly my sups would like to have QuickList in the Request End User Form. I didn't find any UI solution as it is not in the list of available fields. Thus I think I would need to modify some code inside and I am absolutely not sure what n where.

Is here someone who solved this issue? And I know that in next version it should be automated and that Cloud users have it already, but I am stuck at the moment and as no news about some release date, I am searching for some help. :?:

Thy all,
M.

Hiding the due date from the end user in sysaid cloud verstion

bobmularky — GMT

Hi All,

I am trying to hide the due date from the end user. So far I have disabled the due dates and that works, but I want to be able to use the due dates in place with the escalation rules I have created.
Any one have any ideas on how to do this.

Thanks.

PR notifications off-hours

mike445 — GMT

Hi forums.... I winder if it's possible to do what I have in mind. Seems pretty basic. I want to have SysAid automatically notify help desk techs when a new PR comes in during non-business hours. Right now, all help desk ticket emails are forwarded to everyone in the help desk, which is distracting. I want to remove the email forwarding I have set in the Exchange server, and use SysAid to motify us of new tickets off hours.

Also, it would be nice if it could also notify us if a new PR sits without being assigned for more than let's say one hour.

Can these things be done? We're using v7.5.03 Pro Plus Edition.

Thanks!
Mike

Date (dd/mm/yyyy) & Time (12 Hours) Format

asifmcp — GMT

Hi,

I want to show date dd/mm/yyyy & time in 12 hours format. What should I do to accomplish that?
Any idea?

how do I set up repair time in SysAid?

LarissaBrr — GMT

would like to know how to set the time of repair, as the time it appears is not real ... eg.
open incident is closed 09:00 15:00 appears as repair time 00:38

how to fix this?

Custom notifications

pointer — GMT

Forgive me if this is the wrong place but I have been searching for an answer and have had very minimal luck. I would like to customize the email notification on a SR status change. I can't seem to get the correct results and I'm not sure of the syntax. I'm wanting to have it say that the status has been changed to "whatever" and the admin that the SR has been assigned to.

Here is what I am currently trying.

#if( ${Status} && ${Status}==5)
${AssignedToFirstName} ${AssignedToLastName} has been assigned this service request. You will be contacted with any questions or when this request is completed.

If someone could help me out or point me in the right direction I would appreciate it.

SysAid Admin lock down to only see own requests

wka — GMT

I'm struggling to see if I can do this in Pro Plus edition

I have a series of admin users, I only want them to see calls assigned to them.

Currently they have a filter that showns only their records, using integration and routing emails come in and route to them.

But they can remove the filter, I need to restrict this

Ideas?

Customize - Select Users Window. New SR

asifmcp — GMT

Please check below image of new SR, I have click Request User that opens Select Users Window. I want to customize it i.e. add/remove some column Email, Phone. I have not find any option here to customize this page. Any idea?

[IMG]http://i34.tinypic.com/33vnloo.jpg[/IMG]

Custom Notification

Jay_WRC — GMT

Hello,

I would like to edit the "Email body to end user regarding a Service Record" Custom Notification to do this:

When an admin changes the status to "In-Progress" it will email the end user a blurg that I type up. Here is how I tried to get it to work, but I'm not familiar with their code structure:

#if( ${Status} && ${Status}=="7")
You are receiving this notification because your ticket has been marked as In-Progress. An Administrator is either working on your ticket or will be very shortly. Thank you, WRC Help Desk.
#end

I have tried ==In-Progress, =="In-Progress", ==7

also

#if( ${Status}=="7") with all the above combinations.

None of them have worked. I have tried restarting the service on the server to see if that does anything also.

Thanks!

Email Ticket Default Status

ecc_mgr — GMT

Does anyone know how to change the default status to Open instead of New when someone opens a ticket via email?