Sysaid config
 
Author
Message
SysAider
4
 
I need to configure SYSAID so when a user sends a massage to the help-desk it will assign a ticket but if the user replies to that massage it will not come into help desk Massage centre. so what is wrong please help.

IF i need to enter some text into the automatic massage to the new service request how can I enter that text e.g I want to say "This abc COMPANY helpdesk please don't open new massage but reply to this email for your future emails regards this service"
SysAid Wiz
507
 
Well if they email your helpdesk email and it's creating tickets, then incoming integration is working. you need # XXXX format in the replies subject line for it add it on to existing tickets.
SysAider
1
 
Hello,

Can you guide me on how to achieve this because i am tired of constantly having to delete subsequent replies on a ticket that creates another ticket.

Regards.
Technical Community Manager
429
 
Hey Razaqg,

In order for any email to get added to an existing ticket in SysAid, its title needs to include the SR number with the hash character # in front of it in this format: #X. Make sure there are no spaces between the hash character and the number.

For example: "About problem #55". When an email with this title enters the system, it will be automatically added to SR #55.
On the other hand, "About problem # 55" will open a new ticket, since there is space between "#" and "55".

Additionally, please note that SysAid will look for the FIRST hash and number combination and once it catches one, it will ignore the rest.
So if the email's title is, for example "#22: About problem #55", it will automatically add the email to SR #22.

Let me know if this answers your question.

Thanks,
Danny