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Kaseya Service Desk email reader does not automatically poll
Problem:
Kaseya Service Desk email readers will not automatically poll. It only polls if you manually click on connect now button in the Incoming Email and Alarm Settings > General Tab page Cause: One or more email readers are failing to connect Solution Navigate to Incoming Email and Alarm Settings > General Tab…
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Why are Monitoring Alerts in Alarm Summary showing the same ticket id for a machine's certain alarm type?
Problem: When browsing to monitor>alarm summary and filtering for a machine, the Ticket column shows the same ticket number for an alert event type that kept happening for 24 hrs For example: A machine xyz.company.com has 3 offline alarms in alarm summary for yesterday but all of these alarms show Ticket id as…
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How to Limit Access for SD Technicians that has VSA Admin role type
Question How to Limit Access for SD Technicians that has both VSA Admin and SD Role type assign in User Role , where they can only view several Modules and Ticketing page only ? Answer Go to System > User Security > User Roles Select the SD Technician User role in the middle pane Click on the Access Rights tab button Click…
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The system is in the process of creating the form 'Customer_Service_Fixed_Width_No_Tabs.xml'. Please try again.
Problem: When saving a ticket an error is displayed - "The system is in the process of creating the form 'Customer_Service_Fixed_Width_No_Tabs.xml'.Please try again." Cause: This specifies that the editing template is not yet assigned to the user role associated to the user trying to save a ticket. Resolution: You will…
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Sending Service desk emails takes a long time
Problem When sending emails from the Services desk it takes a long time, with the emails sitting in the out bound email queue for a long period of time. You may have also noticed that other emails such as emails being sent directly from alarm conditions do not sit in the queue for a long time and are sent relatively…
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User Unable to See any Desk from the Service Desk Selection Box it shows "--No Service Desk in Scope--
Problem : User Unable to See any Desk from the Service Desk Selection Box it shows "--No Service Desk in Scope-- Cause: Service Desks are assigned to Scopes, if a scope has no desks assigned to it then users of this scope will be unable to use the Service Desk in question. Solution: To allow SD users access to your Desks…
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Saving ticket gives error: "Hours Worked required"
Problem When trying to save a ticket, it gives an error of "Hours Worked Required" Cause The "hours worked" field is has been configured to be a required field. The user trying to save the ticket may also be associated to a user role in which the "hours worked" field is set to HIDDEN. This will prevent them from being able…
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Users unable to see newly added organization in the Organization selection box in the Ticketing > Tickets> Organization Field
Problem When creating a new Ticket , Users unable to see newly added organization in the Choose Organization Box Cause User's Scope does not have this " Organization" added to their scope The New Organization does not have the Staff User assign to it (Staff User- staff member who is associated to the organization and does…
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How do I change the email address that Kaseya uses to send Emails in Service Desk Procedures?
Problem: How do I change the email address that Kaseya uses to send Emails in Service Desk Solution: This can be done by changing the value of Email_KaseyaServer variable. * Go to Service Desk > Procedure Variables. * Click and select Email_KaseyaServer. * Click on Edit button. * In the pop up window change the Value field…
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How can I remove users from the 'Assigned To' list in Service Desk?
Problem: How can I remove users from 'Assigned To' list in Service Desk? Cause: If a user is associated with SD Admin and/or SD Tech Role and Scope, he/she will be included in Assigned To list. Resolution: To remove user from the list we would need to remove SD Admin or SD Tech Role Types from their User Role or remove…