Troubleshooting

Email messages and notifications from SysAid CSS arrive in unreadable encoding.
In order to change Email Character settings do the following: Go to: Preferences Integration Email. In the Encoding box: (set your desired encoding in small letters). In the Content type box: text/plain; charset= (your desired encoding in small letters).Click Save.
Example:
Encoding: utf-8
Content type: text/plain; charset=utf-8
Click Save.

Notification is not being sent or received ? What should I check ? Here is a brief troubleshooting guide:
Check if your SMTP server settings are working: send yourself a test message by clicking on the "Send Message" link on the top banner of SysAid CSS.
Enter your SysAid CSS username (and not your email address). See if you get this message. If you get any errors, please list them in your reply.
If you do not  receive your test message, please check if the SMTP server settings are correct:
Go to Preferences Integration Email.
Check the Outgoing Emails settings. Note: the User / password are needed only if your SMTP requires authentication.


Go to Preferences Help Desk Settings General Settings. Check the "Email notification on new service request with priority" field. See what priority is set (default low - to receive notification on each new SR), and most importantly "Send Email to" field - ensure that you have an user Username entered in that field and NOT an email address.
Please send us the following screen shots:
Preferences Help Desk Settings General Settings
Preferences Help Desk Settings Routing