First steps with SysAid

Implementation stage, Onboarding, Bootcamp, and all the magic of new beginnings :)

  • 50 Posts
  • 103 Replies

50 Posts

A
abradfordNew SysMate
posted in First steps with SysAid

How to change a Field name

Hello, I am brand new to Sysaid and need some help. Above entry fields in incident tickets there are labels like "Title", "Description", etc. See attached for an example. I figured out editing the Translation file can change these labels, however it only changes the label for NEW tickets and does not replace the label on existing tickets. Example: I change the "Title" label to "Problem Description". When I open new tickets they contain my changes. Exisiting tickets still contain "Title" as the field name. How do I change "Title" to "Problem Description" so it reflects across all existing and future incident tickets?

1
Maayan Karstaedt
SysAider
2 years ago
C
cpoagNew SysMate
posted in First steps with SysAid

Can Activities be imported?

Our Desktop Support team has been using SysAid for quite some time, but our programming staff (which I manage) has been tracking our projects in a <cough, cough> spreadsheet. We would like to jump into SysAid so that our programmers can grab unassigned projects and then track and close out those projects themselves, also giving the requestors more insight into the status of requests. Is there any way for us to import our existing projects into SysAid as activities? We have a historical record of over 1,600 requests in our spreadsheet and about 100 of those are "active." I only see imports for categories and assets. If there is no import, do long-time SysAid users have any tips for getting large numbers of requests into the system? Thanks, Charlie

1
Maayan Karstaedt
SysAider
2 years ago
S
Sky303New SysMate
posted in First steps with SysAid

Sysaid hotkey F11

Hey guys, I'm having an issue where I change the hotkey for my Sysaid shortcut on a clients computer (via properties) and both F11 and the new shortcut key open sysaid....I have also tried setting it to "none" and F11 STILL works. Do i have to delete a registry key to achieve this and where would it be located?

8
S
2 years ago
J
Jop van BerloNew SysMate
posted in First steps with SysAid

${notes} formatting

Dear everyone reading this post :-) I was wondering if it is possible to change the formatting of the ${notes} variable. It seems that it just posts all notes added after eachother. We would like to seperate each note with a clean line instead of the ================. And also change the background of each note so it is easy to keep track of multiple notes. Is this possible? Thanks in advance!

1
J
2 years ago
S
saod-AaronNew SysMate
posted in First steps with SysAid

Change Cloud URL

Are we able to have the cloud URL changed on a free account?

0
S
2 years ago
L
lukehyNew SysMate
posted in First steps with SysAid

Creating Template and Email rules

Hello. i created an incident template and an email rule. when triggering an automated incident by sending an email to the mailbox with the subject of the email rule filter it picks up the email subject and create the P1 as should the only issue that it dosent take the company name and Request user from the template but filled in my email instead. anybody got an idea?

0
L
2 years ago
H
Community Enthusiast
HeidiCFCommunity Enthusiast
posted in First steps with SysAid

Banner specifications

Greetings, We are just beginning out configuration of SysAid. Can anyone tell me the correct size for the SSP banner? I didn't see it in the Help user guide. Thank you, Heidi

0
H
Community Enthusiast
2 years ago
M
MrPipeNew SysMate
posted in First steps with SysAid

Auto despatch ideas

Hi, We've been a sysaid customer for a number of years and want the communities advice on auto allocating tickets. We are familiar with the concept of the auto dispatching of tickets by admin group. Current Situation 1 x Central IT 8 x Locations / Companies 16 x Agents (11 x Central, 3 x Location 1, 1 x Location 2, 1 x Location 3+4) Agents are 3 groups - General IT, Applications, 3rd line Agents allocate / take over tickets they want to take, no auto allocation or routing Our suggestion, If it's possible ? New incidents come in, If it's a category that is allocated to the 3 agent groups, if goes there based on auto routing, if it's general IT then Based upon user who has created tickets location / company the ticket is allocated either to the agent or agents responsible for that location first, then look at the usual rules for the auto despatching and if that agent is overloaded then hand out to the other agents in a fair way. What do you guys think, is that right ? Is it possible

0
M
2 years ago
S
SMMBOPNew SysMate
posted in First steps with SysAid

3rd Party Patching List?

Hi All. New to SysAid. Question about patch management for third party apps. Is there a published list of all the third party apps support within patch management? Or, more specifically, can anyone tell me if Zoom is in the list? Thanks.

0
S
2 years ago
M
mradicNew SysMate
posted in First steps with SysAid

Default font & size in messages

Can someone let me know how we can set a different default font and size when sending a message?

1
H
Community Enthusiast
2 years ago
S
SMMBOPNew SysMate
posted in First steps with SysAid

Help Getting a Patching Report

Hi Everyone. First time poster. We had a very hard time getting our patching up and running. Multiple issues and problems. We were finally able to retire our previous patching product a month or two ago and just rely on SysAid for patching. I'm not the technical SME for SysAid, just the IT Director. I now need to produce reporting for how the patching has worked and am having a heck of a time. All I am looking for is A) How many patches were successfully deployed and B) how many are still needed. I would like much more than that but I'll settle for now, for just that. There are only about 5 reports within SysAid, and thus far none of them really provide that information. I must be doing something wrong because this seems like the most basic of patching statistics. Thank you.

3
Karlson
Super SysMate
2 years ago
R
Roger19New SysMate
posted in First steps with SysAid

SysAid Free version and Apache Tomcat upgrade

Hello, We currently use the SysAid server free version v18.1.54 b3. We also use Nessus Professional to scan the servers\PCs for potential vulnerabilities. We have started receiving notification from the scanner that the Apache Tomcat version installed should be upgraded to version 7.0.105 or later. Can someone explain how I can do this? Thanks, Roger

1
R
3 years ago
J
Jason NgNew SysMate
posted in First steps with SysAid

Reminder Notification for Software Products

Hello, i need some help with TAG in Reminder Notification. In ASSET MANAGEMENT, there is a SOFTWARE PRODUCTS. In Software Products, there are Company Name, Product and etc in the table depending on what u had customized in the customized view. I had set a Reminder Notification to email me when the software license is due to expire. But i cant get the Company Name to be shown in the email notification. I had used $assetCompany $entity:$entityInstance $dateField: $dateValue but the company name is still not shown in the email notification to me. thank you.

1
pro5ant
Community Enthusiast
3 years ago
K
Kat_R_New SysMate
posted in First steps with SysAid

Action Item Conditions Using Custom Fields

Hello! I am new in these parts. Hoping someone might be able to lead me in the right direction. My goal is to establish a conditional request flow based on the data entered at the Request Details page. If my custom field titled "Custom Document Change" is set to "Yes", then I would like to access that in the attributes within an action item. Is that possible? If so, how would I go about doing that? Thank you!

1
M
Community Enthusiast
3 years ago
K
Kat_R_New SysMate
posted in First steps with SysAid

Automate Basic Request to Advanced

Hello, When a user submits a request using the self-service portal, it defaults it to a basic request process. I then change the template on my side to follow an advance format. In a perfect world, the basic request being submitted with Category = A and sub-category = B would change it to the advance template I would like. Is that not a possibility? Thank you!!

1
M
Community Enthusiast
3 years ago
L
lee_mNew SysMate
posted in First steps with SysAid

Sysaid Account Name

Hello! Is there a way to amend the 'account name' so that the URL is not sysaidxxxxx.ourit.support but is an easier to remember company.ourit.support as I guess you are not able to use a cname from your own domain with a basic subscription? Many thanks for your advice, Lee.

0
L
3 years ago
K
KellyOSLNew SysMate
posted in First steps with SysAid

new user issues

new user as in new account for forums and support Created my account....states in email that Please note that the SysAid Help Desk (http://helpdesk.sysaid.com) and the SysAid Community (/Sysforums/forums/home.page) use the same credentials. they apparently dont, im able to get in to the forums but not support login page has this email listed for login issues.... login@sysaid.com email returns login@sysaid.com Remote Server returned '< #5.0.0 smtp; The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces. Learn more at https://support.google.com/mail/answer/6596>' can I get some support here please?

0
K
3 years ago
DarkStar
DarkStarNew SysMate
posted in First steps with SysAid

new to sysaid - any tips and tricks out there?

Me and my organization are new to SysAid. Trying to get this running from the ground up. Any tips and tricks to help easily set things up? Currently working on sub types, templates, and workflows. Any suggestions on how to set things up are apprecaited!

0
DarkStar
3 years ago
T
tgawareckiNew SysMate
posted in First steps with SysAid

Need to download full free version 9.1.02

I've inherited a Sysaid Helpdesk install on a 2003 server. Long story short... I need to download and install a full version of Sysaid free (preferably v.9.1.02 (once again, preferably x64). I am unable to migrate the database on this server because I'm guessing there is another program using an embedded SQL Express install. The migration fails on installing SQL Express, so I want to install v9 on a different server and migrate the database. Thanks in advance!

9
G
3 years ago
T
TristNew SysMate
posted in First steps with SysAid

Can't log in to the newly created free cloud account

Hi there, I signed up for a free cloud account with login credential which does not work when attempted at 3 different browsers with the following error message: "Incorrect account ID. Letters must be typed in the correct case. Please make sure the Caps Lock key is disabled." Seem likes a common issue? Thanks.

0
T
3 years ago
S
SteveJHexaNew SysMate
posted in First steps with SysAid

Can't login to Free Cloud account

I have setup a free cloud account and was sent the login details which allowed me to login fine. No more than 3hrs later i have tried to login again and it won't accept the credentials, even though i haven't changed anything. I tried to reset the password but it tells me it doesn't recognise the username/email address of the account i am trying to reset. Any ideas? SysAid support bluntly refusing to help as I'm not a paying customer. I might be a paying customer in the future but if i can't even logon to use the product then they are never going to win my business.

4
S
3 years ago
M
michaeljamesNew SysMate
posted in First steps with SysAid

Assign SR to Admins On Reply

I'm looking to see if there is a way to assign a SR to an admin when they either send a message or post a note. Currently, it stays assigned to the group unless we manually change it. I've also noticed that the status stays on "new" even when an admin adds a note/sends a message or the end user adds a note. Any help would be awesome. Thanks!

0
M
3 years ago
A
ASLUNANew SysMate
posted in First steps with SysAid

RDS Question

We have a site in the US and a site in the Phillipines. Our sysaid server, we are considering putting in a DMZ to make it internet facing. We only use sysaid for helpdesk ticketing. Would we need an RDS server for this setup? I don't entirely understand what purpose an RDS server would serve if just using the sysaid server for helpdesk ticketing. Anyhow have an answer on that?

0
A
3 years ago
DenaWF
DenaWFCollaborator
posted in First steps with SysAid

SysAid Virtual Bootcamp - you’re invited - April 1st

Hi all, On behalf of Sarah Lahav, our CEO, I’m really pleased to let you know about our upcoming virtual (well, of course!) event that we’re offering for free, so we can help you guys during this difficult time. I’ve listed below all the details – please read to the end so you’ll know why you need to register, no matter what. What is it? It’s a 1-day event taking place on April 1st. Think of it as a speed course to get you acquainted with the core functionalities of SysAid and how to use them – for the benefit of your team as well as your end users. You’ll get a full day (7 hours including a 1-hour break) of sessions with SysAid product experts who will share their knowledge, best practices, and practical tips, plus answer all your questions live. Who should attend? New SysAid customers of course, but also those of you who may have been around for a bit but have forgotten to read the release notes ;) How can I register? Please register at the following link: https://register.go

1
DenaWF
4 years ago
C
citykidzNew SysMate
posted in First steps with SysAid

Differences between Free, Basic, Full and Enterprise

I thought I signed up for the Free service in cloud. Got a *.ourit.support URL. However, the user portal says it's v14.4.22 Pro Edition. There appears to be no way to distinguish what features are in the Free version from the others. I work for a nonprofit that has a zero dollar budget for this sort of thing. So I need to know from the get-go what features I can use, and which are going to go away in 30 days (or whatever). Could someone point me to a comparison matrix or something? Thanks!

4
alefabian
Active talker
4 years ago

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