If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email. Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.
I received the Patch Management Trial .xml via support. When I go to Settings\Intergation\MyApps and Upload license file, it states “unable to find FieldDescription for ‘sysAidActivationFields’ in ClassDescriptor of addonLicense.” Am I supposed to load trial licenses in a different location?
When attempting to submit an incident, I am getting this error message. “There was an error in the ticket submission”. Can anyone assist?
Hello guys!I need help to use Sysaid API.I import wdsl that has in Integration → Sysaid API, on Postman and the RAW I put{ "user_name":"name", "password":"********"} But I can’t POST, my method login is LDAP.I read the documentation but don’t appear friendly to me, anyone can help me?
Hi,Wondering if there’s a video that can walk me through IT asset management monitoring configuration.
My laptop is not powering on. Please advise on how I can create a work order ticket number to resolve.
I wanted to check how effective is our new hire template, and also how the each process is setup
I wanted to know how can I create child ticket , this would beneficial for new hire creation process
how do I merge a ticket?
Our malware scanner detected malware in your software that we want to bring to your attention in help of a resolution: Filename: /public_html/support/inc/common.inc.php File Type: Not a core, theme, or plugin file from wordpress.org. Details: This file appears to be installed or modified by a hacker to perform malicious activity. If you know about this file you can choose to ignore it to exclude it from future scans. The matched text in this file is: $id = $id[0].$id[1].$id[2]. The issue type is: Backdoor:PHP/StringsConcat.13658 Description: Obfuscated concatenated strings
Hello,I'm trying to understand how parameters work in the SysAid API. I've been using a request to retrieve service requests within a date range like so:https://myCompany.sysaidit.com/api/v1/sr?insert_time=1483246800000,1711152000000 However, when I add another query parameter to specify certain fields to be returned, neither of the two filters seems to work:https://myCompany.sysaidit.com/api/v1/sr?insert_time=1483246800000,1711152000000&fields=problem_type,alertID,CustomColumn17sr,sr_type,problem_sub_type,third_level_category,title,status,request_user,responsibility,priority,insert_time,close_time,due_date,update_time Does the SysAid API support more than one query parameter? If it doesn't, how should I structure the request according to the API's requirements?Thanks for your help!
new to the platform here, and looking for doc on HowTo of using this cloud-based platform to ‘do’ SNMP scanning , or some examples of How does sysaid Monitor switches / storage / NAS , etc. , assuming it does …. and then any subsequent reports/template/alerting of discovered information. thnx
I hope you're doing well.I have a question regarding the SysAid API Services. I'm wondering if it's possible to filter requests by ID range. I need to view my service requests within a specific range or apply a filter based on certain criteria. Could you please assist me with this?
Where do I find the license file download for the on-prem install?Thanks in advance.
When I install the new SysAid agent, it will randomly not pull inventory information. The CPU, MEMORY, NETWORK, SERIAL, and MODEL are missing. When I click on update now, it will pull CPU, MEMORY, NETWORK, and some other options but the serial and model will be blank. The laptop is W11 23H2 and agent on device is 23.4.10.34I have the update asset data and upgrade agents version to repeat every day.
Goodnight!!I'm new here!I bought an on premise license many years ago, and now I have had problems with my server.I had never done any updates!Is it possible to recover my purchase data and be able to install it again?HugsThanks!!
How do I install SysAid agent on the computers in my organization domain when i have the agen already installed on the RDS server
Hi, I hope you’re fine. I’m a beginner exploring SysAid Api (V1) and my question is. This version can Get Due Date List? I need this information and I think, this can be possible because is a enitity from List Petition. Thanks for your help. Data to get in a petition:
hi, I have a group of agents. I need that each agent only view his own tickets. Where can I define it? I try in the permissions in the agent group but it is not working. Thank you
Hi, I’ve added some new custom fields fr service records and they’ve been stuck in “Pending Addition” for more than 12 hours. What steps can I take to move these out of Pending Addition into Ready?
hi We need to extract from sysAid a detailed report including tickets assigned to my admin group and all the available details with notes and messages that admins have exchanged with the ticket reporter. Is it possible to create such a report? Thanks in advance Kind regards, Antonello
I want to deploy the sysaid agent via group policy. i have configured the group policy and the transforms MST file, but I dont see anything in the MST to deploy password services to the workstation login screen, am I missing something or can that only be deployed by using the agent deployment plan????? thanks for your help
I have added a new field in all sub types and want to update the field value in the archived tickets.If we restore the archived ticket , will the due dates or any other SLAs be changed automatically ?
We have an issue where the oldest NEWS item defined in our Self-Service portal is cut off. What are the length/character limits for this area of the portal? Is there a setting that will allow us to scroll down to read all items? Thanks for any input!
I am using the REST API in order to do some cleanup. One aspect of this is to update the sub_type field on SR’s that are using old sub_type forms which I want to remove. I tried issuing the search endpoint with the url:https://[env_name].sysaidit.com/api/v1/sr/search?query=*&fields=id,sub_type,problem_type&sub_type=31This is not working and returning me SR’s with sub_types that are not of the ID 31. Alternatively, I could send a request that filters on problem_type and the results are properly filtered. https://[env_name].sysaidit.com/api/v1/sr/search?query=*&fields=id,sub_type,problem_type&problem_type=SecurityWhy is sub_type specifically not being respected in the search? Thanks
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.
Love what you're seeing?? Sign in to see exclusive content and contribute to the community!
