How do I auto populate user information on a service request template? If I select the user from a drop down menu, I would like to auto populate their department, location, ID etc
I am wondering how to use the password reset for our users? Can they use sysaid to reset their passwords?
I would like to make better use of the SysAid tool we currently have implemented. I’ve been with the company for a short time, and I’ve identified that the tool is not properly configured. The most relevant observations so far are the following: There are several entities sharing the same service catalog. All users access the same self-service portal to create tickets, regardless of the entity they belong to. There are multiple opportunities for improvement, but we haven’t made much progress due to a lack of technical knowledge on proper configuration. The available documentation online is quite limited, so I will try to make as much progress as possible using the current manuals.In the short term, these are the most urgent points I would like to work on: Create separate companies and entities.(Objective: allow the creation of independent service catalogs and establish specific rules per entity or company.) Create customized service catalogs for each entity. Configure separate se
I am pulling asset data from SysAid Rest API into Microsoft Power Automate. I am looking for a better way to parse the data. Currently, I am having to parse the json of the output and then filter the data by each keyCaption value and append that to an array variable. For a amount of assets, currently we’re just over 1000 assets, this process can take upwards of 24 hours to collect my asset variables. Is there a better way to parse the data from the start to get the key values into usable dynamic feilds faster below is a sample of the parse json output of the data.[ { "info": [ { "key": "device_status", "value": 0, "valueClass": "", "valueCaption": "", "keyCaption": "Status" }, { "key": "account_id", "value": "cmhcm", "valueClass": "", "valueCaption": "cmhcm", "keyCaption": "Account" }, { "key": "serial", "value": "", "valueClass": "", "valueCaption": "",
How/where do we adjust the portal login timeout value?
I’m probably missing something very simple. I’ve got a Smartsheet form being sent in from a specific email. I’ve got email routing that looks for the email + specific subject, it uses the proper template. That was easy. I want to write some simple logic that looks for specific text in the body, and if it sees it, creates a task inside the already created ticket and assigns it to the proper people. I can’t seem to get that to function. Anyone have any ideas?
We’re proud to be named a Strong Performer in the 2025 Gartner® Peer Insights™ Voice of the Customer for Artificial Intelligence in IT Service Management with the highest Overall Score among all vendors evaluated.We believe that this recognition reflects how customers rate their experience with SysAid across overall experience, capabilities, support, and delivery. Thank you to every reviewer who helped make this possible. Read PR
SysAid Product Update: May 2025 Edition Welcome to this month’s SysAid Product Updates! Here’s a look at the latest features and what’s coming soon—all in one place. Enhanced AI Chatbot Interface for End UsersWe've made updates to the AI Chatbot to improve accessibility and usability: Mobile Browser Support: End users can now access the chatbot directly from their mobile browsers with a fully responsive experience. Refreshed Interface: A cleaner, more modern layout makes the chatbot easier to use across all devices.Learn more New AI AgentsExplore the latest AI agents, now available in the AI Agents Library and ready to use: Detect Problem from Incidents Create Problem with Related Incidents Add Note to Service Record Generate Wrap-up to SR Deep Research with Perplexity Microsoft 365 – Identify License ShortageLearn moreLearning Opportunities1. Start Your AI Certification - Level 1. Get to grips with SysAid Copilot and build foundational AI skills. Sign up2. Advance Further with AI - L
I want to create a notification for a specific admin group that will email them at 9am and 1pm a list of all tickets that the process manager is none. I also want to include a link to each ticket. How can I do this.
Good day,In the classic view, I had a filter set to show any tickets that weren’t assigned to a specific admin, but may have been assigned to a group. In Spaces, this does not seem to be possible, as choosing unassigned shows only tickets that haven’t been assigned to a user or group, but choosing a group shows all tickets assigned to users in that group. Is there a way around this?For example we have two main admin groups: Helpdesk and Dev Team. I want to see all tickets that have been assigned to the Helpdesk group, but haven’t been assigned to a specific user in that group.Thanks!
Good day:We have seen that there is an imbalance in SR load where one process manager may have several hundred tickets worked, but others may have much less. We want to generate very granular stats which identify to what categories the administrators are assigned.“Administrators with the Most SRs Assigned to” under Highest values reports is very close to what we want. Can that be customized, or would it take an entirely new scratch-made report?Thank you.
64bit Update download link is still downloading v24.4.60 b68 update not the v24.4.60 b83
Dear Helpdesk, I understand that SysAid can generate a satisfaction level report.For the Help Desk Service Quality section, does our SysAid setup include the following satisfaction level metrics?Number of tickets or ticket score metrics User experience feedback Any other relevant indicatorsIf you have any concerns, please feel free to contact me. Regards,Jason
Does anyone know how to disable the email that you get when a ticket has been modified? Every time someone makes a change in a ticket I get an email that says “ Your ticket has been modified” so I am getting 2 tickets ever time and I only want the ticket that has the message in it. Thank You
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