My admins cannot save personal views in the new Spaces layout. They can try to add/edit the columns but when attempting to save (or Save As), they get the following error “User does not have permissions to update (modify if trying Save As) private views”. The “Can save personal views” setting is enabled in the Permissions of each admin. Ideas?
We have a number of Request Templates set up in our system. Some are marked as Visible to End User, others are not. If I, as a user, access my Self-service portal, the templates aren’t visible. How do I make them visible?
Does anyone know of a way to configure SysAid to only allow certain email domains to open a ticket using email, but still allow an external email domain to provide updates to a ticket? IE: An employee opens a ticket with a 3rd party cc’d on the email/ticket, allowing the vendor to provide updates into the ticket, but preventing them (or spam) from generating a new ticket
Hello,I’m struggling with action item call through the API.Based on the documentation : I tried the following API call on Postman: The “type” is not working (even copy past from the doc) and without the type I juste have a 500 internal error from the server. ids = my request ID Can someone help me with this ?
I would like to remind people to complete the survey for a closed ticket if they haven’t completed it after 3 days.
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. AI agents monitoring screenTrack every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance.Learn more.Enhanced SysAid Copilot usage dashboard – now with deeper insightsWe’ve expanded the SysAid Copilot Usage Dashboard with new metrics that offer even more visibility into how AI is driving efficiency in your service desk.New insights include:Unique users utilizing AI Average quality rate DataPool coverage Self-service rate AI Service Records by engagement type and closing timeAll metrics can now be filtered by Admin Group and/or Category, giving you more control over how you view adoption and impact. Learn more Introducing SysAid integrations 2.0 – apply for the BetaWe’re expanding the way you integrate SysAid - with Workato, a no-code automation platform that brings unmatched flexibil
Hi,I’m new to using SysAid and currently working with the new APIs based off the documentation here developers.sysaid.com/docs/sysaid-api-overview.When exploring individual service records in our portal there is a panel labelled journey which captures the records journey/changes over time. Interested to know if its possible to access this level of change data via api?Thanks
Does anyone have a report or information on how to create a report that can display all assets that are 4 years old from purchase date. Thanks
64bit Update download link is still downloading v24.4.60 b68 update not the v24.4.60 b83
SysAid makes my eyes bleed in the morning and evening, when will you implement a dark theme?
Hi there, I was wondering if anyone else has a setup where you can create another ticket based on a custom date field from a primary ticket. For example, we will create tickets to temporarily configure systems in a certain way but require a follow up ticket or notification to remind us to revert the changes that we have made when a date has been reached.
I’m a SysAid Admin and my techs can’t merge tickets in Spaces but I can. When I check under the group’s user settings, they all have permissions to ’Merge service records’>‘User default merge settings’. The current workaround is from the service record to go back into the Classic view (Settings>Open Classic Queue) in the active service records window and and merge tickets from this screen. Before we upgraded to Spaces, the techs could merge tickets without the error that says “Try again later.”
how do I merge a ticket?
Hello SysMates!Welcome to the SysAid Translation Files forum.SysAid allows you to customize your terminology throughout the platform using a translation file. In this translation file you can change field names to other languages as well as simply a different term used in your organization. The default template is located in Settings > Customize > Translation and you can learn more about it in this article. After you have customized your file to your liking we would love for you to share here with other SysMates so they can enjoy your work as well. Share the love! Gracias, Merci, Grazie, Danke, Bedankt, Obrigado, Teşekkürler, Спасибо, شكرًا, Dzięki, Tak, Děkuji vám, Kiitos, Σ’ ευχαριστώ!, Mahalo, Terima kasih, Mulţumesc, Shurkan, Salamat, Ďakujem, Toda, Diolch and more!
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.
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