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So I have noticed that we cannot edit resolutions. We can go into a ticket and see the resolution. We even get the triple dot menu to the right of the resolution and we CAN click on Edit. This action does in fact make the text editor visable. However, any attempt to actually change the text inside the resolution is not allowed. Then when you exit the ticket it asks us if we want to discard or save the changes the changes, when nothing has been altered.Thanks,Ryan

Is anyone else having performance issues with the On Prem version? We have seen the webpage go unresponsive multiple times a day for several minutes. The SysAid server and SQL server is pingable during the time the webpage is not responding. We are running v24.4.60 b98, database is on a separate MS SQL server, 8CPUs, 32GB RAM, Windows Server 2022.

Hello,I am currently reviewing the Password Service configuration in my environment and would like to clarify a question before enabling automatic notifications for end users.The desired scenarios are as follows: Account Locked: The user should be notified when their account is locked. Password Change Completed: The user should receive an email confirming that the password has been successfully changed. Password Expiration Warning: The user should be alerted a few days before their password expiration date. During my validation process, I identified that the first two scenarios appear to be available for configuration through the administrative console. However, I was unable to locate a native option in the system for the third scenario (password expiration warning).Therefore, I would like to confirm whether it is possible in SysAid to send password expiration notifications.If not, is there any recommended method (for example, integration with Active Directory or a workaround throu

Buen dia, me gustaria saber si alguno de usted sabe como separar las categorias dependiendo de la plantilla que se utilice? sin que esten mezcladas las categorias de cada plantilla al momento de enviar un incidente 

I want to know if i can participate in the upcoming seminar and if yes what i have to do to register

My team has been adding documentation to the knowledge base (FAQ) for our end users. A problem that I have noticed is that I cannot copy the link to specific pages in the FAQ, the link always defaults to the same page. Is there a way to get a link directly to the KB article?I cannot copy/paste the URL to a knowledgebase article to send a user directly to the document.This is particularly a problem with announcements of new features and supporting documentation that is sent via other platforms (email). I cannot include a link for users to click to quickly access the documentation. Is this functionality missing or am I missing something?Thank you!

I work with a central bank and want to know if it possible that we can incorporate some our other systems’ manual to sysaid, using the AI, they dont need to log issues but by using certain keywords, they system can prompt them to look at a certain manual which would assist them when they're logging issues 

 No ticket can be closed or modified because of this error message.  How can this be solved? Thanks in advance

Some emails coming into Sysaid are being stripped of their formatting.

I’m trying to delete and edit from Customize | Lists | Location.  I get the same message for either.  “The caption you have entered already exists”.  I have verified when editing that no other entry by the same name exists.  But I shouldn’t get this message when I’m deleting.  

We need a report that identifies the first timestamp when an IT Service Desk agent interacted with a ticket after the end user created it. This includes any initial action such as opening the ticket, assigning it to someone, or modifying severity, priority, or other fields. The goal is to measure responsiveness and operational efficiency by capturing the earliest “touch” from IT after ticket creation.Is there a out of box report or do I need to build something ?

Hi all,I am having an issue with the filter directive in the Service Record API call. I have been through the documentation multiple times, used the developer site at https://developers.sysaid.com/reference/searchservicerecords to build the filter. The developer site always seems to throw an error. I have tried just about every imaginable combination of curly braces, square braces, no braces, entered the key:value pair with a colon between and an equal sign in between. I have Googled the syntax, all to no avail. I have a ticket in with the SysAid Help Desk, but they are having issues getting the syntax correct also.Any suggestions, examples, ideas, will be appreciated.Bruce