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": "",
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?
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: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
Dear Helpdesk, I have already replied to your Helpdesk email on 12 May 2025, but I have not received any response yet. I would appreciate it if you could look into this and reply as soon as possible.Here is my original question:We want to export a report of the survey questions and answers, but I cannot find how to do this in SysAid. Could you please advise how to export a report of the survey questions and answers?You can reach me at jasonchim@jebsen.com. If you have any concerns, please feel free to contact me. Regards,Jason
We are wanting to have an email notification sent to the assigned administrator and/or admin group when an internal note or internal task note is added to a service record. Is this possible?
Hi,Is possible to allow all admins in a group to see any tickets assigned to any admins in that group without setting the permission “View Service Records that are assigned to” to “anyone”.I am struggling to work out how group can manage their tickets when the admins in the group can’t view the tickets once they are individualy assigned, even through they are in the same group.Any help is appreciated
I wanted to check how effective is our new hire template, and also how the each process is setup
I have an admin who has been using Sysaid for a few weeks normally but now cannot update any tickets. She can update CIs just fine.The error is the one that states the ticket has since been updated by another admin (but it has not). All tickets affected and other admins can edit the same tickets. She has full admin access. She has signed out and back in, loaded a ticket from scratch and still has the issue
No ticket can be closed or modified because of this error message. How can this be solved? Thanks in advance
We have a custom field in our General Incident Report ticket, which is a multi-select relational list of users, filtered to include Management and Supervisors. This field is intended for users to document who they notified of the incident during their shift. I am trying to create a custom email notification, to keep that Supervisor up to date on the status of the ticket.Since data population is still not a thing without workflow tabs for some reason, I can’t populate the CC field with the selection. Since I am limited to the query builder, which lacks a ‘contains’ or ‘like’ operator, custom escalation rules are off the table unless I want to create thousands of them.Making the field a custom text box is not an option; we need consistency for reporting purposes. Replacing the ticket with a request type ticket will cause too much confusion for users and admins. Having the ability to create workflow tabs for incident templates could at least provide a tolerable workaround for the lack of
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