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We have a number of users still using Classic View in SysAid and the updates are confusing. If a ticket is updated via Spaces, the updates do not correlate to the ticket in Classic View. For example this ticket has been assigned to user Joe Surridge but the update at 16:11 says it has been assigned to user Melanie Simmonds.  

Hello,I have a business need to include messages, activities and notes in email notifications generated by sysaid.  I’ve been looking at the notification template for “Email to end user regarding a service record” but would need to know the variable names used to access this data.  I’m certain there must be some variables available, this is pretty standard service desk behavior.  Any help is greatly appreciated.   ...Brad

When in Classic View and Design Form mode, I note the Closure Information field has a default value of 1, meaning it will automatically default to ‘Solved (Permanently) on every ticket. How can the same be set up in Spaces? I’ve checked out the forms in Ticket Templates & Workflows but can’t find a similar set up.Thanks.

Why are our Due Dates calculating in the Classic View of SysAid but not Spaces? Surely there isn’t any additional set up needed is there? 

Hi. I’m trying to configure a new email integration with our azure tenant in azure gov.I’ve configured the app reg in Azure per the instructions and I’ve configured the incoming email tab in sysaid email integration with protocol oauth2.0, service provider microsoft 365, the tenant ID, client id, and secret, and a I put the inbox user in the user/domain user field..When I click Test I get “Test incoming email failed Connection pool shut down”.I’m not sure what this means and can’t find any documentation for this.

SysAid makes my eyes bleed in the morning and evening, when will you implement a dark theme?

 HeyI couldn’t find an answer in the guides or here.

Hi,Is there a way to extract or query the data in the Journey area of a ticket? Is that data stored in a particular table which might be available vis API?Bruce

Are operators like AND, OR, and the use of quotations allowed?  This is the essentially the same question as What operators (if any) are available in the Self-Service Portal Search? | Community but for the Admin list view.

Is there a way to convert an end user to an Administrator (Service Pro)?

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.

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 

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

It is a lot easier to notice whether an SR has a file attachment or not in Classic View. Is there a way to add an icon to the to the left of the short description field or somewhere on initial pane? Not every user is going to mention that they attached a screenshot. Or, can the second pane default be the Attachments tab rather than the Journey (History) tab?  Also, history is a much better word choice than Journey because the word ‘Journey’ is defined as a transition between physical places.

Greetings All,I’d like to see if there is a way to Assign an incoming ticket to an agent without having to set categories on said ticket.  We are being forced to choose categories before assigning the ticket directly to an agent. Thanks!

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?

In the classic SR list, you could build a filter for ‘My Group’ and it would only show SRs for groups that you were a member of. I could then set that as the default for all users. I don’t see a way to accomplish this in spaces. What is the new method? Thanks. Looks like another advanced filter we had was ‘Archived’ which would show any archived SR.

In Spaces, how do we enable the automatic prompt to ask if the user wants to assign the SR to themselves (assign to me) when resolving / closing an SR?

A majority of our support tickets are created by users sending emails to the helpdesk. For some common requests, we've set up email templates with pre-populated fields to streamline the process, minimise admin input, etc.For example, a template for new user accounts includes a field for the account type (e.g., Domain, Google). This field is set to a default value, which is the most commonly requested account type. However, we've noticed that these pre-populated fields are no longer retaining their values when the template is used to create a new service request. This means the default value disappears and the field is left blank.This issue occurs on templates created in Classic UI and on templates created in Spaces.Info:- SysAid Cloud- SysAid Edition / Package: SysAid ITSM- Build Number: v25.3.30 b4284- SysAid ITSM Version 25.33.1.62702Anyone else experiencing the same issue?

I was trying to log in to the SysAid support portal here and it wouldn’t go through (sysaid.com/support). Has anyone else had that issue today?

Hello all, We are currently in the process of setting up the sharepoint/copilot integration. I’ve followed the documentation to the T, did all the app registering and graph permissions, and every single time I’ve gotten the error shown below. I can’t figure out at all what to do from here and it’s stalling my progress on implementation. I can’t see the entire error, which makes it hard to search on the internet for it. Has anyone experienced this error before and how did you fix it?  

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?

I would like to remind people to complete the survey for a closed ticket if they haven’t completed it after 3 days.

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 am wondering how to use the password reset for our users?  Can they use sysaid to reset their passwords?