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I have implemented SysAId Copilot and I have connected MSteams however Copilot doesn’t work with Msteams. I can list my tickets but I can’t interact like Ai Chatbot copilot, Someone have had the same problem?

Due to the extreme delay that SysAid notifies admins when they’re assigned a ticket, I am trying to send Slack notifications instead. The Slack integration doesn’t work at all (no surprise there), so I tried to use Zapier instead. For some reason, Zapier is unable to change the ‘Assigned to’ field for a SR, even though the action (the automation as a whole) is correctly registered by SysAid. The Assigned to field just doesn’t update at all. What could be causing this?

Hello, Is it possible to close a support request via email? What we are thinking of is, the user/admin would just send message to the support email address (which has been integrated) and add a detectable word somewhere in the subject line or in the email body that tells SysAid to close the support request. Ex. 'Closed' in the subject line Regarding Service Request #2,221 Multi-year Receipts - Closed ...then the we want SysAid to close #2,221 based on the latest email which has the word 'Closed' in the subject line. Thank you

How do I request a quote for the ITSM plan of Sysaid?

Does anyone have a successful integration with MS Teams up and running? I'd like to poke notifications into Teams channels when tickets are opened, updated or closed that meet certain conditions. Teams can receive messages via an Incoming Webhook, but I don't think these are supported by SysAid without us building something ourselves? https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/connectors/connectors-using

I’m working on trying to setup the integration of google workspace into SysAid so I can keep all my assets in one location. I tried following the guide for G-Suite but there are parts that have changes and the authorization of the website fails as I believe the address has changed since the guide was created. Does anyone have an updated guide or know what the new address is?

I am writing this review with immense disappointment and frustration regarding my recent experience with “Vlebazaar”. I sincerely hope my words serve as a cautionary tale for potential customers who may be considering dealing with this company. I made an advance payment for a UPS order (2692410-C) on 15-Dec-2023. Upon receiving the product, it was shockingly damaged, rendering it unusable. Despite numerous attempts to contact Vlebazaar's customer support team at 7669839261, not a single call has been answered in the past 12 days. The complete lack of response from their supposed customer support is appalling. It leaves customers like me in the dark, wondering if our concerns are being acknowledged at all. What's more alarming is that my research has unveiled numerous similar cases where Vlebazaar has defrauded customers. It's disheartening to see a company engaging in such unethical practices and taking advantage of unsuspecting consumers. I strongly advise anyone reading this review t

Hi I have searched the forum but could not find an answer to this.... I wish to allow a support call to be created from only selected (around 2) email addresses. I am sick of lazy users just sending an email meaning we have to set the categories etc... ourselves instead of logging a call correctly. I cannot block totally though this as certain people (CEO, Owner etc...) are allowed to be lazy 😉 Can I do this? I would also like an auto reply to let them know a support call has NOT been created if poss. Cheers

Hi is it possible to remove an addon? Back story: We migrated to the cloud version of Sysaid and setup the MS Azure addon at the end of November 2022, it appeared to be working. But sometime after that (starting around Dec 2022 or Jan 2023) it appears to have stopped syncing - we noticed new users setup in January weren’t being synced into Sysaid. If we clicked the “Test Connection” button, we received the error “azure connection error - failed to create web hook users for tenant XXXXXX.onmicrosoft.com. Error: Invalid notification url=’/addonsConsume/azure?type=users’ When I clicked on Import now, I recevied the same error (but it looks like it did sync the new users strangely enough) While trying to troubleshoot the sync issue, I thought I’d delete the tenant details from teh Azure addon and readd them to see if that fixed it. I deleted the tenant details, but when I tried to readd them I found the “Add” button wasn’t adding them back in (it looks like a javascript syntax error occurs

How can I enable integration with Visual Studio Team Foundation Server (Azure DevOps)?

Hi, Is there anyone know if SysAid has its own pricing and what’s the inclusion? Also is this software, an open source platform? Thank you in advance for the answers.

Operating times on email notifications

Hi, Can you automatically have SysAid create a new SR from an email? Thank you, MIT08 :-)

Hello All, Our users like to email us when there is a problem and upon completion or if its ongoing, we drag these emails into a dedicated inbox which uploads these emails to SysAid as new service records. I am just wondering if it would be possible to change the frequency it checks this inbox for emails. I think that it checks the inbox every five minutes but I would like this to be shorter. I'm just wondering if this is possible at all and if so, how I would do this? Thanks!

So I've searched the forums, looked at the Marketplace, and google searched for a while to see the limitation of the Email Rules. So this is probably a feature request and not actually a "how do you do this?" type question. I have a monitoring system that sends an email to SysAid to generate a ticket. The Email Rules allow me to search the subject, body, etc for specific text But, it doesn't seem to allow for direct linking for Selectable Fields. For instance. We use the CMDB, and we have all of our Switches in it with their CI# (We are not using Assets, don't ask its complicated and that decision pre-dates me by several years) "Main CI" is a field we use on practically every ticket we process. It would be nice if there was the ability to find a specific start character string, followed by a specific end character string from the email, and to use whatever is in between as an Importable Field. Example: Statement | Body | Custom Field Starts | "CI#:" Statement | Body | Custom Field Ends

I have a question that I hope is easy for someone to help with. When we get a ticket submitted we get a email that has the field Request User: Domain\(User logon name) We would like it to me something with more information like Request User: Display name Where in sysaid would I be able to configure how that "Request User" field is populated?

Hi, I'm in the process of integrating Sysaid with our user management intranet application and was wondering if it is possible to filter a list of tickets by request user, enabling me to create a link through from our application to Sysaid displaying all a users tickets. For example 'https://itsupport.ourdomain.ac.uk/HelpDesk.jsp?requestUser=username' I've searched the documentation but have been unable to find an answer. Thanks.

Is there any way to have the Request Date automatically populated when a user emails the Help Desk? SR gets created automatically but having trouble having request date populated.

Hi all, i have searched a lot but can't find a solution to the following problem that occured since last few updates (on-prem version). If an end user responds to some ticket and his mail program sends it as rich text only than the admin receives an empty mail notification. It happens only with rich text answers. If the user sends his answer as html than everything works okay and the complete mail body is there. Does anybody know what has to be changed in order to fix this issue? Thanks in advance. Max

Good afternoon, I had chatted with someone from SysAid support and they had mentioned that they would update our account to be able to send us a copy of the database for our own use (since i wanted to create some reports that are not possible via the sysaid reporting module, but i can't seem to find where the database was supposed to go into. Would anyone have a clue where i could find it? Thanks

So, I've managed (I think) to get Azure AD (MS365) integrated with SysAid. I say this because the 'activate integration' slider goes green when selected. I have selected three fields 'username', 'surname' & 'email' for mapping Azure to SysAid. When I click on the import now icon nothing appears to happen! What should I be looking for to know if the integration works? Where are users imported to? Perhaps I'm not fully understanding the integration function. Thanks. Edit: I managed to figure this out. I can see that the users have been imported. I was checking in the wrong place :(. Thanks all for looking.

Hi We’re using SysAid MSP version , can we import user from multiple office 365 tenant users? And which SysAid feature is relative to office 365 or Azure AD? Tks

I have seen some of the API integration topics on SSO using ADFS from a few years back. However, it appears the new chosen technology is to use Azure. Has any effort or analylsis been performed to look at integration with the Azure AD?

So we're using the cloud offering of Sysaid and it's been working fine by and large. At some point yesterday evening we lost the ability to log in as an admin but were diverted to the 'full' login page. When trying to log in further, we get an error stating: "Failed to authenticate user due to a communication problem." ADFS still works for O365 and normal user accounts can login to the helpdesk without issue. In fact admin account can get to the end user portal but not the admin portal. I've reviewed our ADFS servers and can see nothing awry. To be safe I've also thrown them for a restart but no change. O365 and user portal is still working. Any suggestions / ideas would be appreciated, folks.

Hi, we just switched over to Office 365 and I'm having trouble configuring SysAid's mail settings. I was sent over some articles but couldn't make it work. We have on-prem install. I've attached screenshots of our current configs that are not working. The mailbox is filling up fast. I have a couple of service records open but have not been contacted yet. Any suggestions would be appreciated. Thank You