First steps with SysAid

Implementation stage, Onboarding, Bootcamp, and all the magic of new beginnings :)

  • 44 Posts
  • 87 Replies

44 Posts

A
Community Enthusiast
Antonio GSUCommunity Enthusiast
asked in First steps with SysAid

How do I stop the Assigned to/Process Manager from changing to none after changing categories?

When I change categories in an incident or request the assigned to/process manager resets to None.  Where can I find the setting to turn this off? Thanks

1
I
SysAider
2 days ago
Miron
SysAider
MironSysAider
posted in First steps with SysAid

Why you should always prepare a success plan with your vendors

A success plan is a document that outlines your objectives for the future (could be quarterly, annual, or even multi-year) - a blueprint for achieving your business goals.Most businesses or departments create a success plan, but only a few create these with their vendors.The benefits are obvious: you create a sense of mutual accountability for your mutual growth - a sense of partnership that benefits both parties.  The Joint Success Plan doesn’t only include high level objectives, but also key activities and measurable results that your vendors and partners can help you achieve. It is a living document that will be revisited in different touchpoints throughout your vendor-client lifecycle to ensure that you’re on the right path for success.Here’s an example of a Joint Success Plan I created with one of my clients:Ask your Customer Success Manager to create one with you!

2
Francis Li
SysAider
1 month ago
P
PoiNew SysMate
asked in First steps with SysAid

Issue with 3rd party app, Zoom.

I can see that Zoom Video Communications, Inc. is part of the SW Vendor and Classification in Patch Management Policy. But it does not give me the option to approve or show me versions that are in my environment. I also checked Patch Management and just do a basic search; it does not show me Zoom as well.I go to Software Products and add a new Software Product and I can see I have a few computers that have Zoom client installed using the query builder. Is there a chance that Zoom Video Communications Inc changed their name recently and now Patch Management policy or Patch Management won't list them in the correct slot?I am currently trying to update zoom to ensure it is the latest version through SysAid patch management.  

1
elena.t
SysAider
1 month ago
R
Community Enthusiast
Reed the SwedeCommunity Enthusiast
asked in First steps with SysAid

How do you sort by last updated date?

Hello Friends,Is there a way to set up a view in SysAid so help desk techs can view their tickets and sort the tickets by last updated time/date? Thanks!Reed

1
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SysAider
2 months ago
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AnderVNew SysMate
asked in First steps with SysAid

API REST ENDPOINTS SYSAID

Hello everyone   I am trying to work with the sysaid api and I would like to know if there is any way to have the list of endpoints of each functionality that can be obtained from the sysaid api. And we have a ticket to connect postman with the sysaid enviroment.

3
elena.t
SysAider
2 months ago
R
runi-devNew SysMate
posted in First steps with SysAid

Guidance with the REST API and c#

Hi everyone,I’m newbie to the SysAid and SysAid api and i need a guidance on how can i find a user by email and phone number or any other field?If i find him, how can i open a new ticket on his name?How can I update the ticket information (Description, solution, status and etc.)?My implementation will be using c#, currently i was able to do a login and with the cookie preform simple query for all user or user search by sending request to /v1/users/search?query=mySearchQuery&fields=display_name,email_address,secondary_email,first_name,last_name,cell_phone,phone but it didn’t help me to much as i wasn’t able to find what i was looking for.my SysAid is on-premLooking forward to your help and reply.Thanks.

4
S
SysAider
2 months ago
I
infoMarleeNew SysMate
asked in First steps with SysAid

API - Python

Hi All,Has anyone successfully created a Python script to query the Sysaid API? I’ve been struggling to get this working … POSTMAN is working fine though.  Just wondered if anyone had a sample script i could look at.   Thanks, 

3
S
SysAider
3 months ago
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AurelNew SysMate
asked in First steps with SysAid

On-Call Person

Hi guys, I am new with SysAid and was wondering how you deal with on-call personnel/tickets. We have scheduled on call person and would like to notify them when a ticket is submitted or NOT assigned after 10 minutes it was submitted. How do you notify the on call person when the on call person changes every week? We are trying to minimize the number of emails being received by the other Admins so sending a notice to the group, hopefully, is not the way we have to go.We are using teh SysAid clou.

1
S
SysAider
3 months ago
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mrdaigleNew SysMate
asked in First steps with SysAid

Why can't I put a hyphen in my First Name!!!

Hey SysAidI’m new here but just wanted to express my frustration with not being able to enter my first name with either a space or a hyphen!!!  My name is Mary-Rose but your system refuses to accept it.  Very frustrating… I really hate being called Mary...

1
elena.t
SysAider
4 months ago
jsidoti
Guru
jsidotiGuru
posted in First steps with SysAid

what does your SSP look like?

just interested to see how people customize their SSP  

22
jsidoti
Guru
5 months ago
S
Steven TNew SysMate
asked in First steps with SysAid

How to add the cust_list1 field an email notification

${cust_list1}doesn’t work.Anyone know the syntax?

1
Maayan Karstaedt
SysAider
6 months ago
Marcelo Flores
Marcelo FloresNew SysMate
asked in First steps with SysAid

Boot Camp Recording

I was at the boot camp session yesterday and would like to get a link for the recorded sessions. A lot of content there! We would really want to review a couple of sessions again.  Thanks!

1
Maayan Karstaedt
SysAider
8 months ago
V
VladSkillNew SysMate
posted in First steps with SysAid

Do you have some videos courses about SysAid?

I’m looking for list of top video tutorials about SysAid that I can add to my platform. It will help a lot of people in adoption,

1
Maayan Karstaedt
SysAider
8 months ago
E
ElwinNew SysMate
posted in First steps with SysAid

Making third level category not mandatory

We want to make the Category and Subcategory mandatory but not the third level. We want to make the third level something that support uses to make a more generic issue more specific. It seems that if I make the Category required that the Sub and third level are also required. I do not see how to accomplish this. Is it an all or nothing setting?

1
S
Community Enthusiast
10 months ago
M
mattkosterNew SysMate
asked in First steps with SysAid

Help with slack integration

Sysaid - All I want to do is get slack working at a basic level. Like if a new incident is open, we want notification to channel. How do we do this. We walked through the instructions, connection shows a success, everything looks good, but we don’t see any notifications. Help!

4
M
1 year ago
S
SpireSTLNew SysMate
posted in First steps with SysAid

Escalation Rule not working as expected

I created a new escalation rule to automatically more incident tickets to Auto Archive if the ticket has not been updated in 7 days, but it is not working as I think it should. I have the escalation level set to 10, so it should over ride any other escalation rules. Any help would be greatly appreciated.

1
alefabian
Active talker
1 year ago
F
FixerOfITNew SysMate
posted in First steps with SysAid

AT&T SMS Integration

Anyone setup AT&T SMS Integration? All I know to do is put in the cell number and then append @txt.att.net to the end of it. Not sure how to do this in the SysAid text message integration. I select Cutom Provider and it's asking me for the Username, Password, Sender ID, Gateway ID...etc. Where can I find this info? I can't seem to find it on any of the AT&T websites.

1
Maayan Karstaedt
SysAider
1 year ago
A
alexglissanNew SysMate
posted in First steps with SysAid

SysAid Free Edition

Hello, I wondered if SysAid still provide a free edition (on-premises) for people to use? There's just myself and one other Admin so my dept won't pay for a full blown help desk service. SysAid has been great, but it looks like I need to perform a re-install and I can't find my copy of the SysAid installer. It was "Spring17" I think? If there is a free version could some one please advise me how I can obtain it, even just the Spring17 version would be fine. Many thanks, Alex

1
jsidoti
Guru
1 year ago
Mikey737
Mikey737New SysMate
posted in First steps with SysAid

Workflow - Onboarding

Hoping someone could help me to easily figure out how to create a workflow for user onboarding/offboarding in requests and request templates. I'd love to get one setup like they show in one of the AutomateJo videos, screenshot attached. I don't have Automate Jo, so not looking for that part yet. Just the Request details, with Process mgr, New Hire First and Last Name , New Hire Title, etc. And then the approve by the hiring manager tab. thank you so much!

0
Mikey737
1 year ago
A
abradfordNew SysMate
posted in First steps with SysAid

How to change a Field name

Hello, I am brand new to Sysaid and need some help. Above entry fields in incident tickets there are labels like "Title", "Description", etc. See attached for an example. I figured out editing the Translation file can change these labels, however it only changes the label for NEW tickets and does not replace the label on existing tickets. Example: I change the "Title" label to "Problem Description". When I open new tickets they contain my changes. Exisiting tickets still contain "Title" as the field name. How do I change "Title" to "Problem Description" so it reflects across all existing and future incident tickets?

1
Maayan Karstaedt
SysAider
1 year ago
C
cpoagNew SysMate
posted in First steps with SysAid

Can Activities be imported?

Our Desktop Support team has been using SysAid for quite some time, but our programming staff (which I manage) has been tracking our projects in a <cough, cough> spreadsheet. We would like to jump into SysAid so that our programmers can grab unassigned projects and then track and close out those projects themselves, also giving the requestors more insight into the status of requests. Is there any way for us to import our existing projects into SysAid as activities? We have a historical record of over 1,600 requests in our spreadsheet and about 100 of those are "active." I only see imports for categories and assets. If there is no import, do long-time SysAid users have any tips for getting large numbers of requests into the system? Thanks, Charlie

1
Maayan Karstaedt
SysAider
1 year ago
S
Sky303New SysMate
posted in First steps with SysAid

Sysaid hotkey F11

Hey guys, I'm having an issue where I change the hotkey for my Sysaid shortcut on a clients computer (via properties) and both F11 and the new shortcut key open sysaid....I have also tried setting it to "none" and F11 STILL works. Do i have to delete a registry key to achieve this and where would it be located?

8
S
1 year ago
J
Jop van BerloNew SysMate
posted in First steps with SysAid

${notes} formatting

Dear everyone reading this post :-) I was wondering if it is possible to change the formatting of the ${notes} variable. It seems that it just posts all notes added after eachother. We would like to seperate each note with a clean line instead of the ================. And also change the background of each note so it is easy to keep track of multiple notes. Is this possible? Thanks in advance!

1
J
1 year ago
S
saod-AaronNew SysMate
posted in First steps with SysAid

Change Cloud URL

Are we able to have the cloud URL changed on a free account?

0
S
1 year ago
L
lukehyNew SysMate
posted in First steps with SysAid

Creating Template and Email rules

Hello. i created an incident template and an email rule. when triggering an automated incident by sending an email to the mailbox with the subject of the email rule filter it picks up the email subject and create the P1 as should the only issue that it dosent take the company name and Request user from the template but filled in my email instead. anybody got an idea?

0
L
1 year ago

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