First steps with SysAid

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.

A lot of our users email SysAid rather than using the Self-Service portal (something I’m trying to change). In some instances they’re replying to an email about an SR that has been closed and the support colleague may miss the automated email stating an SR has been modified.Is there a way within SysAid that I can generate an automatic email to the end user, if a SR has been closed for a certain amount of time and they email on the back of the closed SR, requesting that they raise a separate SR?Many thanks.

Within our organisation, when a SR is marked with a status of ‘Deleted’, an automated email is sent to the user stating ‘if you want to know the reason please visit your Self-Service Portal’ but upon testing this, the deleted SR is not viewable by the user.  Is there a setting that will allow this?Many thanks.

Hi all, we are just getting started with Sysaid implementation and it has been a bumpy road, nevertheless I have installed RDS on one of our servers, followed the documentation, however in sysaid portal, I only see one RDS node which is sysaid server. i am not sure if that is how it should be or not, but i have no option to add new one. if I go to do any sort of WMI or SNMP scan, I also cannot choose RDS nor Domain, which makes me think there might be a step that i have missed after installing the RDS. PS: I have assigned credentials to RDS , I have no way of confirming whether it is working or not. I would appreciate any help on this one.  

how can i create a child ticket in sysaid?

I posted in the forums a few weeks ago regarding the pausing of due dates based on a particular ticket Status. I received an auto response regarding the amending of some SLA’s but it still doesn’t make sense to me and I’m unable to fit the recommendations into our set up.Is someone able to go through this particular process step by step?Many thanks,Mel S.

First of all, apologies for the number of questions I’m posting to the forums lately. I’ve just been appointed the Service Desk Supervisor at our organisation and I’m wanting to make as much use of our SysAid software as possible.Can it accommodate the pausing or recalculating of the Due Date based on the ticket’s status? For example, if a ticket is updated with a status of ‘sent to supplier’, it no longer falls within our SLA’s but the supplier’s. It would also need to pause or recalculate if the status is changed to ‘on hold’ or ‘contacted user - awaiting response’.Many thanks,Mel S.

Can I amend the Escalation Rules ‘Notification body’ to match the default font & formatting of our organisation?  The default within SysAid is Calibri (11) and we use Arial (12).  Can you also use the likes of ‘bold’ & ‘underlining’?Many thanks,Mel S.

Hi, I have an issue where I am trying to upload an address that is 40 characters. SysAid importing tool will not upload the record to the database. Is there a way of increasing the limit? ThanksHardeep

Hi SysAid Support Team,Sorry I’m new on this forum. A week ago, our On-Premise SysAid had an issue and I’m trying to reach out to you guys for assistance. As such, I want to log-in a SysAid Ticket at your SysAid Help Desk Portal. I am new with this Organisation I’m working with and they have been using SysAid Help Desk for a while now. I want to register but it keeps taking me this community to register. Can someone please assist me so I can actually register on your SysAid Help Desk portal and log-in my ticket ?Many thanks,Billy

new to the platform here, and looking for doc on HowTo of using this cloud-based platform to ‘do’ SNMP scanning , or some examples of How does sysaid Monitor switches / storage / NAS , etc. , assuming it does ….  and then any subsequent reports/template/alerting of discovered information. thnx

How do I install SysAid agent on the computers in my organization domain when i have the agen already installed on the RDS server

I want to deploy the sysaid agent via group policy. i have configured the group policy and the transforms MST file, but I dont see anything in the MST to deploy password services to the workstation login screen, am I missing something or can that only be deployed by using the agent deployment plan????? thanks for your help

I would like to make the description a drop down list for consistancy AND i would like to add a default time for a template. Is this possible?

I’m an admin of our sys aid (cloud) instance but don’t have options to add/edit/delete users in the Tool menu.  How do I get these permissions / or am I missing something?

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!

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

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.  

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

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.

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, 

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.

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...

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

just interested to see how people customize their SSP