First steps with SysAid

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!

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,

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?

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!

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.

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.

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

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!

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?

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

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!

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?

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

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?

Greetings, We are just beginning out configuration of SysAid. Can anyone tell me the correct size for the SSP banner? I didn't see it in the Help user guide. Thank you, Heidi

Hi, We've been a sysaid customer for a number of years and want the communities advice on auto allocating tickets. We are familiar with the concept of the auto dispatching of tickets by admin group. Current Situation 1 x Central IT 8 x Locations / Companies 16 x Agents (11 x Central, 3 x Location 1, 1 x Location 2, 1 x Location 3+4) Agents are 3 groups - General IT, Applications, 3rd line Agents allocate / take over tickets they want to take, no auto allocation or routing Our suggestion, If it's possible ? New incidents come in, If it's a category that is allocated to the 3 agent groups, if goes there based on auto routing, if it's general IT then Based upon user who has created tickets location / company the ticket is allocated either to the agent or agents responsible for that location first, then look at the usual rules for the auto despatching and if that agent is overloaded then hand out to the other agents in a fair way. What do you guys think, is that right ? Is it possible

Hi All. New to SysAid. Question about patch management for third party apps. Is there a published list of all the third party apps support within patch management? Or, more specifically, can anyone tell me if Zoom is in the list? Thanks.

Can someone let me know how we can set a different default font and size when sending a message?

Hi Everyone. First time poster. We had a very hard time getting our patching up and running. Multiple issues and problems. We were finally able to retire our previous patching product a month or two ago and just rely on SysAid for patching. I'm not the technical SME for SysAid, just the IT Director. I now need to produce reporting for how the patching has worked and am having a heck of a time. All I am looking for is A) How many patches were successfully deployed and B) how many are still needed. I would like much more than that but I'll settle for now, for just that. There are only about 5 reports within SysAid, and thus far none of them really provide that information. I must be doing something wrong because this seems like the most basic of patching statistics. Thank you.

Hello, We currently use the SysAid server free version v18.1.54 b3. We also use Nessus Professional to scan the servers\PCs for potential vulnerabilities. We have started receiving notification from the scanner that the Apache Tomcat version installed should be upgraded to version 7.0.105 or later. Can someone explain how I can do this? Thanks, Roger

Hello, i need some help with TAG in Reminder Notification. In ASSET MANAGEMENT, there is a SOFTWARE PRODUCTS. In Software Products, there are Company Name, Product and etc in the table depending on what u had customized in the customized view. I had set a Reminder Notification to email me when the software license is due to expire. But i cant get the Company Name to be shown in the email notification. I had used $assetCompany $entity:$entityInstance $dateField: $dateValue but the company name is still not shown in the email notification to me. thank you.

Hello! I am new in these parts. Hoping someone might be able to lead me in the right direction. My goal is to establish a conditional request flow based on the data entered at the Request Details page. If my custom field titled "Custom Document Change" is set to "Yes", then I would like to access that in the attributes within an action item. Is that possible? If so, how would I go about doing that? Thank you!

Hello, When a user submits a request using the self-service portal, it defaults it to a basic request process. I then change the template on my side to follow an advance format. In a perfect world, the basic request being submitted with Category = A and sub-category = B would change it to the advance template I would like. Is that not a possibility? Thank you!!

new user as in new account for forums and support Created my account....states in email that Please note that the SysAid Help Desk (http://helpdesk.sysaid.com) and the SysAid Community (/Sysforums/forums/home.page) use the same credentials. they apparently dont, im able to get in to the forums but not support login page has this email listed for login issues.... login@sysaid.com email returns login@sysaid.com Remote Server returned '< #5.0.0 smtp; The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces. Learn more at https://support.google.com/mail/answer/6596>' can I get some support here please?

Me and my organization are new to SysAid. Trying to get this running from the ground up. Any tips and tricks to help easily set things up? Currently working on sub types, templates, and workflows. Any suggestions on how to set things up are apprecaited!