Getting Started

I'm looking for help resetting our system. I'm afraid the installation I did years ago isn't working properly. I've noticed some things since the new AI interface. For example, I can no longer close outages, and I'd like users to be able to respond via email without logging into the portal.I'd like to consult with an experienced Dutch-speaking user who's willing to help me. We're using the cloud based SysAid.

I'm trying to create a custom view that shows all tickets that are status in (OPEN_CLASSES) but under a certain admin's name Some things I've tried that do not work in static filter: status in (OPEN_CLASSES) AND responsibility = 'jdoe' user_name = 'jdoe' AND status in (OPEN_CLASSES) Multiple attempts just break the viewer or return no results.

Good Morning, We’ve encountered an interesting problem when testing Spaces where users are unable to login unless they login via the classic interface. Interestingly I created a new user in gmail and set them up with a sysaid account and that was able to login, but any established user with an AD account is unable to login.  The error message I get in the sysaid log shows “invalid password” when trying to login to the spaces environment but changing to classic lets it in fine. I tried different browsers, clearing cookies/cache, verifying the password is correct, verifying the LDAP connection is correct. Has anyone else had issues with spaces logins not working?To be clear, when I say the spaces login I mean companyname.sysaidit.com/spaces/login… instead of comanyname.sysaidit.com/login...

Hello We are still using Sysaid version 20.4.74 b10 in conjunction with an Oracle database. We would now like to install the latest version of Sysaid. How do I migrate the data from Oracle to MySQL, for example?

I’m trying to access the on-prem installer via the “Windows 64-bit (Upgrade)” link on your documentation page:https://documentation.sysaid.com/docs/latest-version-installation-files#latest-version-installation-filesHowever, when I click the link, it redirects me to a login page:https://helpdesk.sysaid.com/spaces/login?from=%2Fspaces%2FI attempted to sign in using my current SysAid account credentials, but was unsuccessful. I also requested a password reset link, but I’m still unable to log in.Could you please advise if a separate login is required to access the installer? Any guidance would be appreciated. Thanks!  

We need to know the Ip public for the mail server who use SysAid (SaaS). Because, our firewall need stablished trust communication and permit the traffic.Regards.

At our site, we have student laptops that are managed remotely using Microsoft InTune. I have the ability to deploy an EXE or MSI program from within the Intune portal. I would like to deploy the SysAid agent MSI this way, is there a way to do this? There is an option for "command-line arguments" from within InTune, does anyone know the command-line switches to use for (Account, SysAid URL, Serial Number, RDS Name, RDS URL)?

What does this mean? No credentials assigned to the RDS, please make sure to assign credentials to the RDS from the RDS list.

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.

Dear Support, As our SysAid version is 23.3.36, we want to install the latest version, 24.4.60. A member of your helpdesk team has stated that 'you can upgrade directly to the latest version, 24.4.60, without any problems.' However, I am concerned that upgrading to version 24.4.60 may not work.Please provide us with the installation files for versions 23.3.37, 23.3.38, 23.3.39, and 24.4.60. If you have any concerns, please feel free to contact me.Regards,Jason 

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.

Is there a place where we can find the release notes for the windows agent? 

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.  

Hi everyone.Anybody can help me about how can I install sysaid agent using command line or Power Shell Windows? 

Good morning,I have Sysaid On-Prem and I'm on version v23.3.36 b3, and it's been almost a year since the last update.Will there be any more updates for the On-Prem version?

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.

I am having issues with my RDS server and whenever I go to uninstall it from the control panel I get a message an error has occured while trying to uninstall remote discovery service, it may have been already uninstalled. I checked and all the files are still there. how can I manually uninstall the program so I can try and reinstall. I have tried to install a newer version of RDS but the service will not start and I cant seem to find the file wrapper.exe

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

Does anyone know if we can add a link to the USER LIST to the main SYSAID Admin Portal Screen?