Getting Started

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?

Hi Community, I’ve tried to install sysaid agent, but the computer didn’t show up on sysaid asset lists. The log says the agent shut down. Anyone know how to solve this problem?Here is the log : The current agent version 22.1.65.2010/20/22 16:14:28:452 [P] VideoRecordingSettings::ReadVideoRecordingSettingsFromConfigFile The video ticket is enabled10/20/22 16:14:28:494 [P] VideoRecordingDownloadManager::IsNeedToDownloadVideoEncoder The video encoder file exists and ready to use10/20/22 16:14:29:909 [P] AgentStartupHandler::Init Start to init AgentStartupHandler10/20/22 16:14:29:993 [P] AiHandler::Init Start to init AgentStartupHandler10/20/22 16:14:30:653 [P] TeamViewerSessionManager::IsInstalledBySysaid The TeamViewer is not installed by SysAid10/20/22 16:14:30:655 [P] TeamViewerSessionManager::StopTeamViewerService The TeamViewer not installed by SysAid10/20/22 16:14:30:676 [P] AgentStartupHandler::Stop START: stop Agent startup handler10/20/22 16:14:30:677 [P] AgentStartupHandler::St

system agent Successful installationbut click agent not work 

If it does, what is the cost of doing so ?

Dear Sysmate, What is the best minimum MySQL version for SysAid 22.1.65 On-Premise installation? Since the minimum on the web is 5.6 and 5.7, I’m aware on the new version is different than what it is really required. Because my MySQL version is 5.7 and I  have problem with version 22.1.65 while querying assets list, online users, incidents.Thanks and regards,Asadulloh 

I have been looking for the full installation file for the newest version of SysAid but I have only been able to find the update patch. I have been having problems with our current SysAid installation and am looking to do a fresh install on a new server.

Hi, i plan to migrate all sysaid data from old sysaid server to new sysaid server without performing DB restore. I want to have new clean sysaid and just import all data from old sysaid system. is there any tools, or proper way to do that. 

Hello, I have Issue from upgrading from v21 to v22.1.65.After succesfully upgrade, I have a problem accessing online users page.  It looks like that, with error  “The list cannot be loaded, because it was defined with a bad query. Click "Customize View" to review the view settings and try again."This is the “Default” view, nothing change since first install. ThanksAsadulloh

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!

Hi,During the upgrade from 21.4.45 to 22.1.65 i received an CRC error:The file C:\….\SysAidServer\jre\bin\jfxwebkit.dll doesn't match the file in setup's .cab file. I ignored the error message. The setup finished successfully. Cannot see any issues till now. But should I expect any in future. Please advice.

Sysaid has a professional services team to handle on premise upgrades, but for those of us who don't have the budget for a cloud implementation, or to contract PS it would be nice if the upgrade documentation was up to date and linked to the "Latest Release" page so that Admins could click on it and sign in with their sysaid accounts to get it.https://www.sysaid.com/product/on-premise/latest-releaseThe upgrade instructions I was able to find are mostly okay, (despite the old version #s, and the old version of Apache):https://community.sysaid.com/Sysforums/posts/list/6581.pageHowever, they don't mention that if you use apache you may want to save the: C:\Program Files\SysAidServer\tomcat\conf\server.xml and overwrite it after the install to avoid having your chosen ports blown away. Likewise the install instructions should link to the latest version of apache since Sysaid doesn't officially support IIS. I had upgraded to 19.4 and our sites went down because our apache was old.

I am currently on V20.2 and need to upgrade to the latest version. But to do so, we are told to upgrade to 21.2 first then upgrade to the latest version from there. But I cannot seem to find a page that has all the previous versions to download.

Good afternoon friends!I'm having a problem with the service stopping, does anyone know how I can solve this?Half of our park works and the other half doesn't....I've contacted support but so far nothing....

Hi All, I change my computer after I installed Sysaid server on it, and the URL setting of the buildin RDS showing with the old computer name as showing with attached file, is there a way to change this URL to new name.

Hi, I was hoping that someone could point me in the right direction for migrating and upgrading our on premises version of sysaid. Currently we are running on an old 2008 apps server and moving it to a 2016 version. The current Sysaid version we are running is v17.3.57 b2 and Apache Tomcat/7.0.57 From what I understand I would need to install the same version on the new 2016 server first and then go about upgrading to the latest version of sysaid? If anyone has the links/documentation for this process that would be great,

Hi All, We have decided to sunset our support for Oracle database as part of the effort to optimize our development flow, aligning our On-Prem and Cloud infrastructure enabling streamlined development and releases for you to enjoy. For accounts still using Oracle database:we recommend not upgrading further than v21.2.35 until database migration has been performed. Reach out to our team to start the conversation for your migration.We are here to support you through this process of moving database, reach out to our team to start the conversation and even consider taking the opportunity to reach for the SysAid cloud in partnership with AWS ISV Workload Migration Program.Upwards & Onwards,Cheers,Maayan

We had to do a complete reinstall of SysAid and import the database. But just realized that the attached images/ files are now missing. I tried to look through the old file-system, but the files are not physical and seems to be located in the database, so it was not a "I forgot to copy files". I checked the database and files are here as "file_content" Any idea why images are missing and cannot be downloaded.?

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.

Are You Ready to bust some cloud migration myths? Get the real facts from an AWS leader and a SysAid expert to start your Cloud journey. Join our webinar on June 7th at 10:00 am ET to hear first-hand insights and actionable tips to set you on the right track. >>Save My Seat<< We’ll be hosting Steve Blackwell, Global Tech Leader for Manufacturing at AWS, who brings 20+ years of experience in the manufacturing industry and has advised countless IT organizations in their cloud migration. As well, you will gain from the vast experience of Ilan Farhi, SysAid’s VP of Customer Experience, who will share SysAid’s customer stories that have successfully migrated to the Cloud. You’ll learn about: Cloud trends in the manufacturing industryThe best practices and tips from an AWS expertReal-life stories with actionable lessons for a painless migration to the cloudBe the change you want to see in your IT world. We hope to see you there!

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!

I need to download version 18.1 for a reinstall, can you direct me to a download?

Hi Is it safe to exclude any folders from antivirus real-time scanning on an on-prem SysAid server? I've had a search for antivirus exclusions for SysAid but haven't really found much SysAid agent mentions white listing "\Program Files\SysAid" Patch Management mentions white listing "C:\ProgramData\GFI" I didn't find anything specific for an on-prem server The reason I ask is that we've been having an issue where SysAid seemed to freeze randomly every half an hour (it would be come unresponsive for about 3 minutes when people tried accessing it via a web browser). There would be a CPU usage spike at the same time, task manager showing the System process spiking. I thought I'd try excluding C:\Program Files\SysAidServer\ and C:\ProgramData\GFI\ from real-time scans on the server to see what would happen It seems to have fixed the issue, but I'm just concerned that if someone uploads an infected file, or something, it could infect the server and then spread to other things.