Getting Started

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\

Hello I am after the installer for Windows Server 15.2.05 b5 Pro Editition (MSSQL) as i need to recover from a server that has a bricked firewall that is only allowing to copy outwards so i can only reach the Sysaid console via vmware console. Does anyone have a link to this? Also is there an old guide available?

I have sysaid agent 9.0.53 deployed on some machines for which the server is gone for good. There is no uninstall in add/remove programs and the service is running. What is the best clean way to remove it?

Hello, Is there any way to deploy the agent and NOT have the shortcut show on the Desktop. I know I can turn off the hotkey but I also need to turn off any and all ticket submitting, So I only want the agent to collect data (hardware and software and user login,.. ) and maybe use it to do remote desktop. Thanks ....

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?

Just wondering if anyone else has had issues with client machines whereby the F11 hotkey and the Sysaid shortcut fails to launch the end user portal to log a request? Current steps taken: Tested with another user account on same machine fails to load for any user. Had user log onto different PC and confirmed it works - OK. Re-deployed agent to machine, checked and confirmed registry settings from known good install. Currently have about 10 or so machines experiencing same issue. Id prefer to re image the machines as a last resort. Any advice/ thoughts welcome :)

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

Good day, I am currently using SysAid onsite version v19.4.41 b12 and about to upgrade to v21.2.35. I want to let users know what has changed between the versions. Is there somewhere that documents the changes in each version? Thanks

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?

Hi everybody, We are trying to deploy SysAid in our Linux Servers. In this early stage we are doing it manually in one of our dev servers. We have uncompressed the tar.gz and we run the script and... nothings happens, no error and everything seems correct. But in our Sysaid our new server doesn't appear in assets list Doing some troubleshooting with sysaid-linux.sh script we got this error: Resolving XYZ.xyz.com (xyz.xyz.com)... A.B.C.D Connecting to XYZ.xyz.com (XYZ.xyz.com)|A.B.C.D|:8080... connected. HTTP request sent, awaiting response... 404 2021-07-08 11:27:56 ERROR 404: (no description). Any ideas? Any help would be very appreciated. Thanks in advance. Regards, Jaime.

We have enabled SSL on our sysaid server, as we are planning to open the server up to networks outside of our company network. This way we can use the mobile app and push notifications. But before we open the server, we want to force the usage of HTTPS, so only secure connections are allowed. Our http port is 9090 and our https port is 8443. Current situation in the server.xml file is: <Connector port="9090" URIEncoding="UTF-8" redirectPort="8443" connectionTimeout="20000" protocol="HTTP/1.1"/> <!-- A "Connector" using the shared thread pool--> <!--<Connector executor="tomcatThreadPool"port="9090" protocol="HTTP/1.1"connectionTimeout="20000"redirectPort="8443" /> --> <!-- Define a SSL HTTP/1.1 Connector on port 8443This connector uses the BIO implementation that requires the JSSEstyle configuration. When using the APR/native implementation, theOpenSSL style configuration is required as described in the APR/nativedocumentation --> <Conne

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?

I had to reinstall sysaid and am on 15.2. Could someone provide me the links to get me up to version 20.2?

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.

Hi. Due to some problems that have occurred in recent years, I'm stuck on version v17.3.57 b2 MSP (64bit) with my Sysaid on-prem installation. We are under maintenance subscription and we would start the upgrade process to reach the latest Sysaid version. We have to follow the upgrade path, so we need all mandatory intermediate installation packages. The website area with "older versions" repository is missing. Where can we find all needed packages? Can someone help me to find theese files? Thanks in advance to anyone who can help me. Best regards Marco

Hallo zusammen, ich würde gerne auf die Sysaid Version 20.2 updaten leider werde ich darauf hingewiesen das ich vorher die 19.4 installieren muss. Ich habe dazu aber leider keinen Downloadlink gefunden. Kann mir jemand weiterhelfen? Grüße

Hi, Having difficulties accessing our SysAID Free Cloud portal and no longer able to login using the original admin account provided. Have tried the password reset option but it does not recognize any combination off account name and email address that I can think of. Is there any way to get the password reset? Thanks in advance Kevin