Getting Started

Hello, I've been trying to upgrade from 19.4.40 to firstly 20.3, which the installer advised me I couldn't do, despite release notes telling me it was a supported upgrade. I next tried upgrading to 20.2 at which point in the pre-install step I receive "Your installation parameters contain both a DB instance name and a port DB URL. If you are using a dynamic port, please remove the port or instance name parameter from the serverconf.xml file. Aborting installation. Have tried searching for this error but can't find anything. I did successfully upgrade from 19.2.33 to 19.4.40 on Monday, what's changed? Any help greatly appreciated. Thanks Simon

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!!

I was installing sysaid on a new box, and towards end of installation received an error saying "Account Initialization Failed". Not sure why this occurred, but I was able to connect to the empty database without an issue.

I am having to reinstall SysAid because of a server crash. But I do no know the main user name or password. Everything I have tried failed. How can I find out what the username and password is? Can I create a new one?

We've had a couple of instances now where details have been saved in the notes field with incorrect content. Is there a way to edit the contents once applied? Thanks for any help.

We inadvertently deployed v9.0.5 to several hundred laptops and are having an extremely difficult time bringing them back to the correct version. Redeploying version 14.3.12 didn't work and has left the laptops with agent installs in several states of disrepair. For instance, when attempting to uninstall the agent using the deployment tool some laptops state the agent needs to be uninstalled first yet attempts to do so error saying the agent isn't installed. Other laptops appear to uninstall/reinstall correctly but the service can't be started. Some laptops let you undeploy the agent but attempts to redeploy fail saying that the Sysaid directory exists. Basically, it's a mess. Is there a agent cleanup tool or something available that will uninstall the agent and remove all services and directories so we can start clean? Thanks,

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!

Hello! Is there a way to amend the 'account name' so that the URL is not sysaidxxxxx.ourit.support but is an easier to remember company.ourit.support as I guess you are not able to use a cname from your own domain with a basic subscription? Many thanks for your advice, Lee.

I've inherited a Sysaid Helpdesk install on a 2003 server. Long story short... I need to download and install a full version of Sysaid free (preferably v.9.1.02 (once again, preferably x64). I am unable to migrate the database on this server because I'm guessing there is another program using an embedded SQL Express install. The migration fails on installing SQL Express, so I want to install v9 on a different server and migrate the database. Thanks in advance!

I have setup a free cloud account and was sent the login details which allowed me to login fine. No more than 3hrs later i have tried to login again and it won't accept the credentials, even though i haven't changed anything. I tried to reset the password but it tells me it doesn't recognise the username/email address of the account i am trying to reset. Any ideas? SysAid support bluntly refusing to help as I'm not a paying customer. I might be a paying customer in the future but if i can't even logon to use the product then they are never going to win my business.

Hi there, I signed up for a free cloud account with login credential which does not work when attempted at 3 different browsers with the following error message: "Incorrect account ID. Letters must be typed in the correct case. Please make sure the Caps Lock key is disabled." Seem likes a common issue? Thanks.

I'm looking to see if there is a way to assign a SR to an admin when they either send a message or post a note. Currently, it stays assigned to the group unless we manually change it. I've also noticed that the status stays on "new" even when an admin adds a note/sends a message or the end user adds a note. Any help would be awesome. Thanks!

I have deployed the delete script given to me by SysAid tech support in GPO edit, Computer ,policies, Windows settings, start up . it doesn't seem to be getting to the target , copying the bat file, and running. All files are remaining in the Programs\SysAid folder. The test machine is on the domain and completely reachable over VPN.

When I try to log into SysAid HelpDesk (free), I get the following message: Account "company" has been expired. If your login information has expired, please contact SysAid Support at login@sysaid.com. The contact email is unavailable, returns with an error. Chat and phone support is "unable to help" since I'm a free member, and I don't get a response from email support. I have SysAid Server On Premise (free) installed on my server and it stopped working. I'm doing the reinstallation, in the 64bit version, and I'm being asked for the activation file, and what I have is expired. Is it possible to have the activation renewed? Thank you.

We have a site in the US and a site in the Phillipines. Our sysaid server, we are considering putting in a DMZ to make it internet facing. We only use sysaid for helpdesk ticketing. Would we need an RDS server for this setup? I don't entirely understand what purpose an RDS server would serve if just using the sysaid server for helpdesk ticketing. Anyhow have an answer on that?

Hi all, On behalf of Sarah Lahav, our CEO, I’m really pleased to let you know about our upcoming virtual (well, of course!) event that we’re offering for free, so we can help you guys during this difficult time. I’ve listed below all the details – please read to the end so you’ll know why you need to register, no matter what. What is it? It’s a 1-day event taking place on April 1st. Think of it as a speed course to get you acquainted with the core functionalities of SysAid and how to use them – for the benefit of your team as well as your end users. You’ll get a full day (7 hours including a 1-hour break) of sessions with SysAid product experts who will share their knowledge, best practices, and practical tips, plus answer all your questions live. Who should attend? New SysAid customers of course, but also those of you who may have been around for a bit but have forgotten to read the release notes ;) How can I register? Please register at the following link: https://register.go

Hi, I'm still on evaluation of Sysaid. I've lost my admin password and the resetpassword.sh utility gives an error /bin/sh^M: bad interpreter: No Please help resetting my password. THanks

Hi all, I'v had a quick look over the forums and can't seem to find and answer to my question which is this. How many end users/admins and what size DB is supported by the recommended system specifications for Sysaid (Quad core Xeon, 8GB RAM, 32GB HDD space)? There's no mention of the number of end users/admins supported for the above specs and obviously this would affect the scoping of the hardware for the SQL server (MSSQL). We have, give or take, 100 admins and approx 5000 end users and are experiencing poor performance at occasionally crashes at times. The MSSQL server sits in Azure and is separate from the front end. Any ideas would be greatly appreciated.

I have an on-premise install of SysAid currently running on a Windows 7 Professional system and I want to upgrade it to Windows 10 Pro. Are there any hiccups or things I should look out for?

sysaid server Front end https GUI hardening force tls1.2 only ->Currently config has the below settings, but when i turn off v1 and 1.1 using IISCrypto tool for the reg edits, the front end page will error and not load. Wondering if i need to change any of the items in the current config to make more explicit? Thanks <Connector executor="tomcatThreadPool" port="443" protocol="HTTP/1.1" SSLEnabled="true" maxThreads="150" scheme="https" secure="true" clientAuth="false" sslProtocol="TLS" sslEnabledProtocols="TLSv1,TLSv1.1,TLSv1.2" ciphers="TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384,TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384,TLS_ECDH_RSA_WITH_AES_256_GCM_SHA384,TLS_ECDH_ECDSA_WITH_AES_256_GCM_SHA384,TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256,TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256,TLS_ECDH_RSA_WITH_AES_128_GCM_SHA256,TLS_ECDH_ECDSA_WITH_AES_128_GCM_SHA256,TLS_ECDHE_RSA_WITH_AES_256_CBC_SHA384,TLS_ECDHE_ECDSA_WITH_AES_256_CBC_SHA384,TLS_ECDHE_RS

I thought I signed up for the Free service in cloud. Got a *.ourit.support URL. However, the user portal says it's v14.4.22 Pro Edition. There appears to be no way to distinguish what features are in the Free version from the others. I work for a nonprofit that has a zero dollar budget for this sort of thing. So I need to know from the get-go what features I can use, and which are going to go away in 30 days (or whatever). Could someone point me to a comparison matrix or something? Thanks!

I'm trying to upgrade my current version of SysAid but I'm running into a issue with the initial login. Since my current instance resides on a Windows Server 2003 virtual machine I downloaded and installed SysAidServer64.exe on Windows Server 2008 R2. I then run the customized installation and connect to my existing SysAid database which is on a SQL 2008 R2 server and it test successfully. I then created a initial user/password but when I go to log in it tells me the details are incorrect. Using the password reset utility the user I created does not exist (the only one that exist is the trial user and my enterprise account user). What are the steps to install a new version of the application using an existing database. Also how do I download my activation.xml for my purchased version?

Hello, We are working with SysAid Version 15.2.05.101. Yesterday , There are error occurred, and SysAid stop working Error message as below. NOT FOUND __________________________ HTTP Error 404. The requested resource is not found. It is very much helpful if some one help in above case. Thank you in advance.