Installations & Upgrades

Hi, SysAid was removed a while back by a previous employee however we have a certification authority running on a server which I want to decommission and it is running as SERVERNAME-CA-SysAid I wondered whether this was a default installation configuration and is just left over from a previous engineers cleanup attempt? Its providing certificates to the devices in Trusted Root Certification Authority as well as Intermediate Certification Authority. wasnt sure where to put this question within the forums

Hi, I am trying to install SysAid 20.2.15 [ https://www.sysaid.com/product/on-premise/20-2/release-notes ] on windows 2016. I am getting the error message [ error reading sysaid information ]. - Abi

Hi there, I read that by default attachment are saved in a table inside the database. We would like to change this and save attachments in a folder outside the database. Is it possible to enable saving attachments, which are part of an SR, to a custom folder location? I did found a tweak to a configuration file which enables saving attachments outside of the database but to a certain folder of the Sysaid installation. Is it possible to change the location where the attachments are saved? Kind regards, Thimo Verveer

Anwendungsserver VersionApache Tomcat/6.0.26 SysAid VersionPro Plus Edition Buildv9.1.02 b71 Datenbanktyp MySQL Server: virtuell, 2003R2 standard SP2 I am planning an update to the newest version on a virtuelle Machine (Server 2019). Do u have a Guide? Even for the update of mysql...now on v. 5.1....i know we need the 5.5.... Thanks

Hi I have copied the SysAid SQL DB from the old server to the new & have run the installation & got to the point of "initializing the main users account", however it always fails I have tried to look at the conf files and tried resetting on the old server then copying the DB across again but to no avail What do you do if you have done these as has anyone else had these issues? Cheers Paul

Hello, I was trying to download the version 20.2.15 https://www.sysaid.com/product/on-premise/latest-release?utm_source=SysAid-Product&utm_medium=after-login-message&utm_campaign=on-premise-upgrade-1020-advisory-alert after receiving a link when I opened the application today. What do I need to do to be able to download the updated version? Also in our case we have version 18.1.54.b3 that was first installed in November 2019. Based on the above link we would could only upgrade to version 20 if we have version 19. Since we have version 18, what do we need to do to be able to upgrade to version 20.2. Please note we are currently using the free version. Thanks, Roger

Is there a way to remove SysAid agent form all PC 's? Researching I found a thread saying self-destruct in 2017, but nothing further. I am trying to avoid going to all PC'c and uninstalling SysAid agent manually. Or does SYSaid after a period of time as mentioned in the self destruct actually uninstall itself?

I'm trying to install SysAid Free on a Server 2012 R2 VM and the install is failing at MSSQL install with the error failed to start MSSQL Service. Any idea what the issue is? The server is up to date and currently blank.

Good day I'm trying to install Sysaid for windows with Mysql v8 I get sysaid exception while checking configuration: Could not create connection to database server when trying to connect to the database. Kindly assist Thanks Wikus

We have not upgraded SysAid in a while, and are still on v15.2 on a Linux machine. Based on information from support, I know that I have to upgrade to v16 as a first step. I have extracted the sp_linux_16_3.18.bin file to the server. When I run it and am asked to provide the server root directory, the entry that I provide is not accepted. Based on where my logs and my current activation.xml file are located, my server root should be at /sysaid/apache-tomcat-7/webapps/ROOT. However, I always get this response: sed: character class syntax is [[:space:]], not [:space:] The server root dir: Cannot find SysAid Server root directory Does anyone have any suggestions?

Are we the only ones that see these formattings in notifications to administrators.. /* Font Definitions */ @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} @font-face {font-family:"Segoe UI Emoji"; panose-1:2 11 5 2 4 2 4 2 2 3;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0cm; font-size:11.0pt; font-family:"Calibri",sans-serif;} a:link, span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Times New Roman",serif; color:windowtext;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page WordSection1 {size:612.0pt 792.0pt; margin:3.0cm 2.0cm 3.0cm 2.0cm;} div.WordSection1 {page:WordSection1;} -->

After a succesful upgrade the SysAid service starts but we cannot access our sysaid helpdesk website. We get this error. Internal Error No#2 GSSException: Failure unspecified at GSS-API level (Mechanism level: Encryption type AES256 CTS mode with HMAC SHA1-96 is not supported/enabled) Anyone else seen this? Update: Contacted SysAid support and it was due to Database language issues. - Had to restore our Sysaid

Hello, if I try to change values in Customize-List Department or Location I still get the old values after saving. How can this issue be solved? Best regards A. Dietz

Hi, we upgraded to v20.3.64 b14 over the weekend and now the service desk is brutally slow! We opened up an incident but have not back in a while. Any suggestions would be appreciated

Hi All, I have currently setup our SLA's for ticket closure and was hoping the community could help me configure some SLA's to manage ticket response times. We would like to set SLA's/Timers for tickets that are left in the "New" Status, these targets would then be met and ignored as soon as the Status is changed to any of our other available ones. The time frame will need to be different depending on which Priority is set to each ticket. How would be best to configure this? Many Thanks, Mathew R

Has anyone had any luck branding the SysAid Password Self Service Wizard? I'm looking to change the colors to match our website branding and change the logo to match John

Anyone successfully using LetsEncrypt to secure their SysAid instance with SSL? I believe I'm about 85% from getting this working. I've followed these instructions, but I have to actually get the certificate first. To process the CSR, LE requires to verify domain ownership. One method of doing that is to put some files into the root of the web server so the LE service can read them. I'm using Windows Server 2012R2 to run SysAid v20.2.14 b4 Edu Pro with Apache/Tomcat 9.0.35. Where exactly would the root of the Web server be in this case? IIS, ...\SysAidServer\tomcat, ...\SysAidServer\ROOT? TIA

Hi I'm on 19.2 I need to get to the latest but the download links do not exist for 19.4 etc Anyone have links for them please? You would think older versions would be available so this does not happen I did not plan on this in my upgrade task tonight! :(

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

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,

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.