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Hi, we just switched over to Office 365 and I'm having trouble configuring SysAid's mail settings. I was sent over some articles but couldn't make it work. We have on-prem install. I've attached screenshots of our current configs that are not working. The mailbox is filling up fast. I have a couple of service records open but have not been contacted yet. Any suggestions would be appreciated. Thank You

Good morning! How are you all? I was wondering if anyone could help me with sending data to the database when a certain condition is met. For instance, when a form is completed and submitted, the data in the form is transformed into JSON and sent to the database or I don't know, just stay put to another application take the data and etc. I'm sorry if this is a dumb question, I'm pretty new to this application. Thank you im advance. =)

We recently moved from exchange 2013 to exchange 2019 and incoming email integration is not working. On 2013 we were using IMAP with SSL encryption. I've tried the same setting when connecting to the new server as well as every other combination of protocols and encryption levels. The most common error message is "Remote host closed connection during handshake." I wasn't the person who set email integration up with the old server, so I could be missing a step. Are there any certificates that need to be installed between the servers? Are there services that need to be restarted? Is there any place other than the Integration > Email > Incoming Email tab that holds these settings? Thanks for any help or ideas.

I have single sign on enabled, and it works fine... But is not working with users that have in the AD Account tab the restriction to "log on to" only certain computers. If they have everywhere, it works fine.. But if they have the restriction then it asks for the user and password, and even if you enter the credentials it keeps asking and they can't logon to sysaid. We tried adding the active directory server and the sysaid server to the list of allowed computers to log on... but no luck. Same result. Any ideas please?

Hello SysAid Support, We are using SysAid with an on-premise server dedicated for it. Email integration is set-up, and was functioning well until a few months ago. We are using the OWA option. The IT staff still gets emails from our SysAid, but only for this reason: * A service record #(number) has been escalated The person who opened the service record (and only him\her) is receiving email from SysAid when: * New Service Record # * A service record # was changed to Closed * A service record # was changed. The problem we encounter is that no one can open a new service record by sending an email to the email address we set in SysAid's integration settings. I would highly appreciate your help, as this is a major issue for us and might result in moving to a different ticketing system altogether, if no resolution will be found. Thank you, Nir Brener.

Hi all, I'm a pretty-new SysAid user. I would like to create report on PowerBi with the ticket data of SysAid. I searched for PowerBi Extract and I cliked on GET IT inserting my data. What do I have to wait? Should I expect being contacted by email with the add-on link or there's a way to download it or install it in my environment? Thanks

does anyone have a script that works? I have found one in the forum posted back in 2017 and that script does not work.

I'd like to be able to click on a link in the notification email I get for a new SR, and have it open up the SR page for that request. I figured I'd actually already be able to do that manually in the custom notifications area, but couldn't find the variable name for the SR number and also didn't know whether the URL was built using the SR name, so I couldn't build the URL. Thanks Dev

Hi I have created some new email notification templates to improve the way the information is relayed to the end user. I created them in our sandbox environment for testing and then transferred to out live environment when approved. One thing that I have noticed is that in the sandbox the notes are in the order of newest at the top, but in live the newest is at the bottom (see attached images). Is there any way of reversing this in live so the newest is at the top? I thought there was a tick box somewhere for this but I cannot find this now. Many thanks

hi. I need to run a script (.bat) when a request is submitted. i am an administrator and i am writing a code in groovy in tab "trigger" (field customizzation) but i don't wnow the sysntax to call a script. thank you

Good afternoon. I hope someone can help me with this bit of coding for my email template. I am no good at coding :( We have a particular request template for our Purchasing department that requires the user to fill in two extra boxes (Supplier Name & Materials Required) that aren't in other templates. These are customized fields are linked to Service Record - Custom Entity Menu (see attached image). I want the email notification to include these text entries, but only if they are present. The code I have is this: #if(${SubCategory} && ${SubCategory}!="Material Requisition" )Supplier Name and Contact Details (if known): ${sr_cust_proc_suppname} Materials Required (Qty, Description, Cost, Total Price): ${sr_cust_proc_materials} ${SubCategory}#end All of the above was guess work from looking at other examples. Any advice would be greatly appreciated. Thanks Lee

Has anyone been successful with doing Computer Telephony Integration with SysAid using telephone number? My development has not been successful with doing CTI with SysAid using the provided CTI. The provided restAPI only works for username but not telephone number. Did anybody modify the SysAid database directly to do the CTI with SysAid? Thanks.

So I migrated our old database over to mysql 8.0 and I'm getting a bunch of odd issues. I also opened a ticket on this issue but maybe someone else has had this issue before. To start: Running 18.x Old server was mysql 5.x on RHEL 6 New setup: Running 18.x New db running mysql 8.0 So either it can't connect to the new server or it throws a unable to open sysaidkeystore.dat. Anyone else had this issue?

How does everybody handle signatures and disclaimers when auto-logging tickets via email? I.E - when an end user emails the help desk and an Incident is automatically raised the description will contain the user's signature (which is unnecessary). Has anybody any advice on how they've implemented to avoid this?

Dears, I'm Admin for Sysaid, and some of mij colleagues have to re-login evertime they open the Sysaid Admin portal. Some of the admins only have to re-login a few times a week. I never have to re-login. What is the cause of this change in login? We already tried deleting cache, cookies, history but there was no change. Thanks for your help, kind regards Anthony

Hello everyone, I am new to Sysaid and we just started setting it up. We integrated with email and that is working fine, but I can't seem to find where to filter the incoming addresses. We have requests that are automatically being opened from spam emails. Is there a place where I can filter so that only e-mails from my users will be received? Thanks in advance! RK

Our incoming mail suddenly stopped working. After a server reboot it still didn't work. Reentering the account also had no effect. When I check the log files I see the following entry: error while checking OWA email com.moonrug.exchange.ExchangeException: Could not login using provided credentials. I tried logging in on OWA from the SysAid server and this is working just fine. Anyone ever had this problem?(using Exchange 2013).

Starting from 15.1.50 (Cloud release scheduled end of Feb) there is a new feature to setup third party integration with SysAid from within the product.It can be found under Settings -> Integrations --> Third Party Integrations.We built a mechanism for adding integrations dynamically to your SysAid - all this is starting like I stated from 15.1.50 and up.***If you are using SysAid Cloud and have been redirected here after clicking an integration icon, please contact your account manager to enable the integration, after which you will be able to access the settings screen. This is a temporary process and soon you will be able to enable integrations by your own.******On-Premise customers - if you wish to use any of the following integrations, which are available at this moment, please contact our support team, and they will provide you with the necessary zip file.  ◦ Google Apps  ◦ Bomgar  ◦ LogMeIn Rescue  ◦ Dell Web Services  ◦ TeamViewer  ◦ AD FS  ◦ SysAid Barcode A way to provid

Our It admin left (and us in the lurch), we used to get emails generated when new incident was created when on local exchange from XXXXX@ourit.support. migrated to 365, now we no longer get emails?, the new It Dept. changed or added an integrated outgoing email (said there was non) with smtp.office365.com as host, but does not work. I can get it to work from the new email, but not from the centrixdental@ourit.support

First off, don’t worry. The subject line was to make sure you see this post :) As you may be aware of, Microsoft has announced that they are retiring basic authentication for Office 365 email in October 2020. They are heading towards more advanced authentication policies. And this will affect SysAid’s email integration, which currently functions with basic (legacy) authentication. I wanted to let you know that you’re in good hands – our developers are already working on changes to SysAid’s email authentication, which will support advanced authentication, and the rollout will begin in April, way before the October deadline. IMPORTANT: Microsoft has also announced a replacement of their baseline protection policies, with security defaults, for Office 365. Their rollover is beginning in the next couple of days. I want to make you aware that if you enable the new security defaults, it will block any legacy authentication to Office 365, which will prevent SysAid from integrating with y

Hi all, I have been struggling to implement an automatic script to integrate with the REST API of Sysaid. After a lot of research, I was able to come up with a script that can acheive the following: - Login to Sysaid and get the "Web Session Token" - With the web session token, access the REST API as documented by Sysaid Here it goes: Function LoginToSysaid: Takes in a username ($username) and a password ($password) and returns a Web Session code Function GetTicketInformation: Give you the JSON information of a ticket (Whole ticket) with a given $ticketID and $sessionToken Function UpdateValue: Updates the value of a key ($updateKey) in Sysaid (Could be title, description, notes, see Sysaid Documentation on the REST API) with a new value ($newValue), a ticket ID ($ticketID) and a $sessionToken You must use the LoginToSysaid first to get the session token, then you can use the other functions to do whatever you want :) $SysaidURL = 'YourSysaidURLWithHttpAndPortNumber' Function L