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asked in SysAid API

SysAid Rest API: Enable CORS in server side

Hi,All the requests I make through Insomnia work perfectly but inside my web application I always get CORS ERROR.Is there any way to enable CORS on my SysAid installation?

asked in Help Desk

Moving Tabs and changing Order

1.Why are we not able to move this as per our own requirement rather than in A-Z ?Moving tabs from left - right or right to left as per requirement ?

asked in Customize

Emoji Survey

Several months ago I was talking to my Customer Success manager and he mentioned the emoji surveys We were supposed to get together and talk thru the set up on an on-prem install and to be honest I forgot all about it. I’m looking at my notes and decided that it was time to get this rollingAnyone have instructions for on-prem? John

asked in Reporting & Analytics

report for all category levels

I’m working on cleaning up unused sub-categories and I was trying to create a report that would show how many tickets were in each category that would also display sub categories over a 1 year period Any tips? John

posted in Reporting & Analytics

Survey question

Hi Is it possible to put call specific tags in a question? For example, On a scale of 1 to 10, how satisfied are you with your experience with ${AssignedToFirstName}? Thanks Lee

asked in Help Desk

Make notes field private

Every time I write a note in a SysAid incident, it sends an email to the user concerned. I want to make the notes field private so that it does not do this. Please help.

asked in Reporting & Analytics

Customizing Dashboards

Morning All, I’m working on a sysaid dashboard for my CEO and I wanted to add cases by user as an element Is there a way to customize a chart property? John

asked in Reporting & Analytics

Edit Reportsite

Hello,we are using Sysaid on Linux. Now we want use the Report “Satisfaction by admins”. but it shouldnt be possible to look into the “details”. So we would like to edit the site where config hides the details from the checkbox that enables this (please see screenshot). in the filesysem we can’t find the site for the reports. How can we edit this?

asked in Service Automation

Admin Group to Receive emails when assigned to Action Item

Hi, I’ve been trying to set up a template to where there is an action item that will be assigned to a specific Admin Group.What will happen is when the action item is activated, there is this Admin Group tab in which I will choose the specific Admin Group. When I click Ok/Apply, an email notification will be sent out to the members. I have set up a workflow notification for this as well and integrated this on the action item. However, no email is received on the members’ end and the other thing also is, I need to complete the action item, re-open it and that’s when the emails are received on their end. I attached a history of a sample ticket I have ran and tested, for your reference. Can someone please help. Thanks.

asked in User Management

Prevent re-assign tickets to admins in another group

There are numerous options in Level 1 Category. Easy option is its own Helpdesk and associated group. Members of other groups are able to assign their open tickets to our group, the IT team. We want to prevent that. Reading other posts regarding this topic, there was this related link:https://community.sysaid.com/help-page.htm?helpPageId=4218 I went through it and the current settings we have, it doesn’t to be clear that an Administrator can create/modify tickets in their own group only or any group. Any help with this would be appreciated. CheersSuneil

asked in Asset Management

Checking an asset out?

Hey everyone,So I am working and rolling out SysAid here at my school district and the one thing we have liked about asset tracking systems is that I can check out a device to a user to be able to track who has it. Does SysAid have this functionality? Otherwise how have folks done this before?

asked in Asset Management

Import Categories CMDB meaning

What does the CMDB field do for importing categories? If we have it on, what does it do when something is set to that category?

asked in SysAid API

API / SSO Login

Hello, I have an API connection that has recently stopped working. My company has also recently rolled out SSO authentication to sysaid so I’d strongly imagine that the reason.Do you know what changes I need to get back online with the API connection?Keith

asked in SysAid API

REST API Login Help - Python

I am trying to submit a ticket using Sysaid REST API. I am stuck at making a login connection. I am using Phyton, here’s the code: import requests headers = {"Content-Type":"application/json"} info={ "user_name": "username","account_id": "accountid","password" : "password"}#url = "https://systemone.sysaidit.com/api/v1/Login" l = requests.post(url=url, json=info, headers=headers) We use SSO/Oauth. I think thats causing problem as I found on Sysaid site that REST Api wont work for OAuth users. Is there a work around?Also, a maximum of two API login requests will be allowed within a five minute periodI have to wait 5 minutes everytime to test , my code. For API development this should not be the limitation. Can you take this off for out company?

posted in Help Desk

Workflows with Custom Fields

Hello. I am trying to retrieve data from a custom service request field for use in a workflow and in an email but am not able to successfully do so. I am running on-prem version 21.2.35 b7.

asked in Help Desk

Add emails to SR that do not have default ID prefix

We often create tickets for a third-party company, that always strips down subject from our emails to a format such as this“Your response has been received for Ticket T1234567” “Ticket: T1234567 has been updated.” “Ticket: T1234567 Set to Work in Progress”Since it does not match our default SR Prefix “Regarding Service Record #1,234”, a new ticket is created for every email they send to us. We would prefer if those emails were kept in the same service record, without having to manually merge them.It does require a non-trivial workflow, that I am not sure if possible with current SysAid functionality without having to change our own idPrefix: Parse the subject and if it comes from sender it@example.com , extract their ticket number /A[0-9]{7}/ or /Ticket[:]{0,1} (A[0-9]{7})/ Find another SR that includes that ticket number in the subject Merge or add received email to that SR.

asked in SysAid API

Creating Service Request via REST API

I'm studying the api and I realized that whenever I open a new service request it is automatically assigned to me. Is there a way to not attribute it to anyone?

thamara fogolari

asked in SysAid API

Integrar API a um ERP

Boa tarde, não estou conseguindo integrar nosso erp com a api do sysaid, alguem já conseguiu e poderia me ajudar em como proceder?Agradeço desde ja.

asked in Customize

Linking to SysAid Self Service Portal direct to a template

I have created a batch file which contains the link to the Self Service Portal ("C:\Program Files\SysAid\SysAidSessionUtilities.exe" hotkeyevent) and have created a link to it from our intranet. I would also like to do the same but have it link directly to a template with prepopulated categories, eg. http://helpdesk/servicePortal/submitIncident?populateSR_id=31223&populateSR=true. I need to do it this way so that it automatically logs users in. Is this possible?

posted in SysAid API

Logging into SysAid using Web-services

I'm trying to log into SysAid using the web-services framework. To do this, I'm sending the following SOAP request <?xml version="1.0" encoding="UTF-8"?> <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"> <soapenv:Body> <ns1:login xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:ns1="http://api.ilient.com/"> <accountId>JHUPHA</accountId> <userName>llee65</userName> <password>XXXXPLAIN TEXT PASSWORDXXXX</password> </ns1:login> </soapenv:Body> </soapenv:Envelope> To https://sysaid.jhu.edu:8443/services/SysaidApiService and am receiving the following response: <?xml version="1.0" encoding="UTF-8"?> <S:Envelope xmlns:S="http://schemas.xmlsoap.org/soap/envelope/"> <S:Body> <ns2:loginResponse xml

posted in SysAid API

Login Working Now How to Create a /Sr via API

had anyone got any JavaScript examples of how to create a sr request via api. i can get logged in and get the jsessionid back. just need to know the next steps to create an actual request Thanks David

asked in SysAid API

REST API Search SR's

Ok the API documentation is really bad for this.Lets say I have an SR with a key of this: { "key": "CustomColumn52sr", "value": "d12f7702-2c0a-4f2e-b5c1-33100d2183f2", "valueClass": "", "mandatory": false, "editable": true, "type": "text", "defaultValue": null, "customColumnType": "string", "valueCaption": "d12f7702-2c0a-4f2e-b5c1-33100d2183f2", "keyCaption": "~Transaction ID" }, I need to be able to search for the value d12f7702-2c0a-4f2e-b5c1-33100d2183f2. I have tried to put a search string together but I can’t figure it out. Anyone have done this before? Thanks!

asked in Help Desk

using different Time Zones

we currently have support based across 3 regions (EMEA,US & Asia Pacific) all use the current default SLA, with the time zone set to London(GMT).is it possible to assign different time zones to the 3 regions?Appreciate any feedback

posted in Help Desk

Edit/Delete notes

I have not found a way to edit or delete a note within a service request. For those occasions where someone hits add when the info is not quite correct, it would be nice if at least a sysaid administrator could delete or edit the note.

asked in Self-Service Portal

Static fields on user request form.

What is the easiest way to display a static text field on a request form, visible to all users who submit a request? Thank you!

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