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750 Posts
G
GHoweNew SysMate
asked in Asset Management
SysAid Agent Settings with Jamf Pro

Has anyone had any success with deploying the SysAid Agent for Mac and having a configuration file that populates with URL, Serial and account? We use Jamf Pro to push out apps and configurations for our macs and I can get the package to install, but it doesn’t fill in the above information. We do not use the RDS for Mac. Thanks! 

2
E
2 days ago
H
hjacqueminNew SysMate
asked in SysAid API
SR Attachment - Powershell - Internal Error 500

Hello Everybody, I’m struggling to add a attachement (xlsx file) to an existing SR. Here is my code :Function Add-SysAidRequestAttachment { [CmdletBinding()] Param ( [parameter(Mandatory=$true)] [String]$BaseURL, [Parameter(Mandatory=$true)] [Microsoft.PowerShell.Commands.WebRequestSession]$SessionToken, [parameter(Mandatory=$true)] [String]$RequestID, [parameter(Mandatory=$true)] [String]$FilePath ) Begin { $VerbosePreference = 'Continue' } Process { Write-Host "Entering Add-SysAidRequestAttachment" # Préparer l'URL pour l'upload du fichier [System.Uri]$Uri = "$BaseURL/api/v1/sr/$RequestID/attachment" # Lire le fichier à envoyer Try { $fileStream = [System.IO.File]::OpenRead($FilePath) $fileSize = $fileStream.Length Write-Host "Fichier chargé : $FilePath, Taille : $fileSize bytes" } Catch { Write-Host "Erreur lors de la

3
A
SysAider
3 days ago
Y
Yossi A 90New SysMate
asked in Help Desk
Integration between Jira service management and SysAid

Hey. I wonder if the Jira integration add-on is working with JSM (jira service management) as well? TnxYosi

2
A
SysAider
4 days ago
I
itaiNew SysMate
asked in Help Desk
Default font & size in message

Can someone let me know how we can set a different default font and size when sending a message?

1
C
SysAider
4 days ago
S
Support_KBNew SysMate
asked in Help Desk
Incident templates not showing in Help Desk menu

Hello,I want to create new incident templates, but nothing is showing in the menu:The view to filter the already created templates was changed:After changing that parameter is when the problem started to happen. As I previously mentioned, to set back the previous configuration is not possible as there is any button or function to select.I would appreciate if some​one knows how to resolve this issue.Thanks in advance!Best Regards​​​​​​

1
gabriel.lupu
SysAider
5 days ago
R
Community Enthusiast
rdtjbrownCommunity Enthusiast
asked in Help Desk
Delete email messages - From service record

Hello there,On a request service record, we have the “Email Messages” field that contains messages received directly from our end-users. Below its just called the “Messages” section. SR Fields - SR Form - Introduction (sysaid.com)Is it possible to delete messages from this section? As in some cases we had end-users responding directly to tickets which includes screenshots containing sensitive information. 

3
A
SysAider
10 days ago
R
Community Enthusiast
rdtjbrownCommunity Enthusiast
asked in Help Desk
Escalation rules - Add/Subtract to float field using "Action Builder"

Hi there,I just wanted to ask, if it is possible to add/subtract to a float field using the action builder on escalation rules.If I’m using the “Reset Escalation Level” option for the “Escalation level” to cause the rule is re-run if the criteria is met, but I want to restrict the amount of re-runs of the escalation rule WITHOUT having to build an escalation rule X amount of times to check + set the field each time.For example, A single escalation rule that adds +1 to a reminder-no field and the criteria of the same rule will only run when the reminder-no field is between 1-5 etc. Is this possible?      

1
raluca.zarnica
SysAider
10 days ago
S
Sea_TonNew SysMate
asked in SysAid API
Authentication issues when logging into SSP and Ticketing system

We are on-prem. No one can authenticate with their AD account, but pressing f11 will take you to the ssp logged in. So this work around is helping users create tickets. This also helps me as an admin get logged into the helpdesk. Though this may work it is not ideal.When logging into the helpdesk with ad account and password I receive “Incorrect login information.Letters must be typed in the correct case.Please make sure the Caps Lock key is disabled.”My account is not locked in AD and I’ve tried logging in using Chrome, Firefox, and Edge.When I use the domain\username I get “Wrong captcha”. We never used domain before - but figured I’d give it a go anyway.We did change to ldaps. Though I can’t remember if this problem happened before or after we changed this.Any ideas or more information I can provide?

5
S
13 days ago
S
stucolNew SysMate
asked in Help Desk
Sysaid not working

Sysaid Australia not working

2
A
SysAider
13 days ago
A
Community Enthusiast
abonfimCommunity Enthusiast
asked in Asset Management
Issue regarding upgrade of agent version

Hi everyoneI’m facing an issue about job of upgrade agent version. Like attached, I have a lot of version of agent and I’m not able to upgrade them.I’ve done a automatic job for to do this and does not working.My current sysaid version is v24.3.30 b38 (Cloud) and I haven’t a Local RDS.Somebody has any way to solve this?  

3
A
Community Enthusiast
13 days ago
B
bikin4funNew SysMate
asked in Help Desk
Ticket System Down After Migration

We recently changed hosting company and went with Siteground, we imported all the files and edited the config file to include the new db credentials, we also imported the PHP database with the correct pre-fix, yet we are getting a PHP file display when we go to this link for example: support.mydocumentshredding.com/index.php?a=add Can you please help us pinpoint the cause of this?

1
C
SysAider
15 days ago
A
Community Enthusiast
abonfimCommunity Enthusiast
asked in Self-Service Portal
All pages with Codification error

Hi everyone?I’m facing a problem here regarding codification of pages. Meu Tenet is in Brazil/Portuguese linguage and all pages have the problem like attached. I’m using UTF8 in Sysaid and I have the issue.Some body could help to solve this?   

1
raluca.zarnica
SysAider
19 days ago
M
Active talker
mszcActive talker
asked in Help Desk
Escalation Rule not working in some tickets

SysAid Edition / PackagePro Plus EditionBuild Numberv23.3.35 b4 Hi, I have for years a simple escalation rule that set tickets with status Ready to Closed six days after last modifikation date. It works for most of it, but not for some. Cant see a difference. The oldest SRs which are not working are from early 2022. We have tickets back to 2009.  There is no filter other than status ready:    Can I manually test the Rule when I change something? Is it a bug?

2
M
Active talker
23 days ago
J
Jonathan PurvisNew SysMate
posted in Asset Management
Itune and Sysaid agent

Hi Guys I'm trying to get the sysaid agent to deploy via In Tune I know I'm not the first but could anyone point me in the right direction for getting all our config passed down the command line., please would this work SysAidAgent.msi SERVERURL="oururl" ACCOUNT="accountname" SERIAL="serial" CONFIRMRC="N" HOTKEY="F11" SUBMITSRSHORTCUT="our company - IT Helpdesk"

1
L
25 days ago
C
Community Enthusiast
chrisisCommunity Enthusiast
asked in Reporting & Analytics
What are the defaults for Time to Repair and Time to Respond?

Our sysaid instance has had many customisations over the years, some of them good, some of them… not so good!I think both timers have been edited but I am only able to find the default setting for Time to Repair, here: Timer Forms - Timers (sysaid.com)Where can I find the default configuration for Time to Respond?Secondly, is there a way to increment a time until a condition is met, but only for the first time? For example, I want to record how long a ticket is in New status, until it changes to Triage status, and after that I want the timer to stop regardless of whether or not the status changes away from Triage.

2
C
Community Enthusiast
25 days ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Help Desk
Quality Score Self Servable

How does the Self Servable quality score know the client did not need further assistance?  When does it get updated? 

2
C
SysAider
1 month ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Self-Service Portal
incident decision tree

On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through.   We need to ask clients set of questions (yes/no) to accomplish this.   thank you. 

3
L
1 month ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Self-Service Portal
does co-pilot off capability to have on-going conversation?

If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?

2
A
SysAider
1 month ago
J
JOHNREILLYNew SysMate
asked in Knowledge Base
Enable Patch Managment Trial via .xml

I received the Patch Management Trial .xml via support.  When I go to Settings\Intergation\MyApps and Upload license file, it states “unable to find FieldDescription for ‘sysAidActivationFields’ in ClassDescriptor of addonLicense.” Am I supposed to load trial licenses in a different location?

5
Z
1 month ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Customize
override SLA at ticket level

We have some tickets that are determined not applicable to the SLA.  Is there a way to have the system not report them in the SLA counts?  A ticket level override?  Now I manually adjust reports.  

1
simonamirza
SysAider
1 month ago
S
Community Enthusiast
SAMMYLUCCommunity Enthusiast
asked in Customize
Admin Prompt prior to closing ticket

We are looking to add a prompt when an admin closes a ticket. The prompt would ask them to verify that they have completed a closing audit and add final notes.   Does SysAid have functionality on incident forms to display prompts based on status? 

2
S
Community Enthusiast
1 month ago
S
Active talker
SuperSalmonActive talker
asked in Help Desk
Out of Office

Can someone explain in more detail how the Out of Office works?  Apologies if this seems like an obvious question.  I’ve set up the Out of Office on my account and have selected another Administrator but upon manually assigning a test ticket to me, it’s still sent to me and sits in my queue.Many thanks,Mel S

1
A
SysAider
1 month ago
D
Community Enthusiast
Dan McDonaldCommunity Enthusiast
asked in Help Desk
When closing an incident, the page lingers on the closed incident page, instead of returning to the incident list

As the title says - when closing an incident, the page lingers on the closed incident page, instead of returning to the incident list. In previous versions of Sysaid, when you closed a ticket, you were instantly brought back to the list of incidents. Now, the page just idles on the closed ticket page. You have to manually browse back to the incidents list. We would like to restore this behavior to the previous setting where it returns you to the incident list. 

1
A
SysAider
1 month ago
S
Active talker
SuperSalmonActive talker
asked in Help Desk
Survey response

Can I remove a survey response from a report?  One of our support colleagues input a test response and they wanted to see where it was recorded.  It is now appearing on the ‘Satisfaction Level by Administrator’ report and I’d like to remove it before I distribute a copy of this report to the rest of the team.Many thanks. 

2
AlexanderChr
SysAider
1 month ago
S
Active talker
SuperSalmonActive talker
asked in Help Desk
SysAid Administrator

I’ve recently made an existing user an Administrator but they cannot see the ‘Admin Portal’ in the drop-down list when clicking on their name in the top-right of SysAid.  They have this option checked under Permissions.  Please advise. 

3
S
Active talker
1 month ago

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