Product Anatomy

Good Morning, I am completely locked out of our Sysaid environment along with all other users who were not logged in already. When trying to login to our domain I get “sysaid stuck at Connection expired, retrying to authenticate user, please wait...” and on local login it fails immediately. When trying to reset the password it says it cannot find my username/email address. Yesterday I was investing an issue with our LDAP connection however I never saved any of the changes I made and our domain controller is not experiencing any issues. Is there a way to get into Sysaid and figure out what was set? Unable to login via local or domain logins, and trying to reset the password results in an error.

Good morning, I have a couple of ‘Change’ SR type templates that I want to link to the self-service portal. I just wanted to ask if this is possible as there is an incident / request submission form section but not one for change? I’ve tried linking the template using the a request target URL in the service catalogue:E.g. /submitSR?populateSR_id=######Is there an one  for change service records?E.g. /submitCR?populateSR_id=###### When pasting in the change template ID into E.g. /submitSR?populateSR_id=###### I just get an error message trying to open the self-service tile (there was an error with the template) after confirming there are no issues with the catalogue.

Non of our SLA timers are pausing when they should.  Has anyone else had this issue?

Does anyone else get SR’s for failed patches for Google Chrome, but every time you check the machines the patch is already applied?  

How do I auto populate user information on a service request template? If I select the user from a drop down menu, I would like to auto populate their department, location, ID etc

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Hello,Please, we’ve implemented a change management process.I’d like to know how we can track post-production follow-ups with their respective timelines directly within the same change ticket.

So I have noticed that we cannot edit resolutions. We can go into a ticket and see the resolution. We even get the triple dot menu to the right of the resolution and we CAN click on Edit. This action does in fact make the text editor visable. However, any attempt to actually change the text inside the resolution is not allowed. Then when you exit the ticket it asks us if we want to discard or save the changes the changes, when nothing has been altered.Thanks,Ryan

Hello,I am currently reviewing the Password Service configuration in my environment and would like to clarify a question before enabling automatic notifications for end users.The desired scenarios are as follows: Account Locked: The user should be notified when their account is locked. Password Change Completed: The user should receive an email confirming that the password has been successfully changed. Password Expiration Warning: The user should be alerted a few days before their password expiration date. During my validation process, I identified that the first two scenarios appear to be available for configuration through the administrative console. However, I was unable to locate a native option in the system for the third scenario (password expiration warning).Therefore, I would like to confirm whether it is possible in SysAid to send password expiration notifications.If not, is there any recommended method (for example, integration with Active Directory or a workaround throu

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My team has been adding documentation to the knowledge base (FAQ) for our end users. A problem that I have noticed is that I cannot copy the link to specific pages in the FAQ, the link always defaults to the same page. Is there a way to get a link directly to the KB article?I cannot copy/paste the URL to a knowledgebase article to send a user directly to the document.This is particularly a problem with announcements of new features and supporting documentation that is sent via other platforms (email). I cannot include a link for users to click to quickly access the documentation. Is this functionality missing or am I missing something?Thank you!

I work with a central bank and want to know if it possible that we can incorporate some our other systems’ manual to sysaid, using the AI, they dont need to log issues but by using certain keywords, they system can prompt them to look at a certain manual which would assist them when they're logging issues 

 No ticket can be closed or modified because of this error message.  How can this be solved? Thanks in advance

Some emails coming into Sysaid are being stripped of their formatting.

I’m trying to delete and edit from Customize | Lists | Location.  I get the same message for either.  “The caption you have entered already exists”.  I have verified when editing that no other entry by the same name exists.  But I shouldn’t get this message when I’m deleting.  

We need a report that identifies the first timestamp when an IT Service Desk agent interacted with a ticket after the end user created it. This includes any initial action such as opening the ticket, assigning it to someone, or modifying severity, priority, or other fields. The goal is to measure responsiveness and operational efficiency by capturing the earliest “touch” from IT after ticket creation.Is there a out of box report or do I need to build something ?

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