Product Anatomy

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

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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I have a request template with a small workflow that has two action items. On my second action item I have added the ‘links’ field with a single link that the assigned to can click on to complete the instructions listed below it, but when I raise a test ticket the link isn’t there. I’ve tried setting a ‘Default value’ for the links but it still doesn’t display. Any ideas?   

Hi there,I’ve had to add some companies we no longer work with back into our environment because I found that Service Records tied to deleted users under these companies had their company values removed due to the deletion.Is there anyway I can HIDE the inactive companies from the ‘Company’ drop-down list? I can’t seem to locate the field in the Customize > List section.  

This is more of a general question, I have a number of existing SysAid categories that are similar/same. I’m looking to consolidate them. There are a spread of archived/closed tickets in some of these categories. I need to know if SysAid will send notifications out on CLOSED tickets that will need the category updating to either the initial submit user or the watchers on the service records?Is there anything else I’d need to consider?

Looking to GET open service records filtered by Customer ID. I can’t find a dedicated endpoint for this in the API ref, e.g. Get Service Records by Customer ID.If you have found a way to do this with the new API, I’d love to see and example structure of the JSON payload sent in the request body.  Thank you

Hello All,I am trying to make a report that covers our IT Department group and one user in the report.I cannot find how to make an assignee field. See Below.I am trying to find this field “Assignee” in the reporting side.If anyone has tips that would be great. Thanks for any help,Nick

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https://developers.sysaid.com/reference/createservicerecord asks for a numeric value for “srSubType”.  Where do I find a list of values in Sysaid?

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https://developers.sysaid.com/reference/createapplicationkey created an application key.https://developers.sysaid.com/reference/generateaccesstoken-1 created the access tokenAny other action under https://developers.sysaid.com/reference fails with the message “sorry, you couldn’t be authenticated with those credentials”. This started happening today.  It worked yesterday.

Hi Everyone,I could use some help with our Google User Repository. I am having a SUPER tough time wrapping my head around how the logic behind the Google User Repository works, especially in conjunction with the Importing Groups feature AND the filtering available when the import groups feature is enabled. No matter what way I initially set the user repository up I wasn’t going to bother with the groups feature. When I was using that way to import ALL of my users were coming into Sysaid from Google despite their Suspended or Active status in Google. So I tried checking the box that says “import active users only” and that didn’t seem to have any effect on the import.So then I got the groups importing. In Google I have 2 dynamic groups. One called active-users, and another one called suspended-users. I was hoping to use one of those as the group to use for importing. But then it also had imported ALL of the Google Groups. Should I just delete my entire user base and group that were impo

I’m looking for a way to use Sysaid with End Users that work for companies that aren’t the same as mine. Every time they try to log into the link I send them, they cannot log in. I was told to try and follow this guide: SSO Connector, but the SSO connector add on is not on marketplace. Please could someone help?