Product Anatomy

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 ?

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

“><h1>test</h1>this is a test

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?   

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!

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?

Hello Everyone! I’ve been using the search API endpoint in our production environment for a while, to ensure that duplicate requests do not get created. Last week though we noticed a lot of duplicates so I went looking for a reason and today discovered that the search API Endpoint stopped working. Since this is kind of urgent I’m happy to hear any and all input that anyone might have. My users are not happy at the moment. :(We use the SysAid cloud version. Here is the call:/api/v1/sr/search?query=($9335$)&fields=title Note the parenthesis and the dollar signs are part of what I’m looking for. The return for this is the following JSON:{    "status": 500,    "message": "Failed to load list of service requests"} Thank youRudy 

We are wanting name an escalated ticket owner while retaining the original Assigned To owner.  How is this completed?  Responsible Administrator is not available in the available fields on the SR form designer.  Note we are an on-prem deployment.

We are in the process of switching from using a traditional Active Directory with an Onsite Exchange Server as our RDS source to a Microsoft 365 Cloud environment including Cloud based Exchange (or whatever they call it now) and I was wondering if anyone had a good guide for that or at least just suggestions.I guess I am looking for any pitfalls I need to be aware of.  Any feedback would be appreciated.

I am trying to run a report that will show how many instances of particular products we have installed on our assets. I can see the software tab under each of the assets and this shows the data for each asset but I am looking for a consolidated view of, for example, all machines with IE 11 installed. When trying to create the report there doesn't appear to be any field to pull out software items. Please can you advise if there is a way to do this?

Hello, Has anybody managed to successfully deploy the Sysaid agent through Intune? We’ve tried multiple configurations with Win32 and Line of business but it fails repeatedly. We can successfully install it locally via CMD with no issues. Our implementation advisor has said Intune isn’t a supported method and they have no documentation on using Intune to deploy! (Crazy to hear in 2025). Hoping for any assistance on how to get this working, ideally as win32.