Product Anatomy

SysAid seamlessly integrates with Teams, providing an excellent experience for our teams. However, a minor hurdle we've identified is related to the installation process. When new users initially search for SysAid in Teams chat, they are prompted to install the software. While it's a straightforward two-step task, we've noticed that some users make it a bigger deal, especially if they're hesitant about transitioning to a new ticketing system (cue the "lol").To enhance user adoption, we're exploring the possibility of making SysAid available without the need for a "first-time installation." Is there any chance we could streamline this process or make SysAid more accessible within Teams?Your insights on this matter would be greatly appreciated.

I wanted to express my appreciation for the excellent software – we've been utilizing it for a month now, and it's truly impressive. The self-service portal has been particularly helpful; however, I'm encountering a small challenge.I'm interested in creating a new status called "ongoing" for tasks that extend over the long term. Can you guide me on whether it's possible to add a new status in a manner similar to adding a new category?Thanks for your assistance.

HiIs there a contract management under the asset management system?

Can someone explain to me how I can report on how many SRs have been closed per month?  I don’t see anything close to this in the Dashboard and I’m not getting quite what I want in my working in Reports.  Thanks,Anthony

Hi team,It would be great if there was an option to change execution order in the routing category.For eg: if there any many routing rules and we want to add a rule that should be implemented or should appear in the the second position of the routing rule. Currently i think that is not possible.It would be great if there is like a drag the a particular rule and place it at any position we want.

Is it possible to make fields required only when the change type is specified. i.e. If Standard is selected all things are required. If Emergency is selected only the Implementation Date & Time is required.     

Hi all,I’ve run into a slight issue with my workflow where Stage 3 isn’t activating (See image below) and I can’t spot where I’m going wrong. The first workflow route is working okay, but I can’t get the second route to behave properly. I have a custom list (YES/NO) setup where by if field = YES, then go from Stage 1 to 2. If this field = NO then it should go from Stage 1 to 3 but the stage 3 tab/action item just isn’t activating.  Stage 3 dependencies 

I’m trying to update the message that is displayed when a new ticket is created in the self-service portal.Currently, when I create a new ticket from a form on the portal this message is displayed on the browser window:Thanks for submitting your Incident (new ticket #). We're on it!A solution is due by 10/30/2023 02:13 PM. Where would I go to update this language? 

*Steps to reproduce* # # # *Actual results:* [REPLACE the TEXT with Actual Results]See attached +[name|^01_pics_without_links.png]+ screenshot for more details. *Expected results:* [REPLACE the TEXT with Expected Result]See attached +[name|^01_pics_without_links.png]+ screenshot for more details. *Additional information* [REPLACE the TEXT with Additional information]

I have a custom field called A that contains a list of all the owners. The same field is provided on the SR request form, and I want it to appear in the ticket under the tab where the same field is displayed.I also want to send a notification to the approver listed in field A or should I do that by making a custom notification in the workflow tab ? 

Afternoon Folks(This is a post merger scenario)The company we merged with was using Salesforce as their Help Desk (not recommended) and while I have all of the company end users using Sysaid we are still getting external users submitting requests thru Salesforce.I do have a rule in Salesforce that forwards those requests to helpdesk@mycompany.orgMy current issue is those forwarded requests show with a request user of myselfI’d really like to be able to change the request user to the email address of the requestor I haven’t found a solution yet.. I’m hoping someone her has an answer John 

SPOC IconIs there a way to change the icon that deploys with the agent to user computers?I’ve been digging around and haven’t been able to find any documentation on this.Thank you! 

Is there a on prem release that has dark mode for the Incident List and Tickets?If not is there a way to manually modify only my view and have the colors of the page and text changed so I can see better. My vision is not what it once was and am having difficulties reading the tickets.Thanks.

Hi, I would like to know if it is possible to remove the default views in the sysaid incident view menu? a lot of these aren’t necessary for what my team need to do and i would like to tidy it up. Is this possible and if not, is it something i can request? ThanksKT

Hello, I need a simple way to create an automatic ticket each month in SysAid for several jobs. E. g. we have to check backup once a month and want to document that in SysAid for audit reasons.  Thanks   

I want to create a Tab in a Incident subtype that would allow me to list all of the mapped LDAP attributes (i.e The SysAid fields of Email, Text Message etc) of the submit user. Is there a way of doing that? 

Need an additional admin quick? Now you can do it yourself on SysAid’s Admin Alley. No need to wait for quotes.Click here to visit Admin’s Alley - available for on-premise and Cloud.  

Hello there, SysMates!New to SysAid, new to the community and first time poster :)I am looking to edit the default MS Teams cards that are generated when using the teams / SysAid integration. How do I do this please I can’t find any instructions.Attached is the default message end uses get when asking for ‘help’ I’d like to edit the text and then subsequently other parts of the workflow.Many thanks in advanced!Adam

How can i deploy something created in sand box environment to production environment

We use SSO for Sysaid but when it comes to the using the desktop agent/shortcut it wants to use the AD login information which doesn’t work with our setup.How can I get our agent settings to use SSO or asking the end user to login so that they can submit a ticket via the self-service portal?

I am looking for a way to modify the Incident and Request form to accomodate more than just the Main Asset.  We have requesters that need to borrow multiple laptops and I would like to be able to select them from one request number. Please help.

What causes duplicate assets to be created by an agent?

Hi I like to say I’m really bad at Apache Velocity language and I find it difficult to get my head around. 😅From the beginning the problem I face is editing notifications for Service Records, I want different fields to appear on the SR Notification depending on which Sub Types is used on a Service Record. I’m aware if I change the Service Record notification and add tags for custom fields it will apply to any new Service Record created which I don’t want. I’ve created Custom Fields and added it to specific Sub Types, and I’m struggling to use IF Statement to differ the email notification depending on which Sub Types is filled by an end user whether it’s an Incident form or Request form. Is their an easier way to do this? I would also like to see some examples of this if this is possible! Warm Regards, 

Hi there, I’ve setup a problem template and a couple of unique ticket statuses restricted to this template and trying to apply multiple escalation rules to this particular template, There are 4 rules in total.For testing purposes I’ve set each rule to be 5 minutes apart:  Rule 1  Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 10 minutes after ModifyTime. Notifies: ME!, Administrator. Escalation Level 1 Rule 2 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 15 minutes after ModifyTime. Notifies: ME!, Administrator. Escalation Level 2 Rule 3 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 20 minutes after ModifyTime. No

When our SysAdmins are working with an end-user team, we typically get multiple people from that team submitting tickets. Sometimes, they want the ability to view the status of their teammates tickets. Currently, the only end-users that can see the status of a ticket are the "Submit User" and "Request User" It would be nice for an "End-User Group" to be able to see the statuses of tickets in a particular category or sub-category of tickets.