Product Anatomy

Hi,I have a question regarding the database / table layout.I have restored the MySQL backup locally but cannot find the link between a Service record and the Company.So all service records are stored in the table ‘service_req’. The customers/companies stored in the table ‘company’. Within this table I was able to find a field called company_id. However in the service_req table I cannot find any field called company_id to link those 2 together.I already took a look in the SysAid database guide but without any luck (SysAid Database Guide) Someone has the answer ?Thx

Hello, i am using sysaid rest api and i tried to fetch a service records with a custom column, i used this example endpoint: https://[my_site]/api/v1/sr/search?query=*&CustomColumn9sr=3469262019072400036,and this endpoint return all of service records, the filter not working with custom columns but work with native keys, like status, department…, what can i do to works a custom column search? 

So we’d like to setup two factor authentication for SysAid, since it has a decent amount of information we’d prefer not to be accessible by people who don’t need to know it. I saw elsewhere that Sasspass is supported, or at least as an integration for it. But running into headaches, as it appears it’s not for the web version? I can’t seem to find any help on two factor for SysAid in particular, everything I’ve found is highly generic about setting up Sasspass. I guess the questions are:Can you do two factor authentication with the paid web version of SysAid? Can this two factor *just* be for the admins.  I’ve seen it requested elsewhere, but adding Duo support would be highly useful, since we already use Duo for all our other two factor things.

We have an issue with filtering/searching SRs trough REST API. I tried with both search and filters, but documentation is not as clear as it can be (some examples would be helpful). Please see pictures bellow:    

Ok the API documentation is really bad for this.Lets say I have an SR with a key of this:        {            "key": "CustomColumn52sr",            "value": "d12f7702-2c0a-4f2e-b5c1-33100d2183f2",            "valueClass": "",            "mandatory": false,            "editable": true,            "type": "text",            "defaultValue": null,            "customColumnType": "string",            "valueCaption": "d12f7702-2c0a-4f2e-b5c1-33100d2183f2",            "keyCaption": "~Transaction ID"        }, I need to be able to search for the value d12f7702-2c0a-4f2e-b5c1-33100d2183f2. I have tried to put a search string together but I can’t figure it out. Anyone have done this before? Thanks!

On-prem v22.4.45 b1When an admin creates a ticket and sets the status to assigned when creating the assigned admin does not get any e-mail notification. I have ‘assigned to changes’ and ‘assigned’ status selected in Notification settings under General. The notification works when the status is changed after the ticket is already created ,e.g. ticket is created as new then changed to assigned status. I assume this is not sending an e-mail because it only updates on changes and this does not trigger when the ticket is created as already assigned. Is there any way to make a ticket that is created with the admin assigned and status selected send an e-mail notification?

Hello, I have an API connection that has recently stopped working. My company has also recently rolled out SSO authentication to sysaid so I’d strongly imagine that the reason.Do you know what changes I need to get back online with the API connection?Keith

Our users are no longer able to log on to SysAid using the domain and user credentials. It keeps on saying incorrect password even when entered correctly. Below its the screenshot of the setting selected.  

Hi everyone,I am about to start exploring using the MS Teams Chat functionality as a means of logging and updating tickets etc as we use MS Teams quite heavily as an organisation. I’d love to find out how you are getting on with it, how you are using it and if you’ve had a good experience with it.Also, looking to know if anyone has found a way of editing any of the content used on the MS Teams cards? I’d like to change some of the wording for example. TIA

The SysAid Agent installed on a select few PC’s manages to sign a user into the Self Service Portal by retrieving a sessionID from the API (I assume), and it uses this sessionID to sign the user into the SSP without prompting for credentials. Is it possible to get this sessionID without needing the use the SysAid agent shortcut?? We have our own menu in the business and would like the portal to have a link which doesnt prompt the user to login. I have tried testing the URL generated (found in the agent log) with my own sessionID but it doesnt work. an example of this link: https://servicedesk.((BUSINESSNAME)).com:((PORTNUMBER))/Login.jsp?jsessionid=session_3273376664d545819eab94c9b16d63a9&ignoreSSO=true Has anyone had any success??

HiI have external monitors connect to my laptop , i wanted to know whether the SysAid agent will capture the external monitor details ?

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? 

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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