Product Anatomy

Hi Is it possible to put call specific tags in a question? For example, On a scale of 1 to 10, how satisfied are you with your experience with ${AssignedToFirstName}? Thanks Lee

We have a template that ask some customer questions for new software request. We want this to go to a Request items, which it does, but we cannot view or edit the details. If we convert it to a request, we can edit and see the details we need from the custom list which were generated from the Service Record field.Does anyone know how to design form for the request tab? We want to customize the order and the items in red. There is no form button in the upper right like the incidents tab.  

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE >    Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

Is there a way to allow end users the ability to edit tickets from the self service portal. Our HR team options has to alter start date, equipment needs and I need to allow the ability to alter fields. 

I often have more than one person record a ticket on a particular issue. It would be helpful if I could, in one swoop, merge the tickets and add the additional submitters (people) as CCs to the original/merged into record. Is this possible or possible to add as a feature request?

Just wondering if others are getting a spinning “please wait “  frequently ( and I mean 80% of the time at least ) on the cloud version. In our case we wish to look at open tickets and our list is usually 40 - 60 tickets./ It makes the view unusable My workaround is to go to Analytics .. Matrix and get to open or unassigned from there ( or use the mobile app.)  I reported this to support but aside from advising the old possibility that we techies use when we have no real solution ( it could be antivirus ) it got nowhere  I have replicated on several devices : win 10 and 11 ,some with sophos , some with MS Defender and on ChromeOS 

I’ve got the service account to use it with REST API. I tested that account to confirm whether login works in the browser. I want to test login using REST API in Postman. I referred a couple of posts, but I couldn’t connect using REST API. Can someone help on what I am missing? I am using following URL And parameters to login. I am getting no mobile app permission response back.  POST API URL: https://workcaresandbox.sysaidit.com/api/v1/loginJson Body: {    "user_name":"name",    "password":"********"}Response:{    "status": 401,    "message": "No Mobile App Permission"}  

I have created a workflow notification that creates a secondary SR depending on if a user answers a question in a specific way Is it possible to populate the secondary service record with data from custom fields from the original SR?

Does anyone have an example of a PowerShell - Execute Script that remove’s groups from an AD user? I am trying to create an offboard process.

Are operators like AND, OR, and the use of quotations allowed?  It would be great if there is some reference documentation I could be pointed to.

We are working on a workflow that is supposed to be triggered by an email coming in, we use an email rule to select our Workflow template. We are wanting to pass Title to the next tab of the work flow but when the email subject link goes into the title of the SR, but it doesn’t pass.  However,  if we trigger the workflow from the sysaid Self-Service Portal it does pass, we are wondering if we are missing a step to get it to work from an email? 

When an administrator sends a message from within the ticket- the boxes are ticked by default:  Include the details of the Service Record.  Add attachments also to the SR.  Is it possible to make them unticked by default?Thanks!

Does anyone actually have any working examples of using the Rest API to connect and extract the JSessionID ? Seems that documentation is very hard to find in this area

API doesn’t work. Please someone help me. I still use JavaScript and NextJS.

I don't know if it's a bug or just designed this way, but when a user attaches a PDF to a ticket, and you click on it to preview it with the new update, you just shows the name of the document and you have to download it to preview the attachment. Is this by design that you can't preview PDFs?

Is it possible to create a secondary ticket depending the answer from a list that a user selects when raising a request?

Hello everyone! Just started a job that uses SysAid for our Help Desk and currently, I’m in the process of backdating and closing out a ton of requests by assigning categories, inputting solutions, etc. Just wondering if anyone had success automating this process on Python (or something similar) using SysAids REST API and if so, would be willing to provide tips or pointers on how to get started. Thank you!

How do I enable the creation of custom views? It is an option when logged in as the Supervisor, but not for me as an Administrator.

Hi, Is it possible to add an @If statement in a table in a notification mail.It keeps disappearing when I put one in?! Kind Regards,Rudi

Does the archiving of tickets help with database performance and search times? What happens with an archived ticket? Where do they go? Is there help for archiving, I could not find any. Is there any special setup required? Lots of questions, I thought I would go ahead and just get them all out there?

Good afternoon, I wish to use Escalation Rules to send notifications to the end user and also the defined user in DB field ‘sr_cust_test_listtt’.  I checked the option ‘Notify these custom user(s) (DB field name only)’ and entered ‘sr_cust_test_listtt’ into the box but this doesn’t notify the person defined in that field in the service record. Is what I’m trying to do possible? If so, assistance getting this working would be appreciated. -Leon  

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE >    Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

Hi I have searched the forum but could not find an answer to this.... I wish to allow a support call to be created from only selected (around 2) email addresses. I am sick of lazy users just sending an email meaning we have to set the categories etc... ourselves instead of logging a call correctly. I cannot block totally though this as certain people (CEO, Owner etc...) are allowed to be lazy 😉 Can I do this? I would also like an auto reply to let them know a support call has NOT been created if poss. Cheers

my current config only allows users to add notes to a ticket when working in the portal view --Is there a way that users could submit messages in the portal - the same functionality as when the user replies to the ticket in email?

We are using the SysAid cloud version and I’m working on generating reports and getting them scheduled. So far, it has mostly been a breeze between the reports that came with our edition and the few that I’ve had to create. However, I need to do one that reports something along the lines of average time a ticket takes to go from new/open to closed status. Does anyone know of a report already in the system that does this? And does it take into my desk’s predefined worktimes into account? Such as if I have my times available listed as 9-5 and the ticket comes in at 430 when I open it at 9 the next day it should say that it’s only been open for 30 minutes instead of 16 hours and 30 mins. Thanks in advance.