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DavidMcGawnNew SysMate

posted in SysAid API

had anyone got any JavaScript examples of how to create a sr request via api. i can get logged in and get the jsessionid back. just need to know the next steps to create an actual request Thanks David

1602

1 year ago

chris reevesNew SysMate

asked in Help Desk

using different Time Zones

we currently have support based across 3 regions (EMEA,US & Asia Pacific) all use the current default SLA, with the time zone set to London(GMT).is it possible to assign different time zones to the 3 regions?Appreciate any feedback

771

1 year ago

CrissmillerActive talker

posted in Help Desk

Edit/Delete notes

I have not found a way to edit or delete a note within a service request. For those occasions where someone hits add when the info is not quite correct, it would be nice if at least a sysaid administrator could delete or edit the note.

49916

1 year ago

tschummNew SysMate

asked in Self-Service Portal

Static fields on user request form.

What is the easiest way to display a static text field on a request form, visible to all users who submit a request? Thank you!

901

1 year ago

coolguyNew SysMate

posted in Help Desk

change request user field to an email address?

is there any way to configure the request user field to allow us to enter an email address?? I have some contractors that are not given a company email, and they email in requests via their personal email. we have so many contractors come and go so it's not possible to setup an end user account for all of them. if an end user puts in a ticket on behalf of the contractor there is no way i can change the request user field to anything else other than one of our end users in sysaid.... Thus, the problem i am trying to work around.

1382

1 year ago

Maayan KarstaedtSysAider

posted in Knowledge Base

Set permissions for Knowledgebase articles based on Category permissions

Hello SysMates, In a passing conversation with one of you I was asked how to set up permissions for Knowledgebase articles, and thought I’d share here too for more to enjoy 😎1. Go to:Settings > General > checkbox "Limit access to Knowledge Base articles by category permissions" Check box + click "save" at the bottom Once this is saved in the settings, permissions defined for SysAid Categories will apply to Knowledgebase articles as well. To define permissions for categories got to: Settings > Categories > Choose Category to edit In each Category: Check the box “Visible in SSP for user groups” and add what user groups should have access Check the box “Visible for admin groups” and add what user groups should have access Click “Done” to save your changes That's it! Any new article created will inherit these permissions according to its category moving forward.Cheers,

970

1 year ago

Vadim GektinSysAider

published in Help Desk

All you need in order to move to Microsoft 365 Exchange OAuth 2.0 protocol.Tutorial

Two years ago, Microsoft announced that it will no longer support basic authentication protocols (SMTP, IMAP, POP). The time has come when you need to move to a more secure and updated protocol - OAuth 2.0. Setup of the new email integration is simple: In SysAid, go to: Settings > Integration > Email. Click the Create New button, and follow the instructions in this Microsoft 365 Email Integration with OAuth 2.0 Guide. The permissions required on MS side: Permissions required on Microsoft Test and verify the new integration: Send manual email, reply from tickets and take actions that trigger automatic notification. To disable the SMTP integration [see screenshot below]: In SysAid, go to: Settings > Integration [1] > Email [2]. Choose the SMTP integration list item and uncheck: Select the Outgoing Email tab [3] Uncheck Enable outgoing email Click Apply [5]. Select the Incoming Email tab [4] Uncheck Enable incoming email Click Apply [

465514

1 year ago

chrisisCommunity Enthusiast

asked in Help Desk

How to Customize the Admin Portal

Is there any way to customize the admin portal. For example, the default top right hand pane (“Help Desk”) showsActive Service Records Assigned to you Active Service Records Not AssignedI would like to also have a link showing “Active Service Records assigned to xyz Admin Group”.Is there any way to achieve this?

3459

1 year ago

PederoCommunity Enthusiast

asked in SysAid API

SysAid CMDB Sync With VMware Vcentre hosted CIs

Hi guys, we are looking at syncing our virtual assets on vcentre with SysAid CMDB. Has anyone done this before? your guide will be appreciated.

879

1 year ago

Jason ChimNew SysMate

posted in Help Desk

How to create new fields in request?

As I can create a new field on the incident page, it has a Design Form button. On the request page, I do not know how to create a new request page. Please teach me. I can success to create a new field named channel. However, I cannot create a field on the request page. I enclose herewith 3 photos for your kind attention.

1153

1 year ago

maiconpereriaNew SysMate

posted in Marketplace

How can I enable integration with Azure DevOps?

How can I enable integration with Visual Studio Team Foundation Server (Azure DevOps)?

2454

1 year ago

Gabriel1321New SysMate

asked in SysAid API

Database API

Hello everyone! I'm new here and I was wondering, does anyone know if there's a premade way here in SysAid to connect SysAid to a database or related? I would be glad if someone could answer. Thank you in advance.

2918

1 year ago

eluizCommunity Enthusiast

asked in Self-Service Portal

iframe error

Hello I tried insert page from SysAid in my webpage with iframe, but the server still lock the access. Someone now we fix this or who in SysAid we contact to update domain list to accept iframes? <!DOCTYPE html><html lang="en"><head> <meta charset="UTF-8"> <frame-options policy="SAMEORIGIN" /> <title>Document</title></head><body> <IFRAME src="https://globalbanking.sysaidit.com/servicePortal/submitSR?populateSR_id=17825&sspTargetUrlLink=0" width=600 height=500 frameborder=1 scrolling=auto policy="deny"> </IFRAME></body></html>

2255

1 year ago

Jason ChimNew SysMate

asked in Help Desk

Can't upload attachments

Dear Suppot,Users can upload attachments in each ticket. I can upload the attachment. However, when I check the ticket, we cannot see attach file on ticket.. Please provide a solution to me.If you have any concerns, please feel free to contact me.Regards,Jason

731

2 years ago

slattmanNew SysMate

asked in Reporting & Analytics

cluster reporting

When I create cluster report, the reports do not show in the same order that they were added. Example, Added Report 1, report 2, report 3, report 4. Running the report, they show up, report 1, report 3, report 2, report 4. Why? and how can I correct?

523

2 years ago

DbroadbridgeNew SysMate

asked in Service Automation

Process Manager Change with Workflow

Hi All, Does anyone have a way of changing the process manager within a ticket with the workflows? So the senario is a request ticket comes into department A. They do some check then it will go to department B they do there bit and then Department C do the final piece and closes the ticket. In each stage of the request I’m already using Assigned To to field with another custom field so tickets can be assigned to individual members of the specific teams. What i want to happen is once department A has finished their part and clicked complete it automatically changed the process manager to Department 2 who will then get email notification and the ticket visible in their queue and same for department C who will then close the ticket. Anyone have any suggestions? Cheers Dave

1421

2 years ago

gauer

asked in ESM - Enterprise Service Management

Set up a new Department in Sysaid (Company?)

Hello.Can someone point me to the documentation, or help me with a new requirement? I need to set up a new Department in Sysaid - they need to appear completely separate from our Help Desk, with their own categories and own templates - how can I accomplish this?Any help is appreciated help! Thank you

3553

2 years ago

gabriel.goncalvesSysAid Partner

asked in Customize

customized reports

Dear, I would like to have more information about custom reports. Which tool to use to create and how to use subreport in sysaid

841

2 years ago

CsandbNew SysMate

asked in SysAid API

Request for further details regarding REST API in general

Hello!We are in the middle stages of evaluation of SysAid as a combined ITSM and CMDB service for both internal and customer needs. Internally we have a strong philosophy of consolidating as much frontend-backend communication to REST as possible; as such, we are heavily invested in wanting to know more about the API of SysAid in general. The main sources of relevant information regarding the REST API we have perused are the following:https://documentation.sysaid.com/docs/rest-api-guidehttps://documentation.sysaid.com/docs/rest-api-details Rather than asking what is possible, we thought it would be easier if it’s possible to define which parts of the system are not accessible (e.g. replicating full functionality supplied via other existing methods) via REST? As an example, we found the documentation for creating CIs in this manner to be just about non-existing. To summarise, what, if any limitations are in place for the REST API and, if existing, what are underlying causes and/or pre

1812

2 years ago

SergeITCommunity Enthusiast

posted in Reporting & Analytics

Dynamic Date Filter

Hi All, I need an automatic report stating SR with a due date smaller or equal to "today". As it will be automatic I don't want to edit the date filter each day 🙄 Report design and schedule I am ok. At this point I am missing the "dynamic today" for my date filter. How do i specify such a "dynamic today" on a date filter? Did search the forums without success... Regards. Serge

703

2 years ago

CCDNew SysMate

asked in SysAid API

powershell script with Rest API integration

Does anyone have a working powershell script with Rest API integration. I am looking for a possibility to populate the solution field and the activity field from Powershell.

5303

2 years ago

HizzNew SysMate

posted in Reporting & Analytics

Installed Software report

I am looking to see if there is a report that can be run that will show me all the software installed on a machine. I would really like to be able to make a report that shows me ALL the installed software across the network that doesn't involve hand inputting every piece of software into software products. I can see installed software under the software tab in an individual asset, so there has to be a way to take that list and put it in a report ..... right?

932

2 years ago

simranjeetNew SysMate

asked in Reporting & Analytics

Report

Hi, I want to create a report in SysAid for calculating time between ticket opened and ticket assigned.

741

2 years ago

SChandiramaniCommunity Enthusiast

asked in Customize

Top panel of a template

Hi, I am updating our Requests, Incident and Change Templates to show the relevant fields on the Top Panel rather than scroll down the template. The Top Panel shows only 9 fields. I can add when I update the SubTypes, but the Top Panel doesn’t expand to show the extra fields. Is the Top Panel only spaced to show 9 fields? The reason I am trying to put information in the Top Panel as adding those fields to the template adds it as a new row. The ‘row’ does not seem to share space with another field, and thereby have to scroll down a bit to get to the field in question. Cheers

1081

2 years ago

rs1887416951Community Enthusiast

asked in Help Desk

Viewing Tickets Assigned To Other Administrator Groups

We have one company and four different administrator groups:Company Name: TestCompanyAdministrator Groups: Hardware Support, Network Support, Apps Support, FacilitiesAutomatic dispatch of service records is enabled for each administrator group.Administrators in Tech Support, Network Support, and Apps Support need to see their own service records, service records that are assigned to their group, and service records that are assigned to any of these three groups. They should not be able to view service records that are assigned to Facilities.Administrators in Facilities need to see their own service records and service records that are assigned to their group. They should not be able to view service records assigned to other groups.How do I do this?

2073

2 years ago

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