Product Anatomy

Hi Team,  I’m noticing that since implementing oAuth for mail receipt, emails are creating multiple tickets within the platform. Is this something that others have experienced before and how did you resolve it if you did. 

I can attach a file using Postman but cannot figure out how to do it in Python.  Below is a barebones script demonstrating a good response reading the record, followed by a bad response attempting to add an attachment.  I'm getting a 415 response (Unsupported Media Type).  Any assistance would be greatly appreciated! $ python -VPython 3.8.5 $ pip show requests |grep -e ^Name -e ^VersionName: requestsVersion: 2.26.0 $ python sysaid_test.py <my-account-name> 1168503 *** output *** Get record type and status--------------------------url: https://*******.sysaidit.com/api/v1/sr?fields=sr_type,status&ids=1168503session headers: {'Cookie': 'JSESSIONID=7A2B901424AB9ECF1C17DFCE4BC11FA1.inst05us-autoscaleapp-002187', 'Content-Type': 'application/json'}prepared headers: {'Cookie': 'JSESSIONID=7A2B901424AB9ECF1C17DFCE4BC11FA1.inst05us-autoscaleapp-002187', 'Content-Type': 'application/json'}status_code: 200text...('[{"id":"1168503","canUpdate":true,"canDelete":false,"canArchive":false,"h

I am trying to add a hyperlink to ticket description but it adds it as a plain text. {      "key": "description",      "value": "New Hire: Kim Lane2 \n\n Target Start Date changed to: \n\nPDF Link: https://www.google.com"    }, I tried using link key but not sure where it adds the link:{      "key": "link",      "value": "https://www.google.com"    }

  When i use the following:${sr.getAddonFieldValue("CustomColumn34sr")}The output is 125.125 is the ‘Reference id’ of my profile. If I put someone else's name in the field, it shows their ID. How can I change this to show their name instead if their reference id? I have followed this:   “Hi Chris,Please try this instead and let me know if this works:$AccountObj.getCustValues("sr_cust_sbm_proj_code",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn5sr"))Cheers,Danny” so in my case, it will be:$AccountObj.getCustValues("sr_cust_test_listtt",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn34sr")) the ‘125’ is from ${sr.getAddonFieldValue("CustomColumn34sr")}    We are on cloud hosting.

Hi,  A couple of the templates on the User Self Service portal have text displayed on the template when the user selects an option from the 1st Category, e.g. ‘Marketing & Communications’ (below).  What I have been tasked to do is update the text on the template. I cannot find the field to customize the text. Does anyone know where I can find this field? Cheers 

Hi, I’m trying to figure out regex to clean up my ticket notifications containing email. In integration>email there is and Advanced Options. There, you are supposed to be able to “trim” at the point of the regex match. I simply can not figure this out (not a unix/linux guy). Can someone recommend a regex that I can try please? Make it simple like only include current email body or something like that. Thanks in advance.

can you set an asset report to run when a change is made to the "date issued" field

Normally with assets like PC’s, Laptops, we just install the agent and let it automatically populate the asset and the CI.We just received a very large batch of laptops that we likely won’t be deploying for a while, so I’d like to get them into Sysaid but don’t want to image/deploy the agent just yet.  We’ve never utilized the asset import feature.  If I import these assets, then later install the agent on them, will it link to the existing record or will it create a duplicate?Also, upon importing the assets, will it automatically create the CI record as well (like when deploying the agent), or will we need to import again to the CI list?Thank you for any direction you can provide!

I have been trying for weeks now to set up an extremely basic workflow and I’m getting nowhere. We would like end users to be able to request to blacklist/block a number from calling the company and then have that request approved by one of two specific people in the company before it’s actually done by the Helpdesk. This seems like exactly what workflows should do. However, I cannot find any way to DISPLAY the answers to the required questions (eg: what number do you want to block, who is this, why do you want to block them, do they have any open orders...) that the approvers would need to make a decision on whether or not the block should be approved. The fields are there in the request, the end user can fill them in when going through the end-user portal, the right people (not SysAid admins) are notified about the request and can approve or deny the request, but I cannot figure out how to present the custom fields in the request. I’m really frustrated at this point. 

We have screenshots we need to capture as administrators that contain information that we do not want to share with the end user. Is this possible without disabling the attachments tab for the end user?

Hi there,I am trying to create a custom filter for one of the charts in our sysaid dashboard. I would like the filter to show the following: Priority Critical or Priority HighAnd Status 1. New or Status 2. Ready or Status 3. Open I’ve spent a good chunk of time messing with different options in the filter wizard to achieve this result but haven’t been able to get anything going.  Here’s the most recent way I’ve formatted the filter:Please let me know what changes I should make, if it’s possible. P.S. I’d love to see someone at Sysaid taking some time to make some QOL changes to this wizard, IMO it’s very unintuitive, even allowing users to type out the filter instead would be much appreciated.

I am building a workflow action item that needs to be assigned based on the value of a custom relational list field I defined in the “Request Details” tab. The custom field is a relational List based on the SysAid Users Entity. The attribute settings in the workflow do not allow the selection of “Assigned To” when using the custom external field. The “Assigned To” field only shows in the Local Field list when selecting Request User or Request Users Manager.How can I accomplish this?Attribute SettingWorkFlow Tab = Service Record, External Field = Relational List field (user) > Local Field = Assigned To

We have a Status Monitor in each of our locations that shows things like uptimes, prtg status, g-suite alerts, etc. This system is just a wrapper of url's that are cycled through. Is there a way to create a dashboard that is 'public'? IE, anyone with the link can see it.

Hey, On our sysaid database, there is a rule (?) that is looking at the subject or body of an email and if it contains a ticket number (a ‘#’ followed by any set of numbers) it is attaching it to a ticket. My goal is to replace this rule with one that only looks at the subject line of an email. I looked in Email Rules and was unable to find the rule. Our web account is under help.paccoast.comContact info: Potato SchroeterPotato.Schroeter@PCCI.Com916-631-6013 

I’ve created new Templates for a new Support queue, and they do not appear in the Drop Down list in the Admin Portal.They DO appear in the SSP tho!  I’ve verified the user permissions, ‘visible to end user’ checkbox and everything else I can think of.  Even created a new sub type and tried that - all with no joy! Please help,  

I have created a custom date field which displays on all assets.  I would like it to be auto populated with a date calculated from another field, ie. add 4 years to the Purchase Date field.Can this be done please?

I am trying to determine if the multiple action items within a workflow can be assigned different categories than the service request.  This is to track SLAs associated with each activity.

We are using "If" Statements in our Notifications - and have several in a row:if there is an activity or activities show those, else show nothing  if there is an notes or notes show those, else show nothing  if there is a Solution show it, else show nothing  if there is one attachment or attachments show them, else show nothing This works well enough, except when there is nothing to show it adds space and everything else gets pushed down. How can we solve that?I have tried editing the HTML, and other things to no avail.

Our school district has a clinic run by a third party. I went over there to set them up on SysAid so they could put tickets in. I didn’t have their Google account set up when I was showing them how to use the system, so I logged into my account.I went back over today with the Google account created and tried to show them how to do it with their account, but I was still logged in. I went to log out, but it continues to log me back in. It goes to the “you have logged out” screen, but when I click on the “go to login” screen I am still logged in. I can not seem to get logged out and stay logged out.How do I log out and stay logged out? Any thoughts on what could be causing the issue?I have deleted cookies, signed out of and logged back into the computer, and, as I said, logged out of SysAid numerous times to no avail.The district uses Chrome and the third party uses Edge, so I am logged in over there in Edge.   

Afternoon FolksPutting this here in case it can help someone else and so I don’t forgetI installed the latest rpm from on=prem build v22.4.45 b2 wget https://your-install-url/download/SysAidAgent.rpm sudo yum localinstall SysAidAgent.rpm sudo ./usr/bin/SysAid/SetupAgentSettings.out note: if your SetupAgentSettings.out isn’t there run find / -name SetupAgentSettings.out and substitute the path This will run and ask for your server url.. make sure to use http: or https: depending on your setup then Account name and then Serial number Answer any additional dialogs to match your particular setupThen wait for it to report in Good luck John 

Hi all, my first post, just started creating a request workflow, I created a new subtype, which created a request template automatically. The problem i have is after editing the request template it created a duplicate when saved with #1 tag, which i deleted as i did not want duplicates, now the original template reverted to the default subtype (so i have deleted this also) and the original subtype now has no template. How do i create a template based on an existing subtype its not obvious ? or do i need to delete the subtype and recreate from scratch. This is a pain as i don't know why the template save created a duplicate template, which had also lost is workflows. I tried editing the subtype to recreate the linked template but my save option remains greyed out even if i make a change so i am unable to actually re save the subtype to try this method. Any suggestions would be appreciated. Thanks in advance.

HelloHow would I go about setting an email notification for any asset that has not been accessed for a certain period of time?

Our users are missing the search functionallity in the end user portal. We are always asking them to search in their own service records, but they told me it does not work. So I just checked my self and it seems they are right or I misunderstand how it is supposed to work.I have a ticket with the word CREO in the subject and body. But when I search for this word it just returns 0 results.Do we have to enable something for this search to work?  

Can someone tell me how to change the ldap integration 1 credentials? Or how to supply new/different credentials for ldap?