Product Anatomy

Hiis it possible to remove an addon? Back story:We migrated to the cloud version of Sysaid and setup the MS Azure addon at the end of November 2022, it appeared to be working.But sometime after that (starting around Dec 2022 or Jan 2023) it appears to have stopped syncing - we noticed new users setup in January weren’t being synced into Sysaid.  If we clicked the “Test Connection” button, we received the error “azure connection error - failed to create web hook users for tenant XXXXXX.onmicrosoft.com. Error: Invalid notification url=’/addonsConsume/azure?type=users’When I clicked on Import now, I recevied the same error (but it looks like it did sync the new users strangely enough) While trying to troubleshoot the sync issue, I thought I’d delete the tenant details from teh Azure addon and readd them to see if that fixed it. I deleted the tenant details, but when I tried to readd them I found the “Add” button wasn’t adding them back in (it looks like a javascript syntax error occurs wh

I find that adding fields when designing my incident or request template makes the template longer.I’d like to have the Impact and Urgency fields next to each other in the body of ‘general details’ tab, not on top of each other.Is this possible? It means there is a lot of wasted space in the template!Thanks.

Are you a good manager or an ‘ehhh’ one? Time to ask yourself some tough questions! See how Joe the IT Guy uses ITIL 4 principles to coach great IT leaders. Read More

Hi, We have sysaid version SysAid Edition / PackageEnterprise EditionBuild Numberv22.3.35 b3Out license is unlimited, We want to build a Teams Sysaid chat bot, there is any document step by step to perform that?

Requests go through a two step approval, manager then IT.  We need an easy way to see what has been approved by the requester’s manager, but not yet approved by IT.  Filter, Report, etc.  Something we need to change in our process?

Hi,I am doing an upgrade from old version of HD and after installing On-Premise HD v18.xx I am unable to view more thank 1000 tickets.Is there a way to increase the number??If not how do I set my View Filter to show only the Last 1000 tickets??I will apreciate any tips.Filip

Hello Sysaiders,Can anyone suggest what could be the reason for the bellow error when trying to view the results from the survey?Version:v16.1.25 b28Server: Apache Tomcat/7.0.56 (Debian)Regards,Stan

Hi everybody :)We / I have a question regarding “Routing Rules List”. The issue here is, that if someone submits an incident directly on Self Service Portal, it routes it as it should, but it doesn’t route incidents, that are submitted via email. This worked all along till some point and it stoped working completely. Does anyone have any ideas, is there some checkmark that got disabled/enabled by accedent? Can I view some logs, how specific incident is handled when it comes to Helpdesk, so I can see where it goes wrong? Thank you all for help and regardsMatic

I just installed v22.4.45 b1 and have the dashboard components I was looking for all set up and ready to go I’d like to be able to share these with non-sysaid admin peopleHas anyone done that yet?Is it possible? John 

Several months ago I was talking to my Customer Success manager and he mentioned the emoji surveys We were supposed to get together and talk thru the set up on an on-prem install and to be honest I forgot all about it. I’m looking at my notes and decided that it was time to get this rollingAnyone have instructions for on-prem? John 

Our requests are setup to go through 2 workflow levels of approval. These approval levels are set up as Service Action Items.  I want to send reminder emails if the approver has not approved the request within 3 days of the Request Date/Time.I set up an Escalation Rule to do this but it is not working. I set the email to go to myself.Escalates service records with type Request, only non-merged tickets, with status In Approval Process. Triggers on 72 hours 0 minutes after RequestTime. Notifies: Jane Doe.I want to notify the approver on the Service Action Item. Any help would be appreciated.    

Every time I write a note in a SysAid incident, it sends an email to the user concerned.  I want to make the notes field private so that it does not do this.  Please help.

I am trying to submit a ticket using Sysaid REST API. I am stuck at making a login connection. I am using Phyton, here’s the code: import requests headers = {"Content-Type":"application/json"} info={ "user_name": "username","account_id": "accountid","password" : "password"}#url = "https://systemone.sysaidit.com/api/v1/Login" l = requests.post(url=url, json=info, headers=headers) We use SSO/Oauth. I think thats causing problem as I found on Sysaid site that REST Api wont work for OAuth users. Is there a work around?Also, a maximum of two API login requests will be allowed within a five minute periodI have to wait 5 minutes everytime to test , my code. For API development this should not be the limitation. Can you take this off for out company?

  We have a email into de email integration list.  Our clients use to insert this email into de CC with others users.  When we answer this email Sysaid doesnt answer to all users.  Example:     email1.gmail sends a email to it.sysaid.example.com         from  email1.gmail      to       emailcopy1; emailcopy2      cc       emailcopy2, it.sysaid.exemple.com     We receive this email into Sysaid, but it is impossible to answare to all users involved in the process.  

Today I noticed that notifications are not operating as I expected… here is the flowNew ticket comes in via email where it is automatically set to the Service Desk Group (and notifications are sent to that group) New ticket is assigned to the Development Group, with Assigned to: set to noneI would expect a notification is sent out to the Development Group members for one of them to pick upBut no notifications are being sent outIf I assign a group member to the ticket they are notified via email Thoughts? John 

Hello Sysaid Community, I am starting to finish up a Sysaid workflow and have a quick question on data population or if this is possible. Under my Action View labeled ‘IT Execution’ This View has a 3 Action Items within it. All Three require the Legal Name, and 2 Numbers below that for our Admins to know. I placed these Text/Integer fields above the Action items but when testing the data population these fields remain blank. If I move it into an action item such as Account creation, then they are filled but not when they are above it. Is this something that is doable or am I doing something wrong. Or should I just be placing the same three fields into the action items individually.The Request Template:  The Action Item:  Current Data Population from the Action Item:  

Hello,we are using Sysaid on Linux. Now we want use the Report “Satisfaction by admins”. but it shouldnt be possible to look into the “details”. So we would like to edit the site where config hides the details from the checkbox that enables this (please see screenshot). in the filesysem we can’t find the site for the reports. How can we edit this? 

I am trying to attach a pdf to a service request using below Python code:========================================================import requestsimport urllib.request headers3 = {"Content-Disposition": "multipart/form-data", "Content-Type":"multipart/form-data", "Cookie":"JSESSIONID="+"C1FB8D0318D1F8851495124442C3226F.inst05us-autoscaleapp-001092"} url = “https://company.sysaidit.com/api/v1/sr/attachment"pdfurl=”https://xx.com/a.pdf”pdfFile = urllib.request.urlopen(pdfurl, data=None, timeout=60)file = {"file": pdfFile} attachmentResponse = requests.post(url=attachmentUrl, files=file, headers=headers3)print(attachmentResponse.text)=========================================================I gett below error:HTTP Status - 500 – Internal Server Error

I’m working on cleaning up unused sub-categories and I was trying to create a report that would show how many tickets were in each category that would also display sub categories over a 1 year period Any tips? John

Has anyone seen or added android and ipad tablets to inventory and such? John

I wanted to add the solution to the “Email to end user regarding a Service Record” notification and found it was fairly easy Using the available fields listed here:https://documentation.sysaid.com/docs/custom-notification-form added this line: #if(${isClosedSR}==true && ${Solution}&& ${Solution}!="" ) ${Solution} #endBefore:             #if(${isClosedSR}==true && ${LinkToSurvey} && ${LinkToSurvey}!="" )            Please rate our service: ${LinkToSurvey}            #end works great John

1.Why are we not able to move this as per our own requirement rather than in A-Z ?Moving tabs from left - right or right to left as per requirement ?

Hi,All the requests I make through Insomnia work perfectly but inside my web application I always get CORS ERROR.Is there any way to enable CORS on my SysAid installation?

Morning All, I’m working on a sysaid dashboard for my CEO and I wanted to add cases by user as an element Is there a way to customize a chart property? John