Product Anatomy

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 t

  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: 

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 

Hi, I’ve been trying to set up a template to where there is an action item that will be assigned to a specific Admin Group.What will happen is when the action item is activated, there is this Admin Group tab in which I will choose the specific Admin Group. When I click Ok/Apply, an email notification will be sent out to the members. I have set up a workflow notification for this as well and integrated this on the action item. However, no email is received on the members’ end and the other thing also is, I need to complete the action item, re-open it and that’s when the emails are received on their end.  I attached a history of a sample ticket I have ran and tested, for your reference. Can someone please help. Thanks.   

There are numerous options in Level 1 Category. Easy option is its own Helpdesk and associated group. Members of other groups are able to assign their open tickets to our group, the IT team. We want to prevent that.  Reading other posts regarding this topic, there was this related link:https://community.sysaid.com/help-page.htm?helpPageId=4218 I went through it and the current settings we have, it doesn’t to be clear that an Administrator can create/modify tickets in their own group only or any group. Any help with this would be appreciated.   CheersSuneil

Hey everyone,So I am working and rolling out SysAid here at my school district and the one thing we have liked about asset tracking systems is that I can check out a device to a user to be able to track who has it.  Does SysAid have this functionality?  Otherwise how have folks done this before?

What does the CMDB field do for importing categories?  If we have it on, what does it do when something is set to that category?

Hello. I am trying to retrieve data from a custom service request field for use in a workflow and in an email but am not able to successfully do so. I am running on-prem version 21.2.35 b7.

We often create tickets for a third-party company, that always strips down subject from our emails to a format such as this“Your response has been received for Ticket T1234567” “Ticket: T1234567 has been updated.” “Ticket: T1234567 Set to Work in Progress”Since it does not match our default SR Prefix “Regarding Service Record #1,234”, a new ticket is created for every email they send to us. We would prefer if those emails were kept in the same service record, without having to manually merge them.It does require a non-trivial workflow, that I am not sure if possible with current SysAid functionality without having to change our own idPrefix: Parse the subject and if it comes from sender it@example.com , extract their ticket number /A[0-9]{7}/ or /Ticket[:]{0,1} (A[0-9]{7})/ Find another SR that includes that ticket number in the subj

Boa tarde, não estou conseguindo integrar nosso erp com a api do sysaid, alguem já conseguiu e poderia me ajudar em como proceder?Agradeço desde ja.

I have created a batch file which contains the link to the Self Service Portal ("C:\Program Files\SysAid\SysAidSessionUtilities.exe" hotkeyevent) and have created a link to it from our intranet. I would also like to do the same but have it link directly to a template with prepopulated categories, eg.  http://helpdesk/servicePortal/submitIncident?populateSR_id=31223&populateSR=true. I need to do it this way so that it automatically logs users in.  Is this possible?

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