Product Anatomy

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 subject Merge or add received email to that SR.

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

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 

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.

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!

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.

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, 

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?

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. 

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.

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

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.

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> 

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

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? 

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

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

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