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Product Anatomy

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SysAid for Teams
Asset Management
Asset Management - Advanced Discovery
Customize
Help Desk
ITIL Package
Knowledge Base
Marketplace
ESM - Enterprise Service Management
Reporting & Analytics
Self-Service Portal
Service Automation
SysAid API
User Management

858 Posts

BeckhoffGuyNew SysMate

asked in SysAid API

REST API Search SR not returning project_id

Hello. I am trying to do a search of our service records using the REST API. I am able to successfully login and do a sr search. I retrieve all the records but I am missing a piece of data I would like to display to my users from this search. On our system I would like to retrieve this piece of information. If I do a request and pull this record individually, the data is in the key “project_id”. This is missing from a sr search. Is it possible to request this field in my query? Do I need to define a view or something like that? I tried adding parameter's to my request in the field parameter but that didn’t seem to help. Our default view does show this informatio

SChandiramaniCommunity Enthusiast

asked in Customize

Change Request view - Proposed Date column

Hi All, In the list of Changes, I have added the Due Date column. This field is not added to the template yet. The ‘Proposed Delivery Date’ is being used in a ‘sub-tab’, but I cannot find that in the list of fields I can add to the list. My query:Does the field I want to add to the list - need to be in the main tab ‘Change Details’ ONLY? Or, Is there a way to add ‘Proposed Delivery Date’ to the list viewCheersSuneil

viancadlrNew SysMate

asked in Marketplace

SysAid Pricing and Installation

Hi, Is there anyone know if SysAid has its own pricing and what’s the inclusion? Also is this software, an open source platform? Thank you in advance for the answers.

LikesEggsNew SysMate

asked in Help Desk

support request through email do not create a ticket in Sysaid

Just recently, this functionally of sending support request through email have stopped creating service ticket in sys aid. We can create ticket manually by logging into sysaid portal and fill up the form from there.The account for the email address is working fine as we can see in office 365 that email is received and forwarded to other recipients.Our service contract have expired so we are asking for the good sysaid community’s help.Any suggestions where to begin troubleshooting?

poomonsterActive talker

posted in Marketplace

Operating times on email notifications

Operating times on email notifications

JKRoseCommunity Enthusiast

posted in Service Automation

Assigned Workflows in the Admin Portal

We need a way for users that primarily work in the admin portal to see workflows assigned to them. A tab or some type of notification queue would solve this. Having to look in the end user portal is not a great solution.

Erik van SluijsNew SysMate

posted in Help Desk

Text and checkbox on Incident Submission Form

I would like to add a disclaimer and a checkbox on the Incident Submission Form so users have to acknowledge that they have read the disclaimer. I see all kinds of custom fields i can edit and add but no checkbox. Is this possible?

AnnHoodActive talker

posted in Help Desk

Workflow Notification Emails

I am trying to setup a workflow notification that will send an email out once that action tab is activated. What I don't want is it to send that email again if the assigned to field is changed. We assign based on group and not individual. I know this was changed at one point to allow for this behavior but is there any way to turn it off?

eluizCommunity Enthusiast

asked in Self-Service Portal

iframe error 'x-frame-options' to 'sameorigin'

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>

cesare0New SysMate

posted in Asset Management

Hello Everybody! We are trying to do a massive import of items to our CMDB, but I find this problems; Error in line 1 (or 2,3,...)= -1 If I have a CSV file with multiple CI from the same Type, has all the fields be completed? I mean, in a list of 20 laptops, some has "Assignament Date" but not others... Is necessary to all CI has the same completed fields? Where can I check a Log about this? Many Thanks.

OrlandoLockeCommunity Enthusiast

asked in Help Desk

Does anyone have a three level category list they are willing to share? I want to revamp my two level category list while adding a third level.

DGAlCommunity Enthusiast

asked in Customize

Close Child TIcket

Hi Can I close the child ticket when merging it to a parent ticket but still be able to contact the user who was in the child ticket ? So multipple user reporting same isssueX-X-X-X-X-X-X Merge it to a parent ticketX+X+X+X+X+X Close the child ticket so my workflow is clear However I still can mail each user who waas on the child ticket under the parent ticket?X+X+X+X+X+X → @@@@@@ ……..Currently if you merge the tickets you can’t close child tickets so they still taking up space in your work load….

chrisisCommunity Enthusiast

asked in Help Desk

Subtypes are creating themselves

I am implementing Service Request functionality; my first step has been to create a subtype within the SR template area called “Onboard Employee”. I have created a template called “Onboard Employee Template” and assigned the subtype to it. All is well so far.I’ve done a number of tests:convert Incident to SR using the new template create an SR using the new templateAll again seems to be working fine.However, at some point, a new subtype has appeared in the subtype list:“Onboard Employee#1”Looking at the list of subtypes, I actually have a number of similarly named subtypes, such as “DEFAULT#1”, “DEFAULT#2” etc.What’s making these subtypes? Is there an action or configuration that I can avoid that will prevent them from being created? Can I safely delete them? Or do they actually have a use?Any advice would be appreciated!

RRivNew SysMate

posted in SysAid API

REST API - login timeouts

Hi, since two days login calls to REST API have stopped working, everytime I POST /login (as I always did) i receive a "Error 504 - Request time out". If I try logging in from a web browser, I can then call other get endpoints from there so API is actually working. What could it be? Thanks!

SChandiramaniCommunity Enthusiast

asked in Customize

Setting a new default Request Template

Hi All, We have the on-prem platform, build v21.4.45 b17. SysAid is overwhelmed with different request and incident templates. I am not able to find the settings where I can set a default template on the Self Service Portal. Can you please assist with this?CheersS

WinskiTech711Community Enthusiast

posted in Help Desk

SysAid not respecting my filtering requests

Based on other posts here in the forums I'm trying to get a view that only shows open incidents. I went to the gear icon>Customize>Lists then picked status off the drop down box. I created and modified the status as needed, made sure every one was in the right category. Then I went to customize view, picked status caption, edit, picked list.active and my filter expression is "status in (1,2,5,6)". 3 is my closed status, 7 is my deleted status. When I save and apply everything, I still see deleted and closed tickets. I've logged out and back in, I've switched to another view and switched back, I've deleted out the view and re-created it, I'm still seeing tickets I shouldn't be seeing. Any help is appreciated.

SChandiramaniCommunity Enthusiast

asked in Customize

Hi,How do I move the ‘Status’ field to the header of every Request and Incident template?RegardsS

Jack ThompsonNew SysMate

asked in ITIL Package

Variable/Tag/Functions List

Hey All, I’m looking for a list of tags/variables, or functions. I’ve seen references to using variables likes this: ${Notes}, as well as functions like sr.getCustomList(“Custom List Name”), just an example not sure if that’s the actual function. I was wondering if there is a centralized list that I could use. I’m trying to set default values in my Change Request templates to specific values. I understand that I can prepopulate data based on other fields in the CR but I haven’t had much luck with them actually carrying over, specifically the “Assigned To” field. This is how I have my workflow currently set up: Any help is greatly appreciated!

jshaw1126New SysMate

asked in User Management

LDAP Integration and First Names

Hello. We are having an issue with our LDAP sync. Until recently, it was importing correctly. However, now when the LDAP integration process runs it does not import the firstName of our new users. It also wipes out the first names of the users that were already in the system. We haven’t changed anything within our AD structure nor have we made any changes to our LDAP integration. Any ideas why this would be happening? As a test I manually entered the first names of some of our users and after the next run the names had been removed again.

VickiCromNew SysMate

posted in Help Desk

How do I change the order of Workflow tabs when editing a Sub Type?

I have created a new Sub Type and in edit sub type view, I have deleted some workflow tabs and added some of my own. These have added to the end of the tabs, but I would like to re-order these. Tabs are currently: Change Details - Close - History - Test Plan > Approval I want them to be in the following order: Change Details > Test Plan > Approval > Close - History Any ideas?

chill111New SysMate

asked in Asset Management

Patch Management

Ive turned on patch management for a number of agent/assets. Ive configured the default workstation policy and assigned it to the assets and set it to “run now” for the scan of the assets. Nothing seems to show up on my assets for patches….It catalogs what software is installed on the workstations for inventory without issue. Ive opened ports 1070 and 1072 I believe it is on the server to access the latest files. Do I have to wait for the scheduled scan? It should have run when it was turned on…..should this not detect its running Windows 10 and pull down the master list of patches missing and available for Windows 10? Ive already turned on all patch categories and selected Windows 10 to be patched.

JbusNew SysMate

asked in Help Desk

Service Desk Templates missing

Currently setting up are system and went to setup some templates but seem to be missing Service Request, problem templates.

lgautamNew SysMate

asked in Self-Service Portal

Link to service record in email notification to end user

When an end-user submits a ticket or anytime an update is sent to the end-user, they receive an automatic email with a link to the ticket number. The link to the ticket takes them to the self-service portal instead of the ticket specifically. Whereas if an administrator user clicks on the link, they are directed to the ticket itself.Is there a way we can change the link for end-users to be directed to tickets for the notifications to be user-friendly?

HeidiCFCommunity Enthusiast

asked in Asset Management

Update CI relations - Assets to CMDB

Please share any information you have on the “Update CI relations” function under Settings> CMDB> Import System Items.What exactly is updated?Does it look at the software on a laptop and connect it with the software product in the CMDB?Is this update run automatically, like the Asset Import/Delete function, or does it have to be run manually?Thanks for any information you can provide.Heidi

SergioCiNew SysMate

asked in Reporting & Analytics

Modified tickets report.

Hello community,I need to create a report or an excel export of every ticket that an specific agent in our service desk modified(closed, reasingned, changed in any way) at any given moment.I've been playing with the filters trying to get one to bring me the history but I can't find a way.Is there a way to do this??thanks

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