Product Anatomy

Hi, I want to create a report in SysAid for calculating time between ticket opened and ticket assigned. 

Hi,  I am updating our Requests, Incident and Change Templates to show the relevant fields on the Top Panel rather than scroll down the template.  The Top Panel shows only 9 fields. I can add when I update the SubTypes, but the Top Panel doesn’t expand to show the extra fields.  Is the Top Panel only spaced to show 9 fields? The reason I am trying to put information in the Top Panel as adding those fields to the template adds it as a new row. The ‘row’ does not seem to share space with another field, and thereby have to scroll down a bit to get to the field in question.  Cheers  

We have one company and four different administrator groups:Company Name: TestCompanyAdministrator Groups:  Hardware Support, Network Support, Apps Support, FacilitiesAutomatic dispatch of service records is enabled for each administrator group.Administrators in Tech Support, Network Support, and Apps Support need to see their own service records, service records that are assigned to their group, and service records that are assigned to any of these three groups. They should not be able to view service records that are assigned to Facilities.Administrators in Facilities need to see their own service records and service records that are assigned to their group. They should not be able to view service records assigned to other groups.How do I do this?

Hi,When adding ‘Category’ to a template, it would seem that 3 level category appears on every template it is added to, by design. In Settings → Service Desk → Categories, we have set the first 2 categories with no option in the 3rd level category on a request template. The 3rd level category only shows the text ‘Select Third Level category’, and nothing else. A user has raised an issue when they raise a request, the 3rd level category is not mandatory. However, if a user selects the ‘blank’ line under the text ‘Select Third Level category’, a ticket is created. If the user selects the text ‘Select Third Level category’, then an error message is displayed and the system doesn’t allow the user to progress with submitting the ticket when they chose the ‘blank’ line. However, the category level details can be set in ‘Categories’, b

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

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

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.

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? 

Operating times on email notifications

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.

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?

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?

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> 

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.

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.

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…. 

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!

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!

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

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.

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

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!

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.

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?

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.