Product Anatomy

Do disabled administrators still consume a license?We have a number of administrators that have left the company. I would like to reallocate their licenses to new admins, but I don’t want to transfer all tickets over to the new admins. Its useful for us to see the history of a user and which administrator assisted them in the past, even if the admin no longer works for us.I have set the old admins to Disabled, but licenses still show as allocated.What is the best way forward?Should I convert the old admins to users, and can I do so without losing the history of tickets they were assigned to? Can I just add new admins and accept that the system knows disabled admins aren’t actually licensed agents?

We used the notes facility to have an easy method to see status/ updates on a service request. But with the new Self-Service portal our end users are not able to see these notes anymore. They can only add one..is there a trick to show Notes for the end user?

Hello, I’ve updated some Data Population settings in a few Tasks and now when trying to submit a ticket in any category in the Self-Service Portal, it boots me back to the self service portal homepage and the browser console shows some errors each time. It’s always the same error.I really don’t think this was due to anything I did. It looks to be an error on the backend and something that probably shouldn’t happen when I’m just editing records through the admin portal. 

The self service portal is not user friendly i.e. there isn’t a status for an end user to see all “Active” tickets. They have to select all the relevant status as part of the criteria.

I am working on the setting for the Asset to CI import and there are some things which don’t make sense.  Is there a best practices document?These are my questions so far:When the import is done, is the CI Type set to Asset? Why is Asset field “Disabled” not available?  How will I know in the CI that an asset is disabled?  Do I now need to manually update the item in both the Asset and CI lists? Ideally, Disabled would match with the CI Status field. Where does the Asset Type field go?  I would like Asset Type = CI Sub Type field, but CI Type and CI Sub Type are not options in the field selections drop down.And for more esoteric questions:Why is there not a filter on the import?  I would like to pick the type of asset to import. Servers = yes. Laptops = no. Why does the Model field type not match in Asset and CI (text and integer respectively)?Below is how I’ve set the import screen so far.  The high

Help!  I have the requirement to set up email notifications to come from a second email address if sent from a specific queue.I’ve set up and tested incoming email and outgoing email, and routed the second email to create a ticket in the #2 queue, but currently all notifications are coming from the primary email address #1. I need queue #2 to send automatic email notifications, and when a user sends email from an SR, it needs to come from email address #2.How can I set this up?Any help is appreciated a lot! 

Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.

I’ve found the article on how to put some nifty customisations on the Sysaid notifications, and it allows us to do a “not” and “equals” check - e.g.:#if( ${Status}==”In Progress” )#if( ${Solution}!="" )However, I was wondering - does the system support “contains” or “like” operators? I was hoping to do something along the lines of:#if( ${Description} like "*forgot my password*" && ${Description} like "*SystemX*" )    <p>Did you Know? You can hit the ‘forgot my password’ link in SystemX to reset it? View the How-To article here: <a>link</a></p>#end

Hi, I’ve been trying to create a new template and currently working on the workflow designer. However, after testing, it won’t proceed to the next workflow tab which is the “Human Resource”. There are also 3 non-workflow tabs in between Human Resource and End User. Why is this so that it won’t proceed? I’ve been working on the dependencies as well.  How can I move the 3 non-workflow tabs on the last part?  Hope you can help me. Thanks 

Within Settings > Customize > Customized Lists there is a section for “Activity” that has  ‘Activity Status’ , SRWorkTime Custom list 1, and SRWorkTime Custom list 2. I assume the latter two can be used within Settings > Service Desk > SR Activities Settings, but the “Activity Status” is not an option in that menu.  Is there somewhere this can be viewed or added?

Greetings!We are running on prem Build Numberv21.4.45 b17I have two administrators that we have disabled in our AD environment.  We have our SysAid integrated with AD, and have verified integration is working with end users.However these two administrator accounts in our SysAid environment are still active and cannot set them to disabled either by syncing, or manually setting them to disabled.Any thoughts on this?Thanks for the help!-Evan 

Is there a way to add aditional contact to your ticket so if there is any update the user and the manager get’s update automatically?

Hi, we are working with Change Templates and are trying to get the workflow tabs to populate based on a “calculation” or sorts, meaning based on the value of another field in the ticket. We have it kind of working by setting the “Populate values from other action items” but the workflow gets super messy/complicated really quickly. I’m wondering if anyone has any tips or recommendations to help us make this simpler. Here is some more details to try and paint the picture. We have the fairly standard ITIL changes for Normal, Emergency, Standard but this example is for “Normal” changes. For our Normal Change process we require Approval, and that level of approval and person to approve is different depending on certain conditions within the ticket. For example;A Normal change that has a “High” risk and has “Cost Associated” would require both Person A AND Person B to Approve. A Normal change that has a “High” risk but

Hi. I'd like to know what configuration changes must be done in SysAid to enable modern authentication for sending and receiving emails to Exchange Online. Support for legacy protocols is expiring at the end of September and we need to change to the modern authentication.Thanks.

The standard key field ‘totalTime’ always returns the SR# and not the Total Activities time (sum of the time in SR’s activities). Please fix/advise. REST API Return Values[{"id":"226","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":226,"valueClass":"","valueCaption":"226","keyCaption":"Total Activities time"}]},{"id":"303","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":303,"valueClass":"","valueCaption":"303","keyCaption":"Total Activities time"}]},{"id":"781","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":781,"valueClass":"","valueCaption":"781","keyCaption":"Total Activities time"}]},{"id":"1950","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":1950,"valueClass":"","valueCaption":"1950","k

We have setup the Email Rules to auto generate an incident from an email but this feature has never appeared to work.  I have checked the settings and everything seems to be ok. Has anyone else had issues with this?

Is there a KB article with downlod links to all SysAid agent versions? Specifically looking for version 2.1

We are deploying the agent through MSI. What setting should we use to disable the Screen capture pop up when the agent shortcut is used? It really delays the end users ability to start their ticket and we do not want it to appear. We do want them to have the ability to submit a screenshot though. Thanks!

   HiWhen I am updating the assett list on Sysaid is there a way to click save as instead of creating the tamplate blank each time? Or do we need to change that our template has differnet prepolated field? KR

Hi When I have an incident I can merg tickets together quick. However if I want to update the individual tickets I can’t do that anymore. is there a way to discharge all the tickets from a parent ticket or DO I need to do it 1 by 1?   

Is there a way to let the user know that their ticket is merged and still recieve their reply from the child ticket?

When I have email a user, supllier and when I get their response is there a way to auto reply to them asking further details with a pre populated templete?  

Can I link teams to sys aid so I would be able to cantact them directly from there and would open up teams chat to the user for me?  

Can Sysaid and NHS net integrated together?As a nhs.net admin I have lots of request comminfg in that way and I might miss it is there a way to have an other tickiting system integrated into sysaid?

Hi! im trying to login with a End-user account, is that even possible? that's how I'm trying: my Url http://myurl.com/api/v1/login Header: Content-Type: application/json Body: { "user_name":"end_user_name", "password":"end_user_psw"} return (error): { "status": 401, "message": "No Mobile App Permission" }