Product Anatomy

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" }

We always liked the option where we could type #SR-number in the subject field of an email. But we started noticing after last onpremise upgrade that SYSAID now looks in the body of a mail for #number..This is very inconvienient for us as we have a lot of users working with PO etc. that uses this number as well, so now we get a lot of messages on old service requests and new service requests being attached to old ones because it happens to find the number eg. #874 instead of creating a new SR.How do we disable this feature.?

How do you setup email notifications once a person has put in a request. I have setup an email account to send and receive but it does not appear to show any emails from service requests.Thanks

We have been using SysAid version v22.3.20 b27.Sometime ago we realized we were not receiving emails on new SRs.Received an on screen prompt stating that there are consecutive failures on the incoming integration account. Have enable back the email integration and tested the incoming and outgoing email settings.Which is successful but still no email alerts on new SRs arrival.Is there something that we can do to fix this issue.Thank You !

Is there any way to block .MSG attachments from tickets? We have certain end users who regularly attach emails with potentially malicious links and attachments to tickets wanting us to analyze them or help with opening the attachments. I don't want technicians to accidentally open an attachment thinking they're helping the end user and end up infecting us themselves.

Our SysAid server was recently configured to use https, and this required using the FQDN in the URL to access the site. However, the ${LinkToAttachments} variable in the Admin Notification emails still uses the hostname only in the URL. When the link is clicked, the admin gets a 404 page due to the link not being the FQDN. Is there a way to change the ${LinkToAttachments} variable to return the FQDN instead of the hostname only?Example:helpdesk:80/linktoattachment VS. https://helpdesk.domain.com/linktoattachment 

Hello folks, I need to know how to be able to customize the location field, in the default view. I need to be able to check from where to customize the “Filter Caption and Filter Expression”. Any help would be very appreciated. Regards, Gustavo M.

Hi, I'm trying to send a request to the Change End Point http://helpdesk:8080/api/v1/sr?type=change&templateID=1 and I am getting the following error back Status 400 - Message 'Failed to load service record template:5' I am able to successfully post a Request using the end point http://helpdesk:8080/api/v1/sr?type=request&templateID=12 Any ideas what is going wrong please?

Is there a way to have SysAid automatically change the Incident/Request status when a tech uses the Send Message on a ticket? Ideally we'd like to have the status displayed on the Send Message form so it can show the default or tech can select a different status.

Currently, the views for All Tickets is different from the ones used in Incident, Request..etc. There needs to be a better ability to replicate the views created in All Tickets to other areas. The challenge with the current approach is while it allows for greater level of customization, it is painful having to recreate the same views in incidents, requests etc.

Did you catch the news? Gmail announced it will no longer support SMTP protocol for free accounts and is expecting to roll this out for paid accounts at a later date. Now’s a great time to get ahead of this and make the transition to the more secure and updated protocol of OAuth 2.0.Setup of the new email integration is simple: 1. In SysAid, go to: Settings > Integration > Email.2. Click the Create New button, and follow the instructions in this Google Email Integration with OAuth 2.0 Guide.3. Test and verify the new integration: Send manual email, reply from tickets and take actions that trigger automatic notification.To disable the SMTP integration [see screenshot below]:In SysAid, go to: Settings > Integration [1] > Email [2].1. Choose the SMTP integration list item and uncheck:2. Select the Outgoing Email tab [3]3. Uncheck Enable outgoing email4. Click Apply [5].5. Select the Incoming Email tab [4]6. Uncheck Enable incoming email7. Click Apply [5].Act today and avoid th

Hello Support, We created a new user account a few weeks ago, however the user has yet to sync from LDAP to SysAid. The user is in the correct OU, and the Sysaid integration portal has established a connection. We've set the Sync setting to run every day. Please advise. thank you,

Is there a way to link a knowledge base article to a ticket?  Right now we are relying on techs to add a knowledge base article number to the resolution so we can tell if an issue was fixed using one of the articles already created. This would allow other techs to see if a specific article was used to fix an issue by looking at old tickets.

We use the email integration to get our tickets. Employees email our help desk with their issues directly and it is turned into a ticket within sysaid.After we close the tickets we send an email that asks the request user to respond if the issue is not resolved. How can I change the status on a ticket when an end user replies to an email from sysaid regarding the ticket? We could use this in multiple ways, but in this instance specifically, if a user sends a message to a closed ticket how do I then change the status to “Reopened by User”? 

I’m trying to edit a Request Template, and when you create a new request subtype and view the template it creates, the tab order isRequest Details; Approve (Workflow tab); Close; History; Related ItemsBut if I want a different workflow tab to replace Approve, is there a way to do that? When I add one, it just gets added to the end of the list. I recognize if I want to rearrange workflow tabs with other workflow tabs,  I can do that, but that isn’t what I’m trying to do. Thanks!

Good morning,We have a Request Template that we would like to add attachments too. However, when we add the attachments, they do not populate in our test requests. Is this a limitation or are we doing something incorrectly? This is just a screenshot as an example, I realize there are currently no attachments selected.