Product Anatomy

Is there an easy way to delete multiple FAQs in the knowledgebase as well as move items to new categories. I am trying to clean up an existing knowledgebase with older articles and I want to reorganize it but the process of working on one at a time is very tedious. 

We are attempting to setup the password self service portal. When a user attempts to reset their password it is stating that “The username does not exist on the selected domain” for all users. I was looking for some guidance. I currently have a support ticket in to hopefully get some assistance but was also wondering if the community knew where some log files were for me to view while I wait for their support to get back with me. Thank you. 

Hi, I’ve been trying to set who receives emails when a service record is new or completed for a few weeks and I can’t find the setting related to it anywhere. No template seems to have it and no one at the company I’m trying to change this for knows either. I’ve tried setting up emails via Escalation Rules but then it doesn’t log those emails in SR updates, and editing the templates doesn’t allow me to change anything I’d need related to who gets emails when the status changes to new or completed. The Workflow Designer doesn’t seem to give any useful information either. Additionally, where are custom fields stored so I can edit their names?

how ca i chat with a tech, I need help with SysAid, i'm trying to disable a user and the application not allowing me to, yes i'm an ADMIN

We have never archived tickets in the past, and we have been using SysAid for about 12 years now.On a test server, I have setup an escalation rule to archive tickets with a request time of < 1/1/2011.  In theory, i thought this would archive all the 2010 tickets.  It did a pretty good job, but for some reason it left about 64 tickets unarchived.  Not sure why. My other issue….when viewing archived tickets, i can only see 1000...even though i am selecting all.  Any thoughts how i can work around this issue?   Lastly, is there a way to not to send notifications when a ticket is archived.  That would certainly make a mess of several mailboxes. Thanks - 

I’ve been able to (somewhat) get the Launch Automation Process to work for calling a Powershell script, but I’m having trouble with the script always reporting as Failed. At first I wondered if I needed to use an exit code, but even that isn’t seemingly working. How do you need to end a Powershell script to get Sysaid to report a success instead of a failure?Powershell script is currently (not sure how to terminate it)$loc = "C:\AutomateJoe\Powershell\output.txt"Add-Content $loc "This is 1:"Add-Content $loc $in_param_01$process_exit_code = 0exit 0 Logs attached. 

Se puede realizar en la herramienta alguna configuración por cliente que les permita a algunos visualizar la herramienta en Ingles y a otros en español?

The instructions I've included attached to this post, are AS IS, no warranty implied. You break it, you buy it. SysAid obviously doesn't condone this either. Traditionally in order to use the MSI to deploy the agents, you had to use ORCA, to create an MST file for your Group policy to reference the options while running the MSI. I was of the opinion that there should be some way for the agent to be installed silently without giving away our Account ID and serial number to say an end user who's not inside the network, that you need to put the agent on it. After all end user's don't need to know those values, and frankly the less involved they are, sometimes the better. I've successfully done this on the last few releases of the MSI. This allows me to build an MSI for each division I have that wants a different shortcut key for the desktop icon. Be warned that if you have UAC on, or Windows 8/8.1/10, you'll need to run an elevated command prompt to install this. It also will not

I need help. This is an ongoing problem. I install the software using the deployment tool from the cloud SYSAID and yet the asset does not appear in my Asset list. I have a mix of Assets that are either connected to the RDS server or the SYSAID Server. I tried to undeploy and redeploy my workstation and it still shows SYSAID server! How do I fix this. Thank you

Does anyone know how to contact SysAid about an urgent problem?Our users keep getting disabled. We had agreed with SysAid reduce the number of our licenses next month but on 2 occasions this week, all of our licenses have been disabled with no warning.Gal Nevah assisted us with this problem yesterday but they are not replying to us today and we have no other way to contact SysAid.Does anyone have a phone number for them?

Hi there, I recently removed an admin and move their service records across to me whilst troubleshooting a view. When I go to select them in the drop down lists for assigning an admin to the ticket, that admin now isn't in there? Even though I have re-added them as an admin to our helpdesk. Any ideas?

We are looking at implementing Workflow into our incidents and SR's. I have looked for documentation and/or support vids but have found very little. When asking via online Chat with SysAid, it is not available, BUT my sales person can help me with this. Please tell me this is something the local admin can build and this is not a "Paid For Service". Any assistance would be appreciated.

Have you been wondering: What Is An Enterprise Service Management System (ESM)? How Does ESM Differ From ITSM? How Can SysAid Help with ESM?These questions and more answered here Already deployed SysAid to other department in your organization?Share in the comments which? And how is it going? So more SysMates can see what is out there :) Cheers,Maayan

Hey everyone, Can anyone tell me please how can I make a attachment request through REST API? I am using the /sr/{id}/attachment url to add a new attachment to a service record. Thanks in advance.

I need to determine which Windows users are logging into their computers using a local Windows account instead of their Microsoft 365 AzureAD account. From Asset Management > Asset List > specific asset > Login History, it appears that this information there. Is it possible to get a report of all assets and their latest login information, including user name? This would probably answer my question of who is logging in using a local account.

Hello, We are using SysAid Helpdesk Edition on cloud and current version is v22.2.40 b40. We would like to track the allocation history for each of the IT assets. We dont see a direct option to do this other than entering the custom notes. The information we need to track are User name, Allotted date, Returned date, Remarks. There will be multiple entries if an assets are handed over from one user to other. Currently these information we enter in the custom notes. Is there a better way of handling this in sysaid. Thank you.

Hi, Can you automatically have SysAid create a new SR from an email? Thank you, MIT08 :-)

There used to be a sysaid agent for windows which could be downloaded. It is now missing. Where did it go and how do we get the agent installed on devices not associated with a domain?

Hi there, We've got a "New Tickets" system view and whenever the individual clicks on the view. It completely blanks their views and they cannot revert it or I cannot figure out how to revert it? I can't see where inside of the administration portal where I can either amend or remove that view?

We will fairly regularly find assets that have stale data, such as showing an older build of Windows 10 than what is currently installed. Upon checking the Activity Log, we always are greeted by a slew of entries stating: Error Description Unexpected exception occurred, Type: System.BadImageFormatException Exception description: Could not load file or assembly 'ZipCs, Version=0.86.0.518, Culture=neutral, PublicKeyToken=null' or one of its dependencies. The module was expected to contain an assembly manifest. at SysAid.AgentObjectsManager.SysAidHandlers.ZipHelper.UnzipFile(String a_ZipFilePath, String a_ZipPassword) at SysAid.AgentObjectsManager.SysAidHandlers.ZipHelper.UnzipFile(String a_ZipFilePath) at SysAid.AgentObjectsManager.SysAidHandlers.Upgrade.UpgradeSynchronizationEngine.HandleUpgradeTaskProcess() Stack Trace ExecutionContext::RunInternal ExecutionContext::Run ExecutionContext::Run ThreadHelper::ThreadStart While this is resolved by an undeploy and redeploy, it impedes ou

From time to time, asset records will be duplicated because for whatever reason (client reinstalls, client corrupts, etc) a duplicate record appears. This is disruptive as having a duplicated record means that the history for that asset gets split across two records, and it takes time to manually merge the records back. I would like to request a feature that like with ConnectWise, when you delete an inventory object, that it asks you if you would like to copy all records attached to that asset record to another asset record, or have the functionality to click a button to do the same thing (copy all associated records over to the new asset record. This would save a lot of time and headache.

Is there a tag for $Assigned_to_sub First and Last name like there is for $AssignedTo?

Is there a way to scan a specific path for current EXE files that are located there. I have a tool that is a standalone EXE and would like to know what version of the EXE is installed on machines. I would even be happy with just knowing that it exist on a machine.

Hello, i need to update sysaid agent, but i cannot find where i can download (from your webpage)

How do I rearrange workflow action items in a request template. I swear I used to be able to do this and now I can't find anywhere how to change it.