Product Anatomy

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,

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.

When will Sysaid On Prem have fixes available for CVE-2022-22796 and CVE-2022-23166? I only see 21.4.45 available, which is at risk to these vulnerabilities. CVE-2022-22796 - CVSS 9.8 Sysaid – Sysaid System Takeover - An attacker can bypass the authentication process by accessing to: /wmiwizard.jsp, Then to: /ConcurrentLogin.jsp, then click on the login button, and it will redirect you to /home.jsp without any authentication. https://nvd.nist.gov/vuln/detail/CVE-2022-22796 CVE-2022-23166 - CVSS 9.8 Sysaid – Sysaid Local File Inclusion (LFI) – An unauthenticated attacker can access to the system by accessing to "/lib/tinymce/examples/index.html" path. in the "Insert/Edit Embedded Media" window Choose Type : iFrame and File/URL : [here is the LFI] Solution: Update to 22.2.20 cloud version, or to 22.1.64 on premise version. https://nvd.nist.gov/vuln/detail/CVE-2022-23166#vulnCurrentDescriptionTitle

Hello, We created custom action item fields that we use as list and text identifiers to document changes performed, how can we setup the reports to allow reporting off of all those custom action item fields? Thank you

Hello, In our SysAid setup, when adding the note field onto a sub type, the note field appears empty, which is what we want, but when we look at the request template where the note field is added, the note field has a note in it (like it's hard coded). Where can i go to remove that hard coded note? Thank you in advance

onpremise newest version SQL 2017 DB Hi, I have a problem with new Agent Installations(Fujitsu Lifebooks like U7511). After installation(manual or automated, MSI or exe) the agent is not sending the first data to the server. In the log you will see something like that: 04/25/22 09:38:52:731 [E] RetrieveAssetIdFromServer::IsAssetIdValid AssetID has no value 04/25/22 09:38:52:747 [P] RetrieveAssetIdFromServer::Init Info: The Asset ID does not exist - need to retrieve it from server 04/25/22 09:39:16:433 [P] RetrieveAssetIdFromServer::SendAssetDataForCalculationAssetId Info: start to receive ID from SysAid, Max Retry 5, Span Time 60s 04/25/22 09:39:16:715 [E] RetrieveAssetIdFromServer::PostToServer Failed to get ID from xxx 04/25/22 09:39:16:715 [E] RetrieveAssetIdFromServer::SendAssetDataForCalculationAssetId Error: Failed to receive ID from SysAid retry 1 out of 5 retry again in 60000 millisecond 04/25/22 09:40:16:923 [E] RetrieveAssetIdFromServer::PostToServer Failed to get ID from

Hello! I'm customizing some templates and sybtypes and I think I've removed the Top Panel from some of them. How can I add it back? If I add a new tab named "Top Panel" it works as a normal tab. Thank you!

HI, I'm using postman to test the REST API and using interceptor to store the cookie that is sent back My cookie that I receive from the login endpoint looks like this: SERVERID=inst05us-autoscale-app3|Ye8OW|Ye8Ny I do see this cookie included in my headers when trying to hit the SR endpoint to test, but I receive a 401 error saying I need to login to sysaid first. The documentations leads me to believe that i need to be receiving a JSESSIONID cookie but that doesn't seem to be what I'm getting back?

I hope someone can help me out here, we are running SysAid on Prem ver v21.4.45 b17 We have a strange issue with email integration that i am looking to get sorted out. The way we use SysAid is primarily through email integration . An employee will email our support mailbox, which will create a SysAid ticket. Most of the time a manager is copied on the email, and they will need to responded with an approval. We receive the original ticket notification via email, we receive the notification of reply from the submit user via email, but we do not receive a notification reply email from the manager copied. This is the important note....the managers reply is in the SR within SysAid but just do not get email notification. Any idea why we are not getting the notification of reply from that other person. It's something that I can replicate, so it's not a user issue but more of a SysAid issue or configuration thing? Thanks for the help. -Evan

We have been using SysAid since version 5. Sometime ago we realized we were not receiving emails or alerts on random SRs. Turns out email integration was causing some issues with the way it handles subjects. These particular emails contained a number in the subject, and unfortunately those emails were integrated into old tickets that were closed. So we did not receive the alert of a new SR. Is there something that we can do to fix this issue. I would think there may be a setting we can use. If we archive older SRs would that help our situation? Thanks for the help! -Evan

We updated to Build Numberv21.4.45 b17. After this notes start to vanish randomly, how can we identify the cause of this and how to solve it?