Product Anatomy

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?

Hello, I have a little problem with the import of some Hardware assets. I have an csv file with more then 700 assets. for exemple: WORKABOUTPRO_100,\IT,PDA,Psion Teklogix,WORKABOUT PRO,8279S002546,Kaemingk b.v.,10.10.10.100,Kantoor,Systeembeheer,Kantoor Automatisering, WORKABOUTPRO_16,\IT,PDA,Psion Teklogix,WORKABOUT PRO,8265U061056,Kaemingk b.v.,10.10.10.16,Bismarck,Bismarck,Kantoor Bismarck, ... ... On position 10 and 11 there is the department and location. But this is the only thing that he doesnt import propertly/ In sysaid i'd typed all of hour locations and departments in the customized list. Any idea what i am doing wrong?

When migrating assets and users from one server instance to another there seems to be an issue. This may of course be an issue of my comprehension - failure to read correct docs etc. Export of assets [or users] to CSV works fine; SysAid produces a valid CSV file. However when one seeks to Import the same file into another instance of SysAid the product does not have an "option" which automatically recognises its own CSV files. Worse, when one comes to select the various possible headings under which the existing fields of the CSV should be imported, the names in the dropdown selector don't match up in any meaningful fashion with the names/labels of fields as normally displayed in SysAid pages - so one has great difficulty determining which labels should be selected. These mappings of source data to target should be entirely automatic unless the sysadmin elects to make manual changes - which should be a discrete and separate import option.. In other words on import SysAid

Hello All, Our users like to email us when there is a problem and upon completion or if its ongoing, we drag these emails into a dedicated inbox which uploads these emails to SysAid as new service records. I am just wondering if it would be possible to change the frequency it checks this inbox for emails. I think that it checks the inbox every five minutes but I would like this to be shorter. I'm just wondering if this is possible at all and if so, how I would do this? Thanks!

We currently use the Status of Verified Closed however how do I configure it to actually close the ticket after a number of days of no response.

Hello All, From some time now, we have strange problem with few end users trying to submit a ticket via EUP or email. Once they do that, a blank ticket is created that only reservs a ticket number but all the fields are blank. This is a view of the SR list in Help Desk section. No information of the ticket number or email for the end user in the EUP. Any suggestions why this is happening and how to resolve it? Application ServerApache Tomcat/7.0.56 (Debian) SysAid Edition / PackageEnterprise Edition Build Numberv16.1.25 b28 Database VendorMySQL Regards

Hello Is it possible to send our end users a link, that they can use for open in a EUP a special template. We create a template for NEW USER CREATION (Win & SAP), if this would be possible, I would give that link to our HR Dept. so they can advise all the Teamleaders using this link when they need that the IT create a new Windows and SAP user.

Hi All Is it possible to have a dynamic title for a request template? I have a template created for HR to ask for employee account suspension. One of the fields in the template is "employee name". I would like to populate the value of this field to the request title. Is this even possible? Many thanks Tatiana

Hello All... I try to customize an report a way, that it shows class in the output. So not all statuses but just Active or Closed. Any idea?? Best regards Michael

So I've searched the forums, looked at the Marketplace, and google searched for a while to see the limitation of the Email Rules. So this is probably a feature request and not actually a "how do you do this?" type question. I have a monitoring system that sends an email to SysAid to generate a ticket. The Email Rules allow me to search the subject, body, etc for specific text But, it doesn't seem to allow for direct linking for Selectable Fields. For instance. We use the CMDB, and we have all of our Switches in it with their CI# (We are not using Assets, don't ask its complicated and that decision pre-dates me by several years) "Main CI" is a field we use on practically every ticket we process. It would be nice if there was the ability to find a specific start character string, followed by a specific end character string from the email, and to use whatever is in between as an Importable Field. Example: Statement | Body | Custom Field Starts | "CI#:" Statement | Body | Custom Fiel

Question:When I click on a Sharefile link that was in an email that was forwarded to me I get Access Denied.Answer:Links that are sent from Sharefile are unique to the user that they are sent to.If you have access to the folder of the user that forwarded you the link you can log in to Sharefile and find the item in there, but you will not be able to retrieve it using the link.If you also get a link directly from Sharefile when items are uploaded for that user the link in the email that was sent directly to you from Sharefile will work. 

Hi All, Im fairly new to Sysaid ( only been using it 4 months) but I'm getting the hang of things fairly nicely. Ive set up about 10 different departments on our SSP with basic funcuniality. Im looking to improve these going forwards. I have 2 departments that interact daily. Department A check the end-user data and once the data is correct they send it on to department B who check if the end-user can change course for instance. Im wondering if its possible for the SSP ticket to come into department A who will be the initial process manager then once they have done their checks pass it onto department B who will be notified. Both departments have separate admin licences and work as separate process managers. I'm just not sure if it's possible for a ticket to come into 1 department as a process manager then once they have done their piece if they can be assigned it to a different department and process manager. Ideally, id like it to look like the below image. https://ibb.

Hi all, I am in need of some assistance. We have been using the self service portal for quite a number of years. Our issue is when someone uses the self service portal and submits a request in with the location it does not appear in the back end admin view. Even though the Request Template has the option to have the location set as a drop down list in the workflow tab. I am lost on how to fix it. I hope there is no need to code anything in the back end for it to function properly. It defeats the purpose of having the template setup i believe. Cheers, Pete

I have been told for the past year the mobile app for on-prem users is coming. I am still waiting, anyone else waiting?

where did it go? We have technicians trying to re-download it and there is no longer an app on the Google Play store. The SysAid website still mentions it - https://www.sysaid.com/help-desk-software/mobile-apps but the link is busted. https://play.google.com/store/apps/details?id=com.sysaid&hl=en

Hi. I recently installed a server using sysaid_free for linux. I have met all the installation requirements and the site is functional. My server runs on VMWare. And I have configured apache2 to force SSL, using self-signed certificates. Now, when I try to login with the HelpDesk app for android, and enter the credentials and the IP address, it returns the message "login failed: Network Security error" I tried to enter with the format "https: //" or with "http: // {my_address}: 8080" and with "https: // {my_address}: 8080", but I always get the same error. Through the web browser, there is no problem. My site is 190.86.176.45 Help me please.

Hello, We have recently setup SysAid and I am trying to configure the app. If I login with the generic sysaid user everything works fine but if I login using my personal credentials or indeed any credentials that were imported using the LDAP plugin it will not work. I get the following error— Of course, I've tried my password several times, I've tried different LDAP users, I've tried different formats for my username (e.g. DOMAIN\username, username@domain.com, DOMAIN\\username, domain\UserName, etc) but nothing seems to want to let me in except the user that was created directly on the system rather than imported. I have checked that the users in question have the phone app permission turned on as well. Does anyone here use the Android App with users imported from Active Directory? Wh

Why does the iOS app not have the same filters applied as per what is configured on our SysAid instance? We have static filters applied on our different views in SysAid but when logging in to the mobile app those filters do not seem to apply. Why are there two different user experiences with your product? We have raised this at different times with support and this does not seem to gain any traction. If I have to configure the mobile app separately from how it's configured on our instance then it becomes a frustrating user experience.

Hi, I have been using SysAid Helpdesk app on android phone for a while and it works fine. I just change my phone and I found out that there is another app for SysAid called SysAid Helpdesk (see attachment SysAidApp.png) and I would like to try it. The issue I have is when I connect on this app, I have the error message: Invalid field name:third_level_category (see other attachment SysAidError.png), when I check in the review for this app 2 other people had the same issue but I can't find the solution anywhere so this is why I created this post. I would also like to know why is there 2 apps and which one should I use. Thanks