Product Anatomy

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

Hello. SysAid has created on my computer an administrator account, of which I do not know the password and can not install or uninstall programs. How do I cancel this account or change the password to one I know?

I am a little stumped, when a new ticket is entered in the system only one member of the staff is getting an email and I want all of the staff to see the tickets coming in. I am assuming this is a group setting but cannot seem to figure out where to change it so the whole teams sees these emails.

Why does Sysaid not have functionality to update an asset via API? You can update a CI but then our Asset and CI information do not match. If we were allowed to update an asset then the system would sync over that update to the CI. I think something needs to change... rather allow us to update an asset or for the CI and Assets to synchronize in both directions.

WE upgraded to the latest version of Sysaid Help Desk recently, and before the upgrade, when you closed an incident, you view would return to the Active/New Incident list. Now, it just stays on the closed incident and you have to browse back to the incident list. Where is the setting to change this back to the previous behavior where you would be returned to the SR list?

Hiya, Apologies for this, as it might seem crude and ill-informed, but I am relatively new to designing and re-arranging SysAid on the back end of things, and the self service portal is coming live very soon - I was just wondering whether anyone had any basic tips for me to get the ball rolling in terms of making the Self Service Portal more personal to our company? (E.g: adding our colours, adding custom icons etc) Any help would be much appreciated! Izzy :)

I'm trying to find a way to send a workflow notification from one action item with the values of fields from a previous action item. I have tried looking into copying fields over, but I would rather not have to do that and it isn't even working for me in the dependencies (nothing populates in the second field despite having lots of custom fields on each). The code that support kept giving me was for "GetCurrentActionItem(..)" or w/e, but I am not looking for information on the current action item, but on an action item two action items back in the chain. We are currently on the most up-to-date on prem version.

Hello all, can someone let me where the Java message come from? And how to resolve my code? I just wanting to create a SR request from a template. ---My code-- [Net.ServicePointManager]::SecurityProtocol = "Tls, Tls11, Tls12, Ssl3" $sysAidURI = "https://mycompany.sysaidit.com/api/v1" Invoke-WebRequest -Uri "$sysAidURI/login" -ContentType "application/json" -Body '{"user_name": "username", "password": "password"}' -Method 'POST' -SessionVariable websession $Body= '{ "info": [{"key":"due_date", "value":1646857974017}, {"key":"status", "value":2}, {"key":"problem_type","value":"Vulnerability Management"}, {"key":"notes","value":[ {"userName":"sysaid","createDate":1646857974017,"text":"Note 123"} ]}, {"responsibility":35}] }' $Data = Invoke-RestMethod -uri "$sysAidURI/sr?type=request&template=145" -WebSession $websession -method POST -ContentType application/json -Body $Body ---And the terminal

Hello! I've added some values in User Custom List 1. Is there a way to display these values directly on an SR opened by that user? I thought about adding a custom field to the SR and trying to somehow bring the value of the User Custom List into that field, but I've so far found no way of doing this. I've tried to assign a value to that custom field with Escalation Rules, but I haven't found a way to use data directly from the database. Thank you!

Is anyone else on Inst06us and dealing with this?

Good morning, Under Settings > General There is 'Notify the following users when a service record changes:' It says on the 'i' icon that if I am the admin and I edit the SR, I will not receive a notification. Is there a way to change this so that if I add a note, it will send me a notification? I wanted to test some things but I can't if I can't receive the notifications...

I have a question that I hope is easy for someone to help with. When we get a ticket submitted we get a email that has the field Request User: Domain\(User logon name) We would like it to me something with more information like Request User: Display name Where in sysaid would I be able to configure how that "Request User" field is populated?

FYI if you are attempting to set up and linux agent. I am currently running CentOs Stream so your mileage may vary depending on your distro. The install appeared to be successful but never actually ran. Turned out that selinux set to enforcing was my issue using the RPM from Sysaid: setenforce 0 rpm -i SysAidAgent_21.4.45.rpm /usr/lib64/SysAid/SetupAgentSettings.out --serverURL=https://sysaid.url --account=account-name --serial=serial-number setenforce 1

Sometimes, SysAid likes to add a thousands separator in the ticket number, which might be just an aesthetic issue but I want users to see a very clear ticket number. As an example, our email subject format in Customize > Notifications > Email to end user regarding a service record is: ${StatusNotification} - ${Title} The rendered subject text is: Regarding Service Record #1,037 Replacement personal phone Can we agree that the ticket number should look like this: #1037 ? Thanks, Craig

I have search to try and find this answer as this seems like it should be a simple topic, but I can't find it anywhere. We have assets that were found by the WMI scan. These are Windows 10 devices. Weeks have passed since the asset was found and the asset now has a different IP Address. When I try to deploy the agent, I get an error: Deployment to x.x.24.92 failed - Deploy command received Deploy started on machine x.x.24.92 x.x.24.92 - Failed to connect to the target machine via SSH using credentials ntdomain\Administrator x.x.24.92 - Failed to connect to the target machine via SMB using credentials ntdomain\Administrator - System Error: 53 Error Description: The network path was not found. When I ping the computer, I have found that the IP address is different (x.x.24.105)then what is in Sysaid. How do I get this asset to pick up the new IP address?

Hi all, I have locations enabled in the 'Request template', but when an end user submits a request via the self service portal, the 'Location' is not visible in the 'Admin portal' when I check the request out. As there are multiple locations that can be selected, I have created a manual location list. How do I get this resolved?

I am trying to find a way to move the "Request user" drop down field to the top of the template. So when a new incident is created we can select the Request user right away without having to scroll down then enter it in. Any way to do that?

I would like to know how to link one ticket to another. Let me explain how I wanna do it and please guys tell me if it's possible. Currently, I have two processes that I want to automate on SysAid workflow joe. The first one is the scheduling of exams, so after this ticket is complete I want to send it automatically to another department, for example, the medical one. So, the ticket will be opened again but this time to the medical department without any manual interaction. After this process is finished, I want this ticket to be sent to another department and opened again. This last step is the administrative department which will see if everything is correct and then finish the whole ticket process. Thanks in advance

Hi, I am having some problems with historical active tickets. 1 - the current active ticket report - if i ran this report for last week it will only tell me ticket that are active for last week. If I have some aged tickets, older than last week, they will not show up on the report. 2 - I also need to be able to report on how many active tickets i had at any given time. Say this week we have x amount of tickets active, now i want to know how many active tickets I had open this time last year. Any help will be appreciated.

Hi, I'm in the process of integrating Sysaid with our user management intranet application and was wondering if it is possible to filter a list of tickets by request user, enabling me to create a link through from our application to Sysaid displaying all a users tickets. For example 'https://itsupport.ourdomain.ac.uk/HelpDesk.jsp?requestUser=username' I've searched the documentation but have been unable to find an answer. Thanks.

Hi all, I know there is an option in My Settings for "out of the office, assign all new requests to...." which I can enable for myself before I go on annual leave but is there a way for me to set this for others? For example, if one of my team is on annual leave but forgot to enable that setting in their My Settings section, can I do it for them? Hope the above makes sense. Kind regards, Justin

There doesn't seem to be a good key that contains the Asset's name when viewing the details. It does list the Asset ID in multiple keys but I am needing the name of the Asset. It also does have the Asset name as part of the "network" key but that doesn't seem to always be the case. Is there something I'm missing? For instance: An Asset with the host name "PBNETWORK-1" can be queried by the API using the hostname. But the results from the query do not return any keys with the host name value. Instead the keys are of the Asset ID which in this case is something like "DELL-DNDM999".

Apologies if this has been raised before!! I have created a new view of incidents and have obviously got something wrong in the configuration as it now doesn't display - gives a blank screen!! NEED to delete, but as this the system now considers this my "default/last view" any attempts to click Service Desk - Incidents from the bar gives the blank screen... Is there some sort of admin view to see my list of vies and delete the offending one? Thanks in advance

Hello, since like 5 days we aren't receiving emails while we're making a SR . My IT colleague did a test email which we actually received but when we create a SR we aren't receiving any emails, We can receive regular emails on our email acocunts so there is no problem with our exchange server or settings inside outlook or the webmail. i've checked the settings in our helpdesk and made sure there is a mark(check icon) before the setting where you can enable sending mails to Administrators. Everything what needs to be marked on is marked. I've looked in the logs and found no smtp issue there Anyway to solve this issue? Best Regards