Product Anatomy

Hi, My installation send mail through an office 365 account, protocol oauth 2.0. Build v20.4.74 b10 To receive mails with attachment works fine, but if I try to send a mail with an attachment is impossible, only text mails. Anyone has similar problem? Thanks.

Hi all, i have searched a lot but can't find a solution to the following problem that occured since last few updates (on-prem version). If an end user responds to some ticket and his mail program sends it as rich text only than the admin receives an empty mail notification. It happens only with rich text answers. If the user sends his answer as html than everything works okay and the complete mail body is there. Does anybody know what has to be changed in order to fix this issue? Thanks in advance. Max

hi there I have problem when I want to get information via REST in python requests I don't know which protocol should I use for Authentication from browser I can get api responses because I can logged in via login page but in python code I can't login because in python I have to define api authentication protocol for example oauth1 or basic or ... I tested with basic authentication but I got error I guess sysaid doesn't support basic auth please help

We have an asset group that is used to identify laptops that we loan to end users. I would like to pull the asset group name into the CI record so that we can easily filter based on that group name. I cannot find a way to import that field since it says that it is a Medium Text field and there is an error if I try to pull it into a Short Text field. Any suggestions for pulling that field? Thank you.

Hi All When we run the SNMP scan on a device that has SNMP enabled (we're currently running the scan on one of our switches) we return no devices. Can anyone help check where we're going wrong? Thanks Ash

Good day! I am looking at setting up a approval workflow process for new users coming into the company. Other than having people approve the process along the way, i also need it to generate tickets for several different items. How would I go about setting this up? Thanks!

Всем привет! Столкнулся с такой проблемой: почему перестали приходить уведомления на почту о новых тикетах. Использую версию SysAid v7.5.05 Бесплатная. Попробовал настроить как указано тут https://services.sysaid.com/Sysforums/posts/list/4752.page не помогло. Буду признателен если поможете.

Hello, Im trying to adjust the change ticket layout so it would inlcude the field "Due-date", how do i acomplish that? I thought there was some place where i could adjust the fields that are used/displayed but i cant seem to find it. Regards,

Good afternoon, I had chatted with someone from SysAid support and they had mentioned that they would update our account to be able to send us a copy of the database for our own use (since i wanted to create some reports that are not possible via the sysaid reporting module, but i can't seem to find where the database was supposed to go into. Would anyone have a clue where i could find it? Thanks

Hello SysAid I have a problem in my escalation rules! None of my many rules still work after the update to version 21.4.44 b88! I saw that there is a new field "fashion" and I think it has to do with that. Here is an example of one of my rules: Escalates service data records with status Active, Weight = 0 Is triggered 0 hours 1 minutes before DueTime. Set the following fields: Weight = 1 What do I have to do to make it work again? cheers Karlson

Hi I might sound a bit thick here, but I cannot find how to enable the survey on the closure emails. We have it enabled in our testing sandbox so we could design the survey to suit our needs, but now trying to put it in the live envirnoment and I cannot find how to turn it on. There used to be a tick box in Service Desk > General but it has disappeared. We are using cloud version 21.4.50 b44. Any help would be great. Thanks

WHAT IS THE OPTION OR ROUTE TO CREATE A TEMPLATE WITH CUSTOM FIELDS. ¿SE NECESITA TENER LICENCIAMIENTO ADICIONAL? WE HAVE VERSION: v20.1.14 Pro Plus Edition Thanks Keny

Is it possible to create an email rule that will auto assign the Admin group if another email address is listed in the To field? Example: User emails both helpdesk and user@company.com - Ticket gets created and auto assigns the Admin group. We are working on not having our helpdesk have to touch every ticket that comes in. Creating a bunch of different email address for support isn't an option at this time.

How can I get my SysAid tables into an Access Front End? I am much more familiar with access so I can create custom reports on the fly as needed. Thanks. LJ

So, I've managed (I think) to get Azure AD (MS365) integrated with SysAid. I say this because the 'activate integration' slider goes green when selected. I have selected three fields 'username', 'surname' & 'email' for mapping Azure to SysAid. When I click on the import now icon nothing appears to happen! What should I be looking for to know if the integration works? Where are users imported to? Perhaps I'm not fully understanding the integration function. Thanks. Edit: I managed to figure this out. I can see that the users have been imported. I was checking in the wrong place :(. Thanks all for looking.

I have seen some of the API integration topics on SSO using ADFS from a few years back. However, it appears the new chosen technology is to use Azure. Has any effort or analylsis been performed to look at integration with the Azure AD?

Hi We’re using SysAid MSP version , can we import user from multiple office 365 tenant users? And which SysAid feature is relative to office 365 or Azure AD? Tks

First, If this post is in the incorrect category - please move it or tell me where the appropriate form category this should go in. I am wondering if there is anything with in Sysaid that could be integrated or something that already is that we may not be utilizing. I am the main person who takes new user/termination/change requests. For our New user requests, we have a form on our intranet that sends an email to us and the manager for approval. Once approved by the manager I create the new user in our phone system, ad and then our in house software. I use a small program that was created by a past employee that will generate the new user account for ad, create a temp password and send an email. The problem with this - is it is all tracked through email. Is there any tool or anything that is already integrated into sysaid that could make this process a little more manageable? Also the Changes and Terminations are dealt through email. The reason I don't have them switch over to sysa

Hi, is there a link to download sysaid v7.5.05 for linux? Thank you in advance.

Hope that's not a dirty word here :) . I'm charged with determining whether our help desk ticket system can be transferred from TeamTracker to SysAid. In particular, at one point we have two sub-tasks "waiting for approval". When one is approved, it cycles right back into "waiting for approval". When the other is approved, it is also sent back to "waiting for approval", but now that they're both approved, they "auto-transition" (TeamTracker's term) to "Approved". I need to know if SysAid has this functionality and would much appreciate anyone who can tell me. Thanls!

I recently upgraded to Ver.19 of the On Premise SysAid system and I have noticed an issue with Templates in the Self-Service Portal in that they are not appearing in the Template Drop Down. I do not believe this was an issue before the update to V.19 as I had several users submit tickets using a template that I made just for them. If I switch back to the End-User Portal then the Templates appear fine. Any ideas? I have double checked that they are all visible to the correct users and groups.

When an end user submits a ticket, they recieve an automatic email with information about the ticket they just submitted. I would like to add a link to the service record so that it links to the self-service portal when clicked. I have not figured out a way to do this. I tried adding this to the email template: http://SERVER_NAME/servicePortal/SRview/${ID} but when the end user clicks the link, it just sends them to http://SERVER_NAME/servicePortal instead. I have found previous form posts to create a link to the end-user portal, which is this: http://SERVER_NAME/EndUserSRView.jsp?id=${ID}&EndUserLink=YES and that works fine, but I would like a link to the self-service portal not the end-user portal. End users submit service requests using the self-service portal because it's much more user friendly than the end-user portal. Having a link to the end-user portal just confuses users.

How to hide the NEWS post in end-user portal ? Please see the attached image. https://ufile.io/mht66 Thank you, Noraset

From the End User Portal > View Your Service History, end users are able to see a list of all the service records (Incidents, Requests, etc) they have submitted. When clicking on "Sub-Category" to set a filter, not all available sub-categories are listed. Sub-categories that are only available as a request are missing. Is there a way to add request subcategories to this area? Under Service Desk > Categories, the categories are enabled in the EUP, and are visible to all users groups and admins. Any help is much appreciated. Thank you!

Hello. The problem is the following: when I insert a news item, it is visible only in the EUP and not in the SSP. Has it happened to someone yet? All configurations seem to be correct. I tried looking in the forum but I did not find anything about it Thanks.