Product Anatomy

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!

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.

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.

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.

Hi, We are looking to implement a better knowledge management solution with our client and after walking through initial agrement on how we are going to manage this, they have an issue with articles being available to view by any ATS admin prior to going through some kind of review. While this can be controlled in terms of publishing to the end user portal, their concern is around ATS admins being able to see them. Is there a feature request logged to have some kind of approval flow for KB articles prior to them becoming available to view for all ATS admins? Failing this, I am looking for a workaround. I was thinking one way would be to create a ticket using reminders when a new artle is created using the KB article expiration date (including the setting of the exiration date as part of the process). It appears reminders do not work for this date. I tested by setting the expiry date of an asset and the expiry date of a KB article to the same date and set up two almost identical rem

Hi SysAid Team, I am using end-user portal to let end users opening a request like new comer workflow. After requester submits a request, it is needed requester's manager to approve. However, manager cannot see the request in 'View Your Service History'. So, this request is never get approval. How can this manager approve the request ? P.S. I am using v17.3.57 b2, on premise version. Rgs, Noraset

We are trying to make our VPN requests available in the end user portal but we need them to see and acknowledge the policy for these accounts. Is there any way to link to or display the policy document in the form that they submit?

Hello everyone! I need your help. I'm creating a workflow for a request and sending custom email with alert. Up to here everything works well. The problem occurs when the end user clicks on the link in the email to view the request on the portal. Although i have disabled the "end user portal" in the in the SysAid settings, that link opens the request into the "end user portal", instead in the "self service portal". The link refer to the varaible "$LinkToSubTab"as written in the guide. Has anyone ever encountered the same problem? Has everyone a solution? Thanks

Hi Everyone, Its possible to improve the EndUser Portal with a better look? I don't like the default look&feel of the portal, for me it's from the past. I wish like to have a refreshed portal, clearly and intuitive. Do you have another face of the EndUser Portal in your enterprises? Can you share with all of us? Thanks.

Hi, not all messages shown in Messages list of Incident in End User portal for the Company Supervisor. How to allow Company supervisor to view all messages in End User portal? Sysaid version 17.3.57 Pro Plus Edition

So we're using the cloud offering of Sysaid and it's been working fine by and large. At some point yesterday evening we lost the ability to log in as an admin but were diverted to the 'full' login page. When trying to log in further, we get an error stating: "Failed to authenticate user due to a communication problem." ADFS still works for O365 and normal user accounts can login to the helpdesk without issue. In fact admin account can get to the end user portal but not the admin portal. I've reviewed our ADFS servers and can see nothing awry. To be safe I've also thrown them for a restart but no change. O365 and user portal is still working. Any suggestions / ideas would be appreciated, folks.

Our wonderful, technologically advanced users seem to think that "Title" literally means their job title. How can I change the end user portal "title" to read "subject". I am willing to change it everywhere in sysaid if necessary if changing it just on the end user portal isnt possible. Thanks ahead of time!

Hello, I'm trying to figure out how to send an automatic notification to the user when the urgency gets changed by an admin. I looked at the list under: Help Desk Settings -> General -> Notify the following users when a service record changes: -> Request user -> Status changes to Sadly I can't find the urgency field here. Does someone have an idea where to look? Thanks in advance.