Product Anatomy

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.

Hi Guys, I was just wondering whether we could remove this banner from the top of the Self Service Portal page? As you can see we have removed the buttons and the search bar, but the empty banner still remained, and it looks quite clunky and out of place. Any suggestions on how to remove it would be much appreciated! Thanks! Izzy :)

Hi, we just switched over to Office 365 and I'm having trouble configuring SysAid's mail settings. I was sent over some articles but couldn't make it work. We have on-prem install. I've attached screenshots of our current configs that are not working. The mailbox is filling up fast. I have a couple of service records open but have not been contacted yet. Any suggestions would be appreciated. Thank You

Is it possible to prevent Administrators from assigning their tickets to another Administrator? I've been looking through the settings, and if it is possible, I haven't been able to find out how. Thanks!

Wondering why the agent doesn't collect the software vendor when it does the inventory. This is crucial information for running reports. I know that i can manually create this in the software section. Currently in the process of creating my own report that will pull from the database since your software reports don't exist barely at all. Would like to add a request to have the agent updated to pull in the Software Vendor when it does an audit.

I've only recently enabled the third-level categories and have started adding them to existing categories. Where we don't have anything else to put in the third-category for a particular sub-category, I've added an "Other" entry. I would like to easily backfill this "Other" entry to all previous tickets for those where the third-level category is now blank. Is there a way to do this? As an aside, I want to move a current Category to be Sub-Category of another Category, and use the existing Sub-Categories as third-level categories. Is there a way to do this? We are using the cloud version.

Did you know that SysAid’s Self-Service Portal, which is the modern and more sophisticated cousin of the End-User Portal (EUP), was launched a couple of years ago? Literally thousands of our customers have enjoyed the benefits of this tool and now it’s time for you to do so too. With any legacy solution comes its limitations and security risks. This is why we’ve made the decision to sunset the EUP, so that you don’t become exposed to these vulnerabilities. Not to mention, the Self-Service Portal is just way better. These are the critical dates of our sunset timeline: Cloud customers: December 2021 On-Premises customers: Q1 2022 release Looking to learn more about what a SSP is all about, read up about it here. : Also, be sure to join our webinar on

Hello SysAiders! I received a request from a user who was wondering about "adding two emails" to a submitted ticket/request so both the requester and a third party (non-requester, non-admin) also receives email notifications on status changes, etc. To lay it out: User 1 submits a ticket/request. User 1's boss, (User 2) wants to be kept up to date on the progress of the ticket/request and receive the same email notifications as User 1. How can I loop User 2 in without making them an admin and without figuring out some weird way to setup email forwarding rules in User 1's Outlook? Thank you for any ideas! :)

Good morning! How are you all? I was wondering if anyone could help me with sending data to the database when a certain condition is met. For instance, when a form is completed and submitted, the data in the form is transformed into JSON and sent to the database or I don't know, just stay put to another application take the data and etc. I'm sorry if this is a dumb question, I'm pretty new to this application. Thank you im advance. =)

Afternoon All, After much testing we are finding that Direct Connection works better for us. We are using Sysaid On-Prem and our office is still 100% remote. RCG can be a little.. problematic at times and Direct Connection is just more reliable for us at this time. Does anyone know how to make Direct Connect the default method on the RC tab and how to set the checkbox for encryption by default? Thanks John

Hey, So I created a department and applied all users and a Department supervisor to this group. I am trying to have it show all tickets from the first submission of any of these end users. Is this possible to do or will it only show the most recent tickets from a certain time or date? Thank you!

I'm thinking this is a feature request/bug report, but here we go: I would like to add three more fields to the top panel (Request User, Assigned to, and Admin Group) and that's easy enough to do. However, while they save to the list (so there are now 12 items listed), the top panel doesn't resize to accommodate these 3 new fields. If I swap the 9th and 10th items (Submit User and Request User), Request User will now display in the bottom-right of the top panel. I don't want to remove even 1 of the existing items; I would just like the other 3 to appear as well. My question is this: what can I do to make the top panel resize on it's own or what do I need to edit to make it the size I need it to be? I lean towards this being a bug rather than a feature as I can customize the list and add more options so I would expect the panel to resize as needed. (FWIW, I tried to search for an existing post but I didn't find anything.)

Hello, I'm trying to update an incident via RestAPI within my C# application, but i get an error message: {"status":500,"message":"null"} Below you can see what code i use public void saUpdateTicket(string saTicket, string TDTicket) { string someUser = "********"; string someAccount = "*******"; string somePass = "*********"; SysaidUpdate saUpdate = new SysaidUpdate(); saUpdate.id = saTicket; var objLogin = new Login(someUser, someAccount, somePass); var client = new RestClient("https://<SERVER>:8443/api/v1"); var loginRequest = new RestRequest("login", Method.POST); loginRequest.AddJsonBody(objLogin); var responseLogin = client.Execute(loginRequest); client.CookieContainer = new System.Net.CookieContainer(); var authCookie = responseLogin.Cookies.First(a => a.Name == "JSESSIONID"); client.CookieContain

We recently moved from exchange 2013 to exchange 2019 and incoming email integration is not working. On 2013 we were using IMAP with SSL encryption. I've tried the same setting when connecting to the new server as well as every other combination of protocols and encryption levels. The most common error message is "Remote host closed connection during handshake." I wasn't the person who set email integration up with the old server, so I could be missing a step. Are there any certificates that need to be installed between the servers? Are there services that need to be restarted? Is there any place other than the Integration > Email > Incoming Email tab that holds these settings? Thanks for any help or ideas.

Hi, Can someone help me out on the following: Our customers aren't disciplined enough to send all queries to the support address. So we often get support requests into our personal email addresses. We then forward them to the support address... Is it possible for Sysaid to recognise that these emails are forwarded from our accounts and thus create a ticket but use the orginating email address as the contact? Thanks,

I would like to ask how can I retrieve the attached file from Service Directory? I haven't found how I can use the REST API to retrieve the attached file.

Hello all, we can't submit service incidents with video. The self-service portal opens, but without the video, no matter which browser we use. We appreciate any ideas to solve the problem. Many regards, Anette