Product Anatomy

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.CookieContainer.Add

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

I have single sign on enabled, and it works fine... But is not working with users that have in the AD Account tab the restriction to "log on to" only certain computers. If they have everywhere, it works fine.. But if they have the restriction then it asks for the user and password, and even if you enter the credentials it keeps asking and they can't logon to sysaid. We tried adding the active directory server and the sysaid server to the list of allowed computers to log on... but no luck. Same result. Any ideas please?

I am configuring a basic approval workflow that has 3 levels. However, at the 2nd level, that person can outright approve the request OR use a secondary yes/no list to require another's review for approval. How can this "conditional" approval be configured within the workflow? Thank you in advance for any assistance. Robert

Is there a way to send a reminder notification to those assigned to an action item when it has not been completed within a certain length of time?

Hi Guys, I'm fairly new to SysAid and have been getting to grips with using Powershell to retrieve and update service records. I've been successful in the former, however when attempting to update records I am running into an issue. The script runs without error and viewing the ticket history in the browser shows that it has been updated, but the actual fields don't appear to update at all. Example below: $body = '{"id":"123456","info":[{"key":"priority","value":"0"}]}' Invoke-restmethod -uri https://companynamehere.sysaidit.com/api/v1/sr/123456 -WebSession $session -method put -ContentType application/json -body $body The scenario is that we have a number of old tickets that have an out of date priority set and we need to change them to a new one before we disable or delete the invalid priority. Has anyone else had this issue and been able to overcome it? Any help appreciated, thanks.

Hello all, I come from the spice works world, where there is an ability to match a hashtaged word like '#assign bob' in the body of the reply email sent in the original ticket email, and automatically assign that ticket to 'bob'. I've created an email rule, but its not working. I'm do not see how I can replicate this desired behavior anywhere else. Are there any suggestions? Thank you !!!!

Hello, I would like to see in the dashboard the number of Active records opened outside the working hours. I've already set the working hours. I tried using the "Request time" filter but I can choose only date and not hours. i.e. from 6pm to 9am of the next day, 5 records has been opened. I want to see this on a dashboard chart. Can anyone help? Thanks

What is the correct query ? {"userRefId":12,"userSecurityQuestionsList":[{"id":18,"question":"------", "answer":"1234"}] }

Hello SysAid Support, We are using SysAid with an on-premise server dedicated for it. Email integration is set-up, and was functioning well until a few months ago. We are using the OWA option. The IT staff still gets emails from our SysAid, but only for this reason: * A service record #(number) has been escalated The person who opened the service record (and only him\her) is receiving email from SysAid when: * New Service Record # * A service record # was changed to Closed * A service record # was changed. The problem we encounter is that no one can open a new service record by sending an email to the email address we set in SysAid's integration settings. I would highly appreciate your help, as this is a major issue for us and might result in moving to a different ticketing system altogether, if no resolution will be found. Thank you, Nir Brener.

According to the documentation, we should be able to retrieve the action items for a given service request using the following URL: GET/action_item?view={view_name}&fields={field1,field2..}&type={type}&archive={archive}&ids={id1,id2..}&staticFilterId={filter_id}&{filter1}={filter1_value}&{filter2}={filter2_value}...&query={search_criteria}&offset={offset}&limit={limit}&sort={field}&dir={dir}... The only required parameter is ids - a list of comma separated SR IDs to return their action items. However, when I issue an authenticated request to the URL above, I always get a 500 response code with the payload below: {'status': 500, 'message': None} What could be causing the server side error? References: https://community.sysaid.com/Sysforums/posts/list/13563.page#ActionItem https://community.sysaid.com/Sysforums/templates/default/help/files/Guide_REST_API_Details.htm#Getactionitems

We have Chromebooks, iPads, etc we loan out both short term and long term. Is there functionality in sysaid to allow me to capture the person's info and device loaned to them? And to see reports of what is in vs out and what gets checked in and out the most?

I've searched and read through forums, I see the screenshot capability is described as using F11, but that doesnt work for the Mac. It seems F12 takes a screenshot, but I'm not totally sure if that's from the SysAid agent or not, but if I click the SysAid icon in the task bar, it makes the same sound (assuming it's taking a screenshot). I cannot find any documentation on how to use this feature though. If I just click the icon or use F12, where does the screenshot get stored, or does it even get stored? Thanks

Hello All, Our organization is looking to open SysAid to a client and allow external customers to submit tickets via a portal. I've managed to get this setup so a customer can register their own account, however once the account is created for the customer, we'd like to limit the available categories they can select from the catalog. What I did was setup a new company and limit the catrgories for whoever is a member of this company, however, when a new registered account is created, they do not have the option to select their company and so all categories become visible. Is there a way to configure registering new customers to specific their company at the time of configuration? Is there a way to limit categories for new customer accounts, or perhaps force them to select a company? We wish to only allow them the selection of one or two categories, but by default they are able to see all. I attached a photo of the required fields when registering. Perhaps there is a way to include

Looking for a sample image of a workflow history to help determine whether we could switch to SysAid as a tool. We have big auditing needs. Thanks in advance!

Hi all, I'm a pretty-new SysAid user. I would like to create report on PowerBi with the ticket data of SysAid. I searched for PowerBi Extract and I cliked on GET IT inserting my data. What do I have to wait? Should I expect being contacted by email with the add-on link or there's a way to download it or install it in my environment? Thanks

does anyone have a script that works? I have found one in the forum posted back in 2017 and that script does not work.

We're hot on the heels of launching the new Workflow Designer which will be enabled for cloud customers in the coming 4-5 weeks. For on-premises customers, it will be enabled as part of our July release - stay tuned for more information. To get a head start on building or modifying your workflows, check out this 3-minute video tutorial or the online help page.

Hi i just want to know how i can have access to this feature et which right i must have thank you

Hi Im trying to create an SR using the REST API via Postman (initially), however although the SR is created not all the fields are updated. I know the values exist and match in the SysAid system. From the below sample JSON, the problem_sub_type and third_level_category fields, and the custom field CustomColumn405sr date/time field don't update (also tried the update SR API - I get the same result). POST /api/v1/sr/ application/json { "info": [ {"key":"problem_type","value":"Backup"}, {"key":"problem_sub_type","value":"Generator"}, {"key":"third_level_category","value":"Fault"}, {"key":"title","value":"Test SR"}, {"key":"description","value":"Generator"}, {"key":"impact","value":"4"}, {"key":"urgency","value":"4"}, {"key":"CustomColumn405sr", "value" : 1617788641080} ] } Create API returned 200 Ok and the JOSN of the created SR. Update API returns 200 Ok and '1' in the response body. Please can som

The past weeks we started seing a message will fail randomly with this error. Your message failed: Could not convert socket to TLS OK We are using office365 as mail provider. Any ideas where to start looking.?

We updated Sysaid to v20.3.64 b14 a few days back and my colleagues are now reporting to me they get some strange formatting in the notification mail. Anyone seen similar like this. /* Font Definitions */ @font-face {font-family:"Cambria Math"; panose-1:2 4 5 3 5 4 6 3 2 4;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0cm; margin-bottom:.0001pt; font-size:11.0pt; font-family:"Calibri",sans-serif;} span.EmailStyle18 {mso-style-type:personal-reply; font-family:"Times New Roman",serif; color:windowtext;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page WordSection1 {size:612.0pt 792.0pt; margin:72.0pt 72.0pt 72.0pt 72.0pt;} div.WordSection1 {page:WordSection1;} --> And then the actual message.