Product Anatomy

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

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?

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.

Hi, we are just going through the configuration process with newly purchased SysAid Cloud. I have been viewing what videos are available and there is one on Service Center. How does Service Center relate to SysAid, if at all. Thank you for your time, Heidi

Hello, I've just noticed that when I am closing a ticket for another Admin, the ticket is automatically assigning itself to me. I tested this and it seems all statuses with the Closed status perform this action? How can I make this stop? We handle tickets for Consultants and use them to match invoices, and this will cause a large issue. I don't know how long this has been happening, so please help as soon as possible! Thank you,

Guys, I'm trying to list all the calls that have already been opened on SysAid, by the postman, but I'm not getting it.

Admins can attach files to an SR, using the control in the Attachments field in an SR form. This can be helpful for attaching log files or images, gifs, or videos that illustrate the issue that the user is experiencing. Here’s what the old attachments UI looks like: This functionality has been significantly upgraded in the latest release. For starters, the attachments are now displayed in attractive icons that indicate the file type instead of just the text of the file name. Furthermore, admins need not download files to view them. SysAid now offers a gallery view that allows admins to quickly preview the attached files directly in the SR Form. But perhaps most importantly, admins can now drag and drop files directly into the Attachments area for a faster and more pleasant user experience. This is all in keeping our focus on providing a cleaner, more modern UI, a more pleasant user experience, and finding ways to help you work more efficiently. For more information abo

I'd like to be able to click on a link in the notification email I get for a new SR, and have it open up the SR page for that request. I figured I'd actually already be able to do that manually in the custom notifications area, but couldn't find the variable name for the SR number and also didn't know whether the URL was built using the SR name, so I couldn't build the URL. Thanks Dev

We are looking at turning on the ability for end users to close thier own tickets in the portal and I noticed this in the help guide: Allow end users to close an incident/request; and then change their statuses to If enabled, end users are able to close incidents and/or requests they've submitted. You may choose the category these closed incidents/requests receive (e.g. "Closed by end user"). How to I choose the category that these get? I can't find that anywhere.

I have configured some charts in the dashboard to dsiplay information grouped by "Assigned to". The charts work very well but the Admin username is only displayed in the DOMAIN\username format. I made some tests and charts will only display Admins username in such format no matter how the user name display method is configured in the Customize>Appearance configuration page. I have tried "First and last name", "login name-first and last name", "Last and first name", etc but the charts only display the using the mentioned format. Have any of you managed to get the charts display the admin username in a different format?? We would love to display the admin user name just as the SysAid field user name (username format) and not as the User ID SysAid Field that uses the DOMAIN\username format. Is this possible?? Look forward to your comments.

Hello, Is it posible to set request user (or any other field) by passing a variable on the incoming mail subject or body? Thanks, Alex.

If there a way to put a "verification" field in to a form and have a check to make sure the info in both match? Example enter name: and then confirm name: I'm sure the technician can confirm that they match after the form is submitted, but I was wondering if there is a better way to do this. Thanks, Chris

Is there a way to pull a report that shows what email rules were run? We are just starting to use email rules to auto route tickets and would like to be able to show how many tickets are now being handled that way.

Afternoon, I've been trying to customize out a new employee template. I'd like it to show some default text in text and text area fields. I thought it was in the Default value area when I added a field to a form, but it is not displaying Any leads are appreciated John

I would like to be able to create a report that shows how many views each KB article has. Is there an easy way to do this?

Hello, does anyone have a working example of a setup where the user receives an email notification with a reminder, when a case has been "waiting for user" for xx days? In addition to this, maybe also the ability to set the case to "Closed" after additional xx days? This would help us clean up our tickets...

Dear User, I'm new sysaid user, I need to add a new custom field in the form incident where we save the time of insertion of the ticket. I know that the time is in the "insert_time" but as I define the new custom field? Thank you!