Product Anatomy

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-method put -ContentType application/json -body $body The scenario is that we have a number of old tickets that have an out of date priority set and we need to change them to a new one before we disable or delete the invalid priority.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"}] }

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

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.

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

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 a

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