Product Anatomy

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

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!

Hi Does anyone know if it is possible to change the format of the Service Desk Templates > Workflow Notifications to match that of the Customize > Email Notifications? I have created a new set of Email Notifications that are a massive improvement on the original default plain text ones, and so far are getting great feedback - apart from one downside. We have a Material Request template that, once filled in and submitted, sends an email to a particular manager for approval. This email is generated within Service Desk Templates > Workflow Notifications but is just plain text with no way of setting like the main emails. Is there a way to improve this or would it be possible to do this in a future release? Thanks

Hello, I'm using SysAid Free. I see in Custom Notification the following notification that send email to end users at every SR status change. Name: "Email to end user regarding a Service Record" Subject: ${StatusNotification} Is it possible to configure SysAid to send email notification at every SR change, not just status, for example: new activity change priority change urgency Thanks Regards Christian

I am having an issue where the Request User drop down in a New Incident is missing several of our users that are in the End User list. I have not applied any filters or made any changes to the New Incident form so I am not sure what is causing this. Does anyone have anything that they think I should check? Steve P.S. - I just noticed that I put the wrong field name on this. I have corrected it.

Hi I have created some new email notification templates to improve the way the information is relayed to the end user. I created them in our sandbox environment for testing and then transferred to out live environment when approved. One thing that I have noticed is that in the sandbox the notes are in the order of newest at the top, but in live the newest is at the bottom (see attached images). Is there any way of reversing this in live so the newest is at the top? I thought there was a tick box somewhere for this but I cannot find this now. Many thanks

We'd like to automatically generate a Request based on an email account instead of an incident. A) Is this possible? 2) ITIL is responsible for all of society's ills.

We have a group that divides up their tickets by location. So one tech is responsible for these locations, another is responsible for other locations, etc. They view their tickets filtering only the locations they are responsible for. However, lately some users/tickets are coming in with 'blank' locations. So things are getting missed. These users submitting the tickets are emailing in, and I can see these users in SysAid, with a location listed. But the location field on some of their tickets are blank. It is intermittent as well. If anyone has any ideas on this, I'd be most appreciative. Kind of stumped. This is an on-prem instance, so I have rebooted the server already.

Hello. I installed Sysaid on a server and installed the agent on all the machines in my LAN. I would like to know if it is possible to have a complete list of all the software installed on all the machines of the LAN using the POST or GET calls thank you

Hi Everyone, Random Admin users are experiencing "Internal Error No#67", we noticed this started happened after we started customizing Views. Any help on this topic? So weird it is only happening to certain admins not everyone.

So we have an issue with our sysaid helpdesk LDAP integration. We use sysaid's password reset portal service with it's native text provider and it works great. The only problem is our LDAP connection overwrites the number a end user puts in themselves in the self service portal with the number in AD, so I was wondering if we could have a LDAP connection made to sync data both ways. Essentially my current idea is to have a second similar LDAP config that only syncs phone numbers both ways. Is this possible? Also, is there a better way? Any help would be appreciated. Thanks, Kyler C.

Hi Could someone advise what REST API call I use to download/retrieve attachments against an SR? Thanks in advance

Hi We are in the middle of streamlining out SysAid instance to make it easier for our end users and admins to use. One of the messier parts is the Closure Information box. We have several departments using the software and all need different reasons for call closure. This has resulted in us having a long list of reasons. My question is this: Is it possible to have a different list of closure reasons depending on which department or 1st level category is being used? Any help or advice would be appreciated. Thanks

Hi Is there any way we can chage the tooltip text (the little pop-up when you hover over something) so that it can say a bit more to help our end users fill things in. A lot of the time they leave fields blank because they don't know what to put, which wastes a lot of time for us having to chase them to get the info. If we could put a better description or short example it would help. Thanks Lee

Hi all, I'm using Postman and when calling the API (GET /...sr?view=CAFM Update) to get a list of SRs matching the 'CAFM Update' view, I get an error 500 response: { "status": 500, "message": "Failed to load list of service records" } I can successfully use the GET /...sr?view=CAFM New API call to return SRs matching that view. Could someone advise what the error means and how to resolve it? If I try to use the 'CAMF Update' view in SysAid portal, I don't get any results - could this me what the message is saying? This is an issue I need resolving ASAP so grateful for any advise you can offer. Thanks

hi. I need to run a script (.bat) when a request is submitted. i am an administrator and i am writing a code in groovy in tab "trigger" (field customizzation) but i don't wnow the sysntax to call a script. thank you