Product Anatomy

We use the Matrix a lot,but after the update the view is just blank. If I try to swap the headlines around we can see the data. Our original matrix view is like this. ]https://ibb.co/7kQpm2h after changing the horizontal and vertical sections (with a lot of - you cannot do that...) we get this. https://ibb.co/S0dG19X Anyone else having issues with the Matrix view after the latest onpremise update?

When we have users submit an incident, we like to collect the IP Address of the machine which they are on. Currently it is a manual process. We know SysAid has some knowledge of this address as we can see it for the assets under ASSETS ==> ASSET MANAGEMENT ==> ASSET LIST, but are told there is no way to populate it on the ticket. Has anyone figured out a way to get this to work. Thanks, Randy

Hello, I'm new to SysAid and I'm hoping someone can help point me in the right direction. We're using it primarily for Incidents and Requests (Help Desk). With Incidents I was able to add the Activities field for our staff to track what they've done on an incident and the duration they worked on it. We haven't been able to find similar functionality for requests. In particular, I need to find a way to show a field on all requests (basic or advanced) to have them track their times. We bill back to our supported sites and need to document how long we spend on each ticket. Thanks ~Jacob

Hello, I am running a report which requires me to retrieve items which maybe expiring for a month ahead. So for example, on March 1st, I would like a report to run which will show me expiring items for the month of April. This will give admins enough time to review and renew items. In the Date Range, there seems to be plenty dates in the past like Last Quater, Last Month etc. but i would like there to be Next month or next 60 days etc. Can this be attained with the current setup? Corey.

Hey all, I get a lot of lines like: 2020-02-27 11:26:58,220 http-bio-443-exec-63 ERROR [sysaid] [SysAid Server] com.ilient - EmbeddedServiceStatusServlet: Empty payload. Aborting. in de sysaid.log file. Anyone else having the same "issues" or is this a normal entry? i cant find anything about this on the forum or google... sysaid is up and running normaly but i see that line a lot in our log file. Greets, Stefan

Hi, We've had a random Asset Group picked up from somewhere and I'm unable to delete it from Asset Management > Asset Groups > Select > Delete. I've been able to create and delete other groups to test the function, but this one doesn't appear to be able to be removed. It did have some assets assigned to it, but I've moved these to other groups thinking it was an asset issue. I've also put dummy assets in the group thinking that may help me delete it - but without success. When a group is selected in the asset, additional "webding" groups are visible. It's really messing with our layout ...and my OCD. Any advice would be appreciated. SysAid Build: v18.1.54 b3

What is the best way of getting an incident to change management? We have several tickets that come in that require the approval change management. These are routine requests but still need to be logged in our change management system.

Hello, We are looking to establish a incoming email rule that when a certain keyword (evolv) comes in that a rule is started where it creates a case and sets the status to a new "case forwarded to netsmart" status and closed. It then takes the contents of the email and forwards to a external email address. Is anyone able to help me with this?

Is there an endpoint to get a list of attachments so a SR via REST? I find an end point to create the attachments, but nowhere to get the attachments.

Hello All, Trying out the free trial of Sysaid running the Saas environment. I installed the RDS installer on my Windows 10 machine and noticed that the RDS instance does not appear under RDS in the Network Discovery settings. What am I missing? Also, when I install the Sysaid Admin tools and enter my URL, Account name, and serial number, it says those are invalid. What am I missing there too? Thanks for any help. Jerry

When adding 'Category' to the visible fields on the Request form within the Self Service Portal, it adds three levels. Is there a way that you can have it setup so it only adds two levels? Thanks in advance

Hello I've set in the subtypes a new request template called "New employee". In the self service portal, I configured a new item that link to the template ID 10 (the id of the "New employee" template). In the self service portal everything is showing (icon, description etc.) but when it comes to open the item, it shows the basic template and not the template ID 10. Any guess on how to solve it? Many thanks!

Hello, we have a following problem. So we wanted to Import a Excel.csv data to the categories, but we don't know which seperator we need? With a ; "simicolon" it doesn't work, so can someone help us? Greetings Aron

Hi, I have a chatbot which opens tickets on Sysaid, so we use its api to create the session before open the ticket. But takes 60 secs to open this session. How can i improve the performance?

Hi, We have a question on how does the auto ticket despatching and routing work, what takes priority ? For example if we have a group of admins in a single group but from location 1, 2, 3 and 4. Someone logs a ticket from location 3. Help desk routing is setup to say tickets from location 3 goes to admin in location 3 I'm asking routing takes priority but we'd like the best of both worlds, where we want the auto despatching to work in the round robin way across all admins but with a bias to admin location. Is that possible ?

Hi there, We are looking to implement Service Requests, the issue I have is that I do not appear to be able to have my engineers raise activities to the Service Request. Is this possible? It is essential that I am able to track time on the individual requests. Many thanks, Rysz.

Hi All, can I add more sr.cust_list options to the translation file e.g. sr.cust_list3=Device Type sr.cust_list4=Components because if I do it does not show in the system when I upload the translation file, is there something I'm missing or is it just not possible. Currently running latest version of SysAid 7.0.04 If anyone can also help me out at /Sysforums/posts/list/5077.page thanks all Warren

Morning, Is there a way that you can have an Incident template within the Self Service Portal, set as the default template for a specic set if users? Please note nt all users will need to see this template. I have creatred a Sub Type and also added the fields I want to the template, but unable to see how I can apply that for certain users. Help appreciated.

Hello , This is my first time here, Sorry if I'm not in the right place. i have some windows 2012 r2 server with Sysaid installed. they have high cpu usage. Can you help me ?

Hello: Is there a way to add a block of text on the incident template to provide the end users instructions or additional details when they submit? This is under ADMIN ==> SELF SERVICE PORTAL ==> Incident Submission Form. Thanks

We seem to have a puzzle with formatting tables to appear correct in Outlook. The section I am referring to is under Settings (Gear) > Customize > Notifications > Specific template name for the administrator and user notifications. When looking at the code in an html editor it looks great (see images). When the email comes into O365 Outlook, it looks as if the tables are blown up to 3-4-times in height/size that they should be (see images). Same view issue in Outlook Mobile. When looking at it in Outlook Online, the table is formatted properly, but you need to scroll down 2-3-pages to see it. Other mail systems (e.g. Gmail) seem to show the formatting properly in email online. Reference attached template: administrator-template.txt Open to suggestions as we have tried several different approached with no luck. Everyone uses Outlook with a few using Outlook Online, so getting it to work for Outlook is the goal. Thanks!

As a department manager I find myself constantly changing my filters. Is there a way to save filters settings to be used as a single click. for example see all new cases. or see all cases assigned to user xxxx or whatever. Thanks

I am unable to read images on the gallery viewer when displaying attachments. I dont want to have to download all of the attachments before "viewing" them. It defeats the purpose of attaching them to the SR. I want to quickly be able to review all pertinent images to the SR. Anyone have any solutions?

Recent Reports - Activities by Administrator file say "Running" and I can't get the report.

On my sysaid I have created some custom action items/text boxes to our request forms and I was wondering how I would go about adding those boxes or any boxes to the SRview when someone is looking at their SR's in the SSP. Right now when someone looks at their requests in the SSP they only have the Description box and attachment box and that's it. I want it to display more information than just the description box.