Product Anatomy

Hi, I've seen the "open service records per day" dashboard - I wanted something like "active service records per day" or "closed service records per day". Both would be nice to have ;) Thanks and best regards, Sven

I'm new to SysAid (took it over from another guy who started to implement it and got busy). I'd like to do whatever is needed to allow this field to be auto-populated. Is this an issue of needing to install the agent on the machine that submits a request? I can't find documentation to know everything that's needed to get this to work. I also looked in my inventory and only see a few machines in there, so obviously it's something with an AD sync not working/running and/or maybe needing the agent on the machine? Any help?

Is there a way to allow users to respond to ticket updates, but not create/reopen tickets by email?

I attempted to find best practices or similar questions in the forums and documentation but couldn't immediately find it. We have a large amount of end users for a "Domain" "Company" (whatever you want to call it) that we no longer provide service to. Those end users originally we brought in via LDAP integration. Disabling them all seems like something I should do ... right? Deleting them seems like it will break their ticket history? I'm pretty new to SysAid Administration, and I don't have a colleague who knows more about SysAid to lean on. Not asking you to solve my problem for me, Just point me to the right Best Practices Documentation for this kind of situation, or the risks, rewards, for disabling/deleting these end users.

Hello everyone, as new members of the SysAid community were were hoping someone may have some guidance. We are running a Win 10 environment and are having an issue when trying to send out a broadcast message to our users no message ever appears. We have all of the new SysAid agents installed, remote connections work as expected and we are able to see the users online.

API Usage - UpdateUser

We are having so many issues with our OnPremise installation, that we want to try a clean installation and see if this will help us. (it is after all and upgrade on upgrade since version. 3) But already at the LDAP integration I stumple upon my first issue... Why cant I enter credentials like I used to (it used to be text-fields, but now a drop down) https://ibb.co/CVjv8y7

Hi all, When a user emails an issue into the helpdesk, we are finding that we get CSS at the top of the description field. Our description would look like this P.ImprintUniqueID { MARGIN: 0cm 0cm 0pt } LI.ImprintUniqueID { MARGIN: 0cm 0cm 0pt } DIV.ImprintUniqueID { MARGIN: 0cm 0cm 0pt } TABLE.ImprintUniqueIDTable { MARGIN: 0cm 0cm 0pt } DIV.Section1 { page: Section1 } Hi, my computer is broken, please fix Has anybody seen this issue and if so do you know how to resolve? Many thanks Newguy

Anyone know how to add a disable asset setting to the asset info window? It would be a great QoL improvement.

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?

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

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.

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 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, 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 ?