Product Anatomy

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 ?

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.

Hello, Activities by Administrator report for one week in January 2021is saying Running for hours and I am not getting the results under Recent Report. Reported failed once and I ran it again and again. Any help how to get the report is very much appreciated? Thank you. Ali

Question: How to render one object in wireframe while another as shaded in the same view?  Answer: All that is required to achieve this is to render one object with a wireframe kind of material while the other with a solid material either using textures or colors. Steps:1. Create a kBridge project.2. Create a Block and Cylinder.3. Create a 'LineMaterial' and give it a materialname.4. Add this materialname as the color of the Block object.The view should now update to display the wireframe block and shaded cylinder. Note: Make sure the graphics viewer is in 'Shaded' mode.

Good morning, I need to create a report that has a field that has the time that the service request was open after its time of SLA burst. Remembering that I am generating the report through the Reports module

Hi everyone, I would love to see another way how end user can ask for a new password if they forgot it. I would love to see a form where the user only have to fill in his E-mail address. Why is the account needed? Why is the name needed? Just an Email must be enough. What if they forgot the account name or username. ( we all know that we have to remember way to much login data from all kinds of sites) If they can’t remember one of those, they have to send us an Email and ask for the data they need. This is an extra step for us and thus not wanted. Is it possible for now, or in a feature version? To set the page only to Email info? As said, I would love to see a much simpler way for lost password recovery. Thanks, René 😉

Hello, I was wondering if there is a way to make the last logged-in user of an asset the Owner? Could we use the Login History tab of an Asset to auto-populate the Owner field on the Information tab? We have the agent deployed to a majority of our assets. As I understand it, the last logged-in user would be whomever it was at the time of a network discover scan. This would be sufficient information for us. TIA

Hello! I have a picture that I should paint first. We are a large group of schools with a centralised Helpdesk and each school is set as a company within Sysaid. Staff are brought in via LDAP and mapped to their relevant company, students will soon be following suit. Our default method of users logging calls is via email integration, so when a user emails the inbox, it will generate a service request, raised by the user and assigned to their respective company. This company assignment is important to us for SLA data. Due to the pandemic, remote learning and the fact we are mass issuing devices out to students, we have decided to allow parents of the students the ability of emailing the Sysaid platform to raise a request, but obviously as they are not 'users' of Sysaid, the request isn't assigned to a company, nor is the user a Sysaid user. I have used the secondary email field on a student user record to add a 'third party' email address, but it won't create a record on behalf

I was curious if there was a way to add other remote control options for Assets? If Remote Desktop (RDP) can be used, could Windows Remote Assist be called, as well? We don't (or can't) use RDP or VNC for client computers. Windows Remote Assist, however, is built into Windows machines and could be used to see the client's desktop. Should this fall under a feature request? TIA

Hello there, I have some weird issue, I am seeing in syslog, many attempts to authenticate with my network servers, with a "sysaidinternal" user account, I don't have such account in my AD, and I have credentials for LDAP and for Agent deployment in sysaid configuration. What is the cause of this?

When we change an Incident to Request, the status changes to New. We often change Inc to Req after the ticket has been closed (eg if doing a quick audit of ticket quality), so it should not change the call's status from Closed to New. It would be helpful to at least have the option NOT to change status of ticket.

Hello, currently I have an email rule that adds the location to an incident submission via email to show as "Email." The way I got this to work was I added "Email" as a custom Location in my List settings. The reason for this is my custom notifications would show that Location field as blank if it wasn't populated. However, with the addition of "Email" in the Locations list it now shows as a selection in the Self-Service Portal when it is used to submit an incident. Is there a way to strip "Email" as being shown in the SSP, but still allow it to be used via email submission?

What languages does SysAid support? SysAid is available in a large number of different languages.