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826 Posts
rafitis
rafitisNew SysMate
posted in Reporting & Analytics
how to create field timer after SLA date

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

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rafitis
René Rijk
Active talker
René RijkActive talker
posted in Self-Service Portal
Forgot password page

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 😉

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alefabian
Active talker
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Community Enthusiast
LCSTNCommunity Enthusiast
posted in Asset Management
Make Last Logged-in User as the Owner

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

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Community Enthusiast
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storkyIVNew SysMate
posted in User Management
External User Company Assignment

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

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Community Enthusiast
LCSTNCommunity Enthusiast
posted in Help Desk
Adding other remote control options

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

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Community Enthusiast
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Community Enthusiast
Infosys2Community Enthusiast
posted in User Management
sysaidinternal user account trying to authenticate with my network

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?

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Community Enthusiast
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PatsyNew SysMate
posted in Help Desk
Convert Incident to Request - please don't change status

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.

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Community Enthusiast
LCSTNCommunity Enthusiast
posted in Help Desk
Adding location to email submissions

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?

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alefabian
Active talker
D
Active talker
David CohenActive talker
posted in Customize
What languages does SysAid support?

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

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DenaWF
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Community Enthusiast
GinAdminCommunity Enthusiast
posted in Self-Service Portal
Make Non-Automatic Sysaid Messages available to End Users through Self-Service Portal?

Is there any way to achieve this? I would like our end users to be able to see all communication on a ticket that was not an Automatic Email Message. I know there is an option to "Hide" all automatic messages in the Admin Portal, but End Users cannot see their communications on a ticket at this time. Any assistance would be greatly appreciated! Thank you, Gina Auer

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Community Enthusiast
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Anon4343New SysMate
posted in Service Automation
Request User Selecting an Approval

I'm trying to create an off-boarding workflow. HR will be the submitting user, and on creation of the Service Request, they need to be able to select another user in the system. That selected user will be pre-populated in the Manager Task tab where the manager uploads a completed form and marks the tab as complete. 1. How does HR select the manager? 2. How does the manager get notified of a task? (managers are not SysAid Administrators)

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Anonymous
posted in Help Desk
Automated notes in Request Templates

While setting up some new request templates, I noticed that the "Notes" section is pre-populated with "If relevant, add this Request details to the Knowledge base. Close the Request." Is there anyway to remove this? It is automatically included in any email notification sent to the user about their SR since it's considered a note. I tried creating a completely new template, checked the sub-type template, and I can't figure out how to remove this. Thanks

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cesare0
cesare0New SysMate
posted in Asset Management
CI History

I have a CI with different versions 1, 2, 3... Can I restore to an old version of the CI, or it´s read-only function? Best Regards.

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cesare0
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RedbeardTheTechNew SysMate
posted in Help Desk
Pin headers to top of lists

Is there a way to pin the header row to the top of the lists, so when I scroll on the assets page or the HelpDesk page, I can still see all the column headers? If there is not a way to do this, can it be added to a list of desired features/options for a future release?

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heini68New SysMate
posted in Help Desk
Feature Request: preview Button in Customized Notifications

Hello, It is very expensive to add a Button for preview a Customized Notification in SysAid CSS? Or perhaps a Sendbutton and a Textfield for a testmailadress, where can send a testmail? It is overelaborate to customize a notification and test it! Or is there another way to test this? 😳 thanks in advance Marco

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Community Enthusiast
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WaterbottleNew SysMate
posted in Asset Management
RCG Issue

Hi, I am having issues with one user who works on another companies network. When trying to use RCG they receive the prompt to allow the connection and I can see within Asset Management the message "the remote computer confirmed the remote control session" however it just sits on that message and never actually connects the session. Does anyone have any ideas on this? From the RCG documentation it should only require port 443 and access to our sysaid instance. We are able to use RCG fine on other similar sites.

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Community Enthusiast
byransaysCommunity Enthusiast
posted in Knowledge Base
How do I get Remote Assistance when using ChromeOS?

Question: Please read this article and then reach out to IT for assistance.  Answer: Step 1: Open Web browser: Step 2: Click on the Puzzle piece and then choose “Chrome Remote Desktop”   Step 3: Click “Remote Support” Step 5: Click “Generate Code” and tell the IT Technician the code.

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Community Enthusiast
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thebloAdoomNew SysMate
posted in SysAid API
.NET C# SysAid Api (Basic Ticket Submit with code)

So, after spending all my time doing this from scratch I figured I'd save everyone else a few hours of google/forum searching. This is the quick way to get a basic C# SysAidApi going to submit Tickets from your own webpage (references at the bottom in case you also wish to load them into your UI). It's very easy to do however, finding the documentation to do this is a time sink and is what makes this harder than it should be. First, get your wsdl from the SysAid software (Settings > Integration > SysAid API). If you aren't the admin you'll have to go find your admin and get the wsdl link from them. After you've done that, using VS 2013 (steps will be similar for older versions), make a new blank C# project that outputs a class library -do not mark options for web api in the project template window, you want a blank/empty project -I tried adding the service reference to an existing project but, I ran into issues with my code not being able to find the references/namespace

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WaterbottleNew SysMate
posted in Self-Service Portal
Submit a Video not showing in Chrome/FireFox

We are new to SysAid and have been having problems with video submission that we have not been able to nail down. It seems some devices can submit video as an attachment to an incident through the desktop agent and then the self service portal but other devices cannot. This does not seem to be tied to agent settings or account but I have discovered on working devices it still only works through Edge and not through Chrome or Firefox which makes me think it could be something specific in some browser configs. We have not set up any restrictions/policies/custom settings in our browsers and a reset to defaults or reinstall of the failing browser does nothing to help. Has anyone seen this in the past or is there a list of required browser settings perhaps? When the functionality does not work the agent runs, records the videos, stores it in temp but when the browser opens and you select submit an incident there is just no attach video options and no indication a video was taken at all,

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K
Active talker
KDTActive talker
posted in Help Desk
Merge tickets keep reopening

We love merge tickets!! One question though. When we merge tickets, the ticket status changes to 'merged closed'. However if the new 'main ticket' is updated the merged ticket is reopened with the status 'Under Investigation'. It is really annoying where there are lots of merged tickets. Is there anyway of stopping it?

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K
Active talker
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Community Enthusiast
vette_loverCommunity Enthusiast
posted in Asset Management
Disabled Assets

Hi, I am assigning groups to my assets and on some of them the field is grayed out and up top it says disabled and I'm not sure why. Any help on this would be appreciated https://imgur.com/9UeBwyV

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juptonNew SysMate
posted in Asset Management
Group Naming

Hello, Since there is no way to rename a group is there a way to move all the tickets from the old group to the new group name? We don't want to lose any tickets or reporting history.

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Community Enthusiast
Vincent PrimeCommunity Enthusiast
posted in Help Desk
Unable to launch webpage after transfer of database from other server to current server of SysAids

Hi Team, need your assistance and advice that I encountered SysAids unable to launch to see the webpage last Friday. I copied the SysAids database from other server 123.40 to current SysAids server 123.29 earlier and performed restore. But encountered no response from the web page whenever I tried to run it. Restarted the server but problem still persists. Any remote assistance to my server will be welcomed. And I seek your expertise relating to database to be run under SysAids structure program. Attached is the wrapper log file for your analysis to narrow down the problem.

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Community Enthusiast
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hferreiraNew SysMate
posted in Reporting & Analytics
Ireport Pass image via parameters.put () - Help

Hello my friends! I have been doing wonderful custom report via .jrxml, but now I have a problem and I would like to count on your help. On the prompt screen I created an html field of type file for images, I'm trying to pass it into the .jrxml but I don't know how. "<input type =" file "id =" photo "name =" photo "accept =" image / * ">" I created a very basic .jrxml with just an image item so that you can help me, please give me that strength.

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SMANew SysMate
posted in Marketplace
upgrading mysql to 8.0

So I migrated our old database over to mysql 8.0 and I'm getting a bunch of odd issues. I also opened a ticket on this issue but maybe someone else has had this issue before. To start: Running 18.x Old server was mysql 5.x on RHEL 6 New setup: Running 18.x New db running mysql 8.0 So either it can't connect to the new server or it throws a unable to open sysaidkeystore.dat. Anyone else had this issue?

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