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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

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)

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

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.

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?

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

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.

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.

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

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,

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?

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

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.

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.

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.

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?

Hi, Apologies if this is the wrong place to ask this, I am trying to make the ticket flow a little more logical. Example: We have an Asset in the Asset list in Sysaid. One of the fields is a Location List in the Asset. We also have a Location List in Incidents. Since an Asset is always at the same Location, and since the Location is already configured in the Asset; There should be a way to set the Location in the Incident after selecting an Asset. The 2 fields reference the same List, so when an Asset is added, the Location field should be tied to the information saved under the Asset. Is this possible in Sysaid? Cheers

I would like to prevent from a group of administrators from creating incidents for another group of admins. For example, a level 1 tech is assigning things directly to the network admins. I would like to only allow the level 1 tech to assign it to level 2 or the Help Desk. Thanks

Hello friends, I have a problem, it happens that when tickets are generated by sending emails, these tickets have as the user the X500 address of the email account, attached a photo, the sysaid support indicates that the user is not in the GAL, but I confirm with the email support of my company, and they tell me that the account that presents this problem is in the GAL, someone who can help me with this please thabks

Part of the refreshed UI included an activities control in the SR form that opened a pop-up window when you hovered over the View Description icon.We’ve updated this element with a new lightbox that you can move or resized to allows you to fit the viewing experience to whatever is most comfortable on your screen. You can also toggle between activities, and easily copy the text of an activity. New type of custom field – sometimes the date is not enough. For more information about using fields the SR form, please see our online help.

Hello! I am using the REST API (and formatted JSON) to get ticket data. I am able to log in, create tickets, and get ticket data (certain fields, filtering, etc all seem to work just fine). I'm running into a problem with cust_notes though. I can't seem to get the notes from the ticket through a http/get request. When I include the cust_notes field, it is just empty: {"id":"136079","canUpdate":true,"canDelete":false,"canArchive":false,"info":[{"key":"update_time","value":1485792408000,"keyCaption":"Modify time","valueCaption":"01/30/2017 10:06:48 AM"},{"key":"cust_notes","value":"","keyCaption":"SR Custom Notes","valueCaption":""},{"key":"request_user","value":1280,"keyCaption":"Request user","valueCaption":"Cliff Adair"},{"key":"description","value":"test","keyCaption":"Description","valueCaption":"test"},{"key":"title","value":"DEFAULT","keyCaption":"Subject","valueCaption":"DEFAULT"},{"key":"status","value":1,"keyCaption":"Status","valueCaption":"New"}]}] regardless if it is

How does everybody handle signatures and disclaimers when auto-logging tickets via email? I.E - when an end user emails the help desk and an Incident is automatically raised the description will contain the user's signature (which is unnecessary). Has anybody any advice on how they've implemented to avoid this?

This is what I am trying to accomplish with workflow notifications. The workflow is working correctly. • User submits a request (can include attachments or screenshots) • Customer Service receives request and approves/denies request • Customer Service Manager receives request and approves/denies • Once approved by Customer Service Manager, a workflow notification email is sent to our development vendor (external to the organization and does not have access to SysAid) o The email contains the Category, Second Level, and Third level categories, Title of the SR, the description and any notes associated with the SR I would like to have this workflow notification also include any attachment or screenshot that was originally uploaded when the user created SR.

How to get status of service request along with the list of service requests

Not sure how to scan linux servers, I have tried snmp and wmi scans with ssh and neither work. I use protquery from my RDS to the linux server and it can connect fine.. so the question is how do you scan linux servers? I am not using the agent, just using the network discovery feature.