Product Anatomy

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.

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.