Product Anatomy

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.

I occasionally have to write new views for our ticketing list and can't seem to find any documentation for the static filters beyond this -> https://community.sysaid.com/Sysforums/posts/list/5737.page Specifically, I'm looking for a syntax guide. That is useful to a point but I'm not sure what the syntax is if I'm trying to do something like title like "%battery%". The syntax and operators, and things like that aren't discussed. I also found another unofficial one that has some links to some things but is difficult to navigate. Is there somewhere that someone who knew nothing about how the filters work could go to to learn to create static filters for views? Or perhaps a cheat sheet for things like this? I've written for quite a few of these but sometimes I just need a little guide for the specifics. Thanks.

Hi, my users normally just copy and paste old emails text to resend it as a new ticket but because of that some tickets get merged into 1 because they have the same subject/title on the email. Is there a way I can disable this feature?

We have a major problem, after Sysaid in there wise days changed the security in category's. In former versions, category's will not show up in the default view if you are not allowed to see them. But in the newer versions, even if you are not allowed to choose the category with your admin rights, they will show up in the default view. This is a mayor issue for us, because we need to work across the whole company with the cases. So we cant use the setting only see admin groups SR's. We always had hidden HR cases with this setting. Do anybody else run into this issue? or can you provide a solution to remove certain category's from the default view? Maybe with filters? All the best Michael

Hey, I have two questions regarding the REST API. 1) How can I get archived tickets via the REST API? I only get an empty array whenever I try to access one of these, e.g. https://loparex.sysaidit.com/api/v1/sr?ids=5000 2) Is there a bug in the field total_time? The value and valueCaption always contain the ticket id but not the Total Activities Time we are looking for. For ticket #6000 that looks like that: { "key": "totalTime", "value": 6000, "valueClass": "", "keyCaption": "Total Activities time", "valueCaption": "6000" }, When I look in the frontend, I should get four minutes instead of 6000. And it’s exactly the same way for every ticket. Thanks a lot! Tamarah

I recently inherited an instance of SysAid, and have been doing a lot of reading up on the platform over the past few days. While the team has been using the Help Desk functionality heavily, there has not been much focus on the monitoring side of things, which is where my role comes in. First the basics: Yes, I am setup as an administrator. Yes, I've read the pertinent information in the SysAid Help modules. Yes, I searched the forums. Yes, I Googled it... Now on to the issue: We have a fairly significant number of servers and critical systems which need to be monitored. While I could set up individual monitors for each device, I've seen a number of references to using "Monitoring Templates" which would make this much easier. Sadly, the option to view said templates, for Workstations and/or Servers, does not exist in my view. Finally, the kicker: I find in the email history of the previous admin that our license is expiring in less than 30 days. So I either need

Hi, I'm trying to use the rest api but the offset is skipping strangely for example if I use this https://xxx.sysaidit.com/api/v1/list/company?offset=0&limit=10 I get this { "id": "company", "caption": "Company", "values": [ { "id": "785", "caption": "360 Gearboxes and Diffs" }, { "id": "861", "caption": "3MP Internal" }, { "id": "842", "caption": "3MP Pty Ltd" }, { "id": "4", "caption": "A.J. Stockman Pty. Ltd" }, { "id": "727", "caption": "Accent Hydroponics Pty Ltd" }, { "id": "723", "caption": "Accountsoft Business Computing Pty Ltd" }, { "id": "694", "caption": "Ace Packaging Supplies" }, { "id": "2", "caption": "Action Bearing Distributors Pty Ltd" },

Hi. I'm using postman to make a post call to https://mycompanyname.sysaidit.com/api/v1/login and adding on the login parameters as, https://mycompanyname.sysaidit.com/api/v1/login?user_name=GivenuserName&password=GivenPassword and I keep getting this error. Any idea how can I get it to working? I'm using postman to make this test call. HTTP Status 500 - Request failed. type Status report message Request failed. description The server encountered an internal error that prevented it from fulfilling this request. SysAid Server/17.1.60

Hello everyone, I am new to Sysaid and we just started setting it up. We integrated with email and that is working fine, but I can't seem to find where to filter the incoming addresses. We have requests that are automatically being opened from spam emails. Is there a place where I can filter so that only e-mails from my users will be received? Thanks in advance! RK

Dears, I'm Admin for Sysaid, and some of mij colleagues have to re-login evertime they open the Sysaid Admin portal. Some of the admins only have to re-login a few times a week. I never have to re-login. What is the cause of this change in login? We already tried deleting cache, cookies, history but there was no change. Thanks for your help, kind regards Anthony