Product Anatomy

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 to get this figur

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" },

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

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

Our incoming mail suddenly stopped working. After a server reboot it still didn't work. Reentering the account also had no effect. When I check the log files I see the following entry: error while checking OWA email com.moonrug.exchange.ExchangeException: Could not login using provided credentials. I tried logging in on OWA from the SysAid server and this is working just fine. Anyone ever had this problem?(using Exchange 2013).

Starting from 15.1.50 (Cloud release scheduled end of Feb) there is a new feature to setup third party integration with SysAid from within the product.It can be found under Settings -> Integrations --> Third Party Integrations.We built a mechanism for adding integrations dynamically to your SysAid - all this is starting like I stated from 15.1.50 and up.***If you are using SysAid Cloud and have been redirected here after clicking an integration icon, please contact your account manager to enable the integration, after which you will be able to access the settings screen. This is a temporary process and soon you will be able to enable integrations by your own.******On-Premise customers - if you wish to use any of the following integrations, which are available at this moment, please contact our support team, and they will provide you with the necessary zip file.  ◦ Google Apps  ◦ Bomgar  ◦ LogMeIn Rescue  ◦ Dell Web Services  ◦ TeamViewer  ◦ AD FS  ◦ SysAid Barcode A way to provid

I've tried to change the administrator accountname from sysaid (account sent by Sysaid) to another name. I haven't created a password yet for the new accountname. After entering, the Sysaid login screen did pop up. But my login data isn't excepted anymore. Not with the "old" accountname, nor with the "new" accountname. Here more account info: • Account: sysaid109281 • Username: sysaid • Password: TLQwQPCr • Mailaddress: ddebondt@remco.be • Version: SysAid Cloud Free

Hello. At my company we are trying the Advanced Reporting feature and I see some reports, like Breaches per Company, or Track SR field changes, show Errors in the 'Recent reports' when I put filters on them. Is this normal for the trial? or does it mean I am not doing the filters right? Thanks in advance, Isaac

Noobie here. I need to integrate the Password Enforcer Policy with SysAid. I need to integrate the API. Can someone point me in the right direction? Thanks in advance

Hi, We try to communicate with Sysaid using the REST API. We found out that in order to query a SR we need to call the URL http://srvsysaid04:8080/api/v1/sr/1234567 and provide it with the TOKEN in the Authorization property of the headers. In order to get that TOKEN, we need to perform a login. We try using http://srvsysaid04:8080/api/v1/login/ and passing our user_name and password as parameters as described in the API. We don't receive an answer but rather a server error (500 - The server encountered an internal error (Request failed.) that prevented it from fulfilling this request) without more details. Has someone here already experienced this as well ? How to perform a REST login and get the TOKEN needed for further requests ? Thanks, Stephane

Hi All, I ran in to this problem some time ago whereby for no apparent reason, when I ran iReport the splash screen would appear, but no loading took place, the usual progress bar made no progress. I have since had a few support calls about this same issue, so I figure I will post the solution here. The culprit is Java 8 as iReport is not compatible with Java 8 run time - well at least version 3.7.6 is not. To resolve this issue, simply install the Java 7 JDK (unless already installed) on the machine on which iReport is installed and then configure iReport to use the JDK rather than your local JRE. 2 easy steps: ----------------------- 1. Download and install JDK7 (http://www.oracle.com/technetwork/java/javase/downloads/jdk7-downloads-1880260.html) 2. Modify the iReport config file 'ireport.conf' found in the 'etc' folder in the iReport installation directory. (on a Windows instance; possibly: C:\Program Files\iReport-3.7.6\etc\) Open the file in Notepad or equivalent plain text

I know that I can add sr.cust_text1= and sr.cust_text2= on my service request form but could I add more like sr.cust_text3= sr.cust_text4= sr.cust_text5=? Thanks.

We continue to have issues with some pc's not updating. When we click update now nothing happens on some of our PC's. The only solution we have been given is to undeploy the agent and redeploy it. That option is taking too long. I'm attaching a few logs from 2 different PC's. Each one is getting a different error. 1 is getting this error: ttpGetReqHandler::SendGetMessagesRequest Failed to send http get request: URL = https://cent******** The other is getting this: Operating system error code: 10061, Description No connection could be made because the target machine actively refused it Exception description: Unable to connect to the remote server Inner Exception description: No connection could be made because the target machine actively refused it. If I undeploy and redeploy the updates start happening again but it seems like they just stop working again after a while.

Right now you are able to click on each individual asset and find a product key for a specific type of software under the software tab. I was wondering if SysAid has the capabilities to list all the assets product key for a specific software. For example if I wanted a list of everyone on our network's Microsoft Office 2003 key is that possible?

With version 8.5.05, I believe you can now deploy the new agent to linux servers. I tried to do this, but it failed with the following reason: "lshw not found" Am I doing something wrong?

Hallo, I have the following issue: Agents correctly deployed in version 20.1.32.: I can veryfy it by going directly oin the pcs or giving a look the the on premise tool "Deploy SysAid agents". On the Cloud I can see only some psc reporting the Agent in the current version and working - but only for few of them - the Others are visible but the status of the agent is "Not Installed" - and this is false !! Note, almost all the pcs are identical both in Hardware and in Sotware configuration. I verified with wireshark that the pcs reported themselbes to the cloud service correctly - can anyone help me please ? Thanx

Installed sysaid agent on windows 10 laptop successfully. It's been over an hour and the laptop is not showing up on the asset list. I was able to manually install sysaid agent on a windows 10 desktop and it showed up on the asset list Using free cloud version. SysAid Edition / PackageSysAid Help Desk Build Numberv20.3.20 b36

Is there a way to connect Sysaid assets to our existing database containing assets? I don't want to do an import rather a live connection because the data changes often. Looking for a way, let me know if possible. Thanks,

Hi, on my asset list a bunch of computers are displaying Windows 7 when I know for a fact that they are Windows 10. Is there a way to correct this? Thanks

Installed sysaid agent on windows 10 laptop successfully. It's been over an hour and the laptop is not showing up on the asset list. I was able to manually install sysaid agent on a windows 10 desktop and it showed up on the asset list Using free cloud version.