Product Anatomy

Hi,I’m new to using SysAid and currently working with the new APIs based off the documentation here developers.sysaid.com/docs/sysaid-api-overview.When exploring individual service records in our portal there is a panel labelled journey which captures the records journey/changes over time.  Interested to know if its possible to access this level of change data via api?Thanks

Does anyone have a report or information on how to create a report that can display all assets that are 4 years old from purchase date. Thanks

how do I merge a ticket?

I would like to make better use of the SysAid tool we currently have implemented. I’ve been with the company for a short time, and I’ve identified that the tool is not properly configured. The most relevant observations so far are the following: There are several entities sharing the same service catalog. All users access the same self-service portal to create tickets, regardless of the entity they belong to. There are multiple opportunities for improvement, but we haven’t made much progress due to a lack of technical knowledge on proper configuration. The available documentation online is quite limited, so I will try to make as much progress as possible using the current manuals.In the short term, these are the most urgent points I would like to work on: Create separate companies and entities.(Objective: allow the creation of independent service catalogs and establish specific rules p

I am pulling asset data from SysAid Rest API into Microsoft Power Automate. I am looking for a better way to parse the data. Currently, I am having to parse the json of the output and then filter the data by each keyCaption value and append that to an array variable. For a amount of assets, currently we’re just over 1000 assets, this process can take upwards of 24 hours to collect my asset variables. Is there a better way to parse the data from the start to get the key values into usable dynamic feilds faster below is a sample of the parse json output of the data.[  {    "info": [      {        "key": "device_status",        "value": 0,        "valueClass": "",        "valueCaption": "",        "keyCaption": "Status"      },      {        "key": "account_id",        "value": "cmhcm",        "valueClass": "",        "valueCaption": "cmhcm",        "keyCaption": "Account"      },

How/where do we adjust the portal login timeout value? 

I’m probably missing something very simple.  I’ve got a Smartsheet form being sent in from a specific email.  I’ve got email routing that looks for the email + specific subject, it uses the proper template.  That was easy.  I want to write some simple logic that looks for specific text in the body, and if it sees it, creates a task inside the already created ticket and assigns it to the proper people.  I can’t seem to get that to function.  Anyone have any ideas?

Dear Helpdesk, I understand that SysAid can generate a satisfaction level report.For the Help Desk Service Quality section, does our SysAid setup include the following satisfaction level metrics?Number of tickets or ticket score metrics User experience feedback Any other relevant indicatorsIf you have any concerns, please feel free to contact me. Regards,Jason

Dear Helpdesk, I have already replied to your Helpdesk email on 12 May 2025, but I have not received any response yet. I would appreciate it if you could look into this and reply as soon as possible.Here is my original question:We want to export a report of the survey questions and answers, but I cannot find how to do this in SysAid. Could you please advise how to export a report of the survey questions and answers?You can reach me at jasonchim@jebsen.com.  If you have any concerns, please feel free to contact me. Regards,Jason

I have an admin who has been using Sysaid for a few weeks normally but now cannot update any tickets.  She can update CIs just fine.The error is the one that states the ticket has since been updated by another admin (but it has not).  All tickets affected and other admins can edit the same tickets.  She has full admin access.  She has signed out and back in, loaded a ticket from scratch and still has the issue

Hi,is there a way to use an “out of the office” like procedure automatically ? ie, that after hours the new tickets will be assigned to other admin ?tries with escalation but “due date” variable accepts only dates and not hours.any suggestions ?T.I.Aeldad

As a non-admin end-user of SysAid ticketing system I need to be able to remove or hide (or even reorder) columns to be able to see all columns which are relevant to me without side scrolling to get to something important such as Location. (I am a Field Technician, so this is a pain point and inefficiency for me on a daily basis.) I’ve spoken to my coworker who has admin access and he says he cannot make the change for me because we need management permission. In my experience if you have to ask permission, the answer will either be no or nothing will be done at all. What I want to do is a very basic function found in databases and spreadsheets. I’ve searched here and in user guides and find nothing (other than the admin option.) I’ve tried what I think is every possible setting available to me. Am I missing something? Any help with this would be appreciated, it is so frustrating.

I have an issue with the action items in my service requests not populating in the fields in the right hand of the request. Yet all the actions items do flow through the Workflow to the emailed notification. I have been trying for days to find out why. 

Is it possible to use the REST API to run and retrieve a report from SysAid? 

Hi,We're trying to upload attachments via the SysAid REST API.It works on our local environment, but fails from our public environment with a 401 Unauthorized error.creating SR is successful.We suspect there might be IP or domain restrictions.Could you confirm if any such restrictions exist and help us to understand how to allow access from our server IP/domain?Also, we don’t see a REST API settings or IP Restrictions panel in the admin UI — is it possible to enable this?Thank you!

I’m trying to find the API key to create a RESTful API between SysAid’s Copilot and our company’s intranet.

I am attempting to set up our SSP so that supervisors can see tickets from their direct reports and not from other staff.  How do I do this?

On Prem CustomerOur Asset management module is ingesting devices with DHCP as the device type, only showing its IP address and some login history information, is this normal.  When I looked at the C:\Program Files\SysAidServer\root\WEB-INF\agentfiles folder, it is empty, is this normal behavior.  Do I need to delete these stale entries periodically?  What is the root cause of this?  These are mostly Dell and Getac laptop devices that have been disjoined/renamed/rejoined to the domain.  All have Absolute Secure Access with a virtual NIC when connected to the domain, but the DELL-%SERIAL% for the Dell devices are consistent. 

I have implemented SysAId Copilot and I have connected MSteams however Copilot doesn’t work with Msteams. I can list my tickets but I can’t interact like Ai Chatbot copilot, Someone have had the same problem?

I’m able to use the login endpoint to retrieve a cookie, and then use that cookie string to request other GET endpoints to return information on users or service request templates…But when I go to create a new service request, I get a very unhelpful Error 500 no matter what I try.I’m currently trying to POST against: /api/v1/sr?view=mobile&type=incident&template=29I’m using ‘mobile’ as the view because it’s the only string I can get to return anything.  As far as I can tell, we only have a ‘DEFAULT’ view setup in Sysaid, but providing ‘default’ as the view URL parameter or not specifying the view URL parameter always returns the Error 500 message, while providing ‘mobile’ as the view URL at least returns "The following mandatory fields are missing: [problem_type, title, status, urgency, impact, priority, request_user, description]" if they are not provided.So, wi

We are interested in using BI Analytics to view data on Service Record Actions.  Is this possible?

Good day:We have a “canned” script embedded in messages. When we assign SRs to process managers, we use Send Message to communicate to the submitting user that we have received their SR and are working on it.Is there a way to automate that, where SysAid will send the message when either the “Assigned to/Process Manager” field is filled, or the Status changes from New?Thank you.

I am looking at the ITSM Performance Dashboard in BI Analytics and see the Category filter.  Is there a way to filter by sub-category in BI Analytics?

Hi there,I’ve been tasked with bulk importing some new categories into SysAid and was wondering if its possible to set the EUP groups as part of the import? I suspect its not possible, but figured no harm in asking!  Service Desk > Import Categories   

Hey guys I have one new user at my company, he’s unable to submit new incidents through the self service portal. The button that typically appears on the banner towards the top of the screen doesn’t show up (it shows up for the rest of the managers), and when he clicks on the submit an incident button towards the bottom of the screen, it acts like its loading the submission form, but then does nothing. I’ve checked settings, they’re all set correctly, he is the only one experiencing this issue. I’ve tried undeploying and redeploying, and rebooting, and still no changes. Has anyone else experienced this or have any ideas on how to fix this?