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836 Posts
K
kcregerNew SysMate
asked in Self-Service Portal
User unable to submit an incident

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?

343
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SysAider
JBrown
JBrownNew SysMate
asked in Service Automation
Incident request form

I am looking to redesign my Incident request form and could sure use some recommendations from those who are happy with the forms they have developed.  If you have a screenshot of a form that you’ve created please share it out.  I would greatly appreciate the assistance.

224
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SysAider
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awagnerNew SysMate
asked in Help Desk
Ticket views

I work across several computers at different locations.  Am noticing that my ticket views do not follow my sysaid profile.  I”ve had to recreate them on each computer.  Is this how it currently works or am I missing a setting?

282
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J
Community Enthusiast
JamesTNapierCommunity Enthusiast
asked in Help Desk
List Requester other tickets

I want to have a field when looking at a requestor’s ticket that will also list the other tickets they currently have active. Is there a way to do this?

121
simonamirza
SysAider
A
antonio_ucsNew SysMate
asked in Marketplace
Integration with Zapier

Due to the extreme delay that SysAid notifies admins when they’re assigned a ticket, I am trying to send Slack notifications instead. The Slack integration doesn’t work at all (no surprise there), so I tried to use Zapier instead.For some reason, Zapier is unable to change the ‘Assigned to’ field for a SR, even though the action (the automation as a whole) is correctly registered by SysAid. The Assigned to field just doesn’t update at all.What could be causing this?

343
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S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Self-Service Portal
Adding a room number place in the template

How to I add a place for a user to type in their room number in the template for submitting a service request?

436
S
Community Enthusiast
S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Customize
Edit template

How do I add a place for users to add in the room number, in the user information when they create a incident?  I want to edit the template so they can put in the room number they are in that they are requesting help.

262
simonamirza
SysAider
E
eder.fernandesNew SysMate
asked in SysAid API
API Login Call returns an HTML Login page instead of access token

Hello, I am trying to set up a connection with the API, but both in python and postman the response that I get is an HTML text asking me to sign in and code 200.In postman I used:"user_name":"XXXXXX","password" :"XXXXX","account_id":"XXXX" I also tried to use those parameters in the params tab instead of the Body, but I got the same result. In python, I get the same result in response of the following code:OWM_endpoint = "https://XXXXXXXXXXX.br/api/v1/login"user = "myuser"PASSWORD = "mypassword"account_id = "myaccount_id"parameters = { "user_name": user, "password": urllib.parse.quote_plus(PASSWORD), "account_id": account_id,}headers = { "Content-Type": "application/json"}response = requests.post(OWM_endpoint, params=parameters, headers=headers)print(response.text)print(response)The code returns the same html page asking me to sign in:<!-- Copyright (C) Microsoft Corporation. All rights reserved. --><!DOCTYPE html><html dir="ltr" class="" lang="en"><hea

702
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Active talker
abonfimActive talker
asked in Asset Management
Sysaid API Endpoint to update or change value of assets labels

Hi everyone,I’m working on it in a Power Shell script to change or update labels into the assets. Is there any API Endpoint to do this job.For exemple: I have the asset with asset ID=123123 and I need to update de lable “Status of asset From = In use to BrokeHow can i do that using API?    

543
J
Claudiosi
ClaudiosiNew SysMate
asked in Reporting & Analytics
New reports creation

Hi SysAid supportI have some reports to create within the SysAid platform, but i don’t know what filters to addDaily touched (meaning escalated to other groups)Tickets not updated for > 2 days (specific group)Individual member (tickets closed last month)Can you please adviseThank you

8511
A
SysAider
J
jbruestleNew SysMate
asked in Reporting & Analytics
Request Timeframe "All Time"

When creating a report, is it a possibility to add a timeframe for request time to include all time. For example, if I want to see all active service records currently open with X Status, I am limited to custom timeframes that have to be constantly edited per report rather than a pre-coded option that states “All Time”. This would then grab from the day of report generation back to the first creation of the account or something along those lines and show any request/change/incident/problem that would fall under that timeframe in the report.The manual methodology to constantly update the date ranges to include all open items is becoming a constraining factor in our managements reporting process.

271
C
SysAider
SunPlus Team
Community Enthusiast
SunPlus TeamCommunity Enthusiast
posted in Marketplace
Closing a support request via email integration

Hello, Is it possible to close a support request via email? What we are thinking of is, the user/admin would just send message to the support email address (which has been integrated) and add a detectable word somewhere in the subject line or in the email body that tells SysAid to close the support request. Ex. 'Closed' in the subject line Regarding Service Request #2,221 Multi-year Receipts - Closed ...then the we want SysAid to close #2,221 based on the latest email which has the word 'Closed' in the subject line. Thank you

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D
Community Enthusiast
Dan McDonaldCommunity Enthusiast
asked in Help Desk
Administrator usernames displaying incorrectly/not uniform

Hello, We recently migrated to Sysaid Cloud from our on premises server, and now we are seeing some inconsistencies/discrepancies with how user names are displaying in HelpDesk. some users show with just their Windows user name (dmcdonald) - this is correct, and preferred.New users it sets their username as their email address - but we do have the option to edit it.Some older users are displaying as the DOMAIN\Username like they were imported by LDAP - this is incorrect and makes the layout confusing to look at when selecting an admin to assign a ticket to - also - these usernames CANNOT be edited in the helpdesk panel. Is there another way to edit/change an administrator’s username, besides removing them and re-adding them and having to unassign/reassign tickets? 

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StunningArenaNew SysMate
asked in Help Desk
Not receiving emails to help desk

After changing default to Requests instead of Incidents we’re not receiving tickets.  I tried switching back but it did not change anything.Also, the Help Desk > All view is broken.  It shows various entries but no values are populated.  Just blank fields for the 10, or so, entries.

321
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SysAider
A
Active talker
abonfimActive talker
asked in Self-Service Portal
SysAid APP - Spaces

Hi everyone I’m using the cloud version of SysAid and I notice that there is no SysAPP to Mobile Devices. I’ve tried to user in the Browser and the experience is so bad.Is there any roadmap to delivery an new APP? I’don't believe that in 2025 a platform like SysAid there is not APP.  The GLPI have the really goog APP and it is free and SysAid, that I pay to use, dows not have.   

712
A
Active talker
J
SysAider
Johanna.KSysAider
posted in Asset Management
What’s Your Biggest IT Asset Management Challenge?

Hello SysAid Community!When it comes to IT asset management, what’s your biggest challenge?Lack of visibility into all assets Keeping asset data accurate and up to date Manual processes slowing things down Compliance and security risksDo any of these resonate with you, or is there another challenge on your mind? Share your thoughts in the comments! Let’s discuss. 👇

140
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SysAider
R
Community Enthusiast
ronentCommunity Enthusiast
asked in SysAid API
SR Type Values

HiAre these the correct SR type values?"value": 1 = "valueCaption": "Change""value": 2 = "valueCaption": "Problem""value": 3 = "valueCaption": "Incident""value": 4 = "valueCaption": "Request"

282
R
Community Enthusiast
S
SysAider
SysAid TeamSysAider
published in Asset Management - Advanced Discovery
Achieve Total Asset Visibility - Webinar

 Missed our live webinar? No worries! The recording of our Achieve Total Asset Visibility webinar is now available on demand.Watch it anytime to discover how you can gain complete asset visibility, streamline IT operations, and enhance security. 🎥 Watch now: Recording on demand Have questions or insights? Drop them in the comments! ⬇️

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SysAider
S
SysAider
SysAid TeamSysAider
published in Asset Management - Advanced Discovery
Complete IT Asset Visibility, Seamlessly IntegratedNews

Bridging the Gaps for Smarter IT Operations Managing IT services without accurate asset data is like navigating without a map. While IT Service Management (ITSM) ensures smooth service delivery, IT Asset Management (ITAM) provides visibility into the assets that power those services. Without effective ITAM, IT teams face outdated asset records, compliance risks, and inefficiencies that slow down service delivery.SysAid’s Advanced Discovery Solution powered by Lansweeper, eliminates these challenges by bringing real-time asset intelligence into your ITSM workflows, ensuring IT teams have the right data at the right time to make better decisions, improve security, and enhance efficiency.Eliminate Blind Spots, Take Control of Your IT Environment Many asset discovery tools stop at basic identification - but this integration, providing granular asset insights that help IT teams make informed, strategic decisions.Gain full asset visibility – Eliminate limitations in asset discovery and move

170
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SysAider
J
Active talker
Joel_JoseActive talker
asked in Asset Management
Lansweeper integration

Hi I wanted to know whether we can  have an integration of Lansweeper within SysAid ?

2124
Oded M
SysAider
J
Community Enthusiast
JarrodCommunity Enthusiast
asked in Reporting & Analytics
New Report

I have been asked if it is possible to create a report showing the time incidents have been active for. This would be broken down into different timeframes for example:Open for more than 3 monthsOpen for more than 2 months etc..Showing the number of incidents in each time period. Is this possible? I have had a look at the Timers section but not sure what needs to be setup. Any help or guidance would be great. 

272
J
Community Enthusiast
C
ChrisNew SysMate
asked in SysAid API
Create End Users via API

Is it possible to create  end users via API (or is that on the roadmap)?  We are automating our onboarding process, and being able to do this would eliminate one more step our techs need to do when staff are hired.  Thank you!

1015
dragos.baciu
SysAider
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Reporting & Analytics
Service Requests per Request User

I am looking for a report of service requests per request user - I can’t seem to find one. I have tried creating a report but I have too many users for the charts to be useful, and when I select a tabular result I can’t group by anything. Have also tried the matrix but it only shows the first 50 users. I know I can just export everything and chart in Excel but was hoping I could generate a report from Sysaid. I am using the cloud version so don’t have access to build my own report.CheersJenny

242
J
Community Enthusiast
J
joepopNew SysMate
asked in SysAid API
SysAid API Ticket Creation Failing for CapCut Website Error Reports

Hi everyone,I'm working on integrating SysAid with my CapCut-related website to automatically create support tickets whenever users report issues. The goal is to send error reports from my website’s contact form directly to SysAid’s API as new service requests.Setup Details:Website: Built on WordPress (with a custom PHP script handling form submissions). SysAid API: Using /api/v1/requests endpoint to create tickets. Form Data Sent: User’s email, issue type (e.g., video export failure, login issue), error message, and timestamp. Authentication: Using an API key (works in Postman).Problem:When submitting the form, my API request returns a 401 Unauthorized error. The same API key works in Postman, but not when used in my PHP script. Tried both Authorization: Bearer <API_KEY> and sysaid-api-key: <API_KEY> headers—same issue. Debug logs show that the request never reaches SysAid, possibly being blocked by a security rule.Questions:Does SysAid block API requests from certain refe

543
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SysAider
A
atrofmanNew SysMate
asked in SysAid API
What shall be used for resposnsibility to be none when creating a ticket?

We are creating tickets in sysaid and use responsibility null or ‘’. Either one of these brings process manager in sysaid to be a service account that is assigned for API.Any suggestion on how to make it none?

312
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