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768 Posts
S
Active talker
SuperSalmonActive talker
asked in Customize
Notifications - link to Service Portal

I’m attempting to include in our notifications to an end user, the URL which will take them directly to their Self-Service portal.  We have a direct link to it via our intranet currently which is https://bernicia.sysaidit.com/servicePortal/.  I’m using the Insert → Link function and pasting in the URL into the URL field but upon saving, it is defaulting to servicePortal/.  Consequently when the end user clicks the link contained within the email, they receive the ‘Hmmm… can’t reach this page’ message.

713
S
Active talker
4 months ago
A
AlexNeedhamNew SysMate
asked in Help Desk
Sysaid Helpdesk/Emails not showing line breaks from Power Automate email?

Please see example of a Power Automate flow I have created which sends two emails via a manual trigger:It sends one to the email address of our IT department’s helpdesk. One to my own work email   Below you can see that the email recieved on my own work email contains the line breaks as it should. However, the email recieved by the helpdesk disregards all line breaks, and sends it as one block of text. In the last week, the Sysaid HelpDesk has suddenly stopped accepting/reading line breaks contained in emails sent from a power automate flow.We many Microsoft forms that are used to send requests to our Helpdesk, and now they are all coming through as one huge block of text. Tried using bullet points instead of line breaks and still the same issue.Any idea on how to fix this? Surely its something others are having issues with? 

482
gabriel.lupu
SysAider
4 months ago
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? 

413
D
Community Enthusiast
4 months ago
A
AksipikiNew SysMate
posted in Self-Service Portal
How to add an additional search filter for tickets in the Self Service Portal?

I am looking to add an additional search filter to the self service portal besides 'status', 'urgency' and 'priority', because our users have had difficulties finding back tickets since the transition to the self service portal. We were informed that adding in a custom filter was possible during one of the Sysaid webinars. Any direction to documentation on how to do this or additional guidance on how to find back tickets for our self service users would be very helpful. Images for reference:

1141
R
Active talker
4 months ago
A
Community Enthusiast
abonfimCommunity Enthusiast
asked in Asset Management
What's release notes about Agent 24.2.40.2

Hi Everyone,I’ve gotten a screen warning that I need to run a update of all agents installed in all Desktops and Laptops.The version that is being deploy is 24.2.40.2. Anyone has the release notes about it? I Can’t find this one in oficional page.  Thanks 

493
L
SysAider
4 months ago
S
Community Enthusiast
samkatCommunity Enthusiast
posted in Service Automation
Service Desk Notifications - Customize $Approve/$Deny tags

Hello, We are going to be expanding how our company uses the Approve and Deny action items in Workflows, and we want to be able to keep the Approve and Deny links in Emails since that is an easy way for end users and admins to approve without needing to go into the Service Record itself. $Approve and $Deny tags work just fine, but we cant seem to do any customization to them. Basically what we are going for is something like the below attachment #1, with buttons for the user to approve or deny the request, but because the $Approve and $Deny tags inserts its own element into the HTML, there is no way to do inline changes to format them. So it ends up looking like attachment #2 My level of CSS/HTML is not advanced by any means, but I just cant seem to figure out how to make this look better. Current code is below for reference. <table cellspacing="0" cellpadding="0" border="0"><tbody><tr><td style="border-radius: 3px;" bgcolor="#d9e0e2" align="center"><a re

721
itsdevops
4 months ago
J
Active talker
Joel_JoseActive talker
asked in Customize
Logos for SSP tiles

Hi All Please let me know from where we can get icon or logo for SSP tiles.

803
itsdevops
4 months ago
C
ChiJcNew SysMate
asked in Service Automation
Auto Archiving a project that is linked to a request service record

Hi,Is it possible to have the project that is linked to the SR get auto archived when the SR is archived (verified closed status)?Once the project is archived, does it remove it from the project list?If yes, where and how do you look at them later, if necessary?Thanks,Jamie

140
C
4 months ago
C
Community Enthusiast
chrisisCommunity Enthusiast
asked in Customize
What Actions spawn notifications?

I can only find the tag “ActionNotification” in the documentation, that states, “the action that caused the notification” but I can’t find a list of what actions actually cause notifications. Is there a list somewhere?

321
iulian.olaru
SysAider
4 months ago
B
brandonmarianoNew SysMate
asked in Marketplace
How do I request a quote for the ITSM plan of Sysaid?

How do I request a quote for the ITSM plan of Sysaid?

241
SysAid Copilot
SysAider
4 months ago
S
Active talker
SuperSalmonActive talker
asked in Customize
Email Notifications

I’m struggling to understand why a ‘Completed’ email is not being sent out when a Request is marked as ‘Request Completed’. If an Incident is marked as ‘Completed’ the email is being sent out as expected. The Custom Notifications form reads as per the below. I’d also like to include a message when a Request/Incident is marked with a status of ‘Deleted’ but using the #elseif( ${Status}=="Deleted" ) doesn’t generate an email either.#if( ${Status}=="New" )Hi ${ReqUser},Thank you for submitting your service request. The ticket number is #${ID} - ${Title}. Someone from the service desk is in the process of reviewing your request and determining a resolution.Updates will follow when the incident is assigned or resolved.Kind regards,Bernicia ICT Team#elseif( ${Status}=="Completed" )Hi ${ReqUser},Here is an update on ticket number #${ID}-${Title}.The administrator that was assigned to your ticket is ${AssignedTo}.Your service request #${ID} has been closed with the following resolution - ${Act

983
S
Active talker
5 months ago
M
MitchellFNew SysMate
posted in Asset Management
Cloud Software License Tracking - Not installed on endpoints

Hello - We are looking to keep track of licensing for our SaaS products by user and count. For example... We currently use Snipe-it to track what licenses are assigned to what user. 5 Licenses for Adobe Pro Cloud -User1 -User2 -User3 All 3 Users are assigned a license 5 Licenses for PlanGrid -User 3 -User 4 -User 5 Would we be able to keep track of who is assigned those licenses in SysAid? - Could we look up User 3 and see that they have a license for Adobe Pro and PlanGrid - Look up User 2 and see they are only assigned Adobe Pro. - Then organize it so we can look up PlanGrid and see that User 3, 4, and 5 are assigned a license - Also have it keep track of license counts when we add/remove users. Hope this makes sense!

873
K
5 months ago
J
jwhite4166New SysMate
asked in Reporting & Analytics
Requesting Report and\or help

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

292
iulian.olaru
SysAider
5 months ago
R
Active talker
rdtjbrownActive talker
asked in Reporting & Analytics
Reporting - Ticket History

Hi there,I’ve been given a task to produce a report that shows how long a ticket has been in triage state before its assigned to a team to work on. Timers are not setup in this environment and we do not have a ‘Triage’ status. Ideally, I’d like to be able to report on the ‘History’ set of fields but I’m unable to add this report into a report in Analytics? Example:  

462
gabriel.lupu
SysAider
5 months ago
S
Active talker
SuperSalmonActive talker
asked in Reporting & Analytics
Request Time compared to Due Date

I’d like to create a graph or some kind of visual that will compare the Due Date for Requests and Incidents against ‘Today’s Date’ and state whether a ticket is within or has failed our SLAs.  Can this be done and if so, how?Many thanks,Mel S. 

413
S
Active talker
5 months ago
T
tmart_AMICNew SysMate
asked in Help Desk
Ticket reopened by email

We have a ticket that continues to be re-opened when the sender sends in an email.  The sender is sending some monthly downtime notification emails and he is using the same subject for all emails.In our email integration we do have it where if a user has the SR# in the subject it will reset the status of a ticket to Open, but in this case the email does not have the SR# anywhere in the email. Any ideas what might be causing this?

935
gabriel.lupu
SysAider
5 months ago
M
Michael ReznicekNew SysMate
asked in Self-Service Portal
Link to a custom service request and custom categories from the self service portal

Hello,I created a service catalog item and want that to link to a custom template that I created and only show a filtered number of categories. The documentation states to append ?populateSR_id=<Template ID#> for the template and ?selectedGroupName=<Name of User Group> for the category. Both work indivually, but how can I combine them?https://documentation.sysaid.com/docs/service-catalog Thanks in advance. 

523
M
5 months ago
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Priority Matrix - Not applying to new tickets?

Hi all!I’m trying to setup a new Service Agreement but running into an issue with configuring the priority matrix. When raising a ticket with the Impact set to Minor and the Urgency set to Medium its setting the Priority to P4 instead of P3. I’m a bit confused as to why this is occurring. The agreement is applied to the company and the user logging the ticket is assigned to the company. Below is a screenshot of the service agreements priority tab, What am I overlooking?  

9613
Gus
SysAider
5 months ago
A
andr3a.dipaolaNew SysMate
asked in SysAid API
use routing rules for SR via API

It is possible to avoid automatically assigning the service record to yourself via API. I would like to create SRs via API which are then managed by routing rules inside help desk.

733
A
5 months ago
A
Community Enthusiast
abonfimCommunity Enthusiast
asked in SysAid API
Label "Survey status" in SR is not change by API

Hi Everyone,I’m facing a dumb issue herer. I have a Survey working very well making update by sysaid API.When a survey is done, there is a label call “Survey Status” in the SR that tell me that the survey was anwserd.  But When the ticket is mark as “Resolved”, the survey is send but the “Survey status” in the SR wasn’t change to “The survey was sent”.I’m trying to do this by API and I have no success. Anybody here can help me?Here what I’m doing by API.'https://mycompany.sysaidit.com/api/v1/sr/81980'PUT curl --location --request PUT 'https://{{ambiente}}/sr/81980' \--header 'Content-Type: application/json' \--data '{    "id": "81980",    "info": [               {            "key": "survey_status",            "value": 1        }    ]}' 

873
A
Community Enthusiast
5 months ago
W
willgalvaoNew SysMate
asked in SysAid API
Creating Service Request via REST API

I'm studying the api and I realized that whenever I open a new service request it is automatically assigned to me. Is there a way to not attribute it to anyone?

7126
A
5 months ago
T
Community Enthusiast
Texwilson47Community Enthusiast
asked in Asset Management
ASSET - Multiple Monitors with Asset Tags

We are faced with a problem.   Also all our users have multiple monitors (2 to 5 monitors).  We are collecting their serial numbers as well as placing and tracking ASSET TAGS on each device.  However, we sucked up all our available asset licensing by collecting them in as individual assets.  The goal is to add them to the user or the workstation.  There is a single monitor collection area there but for our needs we will need to add 9 additional fields (for serial # and asset of each monitor up to 5).  Is that possible to add those and NOT affect our licensing OR do we need to suck it up and buy additional licensing.

442
simonamirza
SysAider
6 months ago
M
marieannedulceNew SysMate
asked in Service Automation
Ticket Alert using Power Automate

Hi, can someone help or share how did you create a flow steps when an email arrives for new SysAid ticket with table using Power Automate to post in MS teams? Thanks!

1111
SysAid Copilot
SysAider
6 months ago
L
lmartinNew SysMate
posted in Marketplace
Integration with Microsoft Teams

Does anyone have a successful integration with MS Teams up and running? I'd like to poke notifications into Teams channels when tickets are opened, updated or closed that meet certain conditions. Teams can receive messages via an Incoming Webhook, but I don't think these are supported by SysAid without us building something ourselves? https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/connectors/connectors-using

2676
M
6 months ago
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!

342
dragos.baciu
SysAider
6 months ago

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