Product Anatomy

I'm attempting to install the sysaid agent on a few servers but regardless of what I do I can't get it installed. Installed I get "Invalid Account Credentials: Please Try again". I've gone so far as copying and pasting straight out of my downloads page but it still doesn't work. What am I missing?

Hi! I can succesfully create a service request using the API, but it doesn't seem like I can specify the request type. It defaults to Incident, but I'm trying to create it as Request. In the JSON, I tried to add "type": "request" and "sr_type": "request", I tried numbers, stringified numbers, I tried the same two keys in the info with the fields. I also tried to update the ticket after creation, with the same values above, but to no avail. Any leads? Thanks!

Hello I am a Sysaid newbie. Our IT Sysaid Administrator has left the company and we, as an IT Department, are trying to figure out an issue and how to resolve it. Our facilities manager (Chuck), who is an administrator, had his incoming incidents setup to where one of his employees, Elton (epoolx11) would automatically have the incidents assigned to him. Elton was NOT an administrator; he was an End User. Elton has also left the company too and his sysaid account has been removed from sysaid as well. However, Elton still shows up in Sysaid as an 'Assigned to' option. Please see attached file (screenshot). We would like to know how to get rid of Elton showing in Facilities Routing Rules (if that is what's causing Elton to show as an Assigned To option) as well as adding a new employee (End user, non-administrator) to be automatically assigned Facilities incidents. Pardon for not explaining well as I am trying to understand the workings of sysaid myself. Thank you, Steve G IT C

Email is the primary channel, but what other channels would work for your users to be in touch with them regarding the service you provide them?

Using SysAid Cloud Free edition, account 'katoni' I have had AAD Login setup for last year or so and have had no issues logging in previously, but this is the first time I have attempted to login in several months. Now whenever I attempt to logon I am automatically signed in via SSO and redirected to the End User Self Service portal, but I can't for the life of me work out how to get back to the Admin portal. Any assistance greatly appreciated.

Hi all I would like a message to be displayed when a certain category is chosen by the end user. Any ideas on how I can accomplish this? Tom

How do you setup your workflow notifications on your workflow designer tabs, so that you can send out an email to individuals/groups per each workflow designer tab as it is completed? Any information would be greatly appreciated! Thank you, Clint

I'm hoping this is a very simple setting I am overlooking but after a support ticket to increase the number of rows viewable in top section from three to four my admins have been able to create and close tickets without a request user being required. Considering there are only 2 closed tickets in the system with "none" as a user since 2014 and over 200 that are flat-out blank since the day of the change in April this year, I'm hoping I can just flip a bit without a support call. If anyone can guide me in the right direction it would be greatly appreciated.

Hi I am trying to build a workflow which allows an employee to complete a spreadsheet and attach it to a Service Request which then needs to go to a member of Finance for approval. The employee in Finance is not an admin user and cannot be set up as one due to the fact that our Admin portal contains sensitive HR data. I can attach the spreadsheet to the original SR but when someone in Finance opens it they cannot access it. Is there anyway to make an attachment move from end user to end user via a workflow? many thanks Andy

Hello everyone, I just installed SysAid and I want to show to the end user the due date, such field is not shown by default in their view. Anyone knows how to show it? Thank you

Hello, when filtering the ticket search it is displayed correctly on the screen but when exporting to Excel, the filter that was placed does not work and the report is incorrect. Does anyone know what the problem is and how to solve it?

I have a ticket that I have been working on in my On-Premise system that will not allow me to change the Status of the ticket. The drop down feature is not available and the box seems to be greyed out. The ticket is open and it is set to a Status of Researching (Class for that status is Deleted/Ignore). I have other tickets in a status of Reearching and I can access the drop down on those with no problem. Any ideas of what might be causing this one ticket to act this way?

Perhaps I am overlooking something, but I can't seem to be able to find a way to report on the tickets that were closed and assigned to a particular admin. We have some situations where we have a generic account as an admin signed into a station so that anyone on the front desk team can get a ticket entered. In theory, I should be able to report on the assigned user, but if the ticket is closed by that generic account, it shows up as doing the work. How can I report on this without using the old, pre-generated reports in SysAid?

Often your help desk queue can get cluttered with lots of tickets from similar issues. Having to deal with each ticket individually can unnecessarily take up a lot of your time. Not anymore. With SysAid’s Merge feature, you can easily merge together all similar tickets into one central ticket. Just select all of the tickets you want to merge, and Click the Merge button on the top of the list. Next you’ll see this screen. Here, you can log the reason for the ticket merge, select the primary ticket, and if you have the right permissions, you can override the default settings for what contents get merged into the ticket and what status.Once your done, click Save, and presto! Now your queue is no longer overloaded with repetitive issues and you can get a better sense of what work is really on your plate for the day. Take a sip of coffee and move forward with the business of efficiently resolving your users’ tickets. For more information on merging tickets and setting up the default merge s

Hey all, we have a broken Installation of SysAid so as a workaround I Need to install the same Version on another Server, move the database (we want to have the database on the same Server as SysAid) and updgrade it one by one Patches. I got an older Installation file by the support (19.2) but for being able to install the current Version 20.2 i Need to install 19.4 first. I searched the Website many times but all I find are the patch notes of 19.4 but no download link. Can anyone tell me where to find it?

hello tech team, I just broke my incident view and not sure how to get it back. I cleared the static field under customize view, click save and then it blanked my view. Now, when I click on incidents nothing shows up. How do i get it back?

Reusing SR Custom Lists We have a Service Request Custom List (cust_list2) that I would like to re-use. I'm not fussed on the data associated with this field in previous SR's. However for me to remove options associated with this field previously I get an error. The selected value(s) ('value') is being used in one or more Service Records. To delete this value, you should update the relevant Service Records first. I have tried via sysaid to change this on multiple SR's but it does not seem to work. So I went to the database and change them directly, easy done, but this is not reflected on the SR in Sysaid. I am changing 'dbo.service_req.cust_list2' is there somewhere else this is set per SR? Any assistance would be appreciated.

Hello everyone! I need your help. I'm creating a workflow for a request and sending custom email with alert. Editing the "Workflow Notifications" under the menu "Service Desk Templates" the system recognize HTML in the right way. The problem is when i try to edit " Notifications" under the menu "Customize". I paste the same code used in the Workflow notifications, but when i recieve the mail, all the "<" of the html's tags are repalced with a "{". Has anyone ever encountered the same problem? Has everyone a solution? Thanks

SysAid’s Email Rules apply a set of predefined actions on tickets that are automatically generated by emails from your users. Admins have been allowed to configure a rule to search text in an email’s body, subject or Sender (From) and to use the text to determine which rule to apply to the ticket. Now admins can also decide to search based on the address that the user sent the email to. This can be very helpful when admins have multiple email aliases that reach the same inbox. This way if an admin has an email inbox that is accessed by multiple companies, departments, or some other designation, using different aliases, they can apply different email rules based on which alias the email is sent to. Let's say that you set up your email integration to generate tickets for emails sent to support@yourdomain.com. You can now create an alias named urgent_support@yourdomain.com that is routed to the same inbox. Just set up an email rule to check the address that the email is sent to and assign

Frequently when my users are adding notes to SR in the Self Service Portal the notes are not being saved the SR this happens in both IE and Chrome. I have played with the compatibility view settings and it didn't help, have played with the IE zones and it didn't help. I can't be the only one experiencing this problem.

Trying to see if we can setup alerts for our workstations when they get to around 20-25gb of free space available.

Hey guys, We wants to integrate your app with ours, found Non-OAuth connection documents but unable to find OAuth connection document. It will be great and helpful if OAuth user connection detail document is shared. Looking for your support. Thanks!

Hello. I installed Sysaid on a server and installed the agent on all the machines in my LAN. I would like to know how it is possible with http rest api calls to have a list of all the software installed on all the machines. thank you

Hi, I would like an administrator to have access to Network Discovery to run one off WMI scans but not to have Sysaid Administrator permissions. Is this possible?

HTTPS certificate does not work correctly, it presents an error, the site is https://altioracorp.ourit.support/