Product Anatomy

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  

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).

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

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

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

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 in

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.

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

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?

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.

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?

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?

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.

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

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?

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!

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