Product Anatomy

Love the new multi-value relational list option. Is there a way to set multiple values via email rule or escalation rule? We've tried a few different syntaxes (values separated by comma or space) but that hasn't worked although oddly enough the when separating by comma we do get two null values in the field.

Hi Folks, I hope you can help with this one. We support a very large council network with various towns and multiple sites in each town. The Council has maintenance agreements with us which run out at different times and have different agreement numbers. Its a bit of a bind having to change each asset individually to reflect new maintenance dates & agreement. What we would like to do is perform a batch change to a group of devices to reflect new agreement and new dates. Not sure if this is achievable ? Thanks in Advance Scotty

Don’t you just hate when your support queue has multiple tickets about the exact same issue? Ok, so the Marketing printer is jammed. You got it. There’s no need to have 100 different tickets about it. It’s not like that’s going to help you solve the issue any faster…. Right? Well...that’s all about to change with Merge Tickets Find out how to keep your ticket queue clean by merging overlapping tickets. You can view a short video documenting the Merge process on the Cloud Latest Release page (https://www.sysaid.com/product/cloud/latest-release). * This feature will be available in the next on premise release - beta scheduled for April

I am playing with the favorites query string to see what it lets me do. Currently we have a basic incident template that most SR are fed from. There are some things that I do personally that I do not think warrant adding extra templates. Some common categories I use for instance. I am able to save this URL to set the Category just fine https://[accountname].sysaidit.com/SREdit.jsp?id=0&fromId=IncidentsList&SR_Type=1&templateID=206&status=2&problem_type=Alert Where Alert is a Main Category for us. I also set the status based on its ID. 2 = Open for me. I can't seem to be able to set the Sub-Category this way (havent tried Third Level). I have tried the following in the query string without the desired result problem_type=Alert_IT_Query problem_type=Alert&problem_sub_category=IT The former matches the API approach so I thought I would give it a try but that just set the main Category verbatim. Using problem_sub_category has no visible change. How can I set the sub and third level cat

hello, We need to use the CI name in SMS message. the Question is how to write the $ Tag correct TNX for your help

Good evening, SysAid Specialists, We are in the opening stage of making the chat option available to our end-users and want to make sure that we get off on the right foot with managing their SysAid Chat accounts/profiles. From what I can see, it looks that they will be able to self-identify however they want; the User & Email textboxes appear to take any string data they might enter. This also means that they are free to typo to their hearts' desire, and challenge us to keep our userbase clean of duplicates and also junk strings. SO! I'm anticipating that the one tasked with doing most of this cleaning will be myself. That said, I would like to get some feedback from those who've come before. If you've got a proven method to keep junk data out of here, or prevent dupes, etc. I would be grateful for the heads-up. -Cheers, HD-108P

Hello We are experiencing a weird issue with PSS and G Suite. When the user is first enrolled for PSS and attempt to change their password for the first time, it seems that Google does not pick it up correctly. Users are still able to log in to domain PCs (AD) but when trying to log in to their Google account, they cannot. Google says that the password was changed, but does not allow to log in with either new or old password. When they run the procedure again, all works suddenly. 😲 We went through all possible logs to trace any errors but all looks perfect. Did anyone come across this issue? We are expecting over 2000 students to enrol during the summer and we need to fix this. Help, please.

I put a note in a couple of templates but I cannot delete the note anymore. Now the not appears in every ticket which is a problem. Is it possible to delete the note out of the templates without making all the templates again?

Hello, We use Sysaid for many things and one of them is for our Facilities staff to track and solve tickets. We have 2 guys at a location, and they are in a General Group in Sysaid. They get an email when a ticket is assigned to them which is great. The issue is that one guy may close out another's assigned ticket. This is where they would like to get an email stating that it was closed. They are not admins, so they do not get the closed messages unless it was attached to them. This is on a Sysaid cloud-based environment.

I have my date format set to American but it is displaying in European. I really need it to displap as MM/DD/YYYY and not DD/MM/YYYY any one know why this is happening? thanks Peter

Hi, I have found a reflected XSS vulnerability in 20.1.11. I have not had success getting in contact with anyone by filing a ticket. Can someone point me in the right direction with regard to who to talk to about this vulnerabilitiy? Thanks,

A supervisor in my organization noticed that he sees all the tickets for people in his department, including his own bosses. I checked our AD, and he only has six direct reports listed. It begs the question, where is SysAid pulling the information about who is under his supervision during an LDAP sync? Can it be configured t only show his direct reports under Supervised Tickets in the Self-Service Portal? Thanks for any advice you can offer.

Hello All, Is there a way to assign more than one email address to an administrator in SysAid? For example. I created a template admin account named "Helpdesk". When a ticket gets assigned to this user, I'd like to be able to have SysAid email "helpdesk@domain.org" as well as another email address. I'm looking at the user creation and properties page and one of the fields has the area you can enter in their email address, but I'd like to be able to put two in there. I tried to put "helpdesk@domain.org; user@domain.org" but it won't register or send to either one. Let me state what the goal is here to see if this helps in the case anyone has a better idea of how to go about this in possible a better way: Management has requested to create a single group that when a ticket is assigned to this group, a wide variety of staff and departments get notified and can all work within the ticket. The goup has to deal with network login changes. As of now, we have it setup where one team gets

When I try and access my account, it goes straight to the error.jsp page. I tried going through Chat, but was sent to three different people, with the last one just seeming to vanish as I had no response for 15 mins!! One of them suggested that the free license had expired. Something similar occurred back in 2017 and someone at SysAid just extended it and it started working again. Please help!! I have records on there for support calls since the lockdown that I need for invoicing. Thanks Paul

I have a brand of wireless access points that are being tagged as a 'Printer' type device upon initial discovery. I update the device to 'WAP' enter a serial number, etc. Once SNMP scans again the device is recreated as a 'Printer' type device and I'm left with duplicate entries. Where can I change how Sysaid determines device types from SNMP scans?

Morning all, One of our admins needs to link to specific tickets from a spreadsheet, but there is an issue with the links sometimes taking them to he Admin portal. I've tried a few different formats but sometimes the links still take the admin to the admin portal. http://helpdesk/SREdit.jsp?id=33369&fromId=List http://helpdesk/SREdit.jsp?id=33369 http://helpdesk/SREdit.jsp?QuickAcess&id=33369 I have made sure that the user is logged in, so that isn't the issue. Does anyone have any suggestions?

I have got email piping working. When I send an email it just gets allocated to the default category. How can I set this in the email? While back I found a help file that gave you all the tags to use but I can not find it now!

How can I go about getting our site (alpinesecurities.ourit.support) removed and how to I remove my forum login? When I try to contact support to do this I am not able to. I just get a message telling me my login has expired and to contact login@sysaid.com for help but that returns an NDR as an invalid address. Thanks

Hello. My name is Isaac and I'm exploring the SysAid BI Analytics module for the first time. I have the following questions: -Can I change the order in which the values of a field are ordered in a chart? Take for example, the field Priority. I see the Spanish names of the values in the order 'Very high', 'low', 'mid-to-high', 'normal', 'high' In piled up bar-charts, they are displayed in that order, which is not intuitive or friendly,.I'd naturally like them to be ordered from lowest to highest, even if that means I order the field values myself. -Can I build my own custom sheets and charts? For example, I would like to have an equivalent to the chart "# Open SR by Age and Priority", but have it be by Age and User, one chart for each group of users. I see in the charts containted in the sheets that I can only modify some of the fields, and bring in some of the fields, but not "just any field". -Do I have a way to know any of the following through the BI module?: * How many SRs are

Buenos dias, algien sabe si en sysaid se puede hacer una categorizacion automatica de tickets, para estos que sor recurrentes , mismo tema misma prioridad mismo todo y son tickets del diario?

when I try to attach a file it shows me the following message and does not allow it. Cannot upload file: No such file or directory

Hello, We are trying to setup a workflow that will set the process manager via a user field in the workflow, but process manager is not an option. I only see Assigned To, however that is not putting it in that persons queue.

Hi, I did an export case excel file, but it seems not to be supporting a local language. What Should I do? Regards,

Hi, I´m trying to understand how work this part of the SysAid Help Desk. What I want is to know how work this section "Enable Priority Matrix" because I want that the ticket automatically change the priority or urgency based on the impact of the ticket when the customer makes the service ticket. Thanks!

Hello Sysaid folks, Currently we have an escalation rule that automatically assigns any status 'new' incidents to our level 1. The issue we are having is that any job that is unassigned and has a status OTHER than 'new' does not get auto assigned. Creating an escalation rule that assigns all incidents with status 'active' and a blank assigned field, just assigns ALL active tasks to the level 1, even when they were already assigned. So my question is: How can I create an escalation rule (or similar) that automatically assigns any UNASSIGNED incidents to our level 1, after they have been sitting unassigned for 15 minutes, regardless of their status. Cheers