Product Anatomy

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’ tic

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 ass

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/

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

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.