Product Anatomy

Hello. In our company we have 24/7 'Operating Time' set on the assigned SLA. Not that we work 24/7, but we do have a stand-by team that is activated to resolve issues that arise outside office hours. We have to keep record of time to respond / resolve for these issues as well, and we also have 'Escalation Rules' that must be triggered 24/7. Thus the need of 24/7 'Operating Time' set. The problem is that this way, all open tickets will burn SLA time if we leave it open by the end of the day / weekends. So we have the need to "park" it. Since there is no obvious Status to use for this matter, my idea is either to rename an existing one, or create a new one. But can't see a way to set whether it will sum up SLA time or not. How can I tell which ticket Status count towards SLA? I see that, for example, 'Pending for Others' status doesn't count, but can't find where to check / set this. Even if I create a new Status record, how can I set it to count or not to count? On Customize -> Lis

Hello, I tried to open a new topic last week but it does not appear, so I'm trying again. I am new to BI Analytics, and I would like to know if there's a way I can build my own charts or modify more freely the existing ones in the sheets present in the module. For example, there's this chart: "#Open SR by Age and Priority". I would like to see this same chart but, instead of Priority, see it by Age and Admin Group, by Age and User, etc. And the same with other charts, some let me change one field but not the other(s). I would like to change any of them, or have a way to build my own charts from scratch in templates similar to the ones present in the sheets. Can I do that? And, related to this: can I create my own custom sheets with charts of my own making and/or choosing? Thank you very much! Best regards, Isaac

If i go into sysaid and go into a ticket and copy the link and add it as a hyperlink in a word doc i try to click it and get re-directed to https://domin.sysaidit.com/Home.jsp rather than into the ticket. If i use the same copied URL and place it in an email or directly into a browser it also works Any ideas as to why its re-directing me to the home dashboard only in word hyperlinks? I am also signed into Sysaid when testing all this and it happens to everyone. thanks

Hello fellow SysAiders, I apologize if this has been reported previously, but I was not able to locate another post covering this topic. We have recently upgraded to the new UI, and are having a great time, but have noticed some display issues. (See attached) When the horizontal space is limited, fields to the side all begin to overlap, to the point they are illegible, unless 'maximized' again. Is this a known issue, or a browser setting, perhaps? It would be nice to be able to adjust the horizontal size without losing view of the contents of the screen. Screen is Firefox 72.0.1 64bit Thank you, and we look forward to your feedback, HD-108P

Hi, We use version v15.4.15 of Sysaid and also have the newest module Advanced Reporting installed. Which version of Jasper iReports is supported for editiding/design new report templates? In the help file is says "Reports in SysAid are edited using iReport version 3.7.6". Is this still the case? Best regards Haakon

I was updating some incidents and the site crashed, I got: Internal Error No#4445 com.mysql.jdbc.exceptions.jdbc4.MySQLSyntaxErrorException: Unknown database 'alpinesecurities' Now when I go back in to the site don't see any incidents, assets or users. Site is: alpinesecurities.ourit.support

Hi All, Can anyone help me? I'm trying to produce a report to see if my SD have hit or breached all SD tickets for p1 through to p5, each with different timers set. Thanks in advance, Guy

Can I create a custom report that will show me all SR's that are from 2pm the previous day to 2pm on the current day?

Good afternoon. I've downloaded the Iphone app and can not figure out which URL needs to be used. It asks for the following: URL: Username Password I've used the URL that I typically use in Chrome on my laptop that I use daily. Am I missing something? Where could I verify the correct info that needs to go into the app. Thanks in advance!

We setup our SysAid environment to complete a WMI scan and add assets from it. And now we are starting to push out the SysAid agent to devices (via our software installation tool (Microsoft Intune)) -- we are now receiving duplicate entries for the same device. It shows both the WMI and Agent asset (see attached screenshot for the example of an Microsoft Surface device). Won't SysAid see the duplicate device names and merge the two since they came from 2 different discovery types? Should we only use one method of discovery? Any recommendations would be appreciated before we push out the agent to all users. Thanks! Rob IEDA CIO

This is a long shot, but I am trying to find out if there is a way that the Sysaid Agent can or already does collect information that would be retrieved if I ran the following from Powershell: (Get-CimInstance -ClassName Win32_BaseBoard).Product or Get-CimInstance -ClassName Win32_BaseBoard I would really like to know if some of our models have different product codes. Note: Product Codes are specific to the manufacture, not related to Windows Product Codes.

Hello all, I need help with deploying the password self service windows login feature on a new set of PCs which are Windows 10. We had the feature on our PCs which were Windows 7 but recently replaced all. I have tried the process of deploying them using the SysAid tool but it does not seem to work. Can I have some assistance please? Thank you.

Hey there, Is it possible to push Windows 10 release upgrades (exmpl.: 1806 -> 1909) through the patch management? In with category, are they integrated? Thx!

Is it possible to send a workflow notification to an email address inside or outside of the company? Right now it seems to only work if you choose a person from the browse option.

I know how to edit my email notifications. What I don't know, is anything HTML related. I would like to pretty up our notifications with our logo. Does anybody have an HTML template that I can look at and adapt as my own? I just don't know where or how to begin. Thanks.

Anyone know how to remove existing custom views? We removed people from our department and their personal custom views are in the list and I would like to remove them...

Hello, Today we bring our LDAP active directory by just selecting some OU. We would not want to import users whose "first names" field is empty. Thank you for your help. Nicolas

Hello, In short, we need to stop counting time towards SLA at night and weekends, for all non-critical tickets that remain open. The only solution seems to be creating a new Status that doesn't count towards SLA, and manually set all non-critical open cases to this status by the end of each day, changing it back next morning. This is not practical, but seems to be the only way. 'Operating Times' for our SLA must be set to 24/7 because we have a stand-by team that must respond to Critical cases that arise outside working hours, and resolution time must be accounted towards SLA. An alternative would be to set two different 'Operating Times' on the same SLA, which is not possible on Sysaid, or to set two different SLA's for the same company with different 'Operating Times' each, which is also not possible on Sysaid, as far as I know. If no better solution exists, I need help to create a new Status that doesn't count towards SLA. When creating a new Status record, how can I set it to co

I remember during the sales pitch our salesman mentioned that the agent would automatically be able to detect monitors attached etc. I haven't found the setting in SysAid on how to do this. Does anyone have any idea? Thanks

Hope to can explain, i need a report Open Tickets vs Closed Tickets, when i create my status list in several status i put closed, this means for me the time counter of the tickets stop until another status active make the time counter to continue, for example: status TESTING = Open, Time counting status WARRANTY = Closed, Time stopped status TESTING = Open, Time counting status CLOSED = Open, Time stopped, waiting for customer confirmation status CLOSED/CONFIMED = Closed Time stopped But for me in the status TESTING, WARRANTY the ticket is Open is not Closed, just the time is stopped, how can make some group of status Closed (Just status CLOSED/CONFIRMED) Open (The rest of the status i have) to can make a filter for open and closed ticket no matters the status they have. Thanks in advance

Hello, We have completed a New hire request form. We have a custom field that contains the employees name. I would like to use that field as part of the notification to the admin to have the subject line read "New Hire Request for EmployeeName. Do I just use the custom field name (sr_cust_empname)? - Chris

We setup an escalation rule to auto-Archive service records after 30 days. But when implemented it starts to process SRs and it spams all admins and end users with notifications about service records being modified. We stopped for now because want to prevent all of these Archive-related notifications. We setup a filter manually on each admin to "only allow Archive Is Not Yes" and it worked... but all of our end users also have "Receive automatic SR email notifications" set to "Yes - Receive all notifications" .. and we did not think it was right that we would need to manually set this for hundreds of users and we saw no way to do this in-bulk. We are hoping there is another way or place in SysAid to set such a filter. Thank you.

How do I change the order of the routing order?

Hey guys, Great news! After vigorous testing, we’re ready to release the SysAid 20.1.11 On-Premise version, which includes enhancements to the Automate Joe service orchestration module and the Jira add-on, group permissions for Dashboard views, an audit log summary for each LDAP refresh, and more helpful features. For a quick overview of what’s new in the UI, check out the release candidate. We’ll be rolling out this release in multiple batches throughout the next 2 weeks. If you’re an On-Prem customer, check your email for download link during this period. As a special perk for community users, you can avoid the wait and download the update right now! If you’re interested, use this link. Enjoy!

Good day, I have created a date field (date time picker) Settings > Customize > Fields Customization Entity Type: Service Record Field Caption: DB Supplied Date Field Type: Date DB Field Name: sr_cust_sr_db_supp_date Internal Att Name: CustomColumn29sr So I have placed the field on a Request Template. This works perfectly. However, when I go back to an request and change the date, the date doesn't change in the database. It is asif the first date selected is fixed. Please see screenshots attached, any advice would be appreciated. Thank You Kind Regards Charl