Product Anatomy

Microsoft is recommending security changes in LDAP and I wanted to see if Sysaid can handle this change. https://support.microsoft.com/en-us/help/4520412/2020-ldap-channel-binding-and-ldap-signing-requirement-for-windows

Our List view only shows First 1000, not last 1000 incidents, how do I fix that?

Our It admin left (and us in the lurch), we used to get emails generated when new incident was created when on local exchange from XXXXX@ourit.support. migrated to 365, now we no longer get emails?, the new It Dept. changed or added an integrated outgoing email (said there was non) with smtp.office365.com as host, but does not work. I can get it to work from the new email, but not from the centrixdental@ourit.support

First off, don’t worry. The subject line was to make sure you see this post :) As you may be aware of, Microsoft has announced that they are retiring basic authentication for Office 365 email in October 2020. They are heading towards more advanced authentication policies. And this will affect SysAid’s email integration, which currently functions with basic (legacy) authentication. I wanted to let you know that you’re in good hands – our developers are already working on changes to SysAid’s email authentication, which will support advanced authentication, and the rollout will begin in April, way before the October deadline. IMPORTANT: Microsoft has also announced a replacement of their baseline protection policies, with security defaults, for Office 365. Their rollover is beginning in the next couple of days. I want to make you aware that if you enable the new security defaults, it will block any legacy authentication to Office 365, which will prevent SysAid from integrating with y

We are migrating from an in house support application to Sysaid. One of the functions built into that application was the ability for the user to approve a request via email. The incident would be created by an IT associate. They would select an option for "approval required". When they saved the incident, an email would be generated and sent to the user who authorization was required. That email contained a Approve button the user only had to press and the back end request was updated. The user did not have to log onto the application. Is it possible to simulate this function in Sysaid?

We are trying to differentiate between computers with HDD vs SSD and wanted to create a list containing computer names and which model of storage they have but it looks like it's impossible since adding "Storage Devices" to the main view on the asset list shows only the number of devices. Is such a thing possible to do ?

Howdy. This may be a feature request, but I'm hoping that there is a simple solution. I would like to be able to send customers a URL that will lead to a new service request form pre-filled with a service request template. If I send a link like this: https://my.sysaid.instance/SubmitSR.jsp?quick_name=33889 the correct template is selected in the SR submit form. BUT the other fields are not updated with the template settings. If I then switch the selected template to something else and switch it back to the one I want, then the fields will be pre-filled. Is there a way to send a direct link to a pre-filled template? Thanks, Jeremy.

I have no connection to the sysaid server, I realize that the Sysaid Server services are stopped, when they are started they stop automatically.

Hello. We use IMAP integration with Microsoft Exchange Online. It seems it will be neccessary to use OAuth 2.0 since October 13th 2020 for IMAP. In which versions of Sysaid is the OAuth 2.0 authentication available for IMAP? The following is a notification e-mail from Misrosoft informing about the upcoming change. Thank you. ---- Basic Authentication Retirement for legacy protocols in Exchange Online Major update: Announcement started Applied To: All customers Beginning October 13, 2020, we will retire Basic Authentication for EWS, EAS, IMAP, POP and RPS to access Exchange Online. Note: this change does not impact SMTP AUTH. There are several actions that you and/or your users can take to avoid service disruptions on client applications, and we describe them below. If no action is taken, client applications using Basic Authentication for EWS will be retired on October 13, 2020. https://techcommunity.microsoft.com/t5/Exchange-Team-Blog/Upcoming-changes-to-Exchange-Web-Services-EW

I would like the web portal to not work at all, is this possible? No login window, nothing showing, except a blank page

Do the filters in email rules perform exact matching against strings? And are they case sensitive? For example, we have a rule with a filter where the body contains "Can't access CSE". But this rule seemed to trigger when an email with the body containing "Can't access my documents" came in. Finally, is there a way to see _which_ Email Rule was fired for a given ticket number?

Hi guys, I am wondering if there is a way in which you can create a new ticket upon the closure of another ticket, but the new ticket that is created is set for a date in the future to actually be created automatically. Scenario A ticket is put in for a New Starter into the business, but that New Starter doesnt start for another 8 weeks. Ticket is assigned to an Engineer who will create all of the accounts on the system. However, now for 8 weeks that Engineer has a ticket sat in his queue until the week before the New Starter starts where he can then profile the PC/Laptop befoer then closing the ticket and sending the New Starter Email. So what I am looking for is the Engineer creates the New User and closes the ticket, this then generates a New Ticket which doesnt "appear" in either his queue or the unassigned queue until the week before the New Starter starts. Thanks guys in advance.

I have this error User xxx\username does not exists in SysAid database. Please contact the server administrator, xxx@aaa.com and inform him/her about the problem. we dont do anything? why does it happen?

hello everybody I am a absolutly newby with SysAid. I want to Change the look and feel from the Notification Emails. When i add a html Tag in a Template then SysAid Change the < Character to a { Why do SysAid this? Is there somthing wrong with my Config? Many Thanks for your help

Survey Link in close ticket email is showing http instead of https. Where in the settings can I change this?

Is there any way i could access the embedded database? is to just view the columns of the table and how they are being populated. while data is being entered for testing purpose. Thanks

Good afternoon all, I would like to know if there is a way to open a new ticket on a date in the future, based on a closed ticket? The scenario I would like to happen is as follows: New User Ticket is created possibly 8 weeks before the user starts. Ticket is assigned to an agent. Agent creates New User and all required system accounts and closes ticket Sysaid will then create a new ticket a week before the New User is to start to profile their PC/Laptop. Currently if the ticket is opened 8 weeks before the New User this means that we have a ticket sat around for 8 weeks which skews our ticket count and reporting. So being able to create the new user and close the ticket would be ideal, but we then need the automation for Sysaid to create the "profile kit" ticket 1 week before the start date. Any ideas? Thanks in advance

Hi, For the past week We've been experiencing an issue where when someone emails helpdesk, Sysaid will pick up the email form the configured mailbox and automatically open a ticket. This is the behavior we expect but for some reason it will randomly stop working and the only way starts working its by rebooting the server. The version of SysAid we are using is 8.5.08 Pro Plus running on Red Hat 4.1

Good morning my exchange is 2010 and sysaid version is V18.1.54 b3, apache tomcat / 70.73. Database VersionMicrosoft SQL Server 2008 R2 (SP3) - 10.50.6000.3. Since yesterday, 10/12/2019 users have not received notification of registration and call update. follow the log below 2019-12-10 15:37:31,504 [Thread-10762] ERROR com.ilient - Exception while sending email, message:[EOF] com.sun.mail.smtp.SMTPSendFailedException: [EOF] at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:2057) at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:1580) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:1097) at com.ilient.server.bc.run(Unknown Source) at java.lang.Thread.run(Unknown Source) We did some tests like: boot on sysaid server, service reset, anti spam check, firewall block, unsuccessful. I verified that it may be something related to the complexity of the passw

Good morning my exchange is 2010 and sysaid version is V18.1.54 b3, apache tomcat / 70.73. Database VersionMicrosoft SQL Server 2008 R2 (SP3) - 10.50.6000.3. Since yesterday, 10/12/2019 users have not received notification of registration and call update. follow the log below 2019-12-10 15:37:31,504 [Thread-10762] ERROR com.ilient - Exception while sending email, message:[EOF] com.sun.mail.smtp.SMTPSendFailedException: [EOF] at com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:2057) at com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:1580) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:1097) at com.ilient.server.bc.run(Unknown Source) at java.lang.Thread.run(Unknown Source) We did some tests like: boot on sysaid server, service reset, anti spam check, firewall block, unsuccessful. I verified that it may be something related to the complexity of the passwo

Hello, Is it possible to add a checklist to a Sysaid Request? We would like to create a template with a checklist of assigned tasks we would need to do per each new ticket created for this template. As someone works on the ticket they would then check off the tasks they have completed. I see a previous topic was requesting something similar and required coding to get it done. However, this is from 2015. Is this still implemented the same way? https://community.sysaid.com/Sysforums/posts/list/12489.page#58228 Regards, Ryan

I am trying to reach my service request using the API. I can login as shown in the first attached picture but I can't perform any GETS on any of the commands; it just returns nothing, not even a blank JSON. Am I using a wrong address? Do I just not enough permission to use the API? Thanks in advance

As far as checking all agents are installed. However, it's only showing 50 of 250, missing out some machines on the list what do we need to do?

I had more than 50 Assets however the list keeps on showing 50 only !!! out of 250. Any idea guys>?

Hi all, I have been struggling to implement an automatic script to integrate with the REST API of Sysaid. After a lot of research, I was able to come up with a script that can acheive the following: - Login to Sysaid and get the "Web Session Token" - With the web session token, access the REST API as documented by Sysaid Here it goes: Function LoginToSysaid: Takes in a username ($username) and a password ($password) and returns a Web Session code Function GetTicketInformation: Give you the JSON information of a ticket (Whole ticket) with a given $ticketID and $sessionToken Function UpdateValue: Updates the value of a key ($updateKey) in Sysaid (Could be title, description, notes, see Sysaid Documentation on the REST API) with a new value ($newValue), a ticket ID ($ticketID) and a $sessionToken You must use the LoginToSysaid first to get the session token, then you can use the other functions to do whatever you want :) $SysaidURL = 'YourSysaidURLWithHttpAndPortNumber' Function L