Product Anatomy

Hello All! We are currently in the process of implementing Sysaid on-Prem v19.2.33 and are working through how we want the incident workflow to go. We require detailed documentation of the work performed by technicians as well as strict auditing of their work, and I am wondering how some folks out there are managing this. It seems intuitive to me that "Activities" would be the best place for logging time and steps taken, but there are a few problems with that: 1. Any carriage returns are removed when the activity gets entered, making this mostly unreadable if the notes entered are more than a few lines. 2. It's possible for an administrator to remove their own activity and have no history of this listed in the History tab, making this completely non-viable from an audit log standpoint. 3. More "quality of life" than the last two, but it's impossible to save the ticket without entering an end time for the activity, meaning they must either write all notes after the work has been p

Why has the option to delete and modifying notes been removed on this on-prem release? I need this option back ASAP...is there anyway to turn this back on?

Simple issue here (I think). We use LDAP integration for SysAid. We had users imported from LDAP. Worked fine. I created a new OU in Active Directory. I moved the user accounts previously imported to the new OU. I added a new user root setup in the LDAP integration page to scan for users in the new OU. Will Sysaid be smart enough to know that it has previously imported the users it finds in the new OU, or will it see them as new users because it finds them in the new OU creating duplicate users? Not using sub-OU scanning tick box. Also, I have the LDAP integration scan set to run daily. How can I manually run this scan to immediately add new users? Thanks in advance for the help.

When an End User fills out the Submit Service request and they click on the Browse button for the cc, they get the message that they don't have permission. I don't see where I can make this change. Thanks.

Buongiorno , avrei bisogno di sapere come modificare l'elenco di fornitore e fornitore assistenza nella scheda manutenzione. e se è possibile e se si come si può modificare la label "ultima manutenzione" sempre nella scheda manutenzione dell'asset grazie mille carlos

We cannot reach Sysaid anymore When I try to logon https://helpdesk.sysaid.com/Login.jsp?navLanguage=en-US It says Account expired! I mean we need this right now and I already arrange this account to be extended for one more year

Problem: An admin from Admin Portal uses the new button to create a service record. It automatically assigns the service record to them and does not change when the admin group is changed to a group they are not in. How can I make it change the assign to to none if the admin group is changed? or Make it so the admin can only create new service request for the templates assigned to their group from the new button in the admin portal but be able to create any service records from the self-service portal. Thank you for your help.

Anything recieved via email opens a Service Request. Sometimes we get Change control emails that I would like to become Change Requests but I don't see a way of doing that.

Sometimes, for various reasons, a call is in a state where it can't be closed because of something that has to happen in the future, but there is nothing that can be done until that time comes. For example: - someone logs a call to do something for them on a certain date (in the future) - most of a call is completed, but there is one task left that needs to be done in the future These calls are not ready to close, so they take up "space" on an active queue. It would be nice to be able to set a reminder time, then close the call and have it re-open automatically when the time comes. We already use reminders for warranty expiries, but i can't see how to make that work for this scenario. Thanks

Is there any plans to provide this functionality? Currently the only similar functionality, appears to only suitable for administrators. ${LinkToSR} Includes a direct link to the service record. For administrators only

It would be really useful t be able to include details of SLAs in to auto notifications sent to users. Currently this doesn't appear to be an option.

Hello everyone. I need to know how to change the link for the reset password on the login page. Please see the attached photo. The URL used is the hostname of the server, and we need it to be something different. Any help would be much appreciated.

In change request when I define to whom is assigned approval how can I restrict that only this user can approve and complete approval? ❓ I intent to use this as official approval in so I need to be sure that only this user can approve. :mrgreen:

Dear SysAid Lab members ! For those of you who want to make the most out of the SNMP network scanning - I would like to forward all of your attention to an open source command line tool for snmp queries you can use to learn a lot about your devices and then configure SysAid to extract and save that information. This net-snmp tool will allow you to be able to send simple queries to your SNMP devices and receive the values. You can also run a full SNMP walk command and get all the values from the device. We developed a small SNMP tool based on the command line tool with a user interface you can simply [url=http://cdn3.sysaid.com/VisualSNMPSetup.exe]download and run the Windows version. ([url=http://cdn3.sysaid.com/VisualSNMP-linux-x64.tar.gz]Linux and Mac versions are also available) Learn more about the tool Here If you wish to go for the command line tool follow the instructions below: Download the third link on the download page or click this direct link : net-snmp-5.4.2.1-

We are using SysAid for Change Management, or at least attempting to use it. It is not gaining traction, for a couple of reasons: -End-users who are not SysAid administrators, but who are involved with the change management process need to go through Workflow Actions. -Workflow actions provides no information about the change. -Change Management templates do not allow including a description field in the subtypes which appear in the Workflow actions. -Change Management templates do provide adding a Title field in the subtype template which displays in the Workflow, but I want it to populate from the original title entered by the person who entered the change request, and I can find no way to do this programmatically. I need to be able to include a variable in the template which will insert the information entered in the Workflow in each step. Reentering the same information at every step of the workflow fails on so many levels and makes SysAid less useful than a PDF form. Please poin

Hello All, We are currently setting up our inventory and assets in SysAid Cloud. We want to install the SysAid Agent on both Mac and PC's. My "Mac guru" is asking if there is any way to update the settings within the package before deploying them to OSX. I know he runs scripts to install most of his Mac software. Rather then installing the Agent to all the Macs and then going back to fill in the server information. He was wondering if he can edit the agent settings before he sends it out. If I wasn't clear enough on what I'm asking please let me know. Thanks, Josh

Hi. Is just that: What is the difference? I thought they were the same. Thanks in advance. Regards.