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JOHNREILLYNew SysMate

asked in Knowledge Base

Enable Patch Managment Trial via .xml

I received the Patch Management Trial .xml via support. When I go to Settings\Intergation\MyApps and Upload license file, it states “unable to find FieldDescription for ‘sysAidActivationFields’ in ClassDescriptor of addonLicense.” Am I supposed to load trial licenses in a different location?

1055

6 months ago

mgibbs08New SysMate

asked in Help Desk

Can Incident/Request tickets be converted to Projects?

Hello! We have some incident/request tickets that come in that really end up being projects. Is there a way to automatically convert those tickets into a project?

333

6 months ago

YerssonHernandez99Community Enthusiast

asked in SysAid API

SysAid API can't apply two conditions (or more?) in a GET

Hi to everyone.I would like to verify what is wrong with my API request, as I am simply calling a view and a date filter. If I execute the view only, it works correctly, and if I execute the date filter only, it returns records within that date range. However, if I apply both conditions, neither the view nor the date filter work.https://sysaidit.com/api/v1/sr?view=Porcicultura&insert_time=1701580800000,1704105600000Thank you very much for reading.Let me know if you need any further assistance!

861

6 months ago

SuperSalmonActive talker

asked in Reporting & Analytics

Analytics - Dashboard

When I click on Analytics → Dashboard within SysAid, the page is blank whereas previously it was returning a number of SysAid customised dashboards. Have they inadvertently been deleted? How do I get them back? Even selecting the Design Dashboard option doesn’t return anything :(

663

6 months ago

SuperSalmonActive talker

asked in Reporting & Analytics

List detail doesn't match graph summary

I have created a custom Dashboard for the Application Support team in our business. One of the graphs is Service Records Overview which is grouped by ‘Assigned to’. I’ve set a filter so that it only displays Assigned to=’User1’, Assigned to=’User2’ and Assigned to=’User3 (the users being names of the team in question). When clicking on ‘User1’ (cyan) to drill down into the detail, the list only returns 8 service records. All other users match perfectly.

TLaurieNew SysMate

I need some help understanding terminology in Sysaid. A definition, field associated with and anything else you feel would help The terms are: Assigned Administrator Assigned group members Responsible Administrator Process Manager Thank you for your help.

1112

7 months ago

RepartoITNew SysMate

asked in Help Desk

Account does not exist sysaid203976

hi my url is https://sysaid203976.ourit.support/ but i see https://sysaid203976.ourit.support/ why doesn't it work? thanks.

875

7 months ago

Texwilson47Community Enthusiast

asked in Asset Management

VMWare Host - Adding to Asset List, and CI (CMDB)

Close this out… figured it out.

631

7 months ago

Gary HSysAider

asked in Knowledge Base

how do I merge a ticket?

2212

7 months ago

ljablonskiNew SysMate

asked in Help Desk

SLA Breach - not sure how

If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email. Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.

601

7 months ago

BarrySNew SysMate

asked in Help Desk

Account CGH Medical Center has been expired.

Everyone in my organization is getting this error when we try to login. Sending email to login@sysaid.com gets no response and sending a message through the support portal has not been replied to either. Is there an issue with the site or is there a more serious issue? Our contract is valid till Oct. 22nd, 2024 so it isn’t that.

232

7 months ago

tcampbellnmialNew SysMate

asked in Self-Service Portal

Error message when sending tickets

When attempting to submit an incident, I am getting this error message. “There was an error in the ticket submission”. Can anyone assist?

891

8 months ago

diegoimageNew SysMate

asked in SysAid API

Aid me to use API

Hello guys!I need help to use Sysaid API.I import wdsl that has in Integration → Sysaid API, on Postman and the RAW I put{ "user_name":"name", "password":"********"} But I can’t POST, my method login is LDAP.I read the documentation but don’t appear friendly to me, anyone can help me?

890

8 months ago

nicole.canoNew SysMate

asked in Asset Management

IT Asset Management Monitoring setup

Hi,Wondering if there’s a video that can walk me through IT asset management monitoring configuration.

mkrukielNew SysMate

My laptop is not powering on. Please advise on how I can create a work order ticket number to resolve.

372

8 months ago

Joel_JoseActive talker

asked in Service Automation

Does anybody have a new hire template ?

I wanted to check how effective is our new hire template, and also how the each process is setup

1153

8 months ago

Joel_JoseActive talker

asked in Service Automation

How can i create a child ticket ?

I wanted to know how can I create child ticket , this would beneficial for new hire creation process

bikin4funNew SysMate

Our malware scanner detected malware in your software that we want to bring to your attention in help of a resolution: Filename: /public_html/support/inc/common.inc.php File Type: Not a core, theme, or plugin file from wordpress.org. Details: This file appears to be installed or modified by a hacker to perform malicious activity. If you know about this file you can choose to ignore it to exclude it from future scans. The matched text in this file is: $id = $id[0].$id[1].$id[2]. The issue type is: Backdoor:PHP/StringsConcat.13658 Description: Obfuscated concatenated strings

825

8 months ago

YerssonHernandez99Community Enthusiast

asked in SysAid API

Query Parameter Functionality Issue in SysAid API (V1)

Hello,I'm trying to understand how parameters work in the SysAid API. I've been using a request to retrieve service requests within a date range like so:https://myCompany.sysaidit.com/api/v1/sr?insert_time=1483246800000,1711152000000 However, when I add another query parameter to specify certain fields to be returned, neither of the two filters seems to work:https://myCompany.sysaidit.com/api/v1/sr?insert_time=1483246800000,1711152000000&fields=problem_type,alertID,CustomColumn17sr,sr_type,problem_sub_type,third_level_category,title,status,request_user,responsibility,priority,insert_time,close_time,due_date,update_time Does the SysAid API support more than one query parameter? If it doesn't, how should I structure the request according to the API's requirements?Thanks for your help!

1501

8 months ago

YerssonHernandez99Community Enthusiast

asked in SysAid API

can filter Service Request by id range?

I hope you're doing well.I have a question regarding the SysAid API Services. I'm wondering if it's possible to filter requests by ID range. I need to view my service requests within a specific range or apply a filter based on certain criteria. Could you please assist me with this?

521

8 months ago

YerssonHernandez99Community Enthusiast

asked in SysAid API

Get Due Date List from Sysaid API?

Hi, I hope you’re fine. I’m a beginner exploring SysAid Api (V1) and my question is. This version can Get Due Date List? I need this information and I think, this can be possible because is a enitity from List Petition. Thanks for your help. Data to get in a petition:

1001

9 months ago

angelsntNew SysMate

asked in Customize

Configuration agent permissions

hi, I have a group of agents. I need that each agent only view his own tickets. Where can I define it? I try in the permissions in the agent group but it is not working. Thank you

432

9 months ago

nnemethCommunity Enthusiast

asked in Customize

New Custom Fields Stuck In "Pending Addition"

Hi, I’ve added some new custom fields fr service records and they’ve been stuck in “Pending Addition” for more than 12 hours. What steps can I take to move these out of Pending Addition into Ready?

2044

9 months ago

roblewisNew SysMate

asked in Reporting & Analytics

Please help me with a report

I need a report showing what time of day the most tickets are created -maybe a bar chart with the hours of the day on one axis and the total number of tickets raised on the other axis, for a given time period.Is that possible, and how would i go about building it, please?Thank you

722

9 months ago

Antokapo69New SysMate

asked in Help Desk

Detailed Help Desk report

hi We need to extract from sysAid a detailed report including tickets assigned to my admin group and all the available details with notes and messages that admins have exchanged with the ticket reporter. Is it possible to create such a report? Thanks in advance Kind regards, Antonello

1252

9 months ago

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