Product Anatomy

Good day:We have a “canned” script embedded in messages. When we assign SRs to process managers, we use Send Message to communicate to the submitting user that we have received their SR and are working on it.Is there a way to automate that, where SysAid will send the message when either the “Assigned to/Process Manager” field is filled, or the Status changes from New?Thank you.

I am looking at the ITSM Performance Dashboard in BI Analytics and see the Category filter.  Is there a way to filter by sub-category in BI Analytics?

Hi there,I’ve been tasked with bulk importing some new categories into SysAid and was wondering if its possible to set the EUP groups as part of the import? I suspect its not possible, but figured no harm in asking!  Service Desk > Import Categories   

Hey guys I have one new user at my company, he’s unable to submit new incidents through the self service portal. The button that typically appears on the banner towards the top of the screen doesn’t show up (it shows up for the rest of the managers), and when he clicks on the submit an incident button towards the bottom of the screen, it acts like its loading the submission form, but then does nothing. I’ve checked settings, they’re all set correctly, he is the only one experiencing this issue. I’ve tried undeploying and redeploying, and rebooting, and still no changes. Has anyone else experienced this or have any ideas on how to fix this?

I am looking to redesign my Incident request form and could sure use some recommendations from those who are happy with the forms they have developed.  If you have a screenshot of a form that you’ve created please share it out.  I would greatly appreciate the assistance.

I work across several computers at different locations.  Am noticing that my ticket views do not follow my sysaid profile.  I”ve had to recreate them on each computer.  Is this how it currently works or am I missing a setting?

I want to have a field when looking at a requestor’s ticket that will also list the other tickets they currently have active. Is there a way to do this?

Due to the extreme delay that SysAid notifies admins when they’re assigned a ticket, I am trying to send Slack notifications instead. The Slack integration doesn’t work at all (no surprise there), so I tried to use Zapier instead.For some reason, Zapier is unable to change the ‘Assigned to’ field for a SR, even though the action (the automation as a whole) is correctly registered by SysAid. The Assigned to field just doesn’t update at all.What could be causing this?

How to I add a place for a user to type in their room number in the template for submitting a service request?

How do I add a place for users to add in the room number, in the user information when they create a incident?  I want to edit the template so they can put in the room number they are in that they are requesting help.

Hello, I am trying to set up a connection with the API, but both in python and postman the response that I get is an HTML text asking me to sign in and code 200.In postman I used:"user_name":"XXXXXX","password" :"XXXXX","account_id":"XXXX" I also tried to use those parameters in the params tab instead of the Body, but I got the same result.

Hi everyone,I’m working on it in a Power Shell script to change or update labels into the assets. Is there any API Endpoint to do this job.For exemple: I have the asset with asset ID=123123 and I need to update de lable “Status of asset From = In use to BrokeHow can i do that using API?    

Hi SysAid supportI have some reports to create within the SysAid platform, but i don’t know what filters to addDaily touched (meaning escalated to other groups)Tickets not updated for > 2 days (specific group)Individual member (tickets closed last month)Can you please adviseThank you

When creating a report, is it a possibility to add a timeframe for request time to include all time. For example, if I want to see all active service records currently open with X Status, I am limited to custom timeframes that have to be constantly edited per report rather than a pre-coded option that states “All Time”. This would then grab from the day of report generation back to the first creation of the account or something along those lines and show any request/change/incident/problem that would fall under that timeframe in the report.The manual methodology to constantly update the date ranges to include all open items is becoming a constraining factor in our managements reporting process.

Hello, Is it possible to close a support request via email? What we are thinking of is, the user/admin would just send message to the support email address (which has been integrated) and add a detectable word somewhere in the subject line or in the email body that tells SysAid to close the support request. Ex. 'Closed' in the subject line Regarding Service Request #2,221 Multi-year Receipts - Closed ...then the we want SysAid to close #2,221 based on the latest email which has the word 'Closed' in the subject line. Thank you

Hello, We recently migrated to Sysaid Cloud from our on premises server, and now we are seeing some inconsistencies/discrepancies with how user names are displaying in HelpDesk. some users show with just their Windows user name (dmcdonald) - this is correct, and preferred.New users it sets their username as their email address - but we do have the option to edit it.Some older users are displaying as the DOMAIN\Username like they were imported by LDAP - this is incorrect and makes the layout confusing to look at when selecting an admin to assign a ticket to - also - these usernames CANNOT be edited in the helpdesk panel. Is there another way to edit/change an administrator’s username, besides removing them and re-adding them and having to unassign/reassign tickets? 

After changing default to Requests instead of Incidents we’re not receiving tickets.  I tried switching back but it did not change anything.Also, the Help Desk > All view is broken.  It shows various entries but no values are populated.  Just blank fields for the 10, or so, entries.

Hi everyone I’m using the cloud version of SysAid and I notice that there is no SysAPP to Mobile Devices. I’ve tried to user in the Browser and the experience is so bad.Is there any roadmap to delivery an new APP? I’don't believe that in 2025 a platform like SysAid there is not APP.  The GLPI have the really goog APP and it is free and SysAid, that I pay to use, dows not have.   

Hello SysAid Community!When it comes to IT asset management, what’s your biggest challenge?Lack of visibility into all assets Keeping asset data accurate and up to date Manual processes slowing things down Compliance and security risksDo any of these resonate with you, or is there another challenge on your mind? Share your thoughts in the comments! Let’s discuss. 👇

HiAre these the correct SR type values?"value": 1 = "valueCaption": "Change""value": 2 = "valueCaption": "Problem""value": 3 = "valueCaption": "Incident""value": 4 = "valueCaption": "Request"

 Missed our live webinar? No worries! The recording of our Achieve Total Asset Visibility webinar is now available on demand.Watch it anytime to discover how you can gain complete asset visibility, streamline IT operations, and enhance security. 🎥 Watch now: Recording on demand Have questions or insights? Drop them in the comments! ⬇️

Bridging the Gaps for Smarter IT Operations Managing IT services without accurate asset data is like navigating without a map. While IT Service Management (ITSM) ensures smooth service delivery, IT Asset Management (ITAM) provides visibility into the assets that power those services. Without effective ITAM, IT teams face outdated asset records, compliance risks, and inefficiencies that slow down service delivery.SysAid’s Advanced Discovery Solution powered by Lansweeper, eliminates these challenges by bringing real-time asset intelligence into your ITSM workflows, ensuring IT teams have the right data at the right time to make better decisions, improve security, and enhance efficiency.

Hi I wanted to know whether we can  have an integration of Lansweeper within SysAid ?

I have been asked if it is possible to create a report showing the time incidents have been active for. This would be broken down into different timeframes for example:Open for more than 3 monthsOpen for more than 2 months etc..Showing the number of incidents in each time period. Is this possible? I have had a look at the Timers section but not sure what needs to be setup. Any help or guidance would be great. 

Is it possible to create  end users via API (or is that on the roadmap)?  We are automating our onboarding process, and being able to do this would eliminate one more step our techs need to do when staff are hired.  Thank you!