Product Anatomy

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 Without effective ITAM, IT teams face outdated asset records, compliance risks, and inefficiencies that slow down service delivery.SysAid’s Advanced Discovery Solution powered by Lansweeper, eliminates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!

I am looking for a report of service requests per request user - I can’t seem to find one. I have tried creating a report but I have too many users for the charts to be useful, and when I select a tabular result I can’t group by anything. Have also tried the matrix but it only shows the first 50 users. I know I can just export everything and chart in Excel but was hoping I could generate a report from Sysaid. I am using the cloud version so don’t have access to build my own report.CheersJenny

Hi everyone,I'm working on integrating SysAid with my CapCut-related website to automatically create support tickets whenever users report issues. The goal is to send error reports from my website’s contact form directly to SysAid’s API as new service requests.Setup Details:Website: Built on WordPress (with a custom PHP script handling form submissions). SysAid API: Using /api/v1/requests endpoint to create tickets. Form Data Sent: User’s email, issue type (e.g., video export failure, login issue), error message, and timestamp. Authentication: Using an API key (works in Postman).Problem:When submitting the form, my API request returns a 401 Unauthorized error. The same API key works in Postman, but not when used in my PHP script. Tried both Authorization: Bearer <API_KEY>

We are creating tickets in sysaid and use responsibility null or ‘’. Either one of these brings process manager in sysaid to be a service account that is assigned for API.Any suggestion on how to make it none?

Is it possible to hide change templates? For example, unfinished or no longer used templates.

HiI’m trying to filter some emails sent to an administrator((Description Like onboarding And (Title Like Hire Or Title Like Rehire)) Or (Description Like leaving And (Title Like Termination Or Title Like Termination)))But the filter is not working.I’m still receiving emails out of this filter.Can you please let me know what can I be doing wrong?I had some words in Description, for example, but I deleted all and left only one.But keeps not working the filter.BEst regards,Rui Novais

I have error with  agent on linux for new asset:ERROR [pbanka] [SysAid Server] com.ilient - Error in SAXParserjava.lang.NullPointerException        at com.ilient.agentApi.b.startElement(Unknown Source)        at org.apache.xerces.parsers.AbstractSAXParser.startElement(Unknown Source)        at org.apache.xerces.impl.XMLNSDocumentScannerImpl.scanStartElement(Unknown Source)        at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl$FragmentContentDispatcher.dispatch(Unknown Source)        at org.apache.xerces.impl.XMLDocumentFragmentScannerImpl.scanDocument(Unknown Source)        at org.apache.xerces.parsers.XML11Configuration.parse(Unknown Source)        at org.apache.xerces.parsers.XML11Configuration.parse(Unknown Source)        at org.apache.xerces.parsers.XMLParser.parse(Unknown Source)        at org.apache.xerces.parsers.AbstractSAXParser.parse(Unknown Source)        at com.ilient.agentApi.b.a(Unknown

Hola a todosEstoy luchando para agregar un archivo adjunto desde la api, comparto caprura.  

Hello Everybody, I’m struggling to add a attachement (xlsx file) to an existing SR. Here is my code :Function Add-SysAidRequestAttachment { [CmdletBinding()] Param ( [parameter(Mandatory=$true)] [String]$BaseURL, [Parameter(Mandatory=$true)] [Microsoft.PowerShell.Commands.WebRequestSession]$SessionToken, [parameter(Mandatory=$true)] [String]$RequestID, [parameter(Mandatory=$true)] [String]$FilePath ) Begin { $VerbosePreference = 'Continue' } Process { Write-Host "Entering Add-SysAidRequestAttachment" # Préparer l'URL pour l'upload du fichier [System.Uri]$Uri = "$BaseURL/api/v1/sr/$RequestID/attachment" # Lire le fichier à envoyer Try { $fileStream = [System.IO.File]::

Hi thereI have an on-prem SysAid instalation.And I need to automate some task, by Microsoft Power Automate.One of them is, make http request on Power Automate, to SysAid to check new sr.I already created a specific user for that op and given administrator permissions.I’m trying to make a post test login, with Avanced Rest Client (with access to SysAid) and the error I get is{  "status": 401,  "message": "Incorrect login information. Letters must be typed in the correct case. Please make sure the Caps Lock key is disabled."}Can you please tell me what could be the problem?Thanks.

I need to create a list of SR for a Process manager with the total activity time spent on each record for that manager.I would also be able to filter on the amount of time spent on that record (ie: at least 1 hour).I tried to create a custom report but I’ve not been able to achieve this.Thank you

Hi I can’t find in the documentation a list of the different available statutes and their appropriate code.I need it in order to update a Service Request’s status using the API.Is there such a list?

Hi Guys,I’m facing here the issue about how to the “Enable” automatically the label “Pacth Management” Anyone has this solution? For Exemple: The new assets join the Sysaid plataform and automatically the pacth management is enableAnother issue that I have is that I have a lot of asset into the plataform with patch management disable. How could I set to enable in massive way?   

Solved. Please delete. 

Is it possible to use the registry keys to generate a report for assets that have a value of 1 vs 0. We are trying to find out if PCs are set to auto login or not. We have the values in our assets from: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon\AutoAdminLogon. We do not want to have to verify all 2000 assets individually. 

We have a number of scheduled reports created by a user who will be leaving the organization soon.  These reports are emailed to multiple users.  When the SysAid account for the author of those reports is disabled, will the scheduled reports they created continue to be sent?  If not, what course of action is recommended?

Has anyone setup a good form/workflow for user requests using the requests? ie. new user, termed user, modification, etc? Any help would be appreciated!

Can someone let me know how we can set a different default font and size when sending a message?

Is it possible to edit the default basic/advanced request templates to remove the statement "If relevant, add this Request details to the Knowledge base. Close the Request." out of the notes of those templates?

hi guyz can assist me ...im having issue in space environment where by the category is not populating. any solutions?  

Hiya,In Analytics > Dashboards, There is a ‘Group by’ option for ‘SR Custom List 1’. I want to create another option to group by. I can find the ‘SR Customer List 1’ in Customize > Lists,but after creating my custom list, I cannot see an option to add it to the group by selection?   

Hi there, I’ve run into a bit of a head scratcher. The “Time to Repair” timer is still accumulating on a “Incident” service record that is in the “Waiting for Customer” status but I think I’m going blind. Is there something wrong with the below logic?   (Service Record Type = Incident And (Status <> Closed Or Status <> Rejected Or Status <> Customer Test Or Status <> Waiting for Customer Or Status <> Workaround Or Status <> On Hold Or Status <> Resolved Or Category <> Releases)) Timer screenshot