Product Anatomy

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    

How to assign action item to multiple user or a group? I created an Approval action item, I need to assign this action to multiple user or a group of people, how can I do it?

Hello everyone. Is anyone else having issues with responses from SysAid support? We have been sending them emails directly and trough the web site since July and we haven’t received a single response. Our account has expired and we aren’t able to get someone to enable it. Also someone from SysAid contacted us for new licence prices and when we asked about the account, no response about that. But of course the new licences were sent. Any suggestions how to get in touch with someone to enable our account? Even telephone calls didn’t work. Best regards! 

Hi there, I have a general question, when it comes to customizing lists, is the “Valid for User Groups” only available for system/default lists? I’ve noticed that on the custom lists I create this option is not available?   

What is the limit for knowledge base article attachments?  I am trying to attach webinar videos and it cuts them off.  I tried to attach as a zip and the end users can’t download.  I know the answer is front of me, but I can’t figure it out.

I have created a problem ticket, and now want to link all the incident tickets to the problem ticket that are relevant. I have searched everywhere for a field that resembles Link, Related, Merge etc. and cannot find it anywhere as an option on any of our templates or forms. There’s no sign of any of these options within any ticket types either. I don’t understand why we can’t link tickets, or at least link incidents to problems out of the box with a help desk tool?! 

Hi there,I’m trying to configure a last modified SLA but running into a slight issue with how it works. For example:When a incident service record has not been modified within the last 15 hours (in certain statuses) - Send a reminder to update the service record. If the administrator updates the service record following the reminder reset it. Following the reminder, if a further 5 hours passes without an administrator updating the service record, set the custom field ‘Last Modified SLA’ to be ‘Breached’. The issue I’m having is the ‘Escalation Agent User’ is resetting the last modified date every-time an escalation rule runs. I don’t believe I can use the ‘Reset Escalation Level’ because that would mean the SLA would never be breached due to the ‘Escalation Agent User’ setting the ‘Last Modify time’. Example:Reminder:Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Op

As part of our Custom Notifications we have a simple two-answer survey that is sent out to an end user when a SR is marked as completed.  Currently this is what we’re using…#elseif( ${Status}=="Completed"Hi ${ReqUser.FirstName},Your ticket with a title of ${Title} has been completed with the following resolution - ${Resolution}To help us improve our services, we would love to hear about your experience with us.Did the Support colleague resolve your ticket to your satisfaction?I’d like to be able to tag onto this that I don’t want it to be sent to any of our assigned administrators/process managers. Our IT team tend to raise SR’s on behalf of other users and this means when they’re marked as completed, they receive the survey. Many thanks for any advice.

Has anyone had any success with deploying the SysAid Agent for Mac and having a configuration file that populates with URL, Serial and account? We use Jamf Pro to push out apps and configurations for our macs and I can get the package to install, but it doesn’t fill in the above information. We do not use the RDS for Mac. Thanks! 

Hey. I wonder if the Jira integration add-on is working with JSM (jira service management) as well? TnxYosi

Hello,I want to create new incident templates, but nothing is showing in the menu:The view to filter the already created templates was changed:After changing that parameter is when the problem started to happen. As I previously mentioned, to set back the previous configuration is not possible as there is any button or function to select.I would appreciate if some​one knows how to resolve this issue.Thanks in advance!Best Regards​​​​​​

Hello there,On a request service record, we have the “Email Messages” field that contains messages received directly from our end-users. Below its just called the “Messages” section. SR Fields - SR Form - Introduction (sysaid.com)Is it possible to delete messages from this section? As in some cases we had end-users responding directly to tickets which includes screenshots containing sensitive information. 

Hi there,I just wanted to ask, if it is possible to add/subtract to a float field using the action builder on escalation rules.If I’m using the “Reset Escalation Level” option for the “Escalation level” to cause the rule is re-run if the criteria is met, but I want to restrict the amount of re-runs of the escalation rule WITHOUT having to build an escalation rule X amount of times to check + set the field each time.For example, A single escalation rule that adds +1 to a reminder-no field and the criteria of the same rule will only run when the reminder-no field is between 1-5 etc. Is this possible?      

We are on-prem. No one can authenticate with their AD account, but pressing f11 will take you to the ssp logged in. So this work around is helping users create tickets. This also helps me as an admin get logged into the helpdesk. Though this may work it is not ideal.When logging into the helpdesk with ad account and password I receive “Incorrect login information.Letters must be typed in the correct case.Please make sure the Caps Lock key is disabled.”My account is not locked in AD and I’ve tried logging in using Chrome, Firefox, and Edge.When I use the domain\username I get “Wrong captcha”. We never used domain before - but figured I’d give it a go anyway.We did change to ldaps. Though I can’t remember if this problem happened before or after we changed this.Any ideas or more information I can provide?

Sysaid Australia not working