Product Anatomy

Hi everyoneI’m facing an issue about job of upgrade agent version. Like attached, I have a lot of version of agent and I’m not able to upgrade them.I’ve done a automatic job for to do this and does not working.My current sysaid version is v24.3.30 b38 (Cloud) and I haven’t a Local RDS.Somebody has any way to solve this?  

We recently changed hosting company and went with Siteground, we imported all the files and edited the config file to include the new db credentials, we also imported the PHP database with the correct pre-fix, yet we are getting a PHP file display when we go to this link for example: support.mydocumentshredding.com/index.php?a=add Can you please help us pinpoint the cause of this?

Hi everyone?I’m facing a problem here regarding codification of pages. Meu Tenet is in Brazil/Portuguese linguage and all pages have the problem like attached. I’m using UTF8 in Sysaid and I have the issue.Some body could help to solve this?   

SysAid Edition / PackagePro Plus EditionBuild Numberv23.3.35 b4 Hi, I have for years a simple escalation rule that set tickets with status Ready to Closed six days after last modifikation date. It works for most of it, but not for some. Cant see a difference. The oldest SRs which are not working are from early 2022. We have tickets back to 2009.  There is no filter other than status ready:    Can I manually test the Rule when I change something? Is it a bug?

Our sysaid instance has had many customisations over the years, some of them good, some of them… not so good!I think both timers have been edited but I am only able to find the default setting for Time to Repair, here: Timer Forms - Timers (sysaid.com)Where can I find the default configuration for Time to Respond?Secondly, is there a way to increment a time until a condition is met, but only for the first time? For example, I want to record how long a ticket is in New status, until it changes to Triage status, and after that I want the timer to stop regardless of whether or not the status changes away from Triage.

How does the Self Servable quality score know the client did not need further assistance?  When does it get updated? 

On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through.   We need to ask clients set of questions (yes/no) to accomplish this.   thank you. 

If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?

We have some tickets that are determined not applicable to the SLA.  Is there a way to have the system not report them in the SLA counts?  A ticket level override?  Now I manually adjust reports.  

We are looking to add a prompt when an admin closes a ticket. The prompt would ask them to verify that they have completed a closing audit and add final notes.   Does SysAid have functionality on incident forms to display prompts based on status? 

Can someone explain in more detail how the Out of Office works?  Apologies if this seems like an obvious question.  I’ve set up the Out of Office on my account and have selected another Administrator but upon manually assigning a test ticket to me, it’s still sent to me and sits in my queue.Many thanks,Mel S

As the title says - when closing an incident, the page lingers on the closed incident page, instead of returning to the incident list. In previous versions of Sysaid, when you closed a ticket, you were instantly brought back to the list of incidents. Now, the page just idles on the closed ticket page. You have to manually browse back to the incidents list. We would like to restore this behavior to the previous setting where it returns you to the incident list. 

Can I remove a survey response from a report?  One of our support colleagues input a test response and they wanted to see where it was recorded.  It is now appearing on the ‘Satisfaction Level by Administrator’ report and I’d like to remove it before I distribute a copy of this report to the rest of the team.Many thanks. 

I’ve recently made an existing user an Administrator but they cannot see the ‘Admin Portal’ in the drop-down list when clicking on their name in the top-right of SysAid.  They have this option checked under Permissions.  Please advise. 

Hi Everyone,I have a doubt about process of upgrade of agent sysaid version.This is my case.I have 2 groups of assets like below.Desktop - 500 assetsLaptop - 600 assets.Could I schedule only one job to upgrade all this assets? Whats the better way to do this?    

We have noticed that the Edit news option is no longer available under Customize. We need this option to communicate to our customers.   

Customers complain that not all remarks added to incidents in july are visible in the self service portal. Has there been a bug in Sysaid whick caused this? If I test this now, it works properly again, the newly added remarks are shown.  

Hi Everyone,I know that in Sysaid plataform we have a addon that get warranty about Dell vendor. I’ve deployed here and working fine but We also have HP and Lenovo Vendor.Is there any way out to sove this one? How can we get Warranty information about this vendors and feed the assets?  

I’m attempting to include in our notifications to an end user, the URL which will take them directly to their Self-Service portal.  We have a direct link to it via our intranet currently which is https://bernicia.sysaidit.com/servicePortal/.  I’m using the Insert → Link function and pasting in the URL into the URL field but upon saving, it is defaulting to servicePortal/.  Consequently when the end user clicks the link contained within the email, they receive the ‘Hmmm… can’t reach this page’ message.

Please see example of a Power Automate flow I have created which sends two emails via a manual trigger:It sends one to the email address of our IT department’s helpdesk. One to my own work email   Below you can see that the email recieved on my own work email contains the line breaks as it should. However, the email recieved by the helpdesk disregards all line breaks, and sends it as one block of text. In the last week, the Sysaid HelpDesk has suddenly stopped accepting/reading line breaks contained in emails sent from a power automate flow.We many Microsoft forms that are used to send requests to our Helpdesk, and now they are all coming through as one huge block of text. Tried using bullet points instead of line breaks and still the same issue.Any idea on how to fix this? Surely its something others are having issues with? 

I am looking to add an additional search filter to the self service portal besides 'status', 'urgency' and 'priority', because our users have had difficulties finding back tickets since the transition to the self service portal. We were informed that adding in a custom filter was possible during one of the Sysaid webinars. Any direction to documentation on how to do this or additional guidance on how to find back tickets for our self service users would be very helpful. Images for reference:

Hi Everyone,I’ve gotten a screen warning that I need to run a update of all agents installed in all Desktops and Laptops.The version that is being deploy is 24.2.40.2. Anyone has the release notes about it? I Can’t find this one in oficional page.  Thanks 

Hello, We are going to be expanding how our company uses the Approve and Deny action items in Workflows, and we want to be able to keep the Approve and Deny links in Emails since that is an easy way for end users and admins to approve without needing to go into the Service Record itself. $Approve and $Deny tags work just fine, but we cant seem to do any customization to them. Basically what we are going for is something like the below attachment #1, with buttons for the user to approve or deny the request, but because the $Approve and $Deny tags inserts its own element into the HTML, there is no way to do inline changes to format them. So it ends up looking like attachment #2 My level of CSS/HTML is not advanced by any means, but I just cant seem to figure out how to make this look better. Current code is below for reference. <table cellspacing="0" cellpadding="0" border="0"><tbody><tr><td style="border-radius: 3px;" bgcolor="#d9e0e2" align="center"><a re

Hi All Please let me know from where we can get icon or logo for SSP tiles.

Hi,Is it possible to have the project that is linked to the SR get auto archived when the SR is archived (verified closed status)?Once the project is archived, does it remove it from the project list?If yes, where and how do you look at them later, if necessary?Thanks,Jamie