Product Anatomy

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

I can only find the tag “ActionNotification” in the documentation, that states, “the action that caused the notification” but I can’t find a list of what actions actually cause notifications. Is there a list somewhere?

How do I request a quote for the ITSM plan of Sysaid?

I’m struggling to understand why a ‘Completed’ email is not being sent out when a Request is marked as ‘Request Completed’. If an Incident is marked as ‘Completed’ the email is being sent out as expected. The Custom Notifications form reads as per the below. I’d also like to include a message when a Request/Incident is marked with a status of ‘Deleted’ but using the #elseif( ${Status}=="Deleted" ) doesn’t generate an email either.#if( ${Status}=="New" )Hi ${ReqUser},Thank you for submitting your service request. The ticket number is #${ID} - ${Title}. Someone from the service desk is in the process of reviewing your request and determining a resolution.Updates will follow when the incident is assigned or resolved.Kind regards,Bernicia ICT Team#elseif( ${Status}=="Completed" )Hi ${ReqUser},Here is an update on ticket number #${ID}-${Title}.The administrator that was assigned to your ticket is ${AssignedTo}.Your service request #${ID} has been closed with the following resolution - ${Act

Hello - We are looking to keep track of licensing for our SaaS products by user and count. For example... We currently use Snipe-it to track what licenses are assigned to what user. 5 Licenses for Adobe Pro Cloud -User1 -User2 -User3 All 3 Users are assigned a license 5 Licenses for PlanGrid -User 3 -User 4 -User 5 Would we be able to keep track of who is assigned those licenses in SysAid? - Could we look up User 3 and see that they have a license for Adobe Pro and PlanGrid - Look up User 2 and see they are only assigned Adobe Pro. - Then organize it so we can look up PlanGrid and see that User 3, 4, and 5 are assigned a license - Also have it keep track of license counts when we add/remove users. Hope this makes sense!

Hi there,I’ve been given a task to produce a report that shows how long a ticket has been in triage state before its assigned to a team to work on. Timers are not setup in this environment and we do not have a ‘Triage’ status. Ideally, I’d like to be able to report on the ‘History’ set of fields but I’m unable to add this report into a report in Analytics? Example:  

I’d like to create a graph or some kind of visual that will compare the Due Date for Requests and Incidents against ‘Today’s Date’ and state whether a ticket is within or has failed our SLAs.  Can this be done and if so, how?Many thanks,Mel S. 

We have a ticket that continues to be re-opened when the sender sends in an email.  The sender is sending some monthly downtime notification emails and he is using the same subject for all emails.In our email integration we do have it where if a user has the SR# in the subject it will reset the status of a ticket to Open, but in this case the email does not have the SR# anywhere in the email. Any ideas what might be causing this?

Hello,I created a service catalog item and want that to link to a custom template that I created and only show a filtered number of categories. The documentation states to append ?populateSR_id=<Template ID#> for the template and ?selectedGroupName=<Name of User Group> for the category. Both work indivually, but how can I combine them?https://documentation.sysaid.com/docs/service-catalog Thanks in advance. 

Hi all!I’m trying to setup a new Service Agreement but running into an issue with configuring the priority matrix. When raising a ticket with the Impact set to Minor and the Urgency set to Medium its setting the Priority to P4 instead of P3. I’m a bit confused as to why this is occurring. The agreement is applied to the company and the user logging the ticket is assigned to the company. Below is a screenshot of the service agreements priority tab, What am I overlooking?  

It is possible to avoid automatically assigning the service record to yourself via API. I would like to create SRs via API which are then managed by routing rules inside help desk.

Hi Everyone,I’m facing a dumb issue herer. I have a Survey working very well making update by sysaid API.When a survey is done, there is a label call “Survey Status” in the SR that tell me that the survey was anwserd.  But When the ticket is mark as “Resolved”, the survey is send but the “Survey status” in the SR wasn’t change to “The survey was sent”.I’m trying to do this by API and I have no success. Anybody here can help me?Here what I’m doing by API.'https://mycompany.sysaidit.com/api/v1/sr/81980'PUT curl --location --request PUT 'https://{{ambiente}}/sr/81980' \--header 'Content-Type: application/json' \--data '{    "id": "81980",    "info": [               {            "key": "survey_status",            "value": 1        }    ]}'