Product Anatomy

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        }    ]}' 

I'm studying the api and I realized that whenever I open a new service request it is automatically assigned to me. Is there a way to not attribute it to anyone?

We are faced with a problem.   Also all our users have multiple monitors (2 to 5 monitors).  We are collecting their serial numbers as well as placing and tracking ASSET TAGS on each device.  However, we sucked up all our available asset licensing by collecting them in as individual assets.  The goal is to add them to the user or the workstation.  There is a single monitor collection area there but for our needs we will need to add 9 additional fields (for serial # and asset of each monitor up to 5).  Is that possible to add those and NOT affect our licensing OR do we need to suck it up and buy additional licensing.

Hi, can someone help or share how did you create a flow steps when an email arrives for new SysAid ticket with table using Power Automate to post in MS teams? Thanks!

Does anyone have a successful integration with MS Teams up and running? I'd like to poke notifications into Teams channels when tickets are opened, updated or closed that meet certain conditions. Teams can receive messages via an Incoming Webhook, but I don't think these are supported by SysAid without us building something ourselves? https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/connectors/connectors-using

I received the Patch Management Trial .xml via support.  When I go to Settings\Intergation\MyApps and Upload license file, it states “unable to find FieldDescription for ‘sysAidActivationFields’ in ClassDescriptor of addonLicense.” Am I supposed to load trial licenses in a different location?

Hello! We have some incident/request tickets that come in that really end up being projects. Is there a way to automatically convert those tickets into a project?

Hi to everyone.I would like to verify what is wrong with my API request, as I am simply calling a view and a date filter. If I execute the view only, it works correctly, and if I execute the date filter only, it returns records within that date range. However, if I apply both conditions, neither the view nor the date filter work.https://sysaidit.com/api/v1/sr?view=Porcicultura&insert_time=1701580800000,1704105600000Thank you very much for reading.Let me know if you need any further assistance!

When I click on Analytics → Dashboard within SysAid, the page is blank whereas previously it was returning a number of SysAid customised dashboards. Have they inadvertently been deleted? How do I get them back? Even selecting the Design Dashboard option doesn’t return anything :(

I have created a custom Dashboard for the Application Support team in our business. One of the graphs is Service Records Overview which is grouped by ‘Assigned to’. I’ve set a filter so that it only displays Assigned to=’User1’, Assigned to=’User2’ and Assigned to=’User3 (the users being names of the team in question). When clicking on ‘User1’ (cyan) to drill down into the detail, the list only returns 8 service records. All other users match perfectly. 

I need some help understanding terminology in Sysaid. A definition, field associated with and anything else you feel would help The terms are: Assigned Administrator Assigned group members Responsible Administrator Process Manager Thank you for your help.

hi my url is https://sysaid203976.ourit.support/ but i see https://sysaid203976.ourit.support/  why doesn't it work? thanks.

Close this out… figured it out.

If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email. Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.

Everyone in my organization is getting this error when we try to login. Sending email to login@sysaid.com gets no response and sending a message through the support portal has not been replied to either. Is there an issue with the site or is there a more serious issue? Our contract is valid till Oct. 22nd, 2024 so it isn’t that.