Product Anatomy

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.

When attempting to submit an incident, I am getting this error message. “There was an error in the ticket submission”. Can anyone assist?

Hello guys!I need help to use Sysaid API.I import wdsl that has in Integration → Sysaid API, on Postman and the RAW I put{    "user_name":"name",    "password":"********"} But I can’t POST, my method login is LDAP.I read the documentation but don’t appear friendly to me, anyone can help me?

Hi,Wondering if there’s a video that can walk me through IT asset management monitoring configuration. 

My laptop is not powering on. Please advise on how I can create a work order ticket number to resolve. 

I wanted to check how effective is our new hire template, and also how the each process is setup 

I wanted to know how can I create child ticket , this would beneficial for new hire creation process 

Our malware scanner detected malware in your software that we want to bring to your attention in help of a resolution: Filename: /public_html/support/inc/common.inc.php File Type: Not a core, theme, or plugin file from wordpress.org.   Details: This file appears to be installed or modified by a hacker to perform malicious activity. If you know about this file you can choose to ignore it to exclude it from future scans. The matched text in this file is: $id = $id[0].$id[1].$id[2]. The issue type is: Backdoor:PHP/StringsConcat.13658 Description: Obfuscated concatenated strings

Hello,I'm trying to understand how parameters work in the SysAid API. I've been using a request to retrieve service requests within a date range like so:https://myCompany.sysaidit.com/api/v1/sr?insert_time=1483246800000,1711152000000 However, when I add another query parameter to specify certain fields to be returned, neither of the two filters seems to work:https://myCompany.sysaidit.com/api/v1/sr?insert_time=1483246800000,1711152000000

I hope you're doing well.I have a question regarding the SysAid API Services. I'm wondering if it's possible to filter requests by ID range. I need to view my service requests within a specific range or apply a filter based on certain criteria. Could you please assist me with this?

Hi, I hope you’re fine. I’m a beginner exploring SysAid Api (V1) and my question is. This version can Get Due Date List? I need this information and I think, this can be possible because is a enitity from List Petition. Thanks for your help. Data to get in a petition: 

hi, I have a group of agents. I need that each agent only view his own tickets. Where can I define it? I try in the permissions in the agent group but it is not working. Thank you

Hi, I’ve added some new custom fields fr service records and they’ve been stuck in “Pending Addition” for more than 12 hours. What steps can I take to move these out of Pending Addition into Ready?

I need a report showing what time of day the most tickets are created -maybe a bar chart with the hours of the day on one axis and the total number of tickets raised on the other axis, for a given time period.Is that possible, and how would i go about building it, please?Thank you

hi  We need to extract from sysAid a detailed report including tickets assigned to my admin group and all the available details with notes and messages that admins have exchanged with the ticket reporter.  Is it possible to create such a report?  Thanks in advance Kind regards, Antonello 

I have added a new field in all sub types and want to update the field value in the archived tickets.If we restore the archived ticket , will the due dates or any other SLAs be changed automatically ?

We have an issue where the oldest NEWS item defined in our Self-Service portal is cut off.  What are the length/character limits for this area of the portal?  Is there a setting that will allow us to scroll down to read all items?   Thanks for any input!

Hello.I get the following response when I try to create a Ticket (i.e. Service Record){    "status": 500,    "message": "java.util.LinkedHashMap cannot be cast to java.lang.String"} I’m doing a POST to the following endpoint: https://myurl/api/v1/sr?fields=idThe JSON Body that I’m sending is:{ "info": [ { "key": "cust_list1", "value": "3" }, { "key": "CustomColumn12sr", "value": "7" }, { "key": "agreement", "value": "1" }, { "key": "impact", "value": "2" }, { "key": "priority",

After authenticating I tried to create a service request of type ‘request’ using the API, but keep getting the error “HTTP Status 415 – Unsupported Media Type”.  Details:url = https://xxxxxx.sysaidit.com/api/v1/sr?type=requestbody:{    "subject": "Service Request Subject",    "description": "Service Request Description",    "status": "1",    "assignedTo": "6436",    "info": [              {               "key": "responsibility",               "value": "6436",                "valueClass": "",               "mandatory": false,               "editable": true,               "type": "list",               "defaultValue": null,               "customColumnType": null,               "keyCaption": "Process manager",               "valueCaption": ""

I am using the REST API in order to do some cleanup. One aspect of this is to update the sub_type field on SR’s that are using old sub_type forms which I want to remove.  I tried issuing the search endpoint with the url:https://[env_name].sysaidit.com/api/v1/sr/search?query=*&fields=id,sub_type,problem_type&sub_type=31This is not working and returning me SR’s with sub_types that are not of the ID 31. Alternatively, I could send a request that filters on problem_type and the results are properly filtered. https://[env_name].sysaidit.com/api/v1/sr/search?query=*&fields=id,sub_type,problem_type&problem_type=SecurityWhy is sub_type specifically not being respected in the search? Thanks

Try to create an if when you are category “Help desk”, otherwise go to the spanish section.  #if( ${Category}!="Help Desk")#else Category: ${Category} Sub Category  ${SubCategory}Title: ${Title}Description: ${Description}#endCategoría: ${Category}  Sub Categoría  ${SubCategory}  Título: ${Title}#if( ${Description} && ${Description}!="")  Descripción de la solicitud: ${Description} #endbut always puts both optionsI need that if it is "help desk" it stays until the #end in red,  and if it is not "help desk" that happens after the #end in red thanks