Product Anatomy

I am looking to add the users main asset to the SR request so we don’t have to dig around for the asset before we remote on. We don’t use the inbuilt remoting system but a third party so using the RC isn’t an option. I can see you can add the main asset to the SR and I can assign users assets but how do I get it to speak to each other to auto populate the asset when the user requests a ticket?

I’m working on trying to setup the integration of google workspace into SysAid so I can keep all my assets in one location. I tried following the guide for G-Suite but there are parts that have changes and the authorization of the website fails as I believe the address has changed since the guide was created. Does anyone have an updated guide or know what the new address is?

Currently in our Workflow notification we have $LinkToSubTab to work with Assigned To, but I need the dolar $ code to Process Manager.

I need to know in which step the update occurred in my reports. 

Hello,I need to see the Data of the Approved from tickets. It seems this action item is a SysAid default. But I can’t find it in the Data tab in reports. ( maybe its called something else?) I looked in lists and field customizations and couldn’t find it there either. We need to see that the new hire ticket was approved (Yes/No) in the reports.Any help will be appreciated thank you. 

I wanted to create a action item or SR action item where there's or the fields are displayed in the form of radio buttons

the My Settings option is not showing up in the self service portal. it has been enabled in the service catalog item section of the self service portal and has been set to visible to user groups “all Users”.I am able to remove and add all the other items on demand but just not the My Settings

Hello.We used to host SysAid locally and I had the following query that went to the local DB directly.SELECT id FROM service_req WHERE sr_cust_sap_transports Like '%123456789%’Now that we moved to the SysAid cloud I need to redo this query using the REST API.Would like assistance in this translation. :)Thank youRudy  

Hello,Not sure if this has been asked before but I couldn’t find any reference in the help manual or in a previous post, so I will make a new one.Is there a way to exclude days (e.g. holidays) from the “Operating times” but not to perform the “add”/”save” actions for each agreement/company? Thanks

I’d like to be able to re-route a ticket to another group -I’d like to be able to leave the ticket unassigned so the team lead of that group can decide who to assign the ticket to --Is it possible to do this with incident and requeste tickets in SysAid?Thanks!

Hello, is there a way to setup the default email from where the workflow notifications are being sent? Currently they are being sent from the “default email integration email”, but we would like to change it to no-reply@sysaid.com. Any suggestions are welcome.Thanks

anyone else experiencing strange behavior using Firefox 121.0.1 (64-bit) with sysaid? When I go to close a ticket, for example, a dialog should pop up asking if I want to add it to the knowledge baseIn my case, it’s putting that dialog into a new tab instead John

hello all.  I’ve had a horrible time trying to get one of my LDAP connections to work.  I have 2 working LDAP connections.  and my company is a city that has many different child domains out of necessity.  Our police child domain just will not work.  I’ve set everything up identically to the other two, but nothing is working.  When I test the LDAP setup is gives me this error: Error: Exception while checking configuration: Exception while checking configuration accountId: <myaccount> <myRDSname>:389 I’m not sure what to do at this point, this is a brand new, purpose built server, just for RDS purposes, all DNS is correct, and SysAid support hasn’t been helpful at all, over the last 2 days I can’t get a hold of them.  I got chat once, and their advice consisted of “use the ip address instead of the name in the LDAP server url line”  which I did try. For the record, I’ve deleted and rebuilt the RDS twice, removed the credentials and re-ad

We need to reset our SysAid administrator information. How can we do that?

HelloDoes anyone know if there is a way to modify the MSI file so when the agent is pushed via GPO, that the desktop icon is not installed on the end users desktop? I have been searching but cannot find any concrete answers on this.

TeamViewer Embedded, SysAid Agent.Does the sysaid agent have to be installed for teamviewer embedded to work? Also has anyone seen instances where teamviewer wont stay enabled on an asset thus not letting you use it to remote in? 

Hello SysAid community,I’m interested if anyone has found a way to reply to a ticket with templated responses - I’m thinking of a type of functionality in SysAid where you can select a template or a saved reply when responding to a ticket -- currently we just keep a handy document and copy/paste from that document into our message back to the ticket requestor - But if there were a way to just select a response that would be helpful. Has anyone seen anything like this? Thanks!

I want to enable the Supervised Requests option within SysAid, allowing line managers to view the incidents/requests submitted by their team, and I have no clue where to start.I’d therefore appreciate any advice/assistance/documents that anyone can provide to help me with this.Thanks in advanceMelanie

Users claimed they submitted tickets, but none of our administrators could see it in the “Service Desk”.  Turns out, We searched the End Users individually and found the tickets under the “Help Desk” tab.But the users didn't fill in the “Category” Field on the tickets (and therefore doesn't show up in the helpdesk dashboard) but were still able to submit Ticket. The Category field is marked as “required” on the submit form- I’ve added some pictures for context.  Has anyone else run into this issue? is there a way for user to be notified they must fill out the Category section?  

Hi,I would like to create dedicated user for Rest API connection. Could you tell me if I need an license for this?

Hello!I need change template requisition when I choose some subtype, each subtype  should show specific description.I read some topics but I don’t underst, anyone can help me?  

HOLA TENGO UN PROBLEMA, ALGUNOS TICKETS SE RECHAZAN ANTES DE TIEMPOS TENGO UNA REGLA DE ESPERA USUARIO EN LA CUAL LUEGO DE QUE PASEN 10 DIAS  Y NO TENGA RESPUESTA SE DEBERIA RECHAZAR EN AUTOMATICO PERO SE ESTE RECHAZANDO EL MISMO DIA O AL OTRO DIA. CUAL SERIA LA CONFIGURACION CORRECTA EN ESE CASO DENTRO DE LAS OPCIONES DE REGLAS DE ESCALAMIENTO. GRACIAS

For auditing/Compliance purposes how would you create a report the grabs all the details in the ticket? Our audits require us to provide the full tickets details from when it was opened and by whom, who the ticket was assigned to, status, what the request details were and all the steps taken within the ticket through closure. Any direction will be appreciated Thank you. 

Hi everyone, I am having an issue figuring out a specific report that I am trying to create.I am trying to create a report that specifically starts a timer when a technician is assigned a ticket, to the point they send a first response. Does anyone have a report or starting point for a layout like this?I appreciate any/all responses! Thank you!

I am writing this review with immense disappointment and frustration regarding my recent experience with “Vlebazaar”. I sincerely hope my words serve as a cautionary tale for potential customers who may be considering dealing with this company.I made an advance payment for a UPS order (2692410-C) on 15-Dec-2023. Upon receiving the product, it was shockingly damaged, rendering it unusable. Despite numerous attempts to contact Vlebazaar's customer support team at 7669839261, not a single call has been answered in the past 12 days.The complete lack of response from their supposed customer support is appalling. It leaves customers like me in the dark, wondering if our concerns are being acknowledged at all.What's more alarming is that my research has unveiled numerous similar cases where Vlebazaar has defrauded customers. It's disheartening to see a company engaging in such unethical practices and taking advantage of unsuspecting consumers.I strongly advise a