Product Anatomy

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 anyone reading this review to ex

We need to pull the "assigned to" from the parent ticket, so that the inserted ticket has the same requester. It would be possible?  

Hi Everyone - In my instance I have a Submit an Incident button above my banner in my self service user portal - I’d like to drive my users to a section of the Service Catalog where users can use forms for specific types of incidents -- Is there a way to remove the submit an incident button from the top of my portal page? Thank you!Reed

Basically title, looking to allow techs to set up some templates, but don’t want to give full keys to the kingdom. Is there any other way?

We just bought official bar coded asset tags for all machines. We are still using a onsite AD utilizing Entra AD Sync with Azure working as the sync for SysAid. This means the computers/assets are not being automatically added to tickets when users open them. I was hoping to be able to use the CMDB function to fix this by assigning the CI Asset to the user but I haven't been able to get it to add it to the ticket. I have assigned the CI to the user but I think I need to sync the Agent machine with the CI. Has anybody else done this so as users open ticket the main asset is already linked to the ticket?

Hello all, I needed to automate some things with python and the rest API. I put together a simple client - it’s very barebones right now but I’d like to encourage PR’s if you’d like to add features or functionality.https://github.com/Djones4822/pySysAidOnce I get what I need implemented I’ll consider adding features that folks request. For now I have a few things I need to get in that are a priority for me.Happy to take any input, but please keep in mind that this is extremely barebones right now and will likely be overhauled heavily as I add data structures, make the interfaces more pythonic, and add some handling for things I’ve encountered during my initial usage of the API. Regards,Dave

Hi,I have a question regarding the database / table layout.I have restored the MySQL backup locally but cannot find the link between a Service record and the Company.So all service records are stored in the table ‘service_req’. The customers/companies stored in the table ‘company’. Within this table I was able to find a field called company_id. However in the service_req table I cannot find any field called company_id to link those 2 together.I already took a look in the SysAid database guide but without any luck (SysAid Database Guide) Someone has the answer ?Thx

Hello, i am using sysaid rest api and i tried to fetch a service records with a custom column, i used this example endpoint: https://[my_site]/api/v1/sr/search?query=*&CustomColumn9sr=3469262019072400036,and this endpoint return all of service records, the filter not working with custom columns but work with native keys, like status, department…, what can i do to works a custom column search? 

So we’d like to setup two factor authentication for SysAid, since it has a decent amount of information we’d prefer not to be accessible by people who don’t need to know it. I saw elsewhere that Sasspass is supported, or at least as an integration for it. But running into headaches, as it appears it’s not for the web version? I can’t seem to find any help on two factor for SysAid in particular, everything I’ve found is highly generic about setting up Sasspass. I guess the questions are:Can you do two factor authentication with the paid web version of SysAid? Can this two factor *just* be for the admins.  I’ve seen it requested elsewhere, but adding Duo support would be highly useful, since we already use Duo for all our other two factor things.

We have an issue with filtering/searching SRs trough REST API. I tried with both search and filters, but documentation is not as clear as it can be (some examples would be helpful). Please see pictures bellow:    

Ok the API documentation is really bad for this.Lets say I have an SR with a key of this:        {            "key": "CustomColumn52sr",            "value": "d12f7702-2c0a-4f2e-b5c1-33100d2183f2",            "valueClass": "",            "mandatory": false,            "editable": true,            "type": "text",            "defaultValue": null,            "customColumnType": "string",            "valueCaption": "d12f7702-2c0a-4f2e-b5c1-33100d2183f2",            "keyCaption": "~Transaction ID"        }, I need to be able to search for the value d12f7702-2c0a-4f2e-b5c1-33100d2183f2. I have tried to put a search string together but I can’t figure it out. Anyone have done this before? Thanks!

On-prem v22.4.45 b1When an admin creates a ticket and sets the status to assigned when creating the assigned admin does not get any e-mail notification. I have ‘assigned to changes’ and ‘assigned’ status selected in Notification settings under General. The notification works when the status is changed after the ticket is already created ,e.g. ticket is created as new then changed to assigned status. I assume this is not sending an e-mail because it only updates on changes and this does not trigger when the ticket is created as already assigned. Is there any way to make a ticket that is created with the admin assigned and status selected send an e-mail notification?

Hello, I have an API connection that has recently stopped working. My company has also recently rolled out SSO authentication to sysaid so I’d strongly imagine that the reason.Do you know what changes I need to get back online with the API connection?Keith

Our users are no longer able to log on to SysAid using the domain and user credentials. It keeps on saying incorrect password even when entered correctly. Below its the screenshot of the setting selected.  

Hi everyone,I am about to start exploring using the MS Teams Chat functionality as a means of logging and updating tickets etc as we use MS Teams quite heavily as an organisation. I’d love to find out how you are getting on with it, how you are using it and if you’ve had a good experience with it.Also, looking to know if anyone has found a way of editing any of the content used on the MS Teams cards? I’d like to change some of the wording for example. TIA

The SysAid Agent installed on a select few PC’s manages to sign a user into the Self Service Portal by retrieving a sessionID from the API (I assume), and it uses this sessionID to sign the user into the SSP without prompting for credentials. Is it possible to get this sessionID without needing the use the SysAid agent shortcut?? We have our own menu in the business and would like the portal to have a link which doesnt prompt the user to login. I have tried testing the URL generated (found in the agent log) with my own sessionID but it doesnt work. an example of this link: https://servicedesk.((BUSINESSNAME)).com:((PORTNUMBER))/Login.jsp?jsessionid=session_3273376664d545819eab94c9b16d63a9&ignoreSSO=true Has anyone had any success??

HiI have external monitors connect to my laptop , i wanted to know whether the SysAid agent will capture the external monitor details ?