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Buen dia, me gustaria saber si alguno de usted sabe como separar las categorias dependiendo de la plantilla que se utilice? sin que esten mezcladas las categorias de cada plantilla al momento de enviar un incidente 

Some emails coming into Sysaid are being stripped of their formatting.

I’m trying to delete and edit from Customize | Lists | Location.  I get the same message for either.  “The caption you have entered already exists”.  I have verified when editing that no other entry by the same name exists.  But I shouldn’t get this message when I’m deleting.  

We need a report that identifies the first timestamp when an IT Service Desk agent interacted with a ticket after the end user created it. This includes any initial action such as opening the ticket, assigning it to someone, or modifying severity, priority, or other fields. The goal is to measure responsiveness and operational efficiency by capturing the earliest “touch” from IT after ticket creation.Is there a out of box report or do I need to build something ?

Hi all,I am having an issue with the filter directive in the Service Record API call. I have been through the documentation multiple times, used the developer site at https://developers.sysaid.com/reference/searchservicerecords to build the filter. The developer site always seems to throw an error. I have tried just about every imaginable combination of curly braces, square braces, no braces, entered the key:value pair with a colon between and an equal sign in between. I have Googled the syntax, all to no avail. I have a ticket in with the SysAid Help Desk, but they are having issues getting the syntax correct also.Any suggestions, examples, ideas, will be appreciated.Bruce

Good Morning, We’ve encountered an interesting problem when testing Spaces where users are unable to login unless they login via the classic interface. Interestingly I created a new user in gmail and set them up with a sysaid account and that was able to login, but any established user with an AD account is unable to login.  The error message I get in the sysaid log shows “invalid password” when trying to login to the spaces environment but changing to classic lets it in fine. I tried different browsers, clearing cookies/cache, verifying the password is correct, verifying the LDAP connection is correct. Has anyone else had issues with spaces logins not working?To be clear, when I say the spaces login I mean companyname.sysaidit.com/spaces/login… instead of comanyname.sysaidit.com/login...

 Welcome to the September edition of SysAid Product Updates! Check out the latest features all in one place, to keep you up to date. License Manager    We’re excited to announce the launch of License Manager, now built directly into SysAid. This new capability gives you a centralized dashboard to upload, track, and manage all your software contracts in one place. By keeping license data accurate and accessible, you can streamline day-to-day operations and stay in full control.*License Manager is available exclusively in SysAid Spaces. By moving from Classic to Spaces, your team can unlock License Manager.Learn MoreSuggested prompts    The Agent Chatbot now displays suggested prompts when you open a new chat, tailored to your page, role, and permissions. These include helpful queries for exploring features, accessing documentation, and triggering relevant AI Agents to help you get the most out of SysAid CopilotLog in to SysAid and open the Agent chatbot to try for yourself.Bulk actions

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this is just a test 

Is there a way to convert an end user to an Administrator (Service Pro)?

I have a request template with a small workflow that has two action items. On my second action item I have added the ‘links’ field with a single link that the assigned to can click on to complete the instructions listed below it, but when I raise a test ticket the link isn’t there. I’ve tried setting a ‘Default value’ for the links but it still doesn’t display. Any ideas?   

It is a lot easier to notice whether an SR has a file attachment or not in Classic View. Is there a way to add an icon to the to the left of the short description field or somewhere on initial pane? Not every user is going to mention that they attached a screenshot. Or, can the second pane default be the Attachments tab rather than the Journey (History) tab?  Also, history is a much better word choice than Journey because the word ‘Journey’ is defined as a transition between physical places.