The link to download the update version is not available for me.To downloading the file i should register to the community.In the community they say i need to get a helpdesk account.If i have the helpdesk account… can i download it? Or need to register to the next portal?
Hi, is there a way to force an admin to change the category of a ticket when they change the status from New to Open?
Hello Everyone! I’ve been using the search API endpoint in our production environment for a while, to ensure that duplicate requests do not get created. Last week though we noticed a lot of duplicates so I went looking for a reason and today discovered that the search API Endpoint stopped working. Since this is kind of urgent I’m happy to hear any and all input that anyone might have. My users are not happy at the moment. :(We use the SysAid cloud version. Here is the call:/api/v1/sr/search?query=($9335$)&fields=title Note the parenthesis and the dollar signs are part of what I’m looking for. The return for this is the following JSON:{ "status": 500, "message": "Failed to load list of service requests"} Thank youRudy
My admins cannot save personal views in the new Spaces layout. They can try to add/edit the columns but when attempting to save (or Save As), they get the following error “User does not have permissions to update (modify if trying Save As) private views”. The “Can save personal views” setting is enabled in the Permissions of each admin. Ideas?
We have a number of Request Templates set up in our system. Some are marked as Visible to End User, others are not. If I, as a user, access my Self-service portal, the templates aren’t visible. How do I make them visible?
Does anyone know of a way to configure SysAid to only allow certain email domains to open a ticket using email, but still allow an external email domain to provide updates to a ticket? IE: An employee opens a ticket with a 3rd party cc’d on the email/ticket, allowing the vendor to provide updates into the ticket, but preventing them (or spam) from generating a new ticket
Hello,I’m struggling with action item call through the API.Based on the documentation : I tried the following API call on Postman: The “type” is not working (even copy past from the doc) and without the type I juste have a 500 internal error from the server. ids = my request ID Can someone help me with this ?
I would like to remind people to complete the survey for a closed ticket if they haven’t completed it after 3 days.
Welcome to this month’s SysAid Product Updates!Here’s a look at the latest features and what’s coming soon, all in one place. AI agents monitoring screenTrack every AI agent, review who triggered what, where it ran, and if it succeeded. Spot issues and verify results instantly at a glance.Learn more.Enhanced SysAid Copilot usage dashboard – now with deeper insightsWe’ve expanded the SysAid Copilot Usage Dashboard with new metrics that offer even more visibility into how AI is driving efficiency in your service desk.New insights include:Unique users utilizing AI Average quality rate DataPool coverage Self-service rate AI Service Records by engagement type and closing timeAll metrics can now be filtered by Admin Group and/or Category, giving you more control over how you view adoption and impact. Learn more Introducing SysAid integrations 2.0 – apply for the BetaWe’re expanding the way you integrate SysAid - with Workato, a no-code automation platform that brings unmatched flexibil
Hi,I’m new to using SysAid and currently working with the new APIs based off the documentation here developers.sysaid.com/docs/sysaid-api-overview.When exploring individual service records in our portal there is a panel labelled journey which captures the records journey/changes over time. Interested to know if its possible to access this level of change data via api?Thanks
Does anyone have a report or information on how to create a report that can display all assets that are 4 years old from purchase date. Thanks
64bit Update download link is still downloading v24.4.60 b68 update not the v24.4.60 b83
SysAid makes my eyes bleed in the morning and evening, when will you implement a dark theme?
Hi there, I was wondering if anyone else has a setup where you can create another ticket based on a custom date field from a primary ticket. For example, we will create tickets to temporarily configure systems in a certain way but require a follow up ticket or notification to remind us to revert the changes that we have made when a date has been reached.
I’m a SysAid Admin and my techs can’t merge tickets in Spaces but I can. When I check under the group’s user settings, they all have permissions to ’Merge service records’>‘User default merge settings’. The current workaround is from the service record to go back into the Classic view (Settings>Open Classic Queue) in the active service records window and and merge tickets from this screen. Before we upgraded to Spaces, the techs could merge tickets without the error that says “Try again later.”
how do I merge a ticket?
Hello SysMates!Welcome to the SysAid Translation Files forum.SysAid allows you to customize your terminology throughout the platform using a translation file. In this translation file you can change field names to other languages as well as simply a different term used in your organization. The default template is located in Settings > Customize > Translation and you can learn more about it in this article. After you have customized your file to your liking we would love for you to share here with other SysMates so they can enjoy your work as well. Share the love! Gracias, Merci, Grazie, Danke, Bedankt, Obrigado, Teşekkürler, Спасибо, شكرًا, Dzięki, Tak, Děkuji vám, Kiitos, Σ’ ευχαριστώ!, Mahalo, Terima kasih, Mulţumesc, Shurkan, Salamat, Ďakujem, Toda, Diolch and more!
How do I auto populate user information on a service request template? If I select the user from a drop down menu, I would like to auto populate their department, location, ID etc
I am wondering how to use the password reset for our users? Can they use sysaid to reset their passwords?
I would like to make better use of the SysAid tool we currently have implemented. I’ve been with the company for a short time, and I’ve identified that the tool is not properly configured. The most relevant observations so far are the following: There are several entities sharing the same service catalog. All users access the same self-service portal to create tickets, regardless of the entity they belong to. There are multiple opportunities for improvement, but we haven’t made much progress due to a lack of technical knowledge on proper configuration. The available documentation online is quite limited, so I will try to make as much progress as possible using the current manuals.In the short term, these are the most urgent points I would like to work on: Create separate companies and entities.(Objective: allow the creation of independent service catalogs and establish specific rules per entity or company.) Create customized service catalogs for each entity. Configure separate se
I am pulling asset data from SysAid Rest API into Microsoft Power Automate. I am looking for a better way to parse the data. Currently, I am having to parse the json of the output and then filter the data by each keyCaption value and append that to an array variable. For a amount of assets, currently we’re just over 1000 assets, this process can take upwards of 24 hours to collect my asset variables. Is there a better way to parse the data from the start to get the key values into usable dynamic feilds faster below is a sample of the parse json output of the data.[ { "info": [ { "key": "device_status", "value": 0, "valueClass": "", "valueCaption": "", "keyCaption": "Status" }, { "key": "account_id", "value": "cmhcm", "valueClass": "", "valueCaption": "cmhcm", "keyCaption": "Account" }, { "key": "serial", "value": "", "valueClass": "", "valueCaption": "",
How/where do we adjust the portal login timeout value?
I’m probably missing something very simple. I’ve got a Smartsheet form being sent in from a specific email. I’ve got email routing that looks for the email + specific subject, it uses the proper template. That was easy. I want to write some simple logic that looks for specific text in the body, and if it sees it, creates a task inside the already created ticket and assigns it to the proper people. I can’t seem to get that to function. Anyone have any ideas?
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