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MrBeakerNew SysMate
asked in Ask A Question
Enable and disable a custom field within an AI

Our install is on prem and we use the Admin Portal for completing workflow action items. Is there a way to either enable a custom field based upon a list selection or make that custom field required, again based upon a list selection? Many thanks.

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SysAider
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awagnerNew SysMate
asked in Help Desk
Ticket views

I work across several computers at different locations. Am noticing that my ticket views do not follow my sysaid profile. I”ve had to recreate them on each computer. Is this how it currently works or am I missing a setting?

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simonamirza
SysAider
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rvdbnlNew SysMate
asked in Product updates
Notes no longer showing on customer screens ...?

4 notes in sysaid (admin view) 0 notes in customer page Since a few days, notes no longer show up in customer page. Did we miss something. How can this be fixed ?

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Community Enthusiast
JamesTNapierCommunity Enthusiast
asked in Help Desk
List Requester other tickets

I want to have a field when looking at a requestor’s ticket that will also list the other tickets they currently have active. Is there a way to do this?

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Community Enthusiast
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runi-devNew SysMate
posted in First steps with SysAid
Guidance with the REST API and c#

Hi everyone, I’m newbie to the SysAid and SysAid api and i need a guidance on how can i find a user by email and phone number or any other field? If i find him, how can i open a new ticket on his name? How can I update the ticket information (Description, solution, status and etc.)? My implementation will be using c#, currently i was able to do a login and with the cookie preform simple query for all user or user search by sending request to /v1/users/search?query=mySearchQuery&fields=display_name,email_address,secondary_email,first_name,last_name,cell_phone,phone but it didn’t help me to much as i wasn’t able to find what i was looking for. my SysAid is on-prem Looking forward to your help and reply. Thanks.

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SysAider
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antonio_ucsNew SysMate
asked in Marketplace
Integration with Zapier

Due to the extreme delay that SysAid notifies admins when they’re assigned a ticket, I am trying to send Slack notifications instead. The Slack integration doesn’t work at all (no surprise there), so I tried to use Zapier instead. For some reason, Zapier is unable to change the ‘Assigned to’ field for a SR, even though the action (the automation as a whole) is correctly registered by SysAid. The Assigned to field just doesn’t update at all. What could be causing this?

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mattiplerNew SysMate
asked in Product updates
Spaces Upgrade

A question for other SysAid customers. We utilise a SaaS SysAid tenant (service desk, ITAM and SAM). As an organisation, outside of workstations, we have no on-premise infrastructure / back office systems - entirely cloud-based organisation. We have a number of SysAid integrations; email (M365), M365 SSO, AAD user sync and Jira integration. We are currently using the legacy SysAid UI and are in process of preparing for the upgrade to the Spaces UI. Those of you that have already taken the leap - how did you find it? Previous experience with SysAid where platform upgrades / changes are concerned has been pretty shocking. Just interested to hear how others ‘got on’ with the upgrade… any ‘gotchyas’ etc. Thanks in advance guys.

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S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Remove the Third level Category from template

How do we remove the third level in category off the template?

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SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Custom Fields

Does anyone know why custom fields is not showing for me so I can add fields to my templates? I am an admin so it should be there.

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Community Enthusiast
R
Active talker
rdtjbrownActive talker
asked in Help Desk
Importing Categories

Hi there, I’ve been tasked with bulk importing some new categories into SysAid and was wondering if its possible to set the EUP groups as part of the import? I suspect its not possible, but figured no harm in asking! Service Desk > Import Categories

254
gabriel.lupu
SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Self-Service Portal
Adding a room number place in the template

How to I add a place for a user to type in their room number in the template for submitting a service request?

376
S
Community Enthusiast
S
SysAider
SysAid TeamSysAider
published in Webinars
Let's give AI some real work, shall we? Join our Webinar

Some people just won’t give up 😉 We’re unveiling SysAid AI Agents at our online launch event on March 25th. Ready to turbocharge 2025 with Agentic AI? Join Us

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SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Customize
Edit template

How do I add a place for users to add in the room number, in the user information when they create a incident? I want to edit the template so they can put in the room number they are in that they are requesting help.

182
simonamirza
SysAider
E
eder.fernandesNew SysMate
asked in SysAid API
API Login Call returns an HTML Login page instead of access token

Hello, I am trying to set up a connection with the API, but both in python and postman the response that I get is an HTML text asking me to sign in and code 200. In postman I used: "user_name" : "XXXXXX" , "password" : "XXXXX" , "account_id" : "XXXX" I also tried to use those parameters in the params tab instead of the Body, but I got the same result. In python, I get the same result in response of the following code: OWM_endpoint = "https://XXXXXXXXXXX.br/api/v1/login" user = "myuser"PASSWORD = "mypassword"account_id = "myaccount_id "parameters = { "user_name": user, "password": urllib.parse.quote_plus(PASSWORD), "account_id": account_id,}headers = { "Content-Type": "application/json"}response = requests.post(OWM_endpoint, params=parameters, headers=headers)print(response.text)print(response) The code returns the same html page asking me to sign in: <!-- Copyright (C) Microsoft Corporation. All rights reserved. --><!DOCTYPE html><html dir="ltr" class="" lang="en"><head> <title>Sign in

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J
Community Enthusiast
Jason ChimCommunity Enthusiast
asked in Installations & Upgrades
Download files for upgrade to 24.4.60

Dear Support, As our SysAid version is 23.3.36, we want to install the latest version, 24.4.60. A member of your helpdesk team has stated that 'you can upgrade directly to the latest version, 24.4.60, without any problems.' However, I am concerned that upgrading to version 24.4.60 may not work. Please provide us with the installation files for versions 23.3.37, 23.3.38, 23.3.39, and 24.4.60. If you have any concerns, please feel free to contact me. Regards, Jason

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SysAider
A
Active talker
abonfimActive talker
asked in Asset Management
Sysaid API Endpoint to update or change value of assets labels

Hi everyone, I’m working on it in a Power Shell script to change or update labels into the assets. Is there any API Endpoint to do this job. For exemple: I have the asset with asset ID=123123 and I need to update de lable “Status of asset From = In use to Broke How can i do that using API?

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J
Claudiosi
ClaudiosiNew SysMate
asked in Reporting & Analytics
New reports creation

Hi SysAid support I have some reports to create within the SysAid platform, but i don’t know what filters to add Daily touched (meaning escalated to other groups) Tickets not updated for > 2 days (specific group) Individual member (tickets closed last month) Can you please adviseThank you

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SysAider
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jbruestleNew SysMate
asked in Reporting & Analytics
Request Timeframe "All Time"

When creating a report, is it a possibility to add a timeframe for request time to include all time. For example, if I want to see all active service records currently open with X Status, I am limited to custom timeframes that have to be constantly edited per report rather than a pre-coded option that states “All Time”. This would then grab from the day of report generation back to the first creation of the account or something along those lines and show any request/change/incident/problem that would fall under that timeframe in the report. The manual methodology to constantly update the date ranges to include all open items is becoming a constraining factor in our managements reporting process.

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SysAider
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Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Locations

I am having trouble getting the locations to populate when someone sends in a ticket. Also the location is not showing up in the assets. In the ticket there is a drop down but only 1 location is showing up in there and we have all the location setup in the settings. Thank You

242
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SysAider
M
miraldhNew SysMate
asked in Ask A Question
Change Status based on email reply to End User

Hi, Is there any Way I can change the Status Automatically once an Admin Reply to the End User through SysAid or an email?

983
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SunPlus Team
Community Enthusiast
SunPlus TeamCommunity Enthusiast
posted in Marketplace
Closing a support request via email integration

Hello, Is it possible to close a support request via email? What we are thinking of is, the user/admin would just send message to the support email address (which has been integrated) and add a detectable word somewhere in the subject line or in the email body that tells SysAid to close the support request. Ex. 'Closed' in the subject line Regarding Service Request #2,221 Multi-year Receipts - Closed ...then the we want SysAid to close #2,221 based on the latest email which has the word 'Closed' in the subject line. Thank you

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ChristineNew SysMate
asked in User Management
Supervised Requests

I am attempting to set up our SSP so that supervisors can see tickets from their direct reports and not from other staff. How do I do this?

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SysAider
S
Community Enthusiast
sharimorseCommunity Enthusiast
asked in Ask A Question
Some of our users are disabled?

Out of 565 users 199 are disabled. When we go in and enable them after about 5 mins they revert back to disabled. Is there somewhere in LDAP that we can set how many users we can have. We think they are disabling because we have to change a setting within LDAP. Has someone experienced this issue and what was the fix? Thank you Shari

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SysAider
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chavawhutwhutNew SysMate
asked in Ask A Question
SysAid RCC Error

Has anyone come across the error in the below screenshot and fixed the issue?

302
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SysAider
M
Community Enthusiast
MatthewBCommunity Enthusiast
asked in Ask A Question
Action Item Base on CI Owner

Has anyone been able to link an action item to a CI owner. My use case is we’d like to notify the CI owner of the ticket that affects their CI. For example Jane Doe has ownership of application Z, when users request access to application Z, IT facilitates that voting process via workflow, but then we need to trigger an email to the application owner(CI Owner) that they need to make the change on their side. I see that Main CI is an option in the ticket form as a system field, but not CI owner. We’ve got a matching list from our Subcategories in CI’s for each software product we have. Thanks

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SysAider

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