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Hi,We're trying to upload attachments via the SysAid REST API.It works on our local environment, but fails from our public environment with a 401 Unauthorized error.creating SR is successful.We suspect there might be IP or domain restrictions.Could you confirm if any such restrictions exist and help us to understand how to allow access from our server IP/domain?Also, we don’t see a REST API settings or IP Restrictions panel in the admin UI — is it possible to enable this?Thank you!
We are preparing to roll out the SSP to our customers. We would like to turn off the Email Integration so that they can only submit & respond to tickets through the portal to the service desk ticket. Does SysAid have the ability to do this?Thanks,Christine
I’m trying to find the API key to create a RESTful API between SysAid’s Copilot and our company’s intranet.
How do you get the phone number from the SSP My Settings to appear in the Service Desk when an end user submits a ticket?Christine
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?
Currently our notification emails to admins contains the link to attachments, but is there a way to have the attachment if it is a picture to appear within the email message, so the admin does not have to download or open another app to view the attachment?
No ticket can be closed or modified because of this error message. How can this be solved? Thanks in advance
On Prem CustomerOur Asset management module is ingesting devices with DHCP as the device type, only showing its IP address and some login history information, is this normal. When I looked at the C:\Program Files\SysAidServer\root\WEB-INF\agentfiles folder, it is empty, is this normal behavior. Do I need to delete these stale entries periodically? What is the root cause of this? These are mostly Dell and Getac laptop devices that have been disjoined/renamed/rejoined to the domain. All have Absolute Secure Access with a virtual NIC when connected to the domain, but the DELL-%SERIAL% for the Dell devices are consistent.
I have implemented SysAId Copilot and I have connected MSteams however Copilot doesn’t work with Msteams. I can list my tickets but I can’t interact like Ai Chatbot copilot, Someone have had the same problem?
I’m able to use the login endpoint to retrieve a cookie, and then use that cookie string to request other GET endpoints to return information on users or service request templates…But when I go to create a new service request, I get a very unhelpful Error 500 no matter what I try.I’m currently trying to POST against: /api/v1/sr?view=mobile&type=incident&template=29I’m using ‘mobile’ as the view because it’s the only string I can get to return anything. As far as I can tell, we only have a ‘DEFAULT’ view setup in Sysaid, but providing ‘default’ as the view URL parameter or not specifying the view URL parameter always returns the Error 500 message, while providing ‘mobile’ as the view URL at least returns "The following mandatory fields are missing: [problem_type, title, status, urgency, impact, priority, request_user, description]" if they are not provided.So, with a header containing my cookie and Content-Type: application/json, and my request body:{ "info": [ {"key"
We allow guests to access our system. How does it record the guest contact information when creating a service record from the Chatbot.
Hello, I am new to Sysaid and have inherited a system that was setup by another admin. We are currently only using it for the helpdesk but I would like to dig deeper into the other aspects, remote access, asset management, etc. But right now I am looking to clean up ticketing. Is there a way to auto assign a ticket once an admin has replied to it?
We are interested in creating SLAs that would apply to Service Record Actions. Is this possible?
We are interested in using BI Analytics to view data on Service Record Actions. Is this possible?
Good day:My organization wishes to capture data regarding the frequency of SR that fall under certain categories/subcategories. The goal is to identify patterns which point to repeat questions or problems, and to address those by either providing user education or streamlining our procedures.To accomplish this, I created a report titled, “Tickets by End User.” The report contains these columns (filters):User Process Manager Start Time # (service record ID) End Time DescriptionThe “old” data mentioned are in Users and Process Managers and are administrators who have been with us for awhile or who are no longer with us, but had been employed by us for a long time. It is as though these are administrators who were present when we first deployed SysAid or that test data were loaded when SysAid was configured. One of the names is not recognized. The surmise is that this is a SysAid representative. However, when looking in the dropdown field at User, all users are there, including one who wa
Good day:We have a “canned” script embedded in messages. When we assign SRs to process managers, we use Send Message to communicate to the submitting user that we have received their SR and are working on it.Is there a way to automate that, where SysAid will send the message when either the “Assigned to/Process Manager” field is filled, or the Status changes from New?Thank you.
I was struggling with a change view which was not saving my Advanced Filter - I would add several Change Implementers, Save the filter and save the view. I could run the report correctly but 24 hours later, the filter had reverted to the original view before I applied changes to the filetr.Our Service Desk was trying to troubleshoot that issue and changed a backend setting which they do not recall, and now when I select Service Desk → All, I get a blank screen instead of a list of ALL tickets (including Incidents, Changes, Requests, Problems). I can select Service Desk → Incidents etc and see the individual lists, just not all.The annoying thing is that I have several reports that I generate from this page and they kick off internal automated workflows, that I now cannot access as I cannot generate the original Excel file.Any suggestions on what might have changed to prevent me viewing the All page would be appreciated.ThanksIan
I am looking at the ITSM Performance Dashboard in BI Analytics and see the Category filter. Is there a way to filter by sub-category in BI Analytics?
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
When I try to sign-in to ticketing system, I am getting error message “Something went wrong!”. Initially, I see my ticket screen for about a second but this message appears. My ticketing system has been converted to Spaces. It had been working for a while until last couple of days. I am getting the same message on different web browsers whether I am connected to our network or using Hotspot.
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 ?
Good Afternoon, We’ve been encountering an odd issue since October 7th for almost all emails sent with HTML saying “content not available” in the body, and in the description for the message, but opening the message shows all the correct information as it was sent. I did some digging on our system and on the internet and came across this community post about HTML emails not being a feature yet in SysAid. Is this still true or was this added and I need to do something on our end to get it working?
Hey guys I have one new user at my company, he’s unable to submit new incidents through the self service portal. The button that typically appears on the banner towards the top of the screen doesn’t show up (it shows up for the rest of the managers), and when he clicks on the submit an incident button towards the bottom of the screen, it acts like its loading the submission form, but then does nothing. I’ve checked settings, they’re all set correctly, he is the only one experiencing this issue. I’ve tried undeploying and redeploying, and rebooting, and still no changes. Has anyone else experienced this or have any ideas on how to fix this?
Can I upgrade from 23.3.40 b5 directly to 24.4.60 or is there other intermediary updates I need to install first? This is for an on-prem install.
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 Over 40 ready-to-use SysAid AI agents are now available to enhance your SysAid Copilot experience. These prebuilt ITSM assistants take action to improve efficiency, such as balancing workloads to prevent bottlenecks, flagging expiring warranties, and detecting recurring issues to address root causes.Accessible via the Agent Chatbot, the AI Agents shortcuts provide a quick list of pre-configured agents to streamline tasks, freeing your IT team to focus on strategic priorities.The rollout is immediate for all SysAid Copilot customers. Learn more: https://documentation.sysaid.com/docs/prebuilt-ai-agents-overviewAI Agent Builder Want to customize your own AI Agents? With our AI Agent Builder, you can create and tailor AI Agents to your business needs—using an intuitive, conversational experience with no coding required.Learn more: https://documentation.sy
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