Recently active topics

My team has been adding documentation to the knowledge base (FAQ) for our end users. A problem that I have noticed is that I cannot copy the link to specific pages in the FAQ, the link always defaults to the same page. Is there a way to get a link directly to the KB article?I cannot copy/paste the URL to a knowledgebase article to send a user directly to the document.This is particularly a problem with announcements of new features and supporting documentation that is sent via other platforms (email). I cannot include a link for users to click to quickly access the documentation. Is this functionality missing or am I missing something?Thank you!

Hi everyone! 👋I’m looking to learn a bit more about what it’s really like to use SysAid day-to-day, and I’d love to get insights from those of you who are hands-on with it.If you’re willing to share, I’m curious about things like:• What parts of SysAid you find most helpful in your daily work• Any wins you’ve seen? faster response times, better automation, reduced workload, etc. in comprison to competitors • Any things that can be improved? • Advice you’d give someone who’s just getting started with the platform• Integrations or automations you depend on to keep things running smoothlyI’m just trying to get a well-rounded picture of how SysAid supports IT teams and where it could do even more.Thanks Abbeie

Hello. We have an issue where email integration is partly working.Help desk tickets are created as expected when an email is received, and the person who raised the ticket gets notifications about status changes just fine.The problem is that if we send a message from the ticket, the email is never received.We noticed this around a week ago, when we had a complaint about lack of updates, but it may have been going on longer. Does anyone have any ideas, please?Thank you##updateI opened the classic interface and tried from there - which succeeded. I then went back to spaces and that now works too.

Good Morning, I am completely locked out of our Sysaid environment along with all other users who were not logged in already. When trying to login to our domain I get “sysaid stuck at Connection expired, retrying to authenticate user, please wait...” and on local login it fails immediately. When trying to reset the password it says it cannot find my username/email address. Yesterday I was investing an issue with our LDAP connection however I never saved any of the changes I made and our domain controller is not experiencing any issues. Is there a way to get into Sysaid and figure out what was set? Unable to login via local or domain logins, and trying to reset the password results in an error.

Welcome to SysAid’s November product newsletter! Keep reading to learn about the latest capabilities now at your fingertips, and sign up for upcoming training, workshops and events. Automated application discovery, key usage statistics and more with License Manager Advanced  Gain control and visibility over license usage, discover shadow IT, ensure proper governance and data security, and identify opportunities to improve cost efficiency with AI software discovery. Now available in SysAid Cloud. Smarter and faster AI agent creation with the enhanced AI Agent Builder Creating AI agents just got easier. Powered by Sonnet 4.5, AI Agent Builder generates detailed implementation plans, retrieves relevant API documentation independently, resolves errors, and self-corrects when needed, making creating and implementing AI agents simpler than ever before. Learn more  New prebuilt AI agents supercharge your day-to-day operations Work smarter and faster with prebuilt AI agents designed to handle

Hello team, we have an on-premises SysAid with version v24.4.60 b83and we are trying to migrate the database to a new SQL server with a more up-to-date version (SQL Server 2022).We followed this procedure, but the service is not starting: helpdesk.sysaid.com/KBFAQTree.jsp?&menuFlag=ssp&notAddingIndexJSP=true#25Do you have another way to move the database or a procedure that could help us identify the problem?Thank you very much in advance.

 Hello,How do I change the ‘Suggested For You’ UI that appears when opening the AI Copilot for both enduser and admin Copilot. Please help. I want to make it more specific to my organization and its needs.

Hi,Is there a way to extract or query the data in the Journey area of a ticket? Is that data stored in a particular table which might be available vis API?Bruce

I'm looking for help resetting our system. I'm afraid the installation I did years ago isn't working properly. I've noticed some things since the new AI interface. For example, I can no longer close outages, and I'd like users to be able to respond via email without logging into the portal.I'd like to consult with an experienced Dutch-speaking user who's willing to help me. We're using the cloud based SysAid.

Are operators like AND, OR, and the use of quotations allowed?  This is the essentially the same question as What operators (if any) are available in the Self-Service Portal Search? | Community but for the Admin list view.

Good morning, I have a couple of ‘Change’ SR type templates that I want to link to the self-service portal. I just wanted to ask if this is possible as there is an incident / request submission form section but not one for change? I’ve tried linking the template using the a request target URL in the service catalogue:E.g. /submitSR?populateSR_id=######Is there an one  for change service records?E.g. /submitCR?populateSR_id=###### When pasting in the change template ID into E.g. /submitSR?populateSR_id=###### I just get an error message trying to open the self-service tile (there was an error with the template) after confirming there are no issues with the catalogue.

Non of our SLA timers are pausing when they should.  Has anyone else had this issue?

Does anyone else get SR’s for failed patches for Google Chrome, but every time you check the machines the patch is already applied?  

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

hello testing

testing bug 

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😀

Hello,Please, we’ve implemented a change management process.I’d like to know how we can track post-production follow-ups with their respective timelines directly within the same change ticket.

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