Solved

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...

test

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?   

Hi there,I’ve had to add some companies we no longer work with back into our environment because I found that Service Records tied to deleted users under these companies had their company values removed due to the deletion.Is there anyway I can HIDE the inactive companies from the ‘Company’ drop-down list? I can’t seem to locate the field in the Customize > List section.  

Greetings All,I’d like to see if there is a way to Assign an incoming ticket to an agent without having to set categories on said ticket.  We are being forced to choose categories before assigning the ticket directly to an agent. Thanks!

how do i merge a ticket?

Hello All,I am trying to make a report that covers our IT Department group and one user in the report.I cannot find how to make an assignee field. See Below.I am trying to find this field “Assignee” in the reporting side.If anyone has tips that would be great. Thanks for any help,Nick

64bit Update download link is still downloading v24.4.60 b68 update not the   v24.4.60 b83

How/where do we adjust the portal login timeout value? 

Good day,In the classic view, I had a filter set to show any tickets that weren’t assigned to a specific admin, but may have been assigned to a group. In Spaces, this does not seem to be possible, as choosing unassigned shows only tickets that haven’t been assigned to a user or group, but choosing a group shows all tickets assigned to users in that group. Is there a way around this?For example we have two main admin groups: Helpdesk and Dev Team. I want to see all tickets that have been assigned to the Helpdesk group, but haven’t been assigned to a specific user in that group.Thanks!

Is it possible to use the REST API to run and retrieve a report from SysAid? 

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 are interested in creating SLAs that would apply to Service Record Actions.  Is this possible?

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   

Hi SysAid supportI have some reports to create within the SysAid platform, but i don’t know what filters to addDaily 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

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.

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

Hello, We recently migrated to Sysaid Cloud from our on premises server, and now we are seeing some inconsistencies/discrepancies with how user names are displaying in HelpDesk. some users show with just their Windows user name (dmcdonald) - this is correct, and preferred.New users it sets their username as their email address - but we do have the option to edit it.Some older users are displaying as the DOMAIN\Username like they were imported by LDAP - this is incorrect and makes the layout confusing to look at when selecting an admin to assign a ticket to - also - these usernames CANNOT be edited in the helpdesk panel. Is there another way to edit/change an administrator’s username, besides removing them and re-adding them and having to unassign/reassign tickets? 

I have been asked if it is possible to create a report showing the time incidents have been active for. This would be broken down into different timeframes for example:Open for more than 3 monthsOpen for more than 2 months etc..Showing the number of incidents in each time period. Is this possible? I have had a look at the Timers section but not sure what needs to be setup. Any help or guidance would be great. 

Within our organisation, when a SR is marked with a status of ‘Deleted’, an automated email is sent to the user stating ‘if you want to know the reason please visit your Self-Service Portal’ but upon testing this, the deleted SR is not viewable by the user.  Is there a setting that will allow this?Many thanks.

Is it possible to hide change templates? For example, unfinished or no longer used templates.

I am looking for a way to hide or disable list items instead of deleting them.  This is in Settings>Customize>Lists.  I don’t see an option other than deleting and we want to avoid having to recreate lists.