Solved

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.

Currently in our end user incident submission form, the priority defaults to Low - I would like it to default to Normal.We are not using the urgency / impact matrix, and when I go into the end user submit incident form the priority field is set to Normal. I can’t see anywhere else that this default could be configured.Can anyone assist please?

Hello,I have a business need to include messages, activities and notes in email notifications generated by sysaid.  I’ve been looking at the notification template for “Email to end user regarding a service record” but would need to know the variable names used to access this data.  I’m certain there must be some variables available, this is pretty standard service desk behavior.  Any help is greatly appreciated.   ...Brad

Hi I can’t find in the documentation a list of the different available statutes and their appropriate code.I need it in order to update a Service Request’s status using the API.Is there such a list?

Hi Guys,I’m facing here the issue about how to the “Enable” automatically the label “Pacth Management” Anyone has this solution? For Exemple: The new assets join the Sysaid plataform and automatically the pacth management is enableAnother issue that I have is that I have a lot of asset into the plataform with patch management disable. How could I set to enable in massive way?   

Is it possible to use the registry keys to generate a report for assets that have a value of 1 vs 0. We are trying to find out if PCs are set to auto login or not. We have the values in our assets from: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon\AutoAdminLogon. We do not want to have to verify all 2000 assets individually. 

Is there a way to modify the system views of tickets in SysAid?  I tried searching and asking the copilot helper but it only told me how to add a personal saved view.  I’d like to have a system wide view of unassigned tickets for all administrators.  Thanks for any help! ...Brad

Hiya,In Analytics > Dashboards, There is a ‘Group by’ option for ‘SR Custom List 1’. I want to create another option to group by. I can find the ‘SR Customer List 1’ in Customize > Lists,but after creating my custom list, I cannot see an option to add it to the group by selection?   

Hi there, I’ve run into a bit of a head scratcher. The “Time to Repair” timer is still accumulating on a “Incident” service record that is in the “Waiting for Customer” status but I think I’m going blind. Is there something wrong with the below logic?   (Service Record Type = Incident And (Status <> Closed Or Status <> Rejected Or Status <> Customer Test Or Status <> Waiting for Customer Or Status <> Workaround Or Status <> On Hold Or Status <> Resolved Or Category <> Releases)) Timer screenshot    

Dear support, Please provide me an email address where i can send an email about a security issue i have found in sysadi on-prem

Hi there,I’m trying to configure a last modified SLA but running into a slight issue with how it works. For example:When a incident service record has not been modified within the last 15 hours (in certain statuses) - Send a reminder to update the service record. If the administrator updates the service record following the reminder reset it. Following the reminder, if a further 5 hours passes without an administrator updating the service record, set the custom field ‘Last Modified SLA’ to be ‘Breached’. The issue I’m having is the ‘Escalation Agent User’ is resetting the last modified date every-time an escalation rule runs. I don’t believe I can use the ‘Reset Escalation Level’ because that would mean the SLA would never be breached due to the ‘Escalation Agent User’ setting the ‘Last Modify time’. Example:Reminder:Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Op

Hi everyoneI’m facing an issue about job of upgrade agent version. Like attached, I have a lot of version of agent and I’m not able to upgrade them.I’ve done a automatic job for to do this and does not working.My current sysaid version is v24.3.30 b38 (Cloud) and I haven’t a Local RDS.Somebody has any way to solve this?  

Hi everyone?I’m facing a problem here regarding codification of pages. Meu Tenet is in Brazil/Portuguese linguage and all pages have the problem like attached. I’m using UTF8 in Sysaid and I have the issue.Some body could help to solve this?   

If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?

Hi all, we are just getting started with Sysaid implementation and it has been a bumpy road, nevertheless I have installed RDS on one of our servers, followed the documentation, however in sysaid portal, I only see one RDS node which is sysaid server. i am not sure if that is how it should be or not, but i have no option to add new one. if I go to do any sort of WMI or SNMP scan, I also cannot choose RDS nor Domain, which makes me think there might be a step that i have missed after installing the RDS. PS: I have assigned credentials to RDS , I have no way of confirming whether it is working or not. I would appreciate any help on this one.  

Does SysAid allow us to add the Chatbot button on different screens? We would like to add on Admin Portal, Knowledgebase view (Self Service and Admin)  Thank you.

Hi everyone.Anybody can help me about how can I install sysaid agent using command line or Power Shell Windows? 

I’ve recently made an existing user an Administrator but they cannot see the ‘Admin Portal’ in the drop-down list when clicking on their name in the top-right of SysAid.  They have this option checked under Permissions.  Please advise. 

Hi Everyone,I know that in Sysaid plataform we have a addon that get warranty about Dell vendor. I’ve deployed here and working fine but We also have HP and Lenovo Vendor.Is there any way out to sove this one? How can we get Warranty information about this vendors and feed the assets?  

I’m attempting to include in our notifications to an end user, the URL which will take them directly to their Self-Service portal.  We have a direct link to it via our intranet currently which is https://bernicia.sysaidit.com/servicePortal/.  I’m using the Insert → Link function and pasting in the URL into the URL field but upon saving, it is defaulting to servicePortal/.  Consequently when the end user clicks the link contained within the email, they receive the ‘Hmmm… can’t reach this page’ message.

Hi Everyone,I’ve gotten a screen warning that I need to run a update of all agents installed in all Desktops and Laptops.The version that is being deploy is 24.2.40.2. Anyone has the release notes about it? I Can’t find this one in oficional page.  Thanks 

Hi there, I was wondering if its possible to allow the ticket source option to be edited/manually set by administrators. We have a phone system that we will not be able to integrate into, but would still like a way to track tickets that are generated from phone calls.