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Hello,I created a service catalog item and want that to link to a custom template that I created and only show a filtered number of categories. The documentation states to append ?populateSR_id=<Template ID#> for the template and ?selectedGroupName=<Name of User Group> for the category. Both work indivually, but how can I combine them?https://documentation.sysaid.com/docs/service-catalog Thanks in advance. 

Hi all!I’m trying to setup a new Service Agreement but running into an issue with configuring the priority matrix. When raising a ticket with the Impact set to Minor and the Urgency set to Medium its setting the Priority to P4 instead of P3. I’m a bit confused as to why this is occurring. The agreement is applied to the company and the user logging the ticket is assigned to the company. Below is a screenshot of the service agreements priority tab, What am I overlooking?  

I'm studying the api and I realized that whenever I open a new service request it is automatically assigned to me. Is there a way to not attribute it to anyone?

When trying to filter the “Admin Group” column from the “All” tickets view with a multiple-selection, nothing happens when the “multiple selection” link is clicked - no checkboxes appear to be able to select multiple options.  If I change to the Incidents, Requests, or Changes view, multiple-selection works fine.  Where should I look to correct this issue?  Thanks 

I am having issues with my RDS server and whenever I go to uninstall it from the control panel I get a message an error has occured while trying to uninstall remote discovery service, it may have been already uninstalled. I checked and all the files are still there. how can I manually uninstall the program so I can try and reinstall. I have tried to install a newer version of RDS but the service will not start and I cant seem to find the file wrapper.exe

Hi SysAid Support Team,Sorry I’m new on this forum. A week ago, our On-Premise SysAid had an issue and I’m trying to reach out to you guys for assistance. As such, I want to log-in a SysAid Ticket at your SysAid Help Desk Portal. I am new with this Organisation I’m working with and they have been using SysAid Help Desk for a while now. I want to register but it keeps taking me this community to register. Can someone please assist me so I can actually register on your SysAid Help Desk portal and log-in my ticket ?Many thanks,Billy

I need a report showing what time of day the most tickets are created -maybe a bar chart with the hours of the day on one axis and the total number of tickets raised on the other axis, for a given time period.Is that possible, and how would i go about building it, please?Thank you

I need to extract SR records from sysaid to do some external reporting this includes the total calls logged directly by customers via email and the total logged by my colleagues when speaking to customers on the phone (and potentially via chat or portal in the future).I can see subtle differences in the Audit section but cannot see how to report on these fields.How do I export the audit section of the SR?ORIs there an easier way to do it?

Hello.I get the following response when I try to create a Ticket (i.e. Service Record){    "status": 500,    "message": "java.util.LinkedHashMap cannot be cast to java.lang.String"} I’m doing a POST to the following endpoint: https://myurl/api/v1/sr?fields=idThe JSON Body that I’m sending is:{ "info": [ { "key": "cust_list1", "value": "3" }, { "key": "CustomColumn12sr", "value": "7" }, { "key": "agreement", "value": "1" }, { "key": "impact", "value": "2" }, { "key": "priority", "value": "4" }, { "key": "problem_type", "value": "Solutions_SAP%20-%20Jobs" }, { "key": "CustomColumn19sr", "value": "1" }, { "key": "update_user", "value": "582" }, { "key": "submit_user", "value

After authenticating I tried to create a service request of type ‘request’ using the API, but keep getting the error “HTTP Status 415 – Unsupported Media Type”.  Details:url = https://xxxxxx.sysaidit.com/api/v1/sr?type=requestbody:{    "subject": "Service Request Subject",    "description": "Service Request Description",    "status": "1",    "assignedTo": "6436",    "info": [              {               "key": "responsibility",               "value": "6436",                "valueClass": "",               "mandatory": false,               "editable": true,               "type": "list",               "defaultValue": null,               "customColumnType": null,               "keyCaption": "Process manager",               "valueCaption": ""               }

Currently in our Workflow notification we have $LinkToSubTab to work with Assigned To, but I need the dolar $ code to Process Manager.

I've encountered a loop error while attempting to update a Service Request (SR) field using a workflow. Here's the scenario:I've set up a workflow where, in one step, I populate data from the SR to a Local Action Item. The configuration is as follows:SR | Last Present Data -> Last Present Data | Overwrite if not Completed | Action Item Activated.This setup works perfectly fine. However, I now need my staff to be able to update this field, and for those changes to populate back to the SR. I attempted to implement the following configuration, but it resulted in a loop error:SR | Last Present Data <- Last Present Data | Overwrite | Action Item Completed. How can I successfully update this field without encountering a loop error?

Hello,I need to see the Data of the Approved from tickets. It seems this action item is a SysAid default. But I can’t find it in the Data tab in reports. ( maybe its called something else?) I looked in lists and field customizations and couldn’t find it there either. We need to see that the new hire ticket was approved (Yes/No) in the reports.Any help will be appreciated thank you. 

Hello.We used to host SysAid locally and I had the following query that went to the local DB directly.SELECT id FROM service_req WHERE sr_cust_sap_transports Like '%123456789%’Now that we moved to the SysAid cloud I need to redo this query using the REST API.Would like assistance in this translation. :)Thank youRudy  

HelloDoes anyone know if there is a way to modify the MSI file so when the agent is pushed via GPO, that the desktop icon is not installed on the end users desktop? I have been searching but cannot find any concrete answers on this.

Hi,I would like to create dedicated user for Rest API connection. Could you tell me if I need an license for this?

For auditing/Compliance purposes how would you create a report the grabs all the details in the ticket? Our audits require us to provide the full tickets details from when it was opened and by whom, who the ticket was assigned to, status, what the request details were and all the steps taken within the ticket through closure. Any direction will be appreciated Thank you. 

Hi Everyone - In my instance I have a Submit an Incident button above my banner in my self service user portal - I’d like to drive my users to a section of the Service Catalog where users can use forms for specific types of incidents -- Is there a way to remove the submit an incident button from the top of my portal page? Thank you!Reed

On-prem v22.4.45 b1When an admin creates a ticket and sets the status to assigned when creating the assigned admin does not get any e-mail notification. I have ‘assigned to changes’ and ‘assigned’ status selected in Notification settings under General. The notification works when the status is changed after the ticket is already created ,e.g. ticket is created as new then changed to assigned status. I assume this is not sending an e-mail because it only updates on changes and this does not trigger when the ticket is created as already assigned. Is there any way to make a ticket that is created with the admin assigned and status selected send an e-mail notification?

Hello!My company has just transitioned from SysAid on premises to SysAid in the Cloud.I now need to migrate my code that accessed SysAid DB directly from local to Cloud.Can anyone help mw, by explaining what my options are?Can I still access the DB even in the cloud?Or do I have to use REST API?Or perhaps some other option. Thank you in advanceRudy

Hello, I have an API connection that has recently stopped working. My company has also recently rolled out SSO authentication to sysaid so I’d strongly imagine that the reason.Do you know what changes I need to get back online with the API connection?Keith

The SysAid Agent installed on a select few PC’s manages to sign a user into the Self Service Portal by retrieving a sessionID from the API (I assume), and it uses this sessionID to sign the user into the SSP without prompting for credentials. Is it possible to get this sessionID without needing the use the SysAid agent shortcut?? We have our own menu in the business and would like the portal to have a link which doesnt prompt the user to login. I have tried testing the URL generated (found in the agent log) with my own sessionID but it doesnt work. an example of this link: https://servicedesk.((BUSINESSNAME)).com:((PORTNUMBER))/Login.jsp?jsessionid=session_3273376664d545819eab94c9b16d63a9&ignoreSSO=true Has anyone had any success??

HiI have external monitors connect to my laptop , i wanted to know whether the SysAid agent will capture the external monitor details ?

We have SysAid Agent installed, but nothing showing the on-prem server component. Is the SysAid agent impacted by the recent CVE-2023-47246?

I wanted to express my appreciation for the excellent software – we've been utilizing it for a month now, and it's truly impressive. The self-service portal has been particularly helpful; however, I'm encountering a small challenge.I'm interested in creating a new status called "ongoing" for tasks that extend over the long term. Can you guide me on whether it's possible to add a new status in a manner similar to adding a new category?Thanks for your assistance.