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Can someone explain to me how I can report on how many SRs have been closed per month?  I don’t see anything close to this in the Dashboard and I’m not getting quite what I want in my working in Reports.  Thanks,Anthony

The progress calculation is not calculating at all, even when you have half of the tasks completed. It is greyed out you can’t even change the progress percentage manually. 

Is it possible to make fields required only when the change type is specified. i.e. If Standard is selected all things are required. If Emergency is selected only the Implementation Date & Time is required.     

Hi all,I’ve run into a slight issue with my workflow where Stage 3 isn’t activating (See image below) and I can’t spot where I’m going wrong. The first workflow route is working okay, but I can’t get the second route to behave properly. I have a custom list (YES/NO) setup where by if field = YES, then go from Stage 1 to 2. If this field = NO then it should go from Stage 1 to 3 but the stage 3 tab/action item just isn’t activating.  Stage 3 dependencies 

Hello,  Can you tell me where I can download the files for upgrade my SysAid on prem. Regards.

Hi everyone, I am currently working on creating SLA’s that are valid per area of our department.The biggest issue is regarding escalations, and when waiting for a user to respond to a question. My question(s): Can you reset an SLA timer when you set a status to: Awaiting User Response, or something very similar? When escalating a ticket, can you also change the timer when it is escalated? Thank you,

Hello, we have changed our license and received a temporary license. The invoice has been paid, but we have not received a final license. Now our license has expired. How do we get this now, as we know there is a war going on in Israel? And how can I import the license into the system when I get one since we can no longer log in. FYI, our system runs on Linux.Greetings Wolle

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Hello, I have created relational list custom fields for service records and action items which target users as the entity. Is there a way to set filters on the field using variables to filter the list dynamically? For example, I would like to filter the custom user field based on company of the requestor.This is similar to how the requestor field is filtered by the defined company in the service request, or how the available admins are filtered by the admin group. 

Afternoon Folks(This is a post merger scenario)The company we merged with was using Salesforce as their Help Desk (not recommended) and while I have all of the company end users using Sysaid we are still getting external users submitting requests thru Salesforce.I do have a rule in Salesforce that forwards those requests to helpdesk@mycompany.orgMy current issue is those forwarded requests show with a request user of myselfI’d really like to be able to change the request user to the email address of the requestor I haven’t found a solution yet.. I’m hoping someone her has an answer John 

Unable to find a resolution to this yet, but trying to run an API call for service records and I’m being hit with a timeout on anything over about 25 records. The below response came back after only 51 seconds. HTTP error occurred: 504 Server Error: Gateway Time-out for url: https://mycompany.sysaidit.com/api/v1/sr/?limit=200 Can I extend this timeout somewhere to allow it to fetch bigger batches?

Hello there,We are currently running SysAid on Version v21.4.45 b17, and we want to update to the newest version possible (On-Prem).As a result, I have several questions in mind:While reading through the articles, I came across information stating that I cannot upgrade more than two versions at a time. The issue is that we plan to utilize a completely new VM and Database for the new version. Does this restriction still apply in this case?Furthermore, I am curious about whether we need new licenses for the updated version.Lastly, I am interested in knowing if it's possible to migrate the old tickets that are still active to the new database.Thank you for your assistance.Kind regardsPeter

 We'd like to make comments mandatory on surveys, but it appears we're unable to find a method to achieve this. Is it feasible?

SPOC IconIs there a way to change the icon that deploys with the agent to user computers?I’ve been digging around and haven’t been able to find any documentation on this.Thank you! 

Is there a on prem release that has dark mode for the Incident List and Tickets?If not is there a way to manually modify only my view and have the colors of the page and text changed so I can see better. My vision is not what it once was and am having difficulties reading the tickets.Thanks.

How can I set-up a Filter Menu so that I can order my task by time ASC or DESC.

Afternoon Folks, I’m trying to set up a flow from Salesforce Cases to Sysaid.When a Salesforce case is assigned to a specific group I have it set to send an email to helpdesk@mycompany.org that will come from noreply@salesforce.org Is there a way to tell sysaid to not attempt to send notifications to on ticket creation/modification/closure? John

Hi all I hope your well, I am looking for some support on understanding if I can have 3 different customers access Sysaid but not see each others incidents/requests, updates or asset lists.I have been searching the knowledge base and do not seem to be having much luck with identifying the white paper. Any support or direction would be greatly appreciated. 

Hi, I would like to know if it is possible to remove the default views in the sysaid incident view menu? a lot of these aren’t necessary for what my team need to do and i would like to tidy it up. Is this possible and if not, is it something i can request? ThanksKT

Hello, I need a simple way to create an automatic ticket each month in SysAid for several jobs. E. g. we have to check backup once a month and want to document that in SysAid for audit reasons.  Thanks   

I have an issue from time to time, the notification emails to end users don't always come through.In the general settings, all the setups are checked: assigned administrator, responsible administrator, request user. Notifications are set to be sent to the submit user for the service record, and notifications will be sent for all new service records with a priority greater than or equal to priority Low. Everything is checked.However, I still encounter issues.I've noticed that when I reset my notification settings for 'email to end user regarding' and then modify it back to my own layout, the notifications suddenly start coming through by email to both administrators and end users.But it's not intended for me to do this every time, right?Is there another setting elsewhere, or do others experience the same issue?

I want to create a Tab in a Incident subtype that would allow me to list all of the mapped LDAP attributes (i.e The SysAid fields of Email, Text Message etc) of the submit user. Is there a way of doing that? 

When I change categories in an incident or request the assigned to/process manager resets to None.  Where can I find the setting to turn this off? Thanks

Hello,I am working on an existing request form.I’d like to update the text of the email that is sent out to the form requestor when the request is completed.I can’t find where in SysAid to edit this notification that is emailed out.Where should I look?Thanks!Reed

Hello there, SysMates!New to SysAid, new to the community and first time poster :)I am looking to edit the default MS Teams cards that are generated when using the teams / SysAid integration. How do I do this please I can’t find any instructions.Attached is the default message end uses get when asking for ‘help’ I’d like to edit the text and then subsequently other parts of the workflow.Many thanks in advanced!Adam