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J
John the App HelperNew SysMate
asked in Installations & Upgrades
How do I get the SysAid Agent updated on our endpoints?

Our company utilizes SysAid Cloud.  There is an onprem assisting server from which RDS runs and SysAid Agent is pushed out.  It has been installing version 23.2.30.54 on new computers without any prior installation.  The other 240 computers are running the same version 20.3.30.64 , that they have been running for the last 2  ½ years.  How do I get the old agent replaced with the new agent on these endpoints.  The assisting server has the new version.

2663
A
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
How do you edit the "Send Message" field to match Notification templates?

The issue:When a Helpdesk analyst sends the requester a message from within SysAid - they don’t format the text in the box because they don’t have time. They just write a message and send.This results in a message that doesn’t look as professional as the end user notifications (which have custom tables and formatting), and because the “include SR details” is ticked by default, they forget to untick it. We end up with a message that looks like this:  Is it possible to set a template to appear when you click the ‘send message’ box, so that the helpdesk analyst doesn’t need to format text - but the message sent out matches the other notifications? I may be missing something in the documentation - apologies if so.I would like these messages to look similar to my end user notifications with the same formatting, but not repeat the details (can we set it so that include the details of the Service Record is unticked by default?) I would like as little ‘work’ for the helpdesk analyst as possibl

1241
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A
AnderVNew SysMate
asked in First steps with SysAid
API REST ENDPOINTS SYSAID

Hello everyone   I am trying to work with the sysaid api and I would like to know if there is any way to have the list of endpoints of each functionality that can be obtained from the sysaid api. And we have a ticket to connect postman with the sysaid enviroment.

2883
A
A
Community Enthusiast
Antonio GSUCommunity Enthusiast
asked in Asset Management
Is there a way to setup a checkin/checkout of assets

I am looking to leverage my On-Prem installation with a way to dedicate certain assets as “loaner” and then use Sysaid for requesters to check them out and back in.Is there any way to accomplish this?

1313
A
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Help Desk
Configure template for mobile sysaid.

Hi, I need to find out how to add fields to the template for mobile app. We have a location field that is shown on the web version but is missing on the mobile app. Thanks all!

481
A
zoewalters
Active talker
zoewaltersActive talker
asked in Ask A Question
Power BI Extract Customise Output

It is possible to customise the Power BI extract? I have a monthly report that exports to CSV and arrives by email When I attempt to set up the Power BI extract, these are the headings I have, and they are limited.How can I match the email report items to the Power BI extract?but my report headings are these and do not match the options in BI Analytics settings:  

1121
A
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk
Using the end user portal in the cloud version

I have previously used an on premises version of SysAid where we used the end user portal instead of the self service portal. I now have a cloud instance and I can’t find the setting to switch to the end user portal. Is this available in the cloud version?

795
J
Community Enthusiast
M
MdrissiNew SysMate
asked in Knowledge Base Articles
Select COMPANY Before User request / Sysaid On Prem v22.4.45 b1

Hi All,Is it possible  to select company berfore User on new incident ?Today when i select a company, this field is moved to none value due to no user request selected. I have first to select user over thousands user and then company !I don’t anderstand where to change that ?Best Regards, 

441
alin.lupascu
SysAider
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk
"Recently closed" list

In the self service portal, users can see their open tickets as well as “recently closed”. Does the “recently closed” list show all of their closed tickets, or only those closed in a given time frame (and what time frame)? I need users to be able to view all of their tickets regardless of when they were closed, but I can’t find anything in the settings or documentation on this.CheersJenny

1012
J
Community Enthusiast
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Help Desk
Use of "cc" field in incidents

I support users who work shifts and need an easy way for them to communicate with their colleagues on the opposite shift to them. If I use the “cc” field in the incident form, does the cc’d user get copied in on all email notifications on the incident?

791
alin.lupascu
SysAider
J
Community Enthusiast
JRichardsonCommunity Enthusiast
asked in Self-Service Portal
Remove solution from end user incident form

Is there a way to remove the “Solution” field from the end user SR Form? I have removed it from the submission form, but can’t figure out how to remove it from the view when a user opens an existing ticket. 

794
J
Community Enthusiast
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
When linking child tickets, how can categories copy over?

We had a multi-user issue today, and when our tickets are raised, they come in with blank categories.Is there a way to force the child ticket to inherit the categories of the parent when you add the parent ID into the child ticket, when it has blank categories?It meant that our analysts had to manually update every category as well as the parentID today for 30+ tickets.

1688
zoewalters
Active talker
zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
Request Templates - editing - how?

I’m trying to customise our Request templates but I am unable to move simple fields as the ‘Design Form’ isn’t available.I’d like to move the Notes field from the Close tab to the Request Details tab, for example - and remove some fields from the Request Details tabAm I missing something obvious? I can do this with an Incident template but not a Request.

1461
alin.lupascu
SysAider
L
lshahidNew SysMate
asked in Help Desk
Request Templates

I am trying to create a custom request template with my own questions.  Is there a way to do this?  I don’t see a “custom” action item to add to the template.  Any help would be helpful.

1533
L
N
NFSNew SysMate
asked in Asset Management
Sites & Regions

HI,I’m starting to setup a global asset system, ( asset lists) ,I wish to create first, sections for each site\region &groups , ( global zones)for each region I will need to setup some rules; filters like -working days, working houres,  and create filtering by that.than I will wish to create reporting for each zone, (for clients reports ) If you can please advise,Regards,

421
S
SysAider
S
stucolNew SysMate
asked in Help Desk
Archiving

We deal with Tickets that run over 2 years is there a way to extend the auto archive function to 2 or more years

1051
S
SysAider
S
Community Enthusiast
samkatCommunity Enthusiast
asked in Customize
Example of How to use Custom Field "Display in List" to highlight values by color

Hello, there was an old post way back on the old forms where a user used the customization options on the “Advanced” tab of Customize > Field Customization to highlight the values in a certain color based on that value. I believe the example was a basic Low,Medium,High, with “High” showing in Red in the list. We are able to get HTML style values inserted into the “Display in Form” options, but cant seem to get anything to work in the Display In List box.Anyone doing this successfully or have any examples?Thank you for any guidance!

601
S
SysAider
B
Community Enthusiast
BroderickCommunity Enthusiast
asked in Help Desk
Editing custom notification to include notes fields

Could someone provide the syntax for adding notes field in custom notifications? I have it set to send information for the solution but I need the notes to get added to the notifications as well   Thanks

1273
S
SysAider
B
Community Enthusiast
BroderickCommunity Enthusiast
asked in The world of ITSM
Adding notes field to notification sent out with ticket status

Could someone provide the syntax for adding notes field in custom notifications? I have it set to send information for the solution but I need the notes to get added to the notifications as well   Thanks

371
S
SysAider
gauer
Community Enthusiast
gauer
asked in Ask A Question
Does Sysaid Svc acct need Domain Admin

Does the Sysaid Svc account need Domain Admin rights if we are not installing the client?  We stopped using the client and cant see any reason not to remove these privileges.  Is there something I dont know about? Thank youG

776
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E
EricWComptNew SysMate
asked in Reporting & Analytics
Custom Filter for Syasid Dashboard

Hi there,I am trying to create a custom filter for one of the charts in our sysaid dashboard. I would like the filter to show the following: Priority Critical or Priority HighAnd Status 1. New or Status 2. Ready or Status 3. Open I’ve spent a good chunk of time messing with different options in the filter wizard to achieve this result but haven’t been able to get anything going.  Here’s the most recent way I’ve formatted the filter:Please let me know what changes I should make, if it’s possible. P.S. I’d love to see someone at Sysaid taking some time to make some QOL changes to this wizard, IMO it’s very unintuitive, even allowing users to type out the filter instead would be much appreciated.

1081
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A
AvgerinosNew SysMate
asked in Installations & Upgrades
outgoing deep ssl scanning

Hello Long time reader first time poster so bear with me. In my environment there is a legal need to scan every incoming and outgoing connection using our firewall (fortigate - deep ssl ) . The only functionality that is broken is no mail fetching due to ssl mismatch.  So my real question is : does the platform use different keystone than windows server root authority for outgoing connections ? I need to place my certificate somewhere, but all my tries were failed to say the least. Any ideas fellow sysaiders ?(Have searched the docs , forums, to N/A) Thank you 

1054
S
SysAider
F
firesuiteNew SysMate
asked in Self-Service Portal
Announcements and banners on Self Service portal

Hi,We would like to start to display banners and messages on homepage to warn of current ongoing issues, or forthcoming events including links or pdf files to resolutions or workarounds so that users don’t always feel the need to raise tickets if we have a hundred on it already.Is this possible to do, can’t find any documentation for it.

1933
S
SysAider
J
Community Enthusiast
jeffreyb60Community Enthusiast
asked in Self-Service Portal
Wrong captcha when logging into mob.sysaid.com (mobile app)

One of our users is getting “wrong captcha” when trying to login on the mobile app. Everyone else that tries it gets in fine. We tried logging as him on different phones with the same issue.Any ideas?

2625
A
D
dave.fremethNew SysMate
asked in Installations & Upgrades
Renew SSL Cert

Could you please provide steps how to renew our current SSL certificate in SysAid Tomcat? Thanks a lot

6714
S
SysAider

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