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I can see that Zoom Video Communications, Inc. is part of the SW Vendor and Classification in Patch Management Policy. But it does not give me the option to approve or show me versions that are in my environment. I also checked Patch Management and just do a basic search; it does not show me Zoom as well.I go to Software Products and add a new Software Product and I can see I have a few computers that have Zoom client installed using the query builder. Is there a chance that Zoom Video Communications Inc changed their name recently and now Patch Management policy or Patch Management won't list them in the correct slot?I am currently trying to update zoom to ensure it is the latest version through SysAid patch management.  

I have created a workflow notification that creates a secondary SR depending on if a user answers a question in a specific way Is it possible to populate the secondary service record with data from custom fields from the original SR?

Hey guys, good morning!I need help creating an IT ticket opening form. My idea is to create an opening form for the help desk and print a different form the guys for the fieldMy biggest problem is creating a data bond, for example, people put the address and the printing pulls that information.Could clarify which best practine for create?

Does anyone have an example of a PowerShell - Execute Script that remove’s groups from an AD user? I am trying to create an offboard process.

I would like to set-up view to be able to filter (see) all requests in selected phase of workflow. I can’t find field Phase in Sysaid.  BR, Irena

I noticed that when setting up Categories that you can say which user groups can see those Categories and I wanted to know if there is a way to limit Service Desk Templates that way as well.   We will have several options that are for specific locations or departments because they have customized software that is not used by anyone but them so I do not want users who are not at those locations to see those options in the Template drop down in the Self Service portal.Is this possible?

Hello guys, good morning!I need to clear a one field Which name is "Section/Department/locality", thoses field before was bond with is LDAP.The question is I don't have access to the backup and I need to clear without to harm the history previous.One situation occurred previously was a upgrade made to AD to alter name, department the other informations in user to system, that he finished up finished including some information incorrect.Now AD it is correcty and whitin to SysAid we can verify this, but still persist some information duplicate.If can help me, I will be grateful. I will put exemple the down: Classification removed, according to exemple down:but continues having information save in sistem and duplicate: 

We are working on a workflow that is supposed to be triggered by an email coming in, we use an email rule to select our Workflow template. We are wanting to pass Title to the next tab of the work flow but when the email subject link goes into the title of the SR, but it doesn’t pass.  However,  if we trigger the workflow from the sysaid Self-Service Portal it does pass, we are wondering if we are missing a step to get it to work from an email? 

When an administrator sends a message from within the ticket- the boxes are ticked by default:  Include the details of the Service Record.  Add attachments also to the SR.  Is it possible to make them unticked by default?Thanks!

Is it possible to create a secondary ticket depending the answer from a list that a user selects when raising a request?

Hello everyone! Just started a job that uses SysAid for our Help Desk and currently, I’m in the process of backdating and closing out a ton of requests by assigning categories, inputting solutions, etc. Just wondering if anyone had success automating this process on Python (or something similar) using SysAids REST API and if so, would be willing to provide tips or pointers on how to get started. Thank you!

Hi, Is it possible to add an @If statement in a table in a notification mail.It keeps disappearing when I put one in?! Kind Regards,Rudi

Hello Friends,Is there a way to set up a view in SysAid so help desk techs can view their tickets and sort the tickets by last updated time/date? Thanks!Reed

Good morning, I don’t believe it’s possible but here goes. We have a few automation email for example, one would be newstarter@example.com where we are notfied of a new user. This mailbox is unmonitored and would therefore not receive any replies. We can of course change this to our HR user. What I would like is any emails from newstarter@example.com to have the request user field be automatically changed to hr@example.com IF the subject field is XXX. In Settings>Service Desk>Email Rules> EMAIL RULE >    Update the following SR fields:there is no option to change the request user. Is it possible to add this option? Or would this fall under a FR?

Is there a way to set the LDAP to restrict it to only load new users from an active directory instead of using the full scan or normal scan option ?

my current config only allows users to add notes to a ticket when working in the portal view --Is there a way that users could submit messages in the portal - the same functionality as when the user replies to the ticket in email?

Hi, I would like to get a specific value from a relational list to send in an email notification,I know its suppose to look something like this:$AccountObj.getCustValues('srSubTab_cust_hilanet',$resource).getCaption($CurrentActionItem.getAddonFieldValue('CustomColumn371srSubTab'))but for some reason it’s not working…Please assist me with this and if there is any documentation for getting these custom values it would be very helpful :) Thanks in advance,Haim.

We are using the SysAid cloud version and I’m working on generating reports and getting them scheduled. So far, it has mostly been a breeze between the reports that came with our edition and the few that I’ve had to create. However, I need to do one that reports something along the lines of average time a ticket takes to go from new/open to closed status. Does anyone know of a report already in the system that does this? And does it take into my desk’s predefined worktimes into account? Such as if I have my times available listed as 9-5 and the ticket comes in at 430 when I open it at 9 the next day it should say that it’s only been open for 30 minutes instead of 16 hours and 30 mins. Thanks in advance.

Hi there,I’ve recently been tasked with setting up some new templates and I can see that there are multiple templates using the same Sub type.When setting up a new template from Service Desk Templates > Incident Templates I’ve tried duplicating one of the templates that uses the same sub-type but that just creates a new sub type and when trying to create a new template from scratch (In Service Desk Templates > Incident Templates) i don’t have the option to select which sub type to use.  Where am I going wrong?  Kind regards, J

We are looking for a way to report on when the status (not necessarily the last modification of the SR) was last changed for a service record.  The outcome is a way to track how long service records have been in say a Pending User or Customer Responded status regardless of other notes or field changes in the service record.  Ideally, a database field dedicated to that with a timestamp of when the last status change took place.  Does something like this already exist?

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.

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

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.

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?

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!