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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

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

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 you G

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 High And 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.

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

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.

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?

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

Hi All, Has anyone successfully created a Python script to query the Sysaid API? I’ve been struggling to get this working … POSTMAN is working fine though. Just wondered if anyone had a sample script i could look at. Thanks,

Hi Team, I’m noticing that since implementing oAuth for mail receipt, emails are creating multiple tickets within the platform. Is this something that others have experienced before and how did you resolve it if you did.

We would like to add Java code to enhance some custom fields. Is there an example of Triggers? Or currently the advanced tab for our fields goes to some code snippets for Form Display, Client-side validation, etc. Should we use those fields?

I can attach a file using Postman but cannot figure out how to do it in Python. Below is a barebones script demonstrating a good response reading the record, followed by a bad response attempting to add an attachment. I'm getting a 415 response (Unsupported Media Type). Any assistance would be greatly appreciated! $ python -V Python 3.8.5 $ pip show requests |grep -e ^Name -e ^Version Name: requests Version: 2.26.0 $ python sysaid_test.py <my-account-name> 1168503 *** output *** Get record type and status -------------------------- url: https://*******.sysaidit.com/api/v1/sr?fields=sr_type,status&ids=1168503 session headers: {'Cookie': 'JSESSIONID=7A2B901424AB9ECF1C17DFCE4BC11FA1.inst05us-autoscaleapp-002187', 'Content-Type': 'application/json'} prepared headers: {'Cookie': 'JSESSIONID=7A2B901424AB9ECF1C17DFCE4BC11FA1.inst05us-autoscaleapp-002187', 'Content-Type': 'application/json'} status_code: 200 text... ('[{"id":"1168503","canUpdate":true,"canDelete":false,"canArchive":false,"hasC

Hi everyone, we have simple yet complicated question :) Is it possible to put more different fields in 1 row, so view would be more organised? This is view now... and this is view, how we’d like to have it, but there’s no option for it (some high end Photoshop/Paint skill included here :P ): If not in designer, is it possible to change some files directly on the server and add some CSS to it in some way, directly inside server files? Thank you for all help and regards

Hi guys, I am new with SysAid and was wondering how you deal with on-call personnel/tickets. We have scheduled on call person and would like to notify them when a ticket is submitted or NOT assigned after 10 minutes it was submitted. How do you notify the on call person when the on call person changes every week? We are trying to minimize the number of emails being received by the other Admins so sending a notice to the group, hopefully, is not the way we have to go. We are using teh SysAid clou.

Hi Team, I need support to download tickets from past 5 years, I got update from sysaid support that we can only see 1000 tickets on bowers but can anyone please suggest how to download 3 or 5 years old tickets from this platform Thanks, Adi

I am trying to add a hyperlink to ticket description but it adds it as a plain text. { "key": "description", "value": "New Hire: Kim Lane2 \n\n Target Start Date changed to: \n\nPDF Link: https://www.google.com" }, I tried using link key but not sure where it adds the link: { "key": "link", "value": "https://www.google.com" }

Hi team, Myself and my colleagues are in the process of creating a new request form. We would like to know if it is possible to duplicate fields? We currently see no way of doing this, and on more than one of our questions on the form we require the same ‘answer box’ to say the exact same thing, however when setting up the new fields, the captions cannot be the same and we are unable to duplicate a field more than once onto the same form. Any help you can provide would be very beneficial, thank you! Mitsubishi Electric IT Support Team

When service records become escalated in the system, they cannot be closed before they are de-escalated. This is fine, however when using Firefox, the pop-up window generated by Sysaid to de-escalate the Service record is a full-screen new-window popup and the buttons do not work. Pressing “okay” in the prompt does nothing. This issue has followed every version of Firefox I’ve used for the past 4 years. In any other web browser (Chrome, IE, Edge) the de-escalation prompt presents as a small popup window and the buttons work as expected.

When i use the following: ${sr.getAddonFieldValue("CustomColumn34sr")} The output is 125. 125 is the ‘Reference id’ of my profile. If I put someone else's name in the field, it shows their ID. How can I change this to show their name instead if their reference id? I have followed this: “Hi Chris,Please try this instead and let me know if this works: $AccountObj.getCustValues("sr_cust_sbm_proj_code",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn5sr")) Cheers,Danny” so in my case, it will be: $AccountObj.getCustValues("sr_cust_test_listtt",$AccountObj.getResourceBundle()).getCaption($sr.getAddonFieldValue("CustomColumn34sr")) the ‘125’ is from ${sr.getAddonFieldValue("CustomColumn34sr")} We are on cloud hosting.

Hi, A couple of the templates on the User Self Service portal have text displayed on the template when the user selects an option from the 1st Category, e.g. ‘Marketing & Communications’ (below). What I have been tasked to do is update the text on the template. I cannot find the field to customize the text. Does anyone know where I can find this field? Cheers

Is there any way to exclude twitter, facebook, linked in images in end user email signatures ? When user s submit incidents / requests they have images / links in their signatures. These come into sysaid as attachments and are unwanted by our service desk staff.

Hi, I’m trying to figure out regex to clean up my ticket notifications containing email. In integration>email there is and Advanced Options. There, you are supposed to be able to “trim” at the point of the regex match. I simply can not figure this out (not a unix/linux guy). Can someone recommend a regex that I can try please? Make it simple like only include current email body or something like that. Thanks in advance.

We are moving from an On-Premise setup to the Cloud and when I was entering our Operating Times I noticed that it said “*Note: The times above relate to account default time zone: EST”. We are actually in the Pacific Time zone (Nevada, USA) but I cannot find where to change that (if I need to that is). Can anyone help?

Normally with assets like PC’s, Laptops, we just install the agent and let it automatically populate the asset and the CI. We just received a very large batch of laptops that we likely won’t be deploying for a while, so I’d like to get them into Sysaid but don’t want to image/deploy the agent just yet. We’ve never utilized the asset import feature. If I import these assets, then later install the agent on them, will it link to the existing record or will it create a duplicate? Also, upon importing the assets, will it automatically create the CI record as well (like when deploying the agent), or will we need to import again to the CI list? Thank you for any direction you can provide!

Where can I watch the virtual event from yesterday...is there a recording somewhere