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zoewalters
Active talker
zoewaltersActive talker
asked in Help Desk
On the Incident/Request form, how can I align fields next to each other?

I find that adding fields when designing my incident or request template makes the template longer.I’d like to have the Impact and Urgency fields next to each other in the body of ‘general details’ tab, not on top of each other.Is this possible? It means there is a lot of wasted space in the template!Thanks.

751
jsidoti
Guru
A
Arivera3DNew SysMate
asked in Ask A Question
Have a daily automation to create a new ticket

I have had an IT manager request for an automation for creating a Sysaid ticket at the same time everyday. Is there a way to schedule with in Sysaid to make a new ticket or will I need to rely on an external trigger. For example creating a macro to email and rely on email rules to create the ticket?

4312
A
jsidoti
Guru
jsidotiGuru
asked in Customize
Emoji Survey

Several months ago I was talking to my Customer Success manager and he mentioned the emoji surveys We were supposed to get together and talk thru the set up on an on-prem install and to be honest I forgot all about it. I’m looking at my notes and decided that it was time to get this rollingAnyone have instructions for on-prem? John 

1332
jsidoti
Guru
J
jreynoldsNew SysMate
asked in Ask A Question
How long are tickets kept in the system?

I see in the documentation that tickets are auto archived after 12 months and that it is possible to set escalation rules to archive them sooner. But, once archived, how long will tickets remain in the system? Is there any way to see in the system how long this time is set for?

481
Maayan Karstaedt
SysAider
wolle
Community Enthusiast
wolleCommunity Enthusiast
asked in Reporting & Analytics
Edit Reportsite

Hello,we are using Sysaid on Linux. Now we want use the Report “Satisfaction by admins”. but it shouldnt be possible to look into the “details”. So we would like to edit the site where config hides the details from the checkbox that enables this (please see screenshot). in the filesysem we can’t find the site for the reports. How can we edit this? 

704
wolle
Community Enthusiast
jsidoti
Guru
jsidotiGuru
asked in Reporting & Analytics
report for all category levels

I’m working on cleaning up unused sub-categories and I was trying to create a report that would show how many tickets were in each category that would also display sub categories over a 1 year period Any tips? John

463
Maayan Karstaedt
SysAider
OrlandoLocke
Community Enthusiast
OrlandoLockeCommunity Enthusiast
asked in Ask A Question
Email notification to user regarding a Service Record

I get an error every time I edit the email notification mentioned above.  It says “Seems like the HTML code used is corrupt/obsolete and cannot be edited with the new editor without breaking the notification”.  Can someone please send me the generic/default HTML code for this notification? Thank you in advance,Orlando Vasquez

1823
S
jsidoti
Guru
jsidotiGuru
asked in Installations & Upgrades
Modify agent

We switched from LDAP to Azure auth for our users so now the password reset services screen is no longer working.How do I remove that from the windows 10 login screen? Install method:SysAidAgent.exe /VERYSILENT /URL https://www.web.site /account AccountName /serial SerialNumber /install once /AllowRemoteControl Y /SubmitSRShortcut "Help Desk" /Interval 30 /ConfirmRC Y /RandomMachineID N /AllowSubmitSR Y /LogLevel 3 /ENABLESYSAIDPS Y is it as simple as switching /ENABLESYSAIDPS Y to /ENABLESYSAIDPS N  

1472
Maayan Karstaedt
SysAider
jsidoti
Guru
jsidotiGuru
asked in Reporting & Analytics
Customizing Dashboards

Morning All, I’m working on a sysaid dashboard for my CEO and I wanted to add cases by user as an element Is there a way to customize a chart property? John 

852
jsidoti
Guru
L
Community Enthusiast
LeeRLSDCommunity Enthusiast
asked in Asset Management
Checking an asset out?

Hey everyone,So I am working and rolling out SysAid here at my school district and the one thing we have liked about asset tracking systems is that I can check out a device to a user to be able to track who has it.  Does SysAid have this functionality?  Otherwise how have folks done this before?

661
jsidoti
Guru
L
Community Enthusiast
LeeRLSDCommunity Enthusiast
asked in Asset Management
Import Categories CMDB meaning

What does the CMDB field do for importing categories?  If we have it on, what does it do when something is set to that category?

562
L
Community Enthusiast
A
AlvnNew SysMate
asked in Help Desk
Add emails to SR that do not have default ID prefix

We often create tickets for a third-party company, that always strips down subject from our emails to a format such as this“Your response has been received for Ticket T1234567” “Ticket: T1234567 has been updated.” “Ticket: T1234567 Set to Work in Progress”Since it does not match our default SR Prefix “Regarding Service Record #1,234”, a new ticket is created for every email they send to us. We would prefer if those emails were kept in the same service record, without having to manually merge them.It does require a non-trivial workflow, that I am not sure if possible with current SysAid functionality without having to change our own idPrefix: Parse the subject and if it comes from sender it@example.com , extract their ticket number /A[0-9]{7}/ or /Ticket[:]{0,1} (A[0-9]{7})/ Find another SR that includes that ticket number in the subject Merge or add received email to that SR.

926
A
T
tekbondNew SysMate
asked in Installations & Upgrades
version v14.4.32 b25 and we need to update

Hello, we are in version v14.4.32 b25 and we need to update. What would be the best practice? Go straight to the last version or go up the versions little by little?Where can I get the update versions?Thanks everyone in advance for the help!!

402
Maayan Karstaedt
SysAider
G
Gabriel1321New SysMate
asked in SysAid API
Database API

Hello everyone! I'm new here and I was wondering, does anyone know if there's a premade way here in SysAid to connect SysAid to a database or related? I would be glad if someone could answer. Thank you in advance.

3138
Maayan Karstaedt
SysAider
S
slattmanNew SysMate
asked in Reporting & Analytics
cluster reporting

When I create cluster report, the reports do not show in the same order that they were added.  Example, Added Report 1, report 2, report 3, report 4.   Running the report, they show up, report 1, report 3, report 2, report 4.    Why?  and how can I correct? 

733
Maayan Karstaedt
SysAider
gauer
Community Enthusiast
gauer
asked in ESM - Enterprise Service Management
Set up a new Department in Sysaid (Company?)

Hello.Can someone point me to the documentation, or help me with a new requirement?  I need to set up a new Department in Sysaid - they need to appear completely separate from our Help Desk, with their own categories and own templates - how can I accomplish this?Any help is appreciated help! Thank you

4213
J
C
CCDNew SysMate
asked in SysAid API
powershell script with Rest API integration

Does anyone have a working powershell script with Rest API integration. I am looking for a possibility to populate the solution field and the activity field from Powershell.

5793
C
R
Community Enthusiast
rs1887416951Community Enthusiast
asked in Help Desk
Viewing Tickets Assigned To Other Administrator Groups

We have one company and four different administrator groups:Company Name: TestCompanyAdministrator Groups:  Hardware Support, Network Support, Apps Support, FacilitiesAutomatic dispatch of service records is enabled for each administrator group.Administrators in Tech Support, Network Support, and Apps Support need to see their own service records, service records that are assigned to their group, and service records that are assigned to any of these three groups. They should not be able to view service records that are assigned to Facilities.Administrators in Facilities need to see their own service records and service records that are assigned to their group. They should not be able to view service records assigned to other groups.How do I do this?

2453
Maayan Karstaedt
SysAider
B
Community Enthusiast
BradGCommunity Enthusiast
asked in Installations & Upgrades
64 Bit Installer

Hi Can you please provide me with a link to obtain a full install of the 64 bit version. We currently have a 32 bit version, but the server it is on is failing and we would like yo take the opportunity to upgrade to the 64 bit version. Thanks Brad

3124
B
Community Enthusiast
B
BeckhoffGuyNew SysMate
asked in SysAid API
REST API Search SR not returning project_id

Hello. I am trying to do a search of our service records using the REST API. I am able to successfully login and do a sr search. I retrieve all the records but I am missing a piece of data I would like to display to my users from this search.  On our system I would like to retrieve this piece of information.   If I do a request and pull this record individually, the data is in the key “project_id”.  This is missing from a sr search. Is it possible to request this field in my query? Do I need to define a view or something like that? I tried adding parameter's to my request in the field parameter but that didn’t seem to help. Our default view does show this information. Or do I need to write a loop from the first search to pull each sr and find that piece of data that was missing? This is my search request to start with that seems to return everything I need but one field.  Thank you. 

1635
Erik Snider
SysAider
N
nikolai.kleimanNew SysMate
asked in Ask A Question
Blank page in Incidents view

Hi, We have blank page in Incident view while Assets and other parts are working just fine. After several minutes, Incidents view is working again. This repeats several times a day every day. Anyone ideas about what could be wrong? No CPU usage at any time (40-60%), disk/memory ok. Moved to another DataCenter (vmware) and still the same.

2264
N
J
JbusNew SysMate
asked in Help Desk
Service Desk Templates missing

Currently setting up are system and went to setup some templates but seem to be missing Service Request, problem templates.      

602
Maayan Karstaedt
SysAider
lanseriait
lanseriaitNew SysMate
asked in Ask A Question
Asset - Preventative Maintenance

Under Assets the Tab Maintenance there is a default field called Last Maintenance. How can a organization utilize this field to notify the admin if the last Maintenance has been over 30 days for example. We want to implement a process were the Asset is maintained and remind the admin to maintain. 

804
lanseriait
C
Community Enthusiast
chrisisCommunity Enthusiast
asked in User Management
Disabled Administrators and Licensing

Do disabled administrators still consume a license?We have a number of administrators that have left the company. I would like to reallocate their licenses to new admins, but I don’t want to transfer all tickets over to the new admins. Its useful for us to see the history of a user and which administrator assisted them in the past, even if the admin no longer works for us.I have set the old admins to Disabled, but licenses still show as allocated.What is the best way forward?Should I convert the old admins to users, and can I do so without losing the history of tickets they were assigned to? Can I just add new admins and accept that the system knows disabled admins aren’t actually licensed agents?

1582
C
Community Enthusiast
J
Active talker
JSHActive talker
asked in Self-Service Portal
Notes missing from self-service portal

We used the notes facility to have an easy method to see status/ updates on a service request. But with the new Self-Service portal our end users are not able to see these notes anymore. They can only add one..is there a trick to show Notes for the end user?

1023
Maayan Karstaedt
SysAider

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