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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?

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?

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.

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!!

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.

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? 

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

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.

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?

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

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. 

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.

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

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. 

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?

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?

Help!  I have the requirement to set up email notifications to come from a second email address if sent from a specific queue.I’ve set up and tested incoming email and outgoing email, and routed the second email to create a ticket in the #2 queue, but currently all notifications are coming from the primary email address #1. I need queue #2 to send automatic email notifications, and when a user sends email from an SR, it needs to come from email address #2.How can I set this up?Any help is appreciated a lot! 

I’ve found the article on how to put some nifty customisations on the Sysaid notifications, and it allows us to do a “not” and “equals” check - e.g.:#if( ${Status}==”In Progress” )#if( ${Solution}!="" )However, I was wondering - does the system support “contains” or “like” operators? I was hoping to do something along the lines of:#if( ${Description} like "*forgot my password*" && ${Description} like "*SystemX*" )    <p>Did you Know? You can hit the ‘forgot my password’ link in SystemX to reset it? View the How-To article here: <a>link</a></p>#end

Within Settings > Customize > Customized Lists there is a section for “Activity” that has  ‘Activity Status’ , SRWorkTime Custom list 1, and SRWorkTime Custom list 2. I assume the latter two can be used within Settings > Service Desk > SR Activities Settings, but the “Activity Status” is not an option in that menu.  Is there somewhere this can be viewed or added?

Hi. I'd like to know what configuration changes must be done in SysAid to enable modern authentication for sending and receiving emails to Exchange Online. Support for legacy protocols is expiring at the end of September and we need to change to the modern authentication.Thanks.

Hi,When an employee in the organization that uses an Apple computer (MAC OS) opens a ticket from the mail, the ticket opens in an unclear manner rather than a reading, a kind of gibberish.I did not find the codec issue in the settings. Filed is attached for example.  

Is there a way to let the user know that their ticket is merged and still recieve their reply from the child ticket?

When I have email a user, supllier and when I get their response is there a way to auto reply to them asking further details with a pre populated templete?  

Can I link teams to sys aid so I would be able to cantact them directly from there and would open up teams chat to the user for me?  

We always liked the option where we could type #SR-number in the subject field of an email. But we started noticing after last onpremise upgrade that SYSAID now looks in the body of a mail for #number..This is very inconvienient for us as we have a lot of users working with PO etc. that uses this number as well, so now we get a lot of messages on old service requests and new service requests being attached to old ones because it happens to find the number eg. #874 instead of creating a new SR.How do we disable this feature.?