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My team has been adding documentation to the knowledge base (FAQ) for our end users. A problem that I have noticed is that I cannot copy the link to specific pages in the FAQ, the link always defaults to the same page. Is there a way to get a link directly to the KB article?I cannot copy/paste the URL to a knowledgebase article to send a user directly to the document.This is particularly a problem with announcements of new features and supporting documentation that is sent via other platforms (email). I cannot include a link for users to click to quickly access the documentation. Is this functionality missing or am I missing something?Thank you!
This is more of a general question, I have a number of existing SysAid categories that are similar/same. I’m looking to consolidate them. There are a spread of archived/closed tickets in some of these categories. I need to know if SysAid will send notifications out on CLOSED tickets that will need the category updating to either the initial submit user or the watchers on the service records?Is there anything else I’d need to consider?
We are wanting to have an email notification sent to the assigned administrator and/or admin group when an internal note or internal task note is added to a service record. Is this possible?
It is a lot easier to notice whether an SR has a file attachment or not in Classic View. Is there a way to add an icon to the to the left of the short description field or somewhere on initial pane? Not every user is going to mention that they attached a screenshot. Or, can the second pane default be the Attachments tab rather than the Journey (History) tab? Also, history is a much better word choice than Journey because the word ‘Journey’ is defined as a transition between physical places.
In the classic SR list, you could build a filter for ‘My Group’ and it would only show SRs for groups that you were a member of. I could then set that as the default for all users. I don’t see a way to accomplish this in spaces. What is the new method? Thanks. Looks like another advanced filter we had was ‘Archived’ which would show any archived SR.
In Spaces, how do we enable the automatic prompt to ask if the user wants to assign the SR to themselves (assign to me) when resolving / closing an SR?
Looking to GET open service records filtered by Customer ID. I can’t find a dedicated endpoint for this in the API ref, e.g. Get Service Records by Customer ID.If you have found a way to do this with the new API, I’d love to see and example structure of the JSON payload sent in the request body. Thank you
Hello We are still using Sysaid version 20.4.74 b10 in conjunction with an Oracle database. We would now like to install the latest version of Sysaid. How do I migrate the data from Oracle to MySQL, for example?
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https://developers.sysaid.com/reference/createservicerecord asks for a numeric value for “srSubType”. Where do I find a list of values in Sysaid?
We are relatively new to SysAid, and so far, while I like several things about the platform, however, it is incredibly buggy, problematic and support is abysmal. I recently had an issue with importing CSV’s. After working on it for hours, and not having really any support channels with Sysaid. I finally got to a chatbot/person, only to be told it was a bug. I asked if they document these anywhere? No was the answer. WTF?In another recent issue, I was supposed to get an email back that day form when I spoke with previously mentioned chatbot/person. Never happened.So far, my other negative observations. I’m trying to login to helpdesk.sysaid.com and it won’t take my password. So I reset, and it won’t take the temp that Sysaid sends me for the reset. I tried 3 browsers, cleared cache, incognito, all that. Wouldn’t I have had to have been logged in here before to reach previously mentioned chat? So that tells me I am doing the right motions.David Mafoda, a Customer Success Person, is who I
https://developers.sysaid.com/reference/createapplicationkey created an application key.https://developers.sysaid.com/reference/generateaccesstoken-1 created the access tokenAny other action under https://developers.sysaid.com/reference fails with the message “sorry, you couldn’t be authenticated with those credentials”. This started happening today. It worked yesterday.
A majority of our support tickets are created by users sending emails to the helpdesk. For some common requests, we've set up email templates with pre-populated fields to streamline the process, minimise admin input, etc.For example, a template for new user accounts includes a field for the account type (e.g., Domain, Google). This field is set to a default value, which is the most commonly requested account type. However, we've noticed that these pre-populated fields are no longer retaining their values when the template is used to create a new service request. This means the default value disappears and the field is left blank.This issue occurs on templates created in Classic UI and on templates created in Spaces.Info:- SysAid Cloud- SysAid Edition / Package: SysAid ITSM- Build Number: v25.3.30 b4284- SysAid ITSM Version 25.33.1.62702Anyone else experiencing the same issue?
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