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Updates On-Prem

Good morning,I have Sysaid On-Prem and I'm on version v23.3.36 b3, and it's been almost a year since the last update.Will there be any more updates for the On-Prem version?

14 hours ago

asafgold16New SysMate

asked in First steps with SysAid

how can i create a child ticket in sysaid?

3 days ago

SuperSalmonCommunity Enthusiast

asked in Customize

Email Notifications

I’m struggling to understand why a ‘Completed’ email is not being sent out when a Request is marked as ‘Request Completed’. If an Incident is marked as ‘Completed’ the email is being sent out as expected. The Custom Notifications form reads as per the below. I’d also like to include a message when a Request/Incident is marked with a status of ‘Deleted’ but using the #elseif( ${Status}=="Deleted" ) doesn’t generate an email either.#if( ${Status}=="New" )Hi ${ReqUser},Thank you for submitting your service request. The ticket number is #${ID} - ${Title}. Someone from the service desk is in the process of reviewing your request and determining a resolution.Updates will follow when the incident is assigned or resolved.Kind regards,Bernicia ICT Team#elseif( ${Status}=="Completed" )Hi ${ReqUser},Here is an update on ticket number #${ID}-${Title}.The administrator that was assigned to your ticket is ${AssignedTo}.Your service request #${ID} has been closed with the following resolution - ${Act

10 days ago

NovaNew SysMate

asked in Ask A Question

New Tickets notification on the Platform

I would like to implement a notification option for my team when new tickets are assigned to the admin group or to the individual on the platform rather than in the emails to prevent email clutter and more efficient alert/notification but I am not seeing that option being available.

11 days ago

jwhite4166New SysMate

asked in Reporting & Analytics

Requesting Report and\or help

Does anyone have a report or information on how to create a report that can display all assets that are 4 years old from purchase date. Thanks

16 days ago

rdtjbrownCommunity Enthusiast

asked in Reporting & Analytics

Reporting - Ticket History

Hi there,I’ve been given a task to produce a report that shows how long a ticket has been in triage state before its assigned to a team to work on. Timers are not setup in this environment and we do not have a ‘Triage’ status. Ideally, I’d like to be able to report on the ‘History’ set of fields but I’m unable to add this report into a report in Analytics? Example:

17 days ago

miraldhNew SysMate

asked in Ask A Question

Type of Administrators

Hi, I am looking to find definition of different type of Administrators in SysAid, The terms are:Assigned AdministratorAssigned group membersResponsible AdministratorProcess Manager Thankyou

18 days ago

SuperSalmonCommunity Enthusiast

asked in Reporting & Analytics

Request Time compared to Due Date

I’d like to create a graph or some kind of visual that will compare the Due Date for Requests and Incidents against ‘Today’s Date’ and state whether a ticket is within or has failed our SLAs. Can this be done and if so, how?Many thanks,Mel S.

18 days ago

tmart_AMICNew SysMate

asked in Help Desk

Ticket reopened by email

We have a ticket that continues to be re-opened when the sender sends in an email. The sender is sending some monthly downtime notification emails and he is using the same subject for all emails.In our email integration we do have it where if a user has the SR# in the subject it will reset the status of a ticket to Open, but in this case the email does not have the SR# anywhere in the email. Any ideas what might be causing this?

21 days ago

SuperSalmonCommunity Enthusiast

asked in First steps with SysAid

abonfimNew SysMate

asked in SysAid API

Label "Survey status" in SR is not change by API

Hi Everyone,I’m facing a dumb issue herer. I have a Survey working very well making update by sysaid API.When a survey is done, there is a label call “Survey Status” in the SR that tell me that the survey was anwserd. But When the ticket is mark as “Resolved”, the survey is send but the “Survey status” in the SR wasn’t change to “The survey was sent”.I’m trying to do this by API and I have no success. Anybody here can help me?Here what I’m doing by API.'https://mycompany.sysaidit.com/api/v1/sr/81980'PUT curl --location --request PUT 'https://{{ambiente}}/sr/81980' \--header 'Content-Type: application/json' \--data '{ "id": "81980", "info": [ { "key": "survey_status", "value": 1 } ]}'

1 month ago

Texwilson47Community Enthusiast

asked in Asset Management

ASSET - Multiple Monitors with Asset Tags

We are faced with a problem. Also all our users have multiple monitors (2 to 5 monitors). We are collecting their serial numbers as well as placing and tracking ASSET TAGS on each device. However, we sucked up all our available asset licensing by collecting them in as individual assets. The goal is to add them to the user or the workstation. There is a single monitor collection area there but for our needs we will need to add 9 additional fields (for serial # and asset of each monitor up to 5). Is that possible to add those and NOT affect our licensing OR do we need to suck it up and buy additional licensing.

1 month ago

marieannedulceNew SysMate

asked in Service Automation

Ticket Alert using Power Automate

Hi, can someone help or share how did you create a flow steps when an email arrives for new SysAid ticket with table using Power Automate to post in MS teams? Thanks!

1 month ago

ChrisNew SysMate

asked in SysAid API

Create End Users via API

Is it possible to create end users via API (or is that on the roadmap)? We are automating our onboarding process, and being able to do this would eliminate one more step our techs need to do when staff are hired. Thank you!

1 month ago

SSousaNew SysMate

asked in Ask A Question

My Calendar

Is it possible to have visible in My Calendar the incedents, requests, changes or problems tha are assigned to the user?

1 month ago

JOHNREILLYNew SysMate

asked in Knowledge Base

Enable Patch Managment Trial via .xml

I received the Patch Management Trial .xml via support. When I go to Settings\Intergation\MyApps and Upload license file, it states “unable to find FieldDescription for ‘sysAidActivationFields’ in ClassDescriptor of addonLicense.” Am I supposed to load trial licenses in a different location?

1 month ago

JordanNew SysMate

asked in Ask A Question

Implementing a Distributed System with SysAid for IT, Clients, and Other Departments

Hello everyone,I am working on implementing a distributed system based on SysAid with three separate instances: one for the IT department, another for clients, and a third for other departments.My goal is to ensure the best possible integration between these instances, enabling efficient data flow either through email or specific addons.Additionally, it is important that each department has permissions limited to their own instance, and that each instance and license has its own database, although they can be managed by the same database server.Here are some of my specific questions:Data Integration: What are the best practices for configuring the data exchange between these SysAid instances? Which integration methods (email, addons, etc.) would you recommend to ensure efficient data flow? Permission Management: How can I effectively restrict access permissions so that each department can only access their own instance? What configurations in SysAid and the database server are necessar

1 month ago

SuperSalmonCommunity Enthusiast

asked in First steps with SysAid

Pausing due dates

First of all, apologies for the number of questions I’m posting to the forums lately. I’ve just been appointed the Service Desk Supervisor at our organisation and I’m wanting to make as much use of our SysAid software as possible.Can it accommodate the pausing or recalculating of the Due Date based on the ticket’s status? For example, if a ticket is updated with a status of ‘sent to supplier’, it no longer falls within our SLA’s but the supplier’s. It would also need to pause or recalculate if the status is changed to ‘on hold’ or ‘contacted user - awaiting response’.Many thanks,Mel S.

1 month ago

SuperSalmonCommunity Enthusiast

asked in First steps with SysAid

Escalation Rules - Font & formatting

Can I amend the Escalation Rules ‘Notification body’ to match the default font & formatting of our organisation? The default within SysAid is Calibri (11) and we use Arial (12). Can you also use the likes of ‘bold’ & ‘underlining’?Many thanks,Mel S.

1 month ago

adam.savilleCommunity Enthusiast

asked in Ask A Question

Marking users as VIPs

I am looking for a way to be able to highlight when a user logging a ticket either via portal of telephone is a VIP level user.So when an analyst start filling out an incident ticket for example and select the user as User X, the ticket somehow displays a tag or marker or something to say they are a VIP.Is this possible?

1 month ago

mgibbs08New SysMate

asked in Help Desk

Can Incident/Request tickets be converted to Projects?

Hello! We have some incident/request tickets that come in that really end up being projects. Is there a way to automatically convert those tickets into a project?

1 month ago

YerssonHernandez99Community Enthusiast

asked in SysAid API

SysAid API can't apply two conditions (or more?) in a GET

Hi to everyone.I would like to verify what is wrong with my API request, as I am simply calling a view and a date filter. If I execute the view only, it works correctly, and if I execute the date filter only, it returns records within that date range. However, if I apply both conditions, neither the view nor the date filter work.https://sysaidit.com/api/v1/sr?view=Porcicultura&insert_time=1701580800000,1704105600000Thank you very much for reading.Let me know if you need any further assistance!

1 month ago

JDHester2000New SysMate

asked in Ask A Question

"Incorrect string" When users reply from iphone.

When users reply to tickets via their iPhones, the message comes through via email, but the ticket shows this error. Subject: Error: SysAid was unable to process the content of the email. Please check the user's email and encoding. Body: Incorrect string value: '\xEF\xBF\xBD\xEF\xBF\xBD...' for column 'msg_body' at row 1

1 month ago

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