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I need to create a list of SR for a Process manager with the total activity time spent on each record for that manager.I would also be able to filter on the amount of time spent on that record (ie: at least 1 hour).I tried to create a custom report but I’ve not been able to achieve this.Thank you
We use Spaces and I want to have Spaces remove a signature from the incoming email. There is no need for it in the ticket.
I’m able to use the login endpoint to retrieve a cookie, and then use that cookie string to request other GET endpoints to return information on users or service request templates…But when I go to create a new service request, I get a very unhelpful Error 500 no matter what I try.I’m currently trying to POST against: /api/v1/sr?view=mobile&type=incident&template=29I’m using ‘mobile’ as the view because it’s the only string I can get to return anything. As far as I can tell, we only have a ‘DEFAULT’ view setup in Sysaid, but providing ‘default’ as the view URL parameter or not specifying the view URL parameter always returns the Error 500 message, while providing ‘mobile’ as the view URL at least returns "The following mandatory fields are missing: [problem_type, title, status, urgency, impact, priority, request_user, description]" if they are not provided.So, with a header containing my cookie and Content-Type: application/json, and my request body:{ "info": [ {"key"
Hello,We currenly use the latest on prem SysAid server version: v23.3.40 b5. Application server use Tomcat version 9.0.71,but we would like to upgrade this because of potential vulnerabilities. How can we do this? Is there any documentation which detail this process? Could anybody help me? Thanks,Steve
Solved. Please delete.
Is it possible to “stop” users form sending mail to a ticket that has a “closed” status.At the moment is solved this with a Exchange rule that filters out mail with specific words in it. Smarter users can get around this by removing those specific words from their reply mail. Or they reply to an older mail about this ticket.Is there a smart way to ignore this kind of mail in sysaid
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!
We have a number of scheduled reports created by a user who will be leaving the organization soon. These reports are emailed to multiple users. When the SysAid account for the author of those reports is disabled, will the scheduled reports they created continue to be sent? If not, what course of action is recommended?
Has anyone setup a good form/workflow for user requests using the requests? ie. new user, termed user, modification, etc? Any help would be appreciated!
Hello, I am trying to config items list on the Cl list. I want to be able to know which asset is associated with the serial number and owner. For some it shows the owner however some are filled blank. How can I streamline this better to know which owner is connected to which serial number and Cl type.
Hi there,I am trying to create a new custom report that helps me work out averge resolve times for tickets. Can anyone please help guide me through what I need to do to create such report. I want to be able to filter the report, ideally excel so i can import to power bi, by detartment or agent etc.I should be pretty straight forward but im having trouble.Many thanks in advance.Adam
Is there a way to create or integrate in the search bar previous tickets that were solved. For example, in the search bar i can type in printer and it will show all the tickets that have had printer issues to see previous IT tech people solutions?
Can someone let me know how we can set a different default font and size when sending a message?
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