Hello community,I need to create a report or an excel export of every ticket that an specific agent in our service desk modified(closed, reasingned, changed in any way) at any given moment.I've been playing with the filters trying to get one to bring me the history but I can't find a way.Is there a way to do this??thanks
Dear Sysmate, What is the best minimum MySQL version for SysAid 22.1.65 On-Premise installation? Since the minimum on the web is 5.6 and 5.7, I’m aware on the new version is different than what it is really required. Because my MySQL version is 5.7 and I have problem with version 22.1.65 while querying assets list, online users, incidents.Thanks and regards,Asadulloh
Hello, I’ve updated some Data Population settings in a few Tasks and now when trying to submit a ticket in any category in the Self-Service Portal, it boots me back to the self service portal homepage and the browser console shows some errors each time. It’s always the same error.I really don’t think this was due to anything I did. It looks to be an error on the backend and something that probably shouldn’t happen when I’m just editing records through the admin portal.
Hi - I don’t know if any of you can help?I use Sysaid at here at my company - we have recently been taken over by another company and now form part of a group (2 Companies).I have joined the domains as part of a forest with a two way trust relationship - is there a way I can use Sysaid to interrogate and manage the other domain? Many thanksGav
The self service portal is not user friendly i.e. there isn’t a status for an end user to see all “Active” tickets. They have to select all the relevant status as part of the criteria.
I am working on the setting for the Asset to CI import and there are some things which don’t make sense. Is there a best practices document?These are my questions so far:When the import is done, is the CI Type set to Asset? Why is Asset field “Disabled” not available? How will I know in the CI that an asset is disabled? Do I now need to manually update the item in both the Asset and CI lists? Ideally, Disabled would match with the CI Status field. Where does the Asset Type field go? I would like Asset Type = CI Sub Type field, but CI Type and CI Sub Type are not options in the field selections drop down.And for more esoteric questions:Why is there not a filter on the import? I would like to pick the type of asset to import. Servers = yes. Laptops = no. Why does the Model field type not match in Asset and CI (text and integer respectively)?Below is how I’ve set the import screen so far. The highlighted fields are the ones I’m questioning. (I have to add a couple of custom fields s
Hi, i plan to migrate all sysaid data from old sysaid server to new sysaid server without performing DB restore. I want to have new clean sysaid and just import all data from old sysaid system. is there any tools, or proper way to do that.
Hello, I have Issue from upgrading from v21 to v22.1.65.After succesfully upgrade, I have a problem accessing online users page. It looks like that, with error “The list cannot be loaded, because it was defined with a bad query. Click "Customize View" to review the view settings and try again."This is the “Default” view, nothing change since first install. ThanksAsadulloh
Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.
When I click on New Note in Chrome it opens a new tab instead of creating the pop-up. I cannot add from the new tab. Something changed in my settings for the browser I’m assumingbut I can’t find it. Thoughts?
Looking forward!!!
I just wanted to introduce myself.
Sysaid - All I want to do is get slack working at a basic level. Like if a new incident is open, we want notification to channel. How do we do this. We walked through the instructions, connection shows a success, everything looks good, but we don’t see any notifications. Help!
Hi, I’ve been trying to create a new template and currently working on the workflow designer. However, after testing, it won’t proceed to the next workflow tab which is the “Human Resource”. There are also 3 non-workflow tabs in between Human Resource and End User. Why is this so that it won’t proceed? I’ve been working on the dependencies as well. How can I move the 3 non-workflow tabs on the last part? Hope you can help me. Thanks
Greetings!We are running on prem Build Numberv21.4.45 b17I have two administrators that we have disabled in our AD environment. We have our SysAid integrated with AD, and have verified integration is working with end users.However these two administrator accounts in our SysAid environment are still active and cannot set them to disabled either by syncing, or manually setting them to disabled.Any thoughts on this?Thanks for the help!-Evan
Is there a way to add aditional contact to your ticket so if there is any update the user and the manager get’s update automatically?
Hi,During the upgrade from 21.4.45 to 22.1.65 i received an CRC error:The file C:\….\SysAidServer\jre\bin\jfxwebkit.dll doesn't match the file in setup's .cab file. I ignored the error message. The setup finished successfully. Cannot see any issues till now. But should I expect any in future. Please advice.
Hi, we are working with Change Templates and are trying to get the workflow tabs to populate based on a “calculation” or sorts, meaning based on the value of another field in the ticket. We have it kind of working by setting the “Populate values from other action items” but the workflow gets super messy/complicated really quickly. I’m wondering if anyone has any tips or recommendations to help us make this simpler. Here is some more details to try and paint the picture. We have the fairly standard ITIL changes for Normal, Emergency, Standard but this example is for “Normal” changes. For our Normal Change process we require Approval, and that level of approval and person to approve is different depending on certain conditions within the ticket. For example;A Normal change that has a “High” risk and has “Cost Associated” would require both Person A AND Person B to Approve. A Normal change that has a “High” risk but no “Cost Associated” would require either Person A OR Person B to Approve
The standard key field ‘totalTime’ always returns the SR# and not the Total Activities time (sum of the time in SR’s activities). Please fix/advise. REST API Return Values[{"id":"226","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":226,"valueClass":"","valueCaption":"226","keyCaption":"Total Activities time"}]},{"id":"303","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":303,"valueClass":"","valueCaption":"303","keyCaption":"Total Activities time"}]},{"id":"781","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":781,"valueClass":"","valueCaption":"781","keyCaption":"Total Activities time"}]},{"id":"1950","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":[{"key":"totalTime","value":1950,"valueClass":"","valueCaption":"1950","keyCaption":"Total Activities time"}]},{"id":"2010","can
We currently have Incidents and I would like to setup Service Requests for additional access\ functions\ features\ accounts etc.Has anyone done this on SysAid? Is there any documentation on how to do this?
If a user responds to an email that is sent to them through SysAid the update does not appear on the Incident. Is there a way to do this. I have checked the email integration settings and it appears to be ok
We have setup the Email Rules to auto generate an incident from an email but this feature has never appeared to work. I have checked the settings and everything seems to be ok. Has anyone else had issues with this?
Our institution is using SysAid for employee onboarding. HR starts the process with filling out all the employee details. Information Technology and Facilities then get assigned incident requests to get the account, equipment and room ready for the new employee. Is there a way to link the service records that are created for these departments back to the request so when they close out the tickets HR is notified?
HiWhen I am updating the assett list on Sysaid is there a way to click save as instead of creating the tamplate blank each time? Or do we need to change that our template has differnet prepolated field? KR
Hi When I have an incident I can merg tickets together quick. However if I want to update the individual tickets I can’t do that anymore. is there a way to discharge all the tickets from a parent ticket or DO I need to do it 1 by 1?
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