Unanswered questions

202 Posts

J
Active talker
Joel_JoseActive talker
asked in Help Desk

Archive ticket restore and updating the feild within it

I have added a new field in all sub types and want to update the field value in the archived tickets.If we restore the archived ticket , will the due dates or any other SLAs be changed automatically ?

1
iulian.olaru
SysAider
2 months ago
M
MollyNew SysMate
asked in Self-Service Portal

Limits on NEWS posts

We have an issue where the oldest NEWS item defined in our Self-Service portal is cut off.  What are the length/character limits for this area of the portal?  Is there a setting that will allow us to scroll down to read all items?   Thanks for any input!

1
raluca.zarnica
SysAider
2 months ago
D
Community Enthusiast
Djones4Community Enthusiast
asked in SysAid API

REST API search not filtering on sub_type

I am using the REST API in order to do some cleanup. One aspect of this is to update the sub_type field on SR’s that are using old sub_type forms which I want to remove.  I tried issuing the search endpoint with the url:https://[env_name].sysaidit.com/api/v1/sr/search?query=*&fields=id,sub_type,problem_type&sub_type=31This is not working and returning me SR’s with sub_types that are not of the ID 31. Alternatively, I could send a request that filters on problem_type and the results are properly filtered. https://[env_name].sysaidit.com/api/v1/sr/search?query=*&fields=id,sub_type,problem_type&problem_type=SecurityWhy is sub_type specifically not being respected in the search? Thanks

3
R
Community Enthusiast
2 months ago
J
Joseph PinedaNew SysMate
asked in Customize

use of #if

Try to create an if when you are category “Help desk”, otherwise go to the spanish section.  #if( ${Category}!="Help Desk")#else Category: ${Category} Sub Category  ${SubCategory}Title: ${Title}Description: ${Description}#endCategoría: ${Category}  Sub Categoría  ${SubCategory}  Título: ${Title}#if( ${Description} && ${Description}!="")  Descripción de la solicitud: ${Description} #endbut always puts both optionsI need that if it is "help desk" it stays until the #end in red,  and if it is not "help desk" that happens after the #end in red thanks  

3
J
2 months ago
E
Eddybane597New SysMate
asked in Help Desk

Auto adding main asset to a SR request when a user is selected

I am looking to add the users main asset to the SR request so we don’t have to dig around for the asset before we remote on. We don’t use the inbuilt remoting system but a third party so using the RC isn’t an option. I can see you can add the main asset to the SR and I can assign users assets but how do I get it to speak to each other to auto populate the asset when the user requests a ticket?

2
E
2 months ago
A
amatthewsbskNew SysMate
asked in Ask A Question

In the admin notification emails, can you add the source of the ticket?

In my organization, many of our users just email us or call us.  When they do email us, it creates a ticket and we get an email or if someone else makes a ticket we get an email for it.  We want to start pushing the Self-Service Portal more so that our users who maybe don’t have company email on their phones or home PC’s could still enter in tickets.  Is there a way to add the source of the ticket to the admin emails?

1
S
Community Enthusiast
2 months ago
S
SUHRICHNew SysMate
asked in Marketplace

Google Workspace Integration

I’m working on trying to setup the integration of google workspace into SysAid so I can keep all my assets in one location. I tried following the guide for G-Suite but there are parts that have changes and the authorization of the website fails as I believe the address has changed since the guide was created. Does anyone have an updated guide or know what the new address is?

1
B
SysAider
2 months ago
N
Nikolaos TzanavarisNew SysMate
asked in Ask A Question

Two users are unable to log in to SysAid using SAML.

We have a hybrid AD environment and are currently using LDAP sync to log users into SysAid.Generally, when a user is already logged in to Office 365, they will also be automatically logged into SysAid when they open our SysAid URL.We have two users that are unable to log in to Sysaid by browsing to our SysAid URL.Instead, they are confronted with the SysAid login page and none of their credentials appear to work.Even when they are logged into office, they will still be confronted with the SysAid login screen.I could really use some help in figuring out why these two users in particular are having an issue.

1
simonamirza
SysAider
2 months ago
E
Community Enthusiast
eluizCommunity Enthusiast
asked in Reporting & Analytics

How I show workflow steps in my Action Item Report?

I need to know in which step the update occurred in my reports. 

2
E
Community Enthusiast
3 months ago
S
SeadSmailbegovicNew SysMate
asked in Installations & Upgrades

renewal

Hi, As the licence is to expire soon, please send us the copy of the payment order, so that the renewal can be placed forward. Please send the payment order for renew to email address sead@bbi.ba and sistemski.odjel@bbi.ba . Thank you, Sead

1
simonamirza
SysAider
3 months ago
J
Active talker
Joel_JoseActive talker
asked in Customize

Logos for SSP tiles

Hi All Please let me know from where we can get icon or logo for SSP tiles.

2
jsidoti
Guru
3 months ago
J
Active talker
Joel_JoseActive talker
asked in Asset Management

Lansweeper integration

Hi I wanted to know whether we can  have an integration of Lansweeper within SysAid ?

1
dragos.baciu
SysAider
3 months ago
G
Community Enthusiast
GaryBennettCommunity Enthusiast
asked in Ask A Question

How do I get separator lines in PDF reports

I am creating a report on incidents. When I view a report on the screen there are neat grey lines separating each record, nice, but the Title doesn’t word wrap. I want a PDF, so I run the report. Now I have the Title word wrapping, great, but there are no lines separating records, nor blank space doing the same job. This means the Title field looks like one continuous piece of text all the way down the report and is very hard to read.Does anyone have a solution that isn’t exporting as XLSX or CSV and doing it yourself? Am I missing something? Thanks

2
G
Community Enthusiast
3 months ago
J
Active talker
Joel_JoseActive talker
asked in Customize

create radio button action item field

I wanted to create a action item or SR action item where there's or the fields are displayed in the form of radio buttons

1
C
SysAider
3 months ago
I
itmanagerpmxrayNew SysMate
asked in Self-Service Portal

My Settings not showing in self service portal

the My Settings option is not showing up in the self service portal. it has been enabled in the service catalog item section of the self service portal and has been set to visible to user groups “all Users”.I am able to remove and add all the other items on demand but just not the My Settings

2
I
3 months ago
T
TommyBarnettNew SysMate
asked in First steps with SysAid

Can I.... in activities

I would like to make the description a drop down list for consistancy AND i would like to add a default time for a template. Is this possible?

2
T
3 months ago
P
Pavlos
asked in Customize

Assign holidays for all agreements and companies

Hello,Not sure if this has been asked before but I couldn’t find any reference in the help manual or in a previous post, so I will make a new one.Is there a way to exclude days (e.g. holidays) from the “Operating times” but not to perform the “add”/”save” actions for each agreement/company? Thanks

4
P
3 months ago
R
Community Enthusiast
Reed the SwedeCommunity Enthusiast
asked in Help Desk

How do you leave a ticket unassigned?

I’d like to be able to re-route a ticket to another group -I’d like to be able to leave the ticket unassigned so the team lead of that group can decide who to assign the ticket to --Is it possible to do this with incident and requeste tickets in SysAid?Thanks!

2
R
Community Enthusiast
3 months ago
L
Community Enthusiast
LeeRLSDCommunity Enthusiast
asked in Ask A Question

Incoming HTML Emails say "Content not available"

So whenever we get an email into our helpdesk that is sent as HTML only (i.e. from my wife’s iPhone or from our School Information System) we don’t get anything in the description field except “Content not available”.The issue we have is we are trying to setup automatic notifications to the helpdesk when new students are registered so having to go look into the email system to see what the body of the email is can be a bit annoying.

2
L
Community Enthusiast
3 months ago
N
NejcNew SysMate
asked in Service Automation

Is there a way to setup the default email from where the workflow notifications are being sent?

Hello, is there a way to setup the default email from where the workflow notifications are being sent? Currently they are being sent from the “default email integration email”, but we would like to change it to no-reply@sysaid.com. Any suggestions are welcome.Thanks

2
N
3 months ago
jsidoti
Guru
jsidotiGuru
asked in Help Desk

firefox oddities

anyone else experiencing strange behavior using Firefox 121.0.1 (64-bit) with sysaid? When I go to close a ticket, for example, a dialog should pop up asking if I want to add it to the knowledge baseIn my case, it’s putting that dialog into a new tab instead John

3
jsidoti
Guru
3 months ago
H
HaresNew SysMate
asked in Asset Management

Cannot Get LDAP to work

hello all.  I’ve had a horrible time trying to get one of my LDAP connections to work.  I have 2 working LDAP connections.  and my company is a city that has many different child domains out of necessity.  Our police child domain just will not work.  I’ve set everything up identically to the other two, but nothing is working.  When I test the LDAP setup is gives me this error: Error: Exception while checking configuration: Exception while checking configuration accountId: <myaccount> <myRDSname>:389 I’m not sure what to do at this point, this is a brand new, purpose built server, just for RDS purposes, all DNS is correct, and SysAid support hasn’t been helpful at all, over the last 2 days I can’t get a hold of them.  I got chat once, and their advice consisted of “use the ip address instead of the name in the LDAP server url line”  which I did try. For the record, I’ve deleted and rebuilt the RDS twice, removed the credentials and re-added them, but I just can’t get it to s

1
iulian.olaru
SysAider
3 months ago
S
sanukumar554New SysMate
asked in Welcome SysMates!

Good afternoon We recently implemented SysAid mobile to enable our technicians to work on their incidents or create new incidents in the field. However, when clicking on New Ticket, the screen is just blank and it shows ticket #0 Please help!!

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0
S
3 months ago
D
DeanMFNew SysMate
asked in Installations & Upgrades

SysAid Mobile Blank Screen When Adding New Ticket

Good afternoon We recently implemented SysAid mobile to enable our technicians to work on their incidents or create new incidents in the field.  However, when clicking on New Ticket, the screen is just blank and it shows ticket #0 Please help!

2
D
3 months ago
M
mmcwhorterNew SysMate
asked in Help Desk

SysAid Admin

We need to reset our SysAid administrator information. How can we do that?

1
iulian.olaru
SysAider
3 months ago

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