Hi All Please let me know from where we can get icon or logo for SSP tiles.
Hi,Is it possible to have the project that is linked to the SR get auto archived when the SR is archived (verified closed status)?Once the project is archived, does it remove it from the project list?If yes, where and how do you look at them later, if necessary?Thanks,Jamie
I can only find the tag “ActionNotification” in the documentation, that states, “the action that caused the notification” but I can’t find a list of what actions actually cause notifications. Is there a list somewhere?
How do I request a quote for the ITSM plan of Sysaid?
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?
how can i create a child ticket in sysaid?
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
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.
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
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:
Hi, I am looking to find definition of different type of Administrators in SysAid, The terms are:Assigned AdministratorAssigned group membersResponsible AdministratorProcess Manager Thankyou
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.
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?
I posted in the forums a few weeks ago regarding the pausing of due dates based on a particular ticket Status. I received an auto response regarding the amending of some SLA’s but it still doesn’t make sense to me and I’m unable to fit the recommendations into our set up.Is someone able to go through this particular process step by step?Many thanks,Mel S.
It is possible to avoid automatically assigning the service record to yourself via API. I would like to create SRs via API which are then managed by routing rules inside help desk.
Hi,When an admin replies to a ticket why does the Admin Group get the message also?Email notifications are off in the Groups, so I don’t understand why we are seeing these messages.
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 } ]}'
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.
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!
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!
Is it possible to have visible in My Calendar the incedents, requests, changes or problems tha are assigned to the user?
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
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.
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.
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?
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