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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?
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?
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!
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
When I click on Analytics → Dashboard within SysAid, the page is blank whereas previously it was returning a number of SysAid customised dashboards. Have they inadvertently been deleted? How do I get them back? Even selecting the Design Dashboard option doesn’t return anything :(
I have created a custom Dashboard for the Application Support team in our business. One of the graphs is Service Records Overview which is grouped by ‘Assigned to’. I’ve set a filter so that it only displays Assigned to=’User1’, Assigned to=’User2’ and Assigned to=’User3 (the users being names of the team in question). When clicking on ‘User1’ (cyan) to drill down into the detail, the list only returns 8 service records. All other users match perfectly.
Hello everyone,May I ask, how can we be able to get a copy of our renewal invoice?We did renew our subscription recently but we haven’t received an invoice?Thank You.Raymond.
when i use the search in asset-list the character 0 (zero) is used as a wildcard.We have version v23.3.38 b13 in place.
Hi, I have an issue where I am trying to upload an address that is 40 characters. SysAid importing tool will not upload the record to the database. Is there a way of increasing the limit? ThanksHardeep
Does anyone know if we can add a link to the USER LIST to the main SYSAID Admin Portal Screen?
Hello, My team is currently trying to track all tickets as efficiently as possible.We are looking to time track as many tickets as possible in order to have accurate data and to decide if more/less resources are required to handle the amount of work we receive.We have began utilizing the Activity Time section within SR Records (Click on ticket > Select History or Messages > Scroll Down). While this is a good way to manually add time, it does beg the question… is it possible to make this a required field within our system? If so, can anyone please provide any guidance.I appreciate any and all of your time! Jon
I will be deploying our new SysAid agent soon and some of my users are part of a Windows Remote Desktop Server environment. Do I just follow the standard steps when installing software into that environment? Is there anything that I need to be aware of as far as possible issues go?
hi my url is https://sysaid203976.ourit.support/ but i see https://sysaid203976.ourit.support/ why doesn't it work? thanks.
Close this out… figured it out.
how do I merge a ticket?
If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email. Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.
Everyone in my organization is getting this error when we try to login. Sending email to login@sysaid.com gets no response and sending a message through the support portal has not been replied to either. Is there an issue with the site or is there a more serious issue? Our contract is valid till Oct. 22nd, 2024 so it isn’t that.
When attempting to submit an incident, I am getting this error message. “There was an error in the ticket submission”. Can anyone assist?
Hello guys!I need help to use Sysaid API.I import wdsl that has in Integration → Sysaid API, on Postman and the RAW I put{ "user_name":"name", "password":"********"} But I can’t POST, my method login is LDAP.I read the documentation but don’t appear friendly to me, anyone can help me?
Hi,Wondering if there’s a video that can walk me through IT asset management monitoring configuration.
My laptop is not powering on. Please advise on how I can create a work order ticket number to resolve.
I wanted to check how effective is our new hire template, and also how the each process is setup
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