Self-Service Portal

I would like to make better use of the SysAid tool we currently have implemented. I’ve been with the company for a short time, and I’ve identified that the tool is not properly configured. The most relevant observations so far are the following: There are several entities sharing the same service catalog. All users access the same self-service portal to create tickets, regardless of the entity they belong to. There are multiple opportunities for improvement, but we haven’t made much progress due to a lack of technical knowledge on proper configuration. The available documentation online is quite limited, so I will try to make as much progress as possible using the current manuals. In the short term, these are the most urgent points I would like to work on: Create separate companies and entities. (Objective: allow the creation of independent service catalogs and establish specific rules per entity or company.) Create customized service catalogs for each entity. Configure separate self-s

How/where do we adjust the portal login timeout value?

Hey guys I have one new user at my company, he’s unable to submit new incidents through the self service portal. The button that typically appears on the banner towards the top of the screen doesn’t show up (it shows up for the rest of the managers), and when he clicks on the submit an incident button towards the bottom of the screen, it acts like its loading the submission form, but then does nothing. I’ve checked settings, they’re all set correctly, he is the only one experiencing this issue. I’ve tried undeploying and redeploying, and rebooting, and still no changes. Has anyone else experienced this or have any ideas on how to fix this?

How to I add a place for a user to type in their room number in the template for submitting a service request?

Hi everyone I’m using the cloud version of SysAid and I notice that there is no SysAPP to Mobile Devices. I’ve tried to user in the Browser and the experience is so bad. Is there any roadmap to delivery an new APP? I’don't believe that in 2025 a platform like SysAid there is not APP. The GLPI have the really goog APP and it is free and SysAid, that I pay to use, dows not have.

Hi everyone? I’m facing a problem here regarding codification of pages. Meu Tenet is in Brazil/Portuguese linguage and all pages have the problem like attached. I’m using UTF8 in Sysaid and I have the issue. Some body could help to solve this?

On an incident, is there a way to have the client go through a decision tree to determine the priority level? we are trying to set up off hours notifications, however only want true urgent requests to come through. We need to ask clients set of questions (yes/no) to accomplish this. thank you.

If client asks question and does not get a complete response, does co-pilot offer option for continued conversation building off last question?

Customers complain that not all remarks added to incidents in july are visible in the self service portal. Has there been a bug in Sysaid whick caused this? If I test this now, it works properly again, the newly added remarks are shown.

I am looking to add an additional search filter to the self service portal besides 'status', 'urgency' and 'priority', because our users have had difficulties finding back tickets since the transition to the self service portal. We were informed that adding in a custom filter was possible during one of the Sysaid webinars. Any direction to documentation on how to do this or additional guidance on how to find back tickets for our self service users would be very helpful. Images for reference:

Hello, I created a service catalog item and want that to link to a custom template that I created and only show a filtered number of categories. The documentation states to append ?populateSR_id=<Template ID#> for the template and ?selectedGroupName=<Name of User Group> for the category. Both work indivually, but how can I combine them? https://documentation.sysaid.com/docs/service-catalog Thanks in advance.

When attempting to submit an incident, I am getting this error message. “There was an error in the ticket submission”. Can anyone assist?

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!

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

HOLA TENGO UN PROBLEMA, ALGUNOS TICKETS SE RECHAZAN ANTES DE TIEMPOS TENGO UNA REGLA DE ESPERA USUARIO EN LA CUAL LUEGO DE QUE PASEN 10 DIAS Y NO TENGA RESPUESTA SE DEBERIA RECHAZAR EN AUTOMATICO PERO SE ESTE RECHAZANDO EL MISMO DIA O AL OTRO DIA. CUAL SERIA LA CONFIGURACION CORRECTA EN ESE CASO DENTRO DE LAS OPCIONES DE REGLAS DE ESCALAMIENTO. GRACIAS

Hi Everyone - In my instance I have a Submit an Incident button above my banner in my self service user portal - I’d like to drive my users to a section of the Service Catalog where users can use forms for specific types of incidents -- Is there a way to remove the submit an incident button from the top of my portal page? Thank you! Reed

The SysAid Agent installed on a select few PC’s manages to sign a user into the Self Service Portal by retrieving a sessionID from the API (I assume), and it uses this sessionID to sign the user into the SSP without prompting for credentials. Is it possible to get this sessionID without needing the use the SysAid agent shortcut?? We have our own menu in the business and would like the portal to have a link which doesnt prompt the user to login. I have tried testing the URL generated (found in the agent log) with my own sessionID but it doesnt work. an example of this link: https://servicedesk.((BUSINESSNAME)).com:((PORTNUMBER))/Login.jsp?jsessionid=session_3273376664d545819eab94c9b16d63a9&ignoreSSO=true Has anyone had any success??

SysAid seamlessly integrates with Teams, providing an excellent experience for our teams. However, a minor hurdle we've identified is related to the installation process. When new users initially search for SysAid in Teams chat, they are prompted to install the software. While it's a straightforward two-step task, we've noticed that some users make it a bigger deal, especially if they're hesitant about transitioning to a new ticketing system (cue the "lol"). To enhance user adoption, we're exploring the possibility of making SysAid available without the need for a "first-time installation." Is there any chance we could streamline this process or make SysAid more accessible within Teams? Your insights on this matter would be greatly appreciated.

I wanted to express my appreciation for the excellent software – we've been utilizing it for a month now, and it's truly impressive. The self-service portal has been particularly helpful; however, I'm encountering a small challenge. I'm interested in creating a new status called "ongoing" for tasks that extend over the long term. Can you guide me on whether it's possible to add a new status in a manner similar to adding a new category? Thanks for your assistance.

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Are operators like AND, OR, and the use of quotations allowed? It would be great if there is some reference documentation I could be pointed to.

Does the archiving of tickets help with database performance and search times? What happens with an archived ticket? Where do they go? Is there help for archiving, I could not find any. Is there any special setup required? Lots of questions, I thought I would go ahead and just get them all out there?

my current config only allows users to add notes to a ticket when working in the portal view -- Is there a way that users could submit messages in the portal - the same functionality as when the user replies to the ticket in email?

Hello everyone, TLDR: Can you perform a dependency check where the value of one field is compared to another? SysAid Cloud Customer - Latest Version I am attempting to create a logic test within a workflow I am creating for approving user changes. I have an action item designated in the beginning of the workflow to pull the relevant field info in to perform the dependency test on a later action item and want to compare the two values to have further action items activate automatically based on that test. For the time being, I am pulling in the values of “Request User”, “Change User” (the user who needs permission changes, pulled from the “Followup User” SR field) and “Request User Manager” (Pulled from LDAP attributes) into the first action item as custom text fields. The user data/info pulls in correctly, however when I attempt to do a dependency check on the next action item, I can’t seem to get it to compare the values. For the dependency check, I have it look to see if the first ac

Is there a way to remove the “Solution” field from the end user SR Form? I have removed it from the submission form, but can’t figure out how to remove it from the view when a user opens an existing ticket.