Editing User Profiles

User profiles are the source of truth for each person’s identity, contact details, access context, service history, and relationships in SysAid.

Keeping user profiles up to date helps Agents route work correctly, understand who they’re supporting, maintain accurate reporting, and make sure users have the right Self-Service Portal experience. From a profile, you can update a user’s personal details, company, department, manager, supervisor settings, group membership, related assets, linked items, login history, and more.

Most profile settings are shared across Agents and End Users. Agent profiles also include a Permissions tab, which controls what the Agent can access and do in SysAid.

Available for:
Customers using SysAid Spaces. If you’re using SysAid Classic, see Edit Administrator or Edit End User.

How it works

Agent and End User profiles use a similar tab structure. Some tabs are shared by both user types, while others appear only for Agents or only for End Users.

Tab	Description	Agents	End Users
General Details	Basic identity, login, contact, company, language, manager, and supervisor details.	✅	✅
Description	Additional profile details, such as notes, location, building, floor, cubicle, and car license.	✅	✅
Permissions	Controls what an Agent can access and do in SysAid.	✅	❌
Help Desk	A list of service records requested by this end user. It behaves just like the Service Desk list, with the biggest difference being that only service records requested by this user are shown.	✅	✅
Assets	Assets owned by or associated with the user.	✅	✅
History	Changes made to the user profile, including previous profile revisions. Click on any version number to see a snapshot of the user's profile at the time of that version.	Varies	✅
Chats	Chat activity associated with the user.	Varies	✅
Login History	Computer login history for the user, based on computers with the SysAid Agent software installed.	✅	✅
Related Items	Items linked to the user profile, such as service records or companies. Click on any item to open a new window with details for that item.	✅	✅
My Desktop	Allows the assignment of assets to this user for SysAid My Desktop. Click Add Assets to open a list where you can select your desired assets. Alternatively, click Auto-Match to automatically assign this user to any assets they own or use most. For more information about Auto-Match, see the My Desktop Guide. Once assets are assigned to this user, the user can initiate a My Desktop session from the Self-Service Portal.	✅	✅
Group Membership	Groups the user belongs to.	✅	✅

The fields that appear on a user profile may vary depending on your SysAid edition, configuration, user type, custom fields, and third-party integrations.

You can add additional fields to a user profile form using the design form icon. For more information, see Customize Forms.

LDAP-imported users:
If you update a user’s information in SysAid and then refresh from LDAP, the changes you made in SysAid will be overwritten by the information imported from LDAP. It’s better to make user updates in LDAP whenever possible.
The exception is for profile fields that are not imported from LDAP.

General Details

Use the General Details tab to manage the user’s main profile information, including identity, login details, contact information, organization details, language, manager, and supervisor settings.

User ID

The User ID is generated automatically.

If the user was imported from LDAP, the User ID is Domain\User Name.
If the user was created manually, the User ID is the same as the User Name.

Domain

If the user was imported from LDAP, the Domain field shows the user’s domain. If the user was created manually, this field is blank.

The domain must be selected when the user signs in from the SysAid login page. For users who were not imported from LDAP, the domain is SysAid local.

User Name

The User Name is used when the user signs in to SysAid.

To change the user name:

Click Update User Name.
Enter the new user name.
Click Save.

Please note:
The user name cannot contain the character é. If it does, service records assigned to that user name may fail when they are created.

Password and Confirm Password

Use Password and Confirm Password to set or update the user’s password.

If the user was imported from LDAP, these fields are not editable in SysAid. The password is managed in LDAP.

SysAid requires passwords to be at least eight characters long and include at least three of the following:

Number: 0-9
Lowercase letter: a-z
Uppercase letter: A-Z
Special character: !@#$%^&*()_-

For On-Premises accounts, these requirements apply only if Enforce password complexity for local users is selected. For more information, see Account Defaults.

Click Generate random password to create a password automatically.

Important:
Use Generate random password only if outgoing email integration is enabled. After you save the profile, SysAid can send the generated password to the user by email. If outgoing email integration is not enabled, you may not be able to retrieve the generated password.

Name and contact details

Use the name and contact fields to keep the user’s profile accurate and reachable.

Field	Description
First Name and Last Name	The user’s first and last name.
Email	The user’s email address. For Agents, this is especially important because SysAid sends admin-related email notifications to this address.
Text message	The mobile number that receives text messages sent by SysAid. Enter the complete phone number with country code, area code, and individual number, with no spaces or punctuation. For example, for the US number (617) 555-1212, enter 16175551212.
Phone and Cellular phone	The user’s landline and mobile numbers. The Cellular phone field can contain the same number as the Text message field, but it is not used for sending text messages and can be formatted however you prefer.

Organization details

Use organization fields to connect the user to the right department, company, location, manager, and reporting structure.

Field	Description
Department	Associates the user with a department. You can manage department values under Settings > Templates & Fields > Field Value Lists.
Company	Associates the user with a company. Companies are especially useful in MSP or multi-organization environments where users, groups, assets, service records, and reports may need to be scoped by company. For more information, see Managing Companies.
Manager	Assigns the user’s direct manager. This information is used anywhere in SysAid where the user’s manager is referenced, such as escalation rules.
Language	Determines the language in which the user views SysAid. Only languages selected under Settings > Administration > Languages > Language Settings appear in this list.
Time Zone	Determines the user’s time zone. The selected time zone affects the default time shown when the user logs an activity or uses the calendar icon to select a date and time.

In the Full Edition, each Agent can belong to one company. When an Agent is attached to a company, they are included in reports that are sorted by company. Depending on permissions, you can also limit the Agent to view and edit only service records, assets, CIs, and other entities associated with their company.

Self-Service Portal settings

Use these fields to manage the user’s Self-Service Portal experience.

Field	Description
Custom Theme	Selects a Self-Service Portal theme for the user. This overrides the theme set at the default level or company level when the user accesses the Self-Service Portal.
Enable login to the End-User Portal	Controls whether an End User can sign in to the Self-Service Portal. If this option is not enabled, the End User cannot access the Self-Service Portal.

Supervisor settings

Use Is supervisor to determine whether the user can oversee service records submitted by other users.

Available levels include:

Company supervisor: Can view and manage service records from all users in the company. For End Users, this option is available in the Full Edition.
Department supervisor: Can view and manage service records from users in the same department.
Regular worker: Has no supervisory permissions and can access only their own service records.

For End Users, supervisor access is available from the Self-Service Portal. SysAid adds a Supervised Requests tab to the ticket Scoreboard so supervisors can view and assist with relevant service records.

Access and status settings

Use these fields to control whether the user can sign in and receive notifications.

Field	Description
Disabled	Enables or disables the user. Disabled users cannot sign in to SysAid and cannot be selected as the request user on a service record. Disabled Agents also cannot be assigned service records and do not count against your admin license limit. If your account includes an End User limit, disabled End Users do not count against that limit.
Expiration Date	Prevents the user from signing in after a specific date. This does not disable the user. It only prevents the user from signing in after the expiration date has passed.
Receive automatic SR email notifications	Determines whether the user receives automatic email notifications from service records. For Agents, this can include notifications when an End User updates a service record. For End Users, this can include notifications when an Agent changes the service record’s status.
Secondary Email	Used for password reset emails when the user performs a password reset using Password Self Service and the password delivery method is set to email.

Out-of-office assignment for Agents

Agent profiles may include the Out of the office, assign all new requests to field.

Use this field to select another Agent who should receive all new service records that would otherwise be assigned to the unavailable Agent. This is useful when an Agent is on vacation, sick leave, or otherwise unavailable.

To move active service records as well, click Assign all my active SR.

Description

Use the Description tab to add additional information about the user.

Common fields include:

Notes: Internal notes relevant to the user.
Location: The user’s location. You can manage location values under Settings > Templates & Fields > Field Value Lists.
Building: The building where the user is based.
Floor: The floor where the user is located.
Cubicle: The user’s cubicle number, if relevant.
Car license: The user’s license plate number.

Permissions (only Agents)

Control what the Agent can access and do in SysAid. Permissions can be managed directly on an Agent profile or through the Agent’s groups, depending on your permission model.

In the Full Edition, use Permission Type to choose whether the Agent’s permissions are determined by the individual profile or by the permissions configured for the Agent’s groups.

To learn more about the full permission breakdown, including individual, group, and permission inheritance, see Managing Agent and Admin Permissions.

Help Desk

Use the Help Desk tab to view the service records submitted by this user.

This tab behaves like the Service Desk list, but it is filtered to show only service records where this user is the request user.

For Agents, this means the tab does not show all service records assigned to or handled by the Agent.

Assets

Use the Assets tab to view assets owned by the user.

This tab can help Agents understand which devices, equipment, or other assets belong to a user when handling service records.

Depending on your configuration and permissions, this tab may also allow asset-related actions.

History

Use the History tab to view changes made to the user profile.

Click a version number to open a snapshot of the user profile at that revision.

Chats

Use the Chats tab to view chat activity associated with the user.

For End Users, this tab shows chats the End User had with the service desk.

For Agents, this may include chats where the Agent acted as an End User, such as chats initiated from the Self-Service Portal chat icon.

Use the Login History tab to view the user’s computer login history.

Each time the user signs in to a computer on the network that has the SysAid Agent installed, SysAid adds an entry to this table.

My Desktop

Use the My Desktop tab to assign assets to the user for SysAid My Desktop.

To assign assets manually:

Click Create New.
Select the assets you want to assign to the user.
Click Apply.

To assign assets automatically, click Auto-Match. SysAid automatically assigns assets that the user owns or uses most.

After assets are assigned to the user, the user can start a My Desktop session from the Self-Service Portal.

Group Membership

Use the Group Membership tab to view or update the groups the user belongs to.

Groups help organize users and are used for routing, assignment, visibility, reporting, and permissions.

For Agents, groups can be used to assign service records, route work, support reporting, and manage permissions for several Agents at once.
For End Users, groups can help control which categories or services are visible to specific audiences.

Add a user to groups

To add a user to one or more groups:

Click New.
In the group list, select the checkboxes for the groups you want to add the user to.
Click Select on top.

Remove a user from groups

To remove a user from one or more groups:

Select the checkboxes for the groups you want to remove the user from.
Click Delete.

For more information, see Managing Groups.

Use the Related Items tab to view and manage items linked to the user profile.

Linked items can include assets, companies, and other SysAid entities. Click an item to open its details in a new window.

Items added here also appear in the linked items table for the related item. For example, if you link an asset to a user profile, the user also appears in the linked items table for that asset.

Add items

To add linked items:

If the linked items controls are not visible, make sure the Links to Other Items field is added to the user form.
From the drop-down menus, select the entity and relationship type.
Click Link.
In the list that opens, select one or more items.
Click Select.

Remove items

To remove linked items:

Select one or more linked items.
Click Delete from the list of actions.

Additional available profile fields

Some fields do not appear by default and must be added to the profile form. Go to any profile and click the Design form (triangle icon) button. You can choose to add the field to any of the existing tabs.

Tip!
You can also create an entirely new tab in the user profile by oprning the Design Form pop-up and clicking New Tab. You eill then be able to name the tab and add any desired fields to it.

You may also see fields that are not listed here. These may be custom fields added to your account or fields added by a third-party integration.

Field	Description
Active Service Record	Shows the number of service records in New or Open status that were requested by the user.
Agreement	Applies the selected agreement to service records where this user is the request user. If no agreement is selected, SysAid uses the user’s company agreement or the default agreement.
Attachments	Allows you to add attachments to the user profile.
Chat Nickname	The name displayed during chats. For Agents, this name appears to End Users. For End Users, this name appears to Agents. If blank, SysAid uses the user’s first and last name.
Date Input Style	Determines whether the user sees dates in Month-Day-Year or Day-Month-Year format. For Agents, it also affects whether activity and task times appear in 12-hour or 24-hour format.
Display Name	If the user name display method is set to Display name under Settings > Account > Appearance, this value appears anywhere the user’s name is shown in SysAid. Display Name can be imported from LDAP.
Enable login to the End-User Portal	Controls whether an End User can sign in to the Self-Service Portal. If this option is not enabled, the End User cannot access the Self-Service Portal.
Links	Allows you to add links to websites, FTP, local or network storage, and Lotus Notes items.
Links to Other Items	Shows whether the user is linked to another entity, such as an asset or company.
Service Records	Shows the number of active service records requested by the user and the total number of service records requested by the user.
Active Service Record	Shows the number of service records in New or Open status that were requested by the user.
User Custom Date 1 + 2	Custom date fields for tracking additional dates relevant to the user.
User Custom Int 1 + 2	Custom integer fields for tracking additional numeric values relevant to the user.
User Custom List 1 + 2	Custom list fields for tracking additional information relevant to the user.
User Custom Notes	Custom notes field for tracking additional information relevant to the user.
User Custom Text 1 + 2	Custom text fields for tracking additional information relevant to the user.
User Logged In status	Indicates whether the user is currently signed in.
User groups	Shows the groups the user belongs to.

Editing a user profile

To edit a user profile:

Go to Settings > Administration > User Management.
Select one of the following tabs:
- Service Pros (Admins)
- End Users
Select the user you want to edit.
Update the relevant profile details.
Click OK or Apply to save your changes.

A user can be either an Agent or an End User, but not both at the same time. To change a user’s type, see Managing Agents and End Users.