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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 08/07/2008 13:54:01
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Paul Bassett
SysAider
Joined: 18/06/2008
Messages: 22
Offline
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My users that are supervisors are able to see the tickets and add note, close , ect. but, there is nothing in the requested user feild, I was wondering if anyone knows a setting that could show this info as many of my supervisors have to open many ticket to find the one there looking for. And it would be much easier if the just saw the submitted users name.
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09/07/2008 07:16:51
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sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
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Dear Paul,
Thank you for raising this issue.
I will be happy to assist you but I am not quite sure to which screen you are referring too & were is the requested/submitted user information is missing.
Please send us a screenshot of the screen you are referring to & were would you like the information to show.
If you would like to keep this information private you could forward the requested information to support@ilient.com directly & state your forum topic number so when we
could provide this information here for every one to enjoy.
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09/07/2008 11:30:23
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Paul Bassett
SysAider
Joined: 18/06/2008
Messages: 22
Offline
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Screen shot
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supervisorlist.bmp |
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| Description |
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| Filesize |
2214 Kbytes
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37 time(s) |
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10/07/2008 07:08:06
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hello Paul.
Can you please go to helpdesk > list, look for this service request in the list and see if the request user is specified under the request user field or its empty there as well?
Best regards.
Haim
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Pushing IT forward |
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11/07/2008 09:57:48
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Paul Bassett
SysAider
Joined: 18/06/2008
Messages: 22
Offline
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Haim wrote:Hello Paul.
Can you please go to helpdesk > list, look for this service request in the list and see if the request user is specified under the request user field or its empty there as well?
Best regards.
Haim
Yes the requested user show up on the help desk list but it does not for the list for the supervisors, \my supervisors do not see it unless they click on the service request, they would have to click through allot before they see the the persons name they are looking for if they dont have the service request number.
This message was edited 1 time. Last update was at 11/07/2008 11:56:51
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13/07/2008 04:48:37
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Can you please tell us which version of SysAid are you using?
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14/07/2008 11:00:29
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Paul Bassett
SysAider
Joined: 18/06/2008
Messages: 22
Offline
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5.5
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18/07/2008 11:35:10
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Paul Bassett
SysAider
Joined: 18/06/2008
Messages: 22
Offline
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I geuss there is no help for this???
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18/07/2008 12:23:17
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giggy
SysAider
Joined: 18/06/2008
Messages: 12
Offline
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Paul, try customizing the helpdesk list and remove the requested user field. After you verify that it is removed go back to customization and add it back.
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18/07/2008 13:33:48
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Paul Bassett
SysAider
Joined: 18/06/2008
Messages: 22
Offline
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did that, no good.... it is only on the view of a supervisor when they list the tickets and there is no way to make changed to that form.
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18/07/2008 15:29:01
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giggy
SysAider
Joined: 18/06/2008
Messages: 12
Offline
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Now I see what is going on. When a department supervisor opens requests submitted from their employees that they supervise they don't see the name of the requester. SAME PROBLEM HERE!!!!
| Filename |
request.bmp |
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1073 Kbytes
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11 time(s) |
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21/07/2008 05:00:40
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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This is a known issue in version 5.5
We have forwarded it to our R & D department which will provide a fix for this issue a future version of SysAid.
Best regards.
Haim
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21/07/2008 17:11:55
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Paul Bassett
SysAider
Joined: 18/06/2008
Messages: 22
Offline
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Thanks,
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01/02/2009 16:57:05
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
Offline
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I have a feeling this one got fixed in a later release, but I am not sure, can anyone confirm?
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Need help? Try the SysAid wiki first! - http://sites.google.com/site/sysaidwiki |
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02/02/2009 04:40:32
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey techguy.
As I wrote above, this is a known issue, and it will be resolved in a future patch, but we are still not sure when it will be released.
When it will be released, I will update this post.
Haim
This message was edited 1 time. Last update was at 02/02/2009 04:40:42
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