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Help Desk  XML
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sivanm
SysAid Product Manager


Joined: 14/03/2010
Messages: 309
Offline

Service Desk

Help Desk

All

 

This is the Help Desk list. This list allows you to filter and view the different service records that are registered in your helpdesk. You can also create new service records here. To open an existing service record, click on it's row.

 

In SysAid Full Edition, this list shows Incidents, Changes, Problems, and requests.

 

Note: You may change the width of any column by clicking and dragging at the right edge of that column's header.

 

 

For general instructions for using list pages in SysAid, see Using SysAid Lists.

 

Creating a new service record

 

To create a new service record, click . This opens a new incident in the SR form. For further instructions, see SR Form. If you would like to create a new change, problem, or request, go to Service Desk > Help Desk > Changes, or Service Desk > Help Desk > Problems or Service Desk > Help Desk > Requests.

 

Unique reference number

Each SR, whether of type incident, change, problem, or request, includes a unique reference number. This number is never reused, even by a different SR type. For example, if you create new incident #15 and immediately afterwards create a new problem, the problem will receive #16.

 

List actions

 

There are a number of actions you can perform on your service records right from the list. To open the SR actions list, select one or more service records using their corresponding check boxes at the left end of each row. This opens the SR actions list:

 

 

View
Click here to view the service records you've selected. The SR form will open to the first SR you've highlighted, and the Previous/Next SR buttons at the top of the form will allow you to cycle through the rest of the SRs you've selected. (By contrast, if you click on a single service record from the list, the previous/next buttons will move through all SRs in the list.)
Delete
Delete the selected service records. You must have the correct permissions in order to delete service records.
Print
Export the selected SRs to .pdf. You can then easily print them.
Export
Export the selected SRs to .csv. You can then print them, or use the data for further calculations.
Status, Assigned to, Priority
Select a Status, Assigned to administrator, or Priority from one or more of these drop-down lists, and then click Set. The appropriate field(s) will then be updated for all of the service records you've selected. For example, select three SRs, choose David from the Assigned to list, and then click Set. These three SRs are now assigned to David.
More Actions
Click More Actions to open a window with the following SR options: Urgency, Archive, Convert*, SR Custom List 1, and SR Custom List 2. Select one of these options, and then choose the desired value from the adjoining drop-down list. Click Save to update each of the selected SRs with the new value.

* The option to convert service records from incidents to requests and from requests to incidents is only visible if it is enabled in the Service Desk settings.
 

 

Adding hidden columns to the list

 

SysAid allows you to add hidden columns to the Help Desk list that you can easily view with the click of a button. This is useful if you have certain fields that you might need to see only occasionaly, such as Source or Reopen counter.

 

To add hidden columns to the list:

 

  1. Click Customize View. This opens the Customize list screen.
  2. Move the field === Hide/Show Divider ==== from Available Columns to Visible Columns.
  3. Position the divider in your desired location. All fields above the divider are hidden. All fields below are visible.
    For more information about customizing lists, go here.
     

     
  4. Click the Save button. This closes the Customize list screen and updates your view.

 

After adding the divider to the list, you can click the > button to show the hidden fields. You can click the < button to hide these fields again.

 

 Show/Hide hidden columns

 

Important: If you are filtering or sorting by hidden columns, the filters and sort are still in effect even when the columns are hidden.

 

Predefined list views

 

The SysAid Help Desk Incident list includes several predefined views that correspond to lists in other SysAid locations (note that these views do not appear from Service Desk > Help Desk > All):

 

Archived
This view shows only SRs that have been archived. Note that unlike the other predefined list views, this view doesn't correspond to any other SysAid lists.
Asset Dashboard
Controls the Incident, Request, Change, and Problem tabs in the asset details section of the Asset Management Dashboard.
EndUser
Controls the Service History list on the End-User Portal.
Supervisor
Controls the Supervised Users' SRs list on the End-User Portal.
SysAidMobile
Controls the Service Desk list and advanced SR filter for the SysAid Mobile App.
PM8
SysAider

SysAider from release 6.5 South Africa
Joined: 04/10/2010
Messages: 2
Offline

Good day.

I have added another field and for some reason I'm not able to see any fields at all as per screenshot. I have restarted my browser, the server and also logged on as another user but without any luck.

Any suggestions?

Kind regards
JP Burger
[Thumb - SysAid Screen.JPG]
 Filename SysAid Screen.JPG Download
 Description Result screenshot
 Filesize 49 Kbytes
 Downloaded:  12 time(s)

Inna
SysAid Customer Relations

Joined: 24/06/2010
Messages: 758
Offline

Dear PM8,

Please try to restart the SysAid Server Service and if you still see the blank screen please contact us by helpdesk@gmail.com and send us the updated logs folders and files:
...\SysAidServer\root\WEB-INF\logs folder (zipped)
...\SysAidServer\root\WEB-INF\conf\serverConf.xml
...\SysAidServer\tomcat\logs
...\SysAidServer\logs\wrapper.log

We are looking forward to hear from you.
Mucho
Super SysAider


SysAider from release 6.5 Czech Republic
Joined: 13/05/2009
Messages: 53
Offline

Experiencing same issue while working with filters, so usualy i do that with help other colegue which resets my named view to default. While you have other admin user
Manualy, if you can, in database you can delete users settings which is then after logon created again, that is xml collum in user table, thats helps me. But first solution is more comfort.
stub
SysAider

SysAider from release 7.5
Joined: 09/05/2011
Messages: 1
Offline

I had the same problem with PM8. I accidentally set the static filter for the default view - then killed the screen. In version 8, it is nearly impossible to fix this!

However, I eventually worked out to manually browse to /CustomizeListView.jsp?listName=Service Requests All&srType=1&listViewName=DEFAULT and remove the filter from that screen.

Please look at this bug SysAid, I wasted a good hour on this.
thecb
SysAider


SysAider from release 7.5 United States
Joined: 09/09/2011
Messages: 2
Offline

How do you change your default view to have more tickets per page? There is a button to "show all" but it doesn't keep the setting once you navigate away from the page. I would like to be able to put 40 tickets per page.
David Cohen
Technical Writer

Joined: 10/07/2008
Messages: 580
Offline

Hi thecb,

You can make this change from Customize --> Appearance. The setting is Grid Records per Page.
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