Preferences

End User Portal

This page allows you to configure settings for the End User Portal. Please read below for a full description of all options this page offers you. Be sure to click Save when you are done making changes to this page.

Enable end user portal

If this in not checked, end users will be taken directly to the Submit Service Request form, and all other features of the End User Portal will be unavailable.

Enable FAQ

This will enable the end user knowledgebase, referred to as the FAQ. Click on the button to edit the FAQ items. You can also edit them from Service Desk --> Knowledge Base.

Enable End User to change settings

This will allow the end user to change settings such as name, phone number, password, and language. If disabled, only administrators will be able to change settings for end users.

Enable "Change User" button on the End User Portal

If enabled, adding the Request User field to the SR submit form will allow the end user to choose the request user. If disabled, adding this field will display the request user, but with no option to change it.

Add end user notes to

When an end user adds notes to a service request, the notes will be added either to the notes field or the description field. Use this dropdown box to choose which.

User's asset determined by

This determines which username will be used for login to the End User Portal when pressing the SysAid hotkey or using the SysAid desktop shortcut icon. The choices are:

• Network User: This is the username with which the user is logged into the computer. Example: david
• Domain and user: This is the username with which the user is logged into the computer, including the domain name. Example: ilient-hq\david
• Asset owner: This logs the user in as the owner of the asset they are using. Owner is specified per asset on the asset form. Please note that this option may not be ideal if you have shared computers in your organization, as you will not know who submitted the SR from these shared computers.
• Login: Forces the end user to log in, and uses whatever username they log in with to access the End User Portal.

Allow end user to close service request; and then change its status to

If enabled, end users will be able to close service requests they've submitted. You may choose the category these closed service requests receive (e.g. "Closed by end user").

When a Service Request is submitted from an asset...

This is useful in a case where you have not imported your users from LDAP.

When an end user adds a note or attachment; change its status to

This is helpful so that your administrators know that the end user has made changes to the service request. Example: change status to "Updated by end user."

Use this code to integrate...

If you would like your end users to access the End User Portal from a page within your website, you can use the code provided here to embed the End User Portal in an IFRAME within that web page.

use CI instead of Asset

For administrators who have customized the End User Portal HTML files, this will add code to the HTML files to include the Main CI field instead of the Main Asset field on the Submit SR form. The list of CIs available to the end user includes only CIs that belong to that end user, as determined under User's asset determined by.

Enable Quick Lists

For administrators who have customized the End User Portal HTML files, this will add code to the HTML files to include the Quick List bar on the Submit SR form.

Allow end users to register themselves

Adds a link to the SysAid login page allowing anybody accessing that page to register themselves as an end user. SysAid will use their e-mail address as their username.

Display domain dropdown in login page when multiple LDAP integrations are defined

If you have integrated your SysAid with more than one LDAP, you may choose whether or not to show the Domain dropdown list in the login page. If you do not display the Domain dropdown list, LDAP users must login using their full login names (domain\user). Note that if you have not integrated SysAid with LDAP or have integrated with only one LDAP, the domain dropdown list never appears on the login page.

Enable chat from the End User Portal

If disabled, the Chat icon is removed from the End User Portal.

Enable automatic suggestions from the knowledgebase

When an end user is submitting a new service request from the Submit SR form, SysAid will offer links to knowledgebase items related to the words that they type in the title field. You can choose which knowledgebase fields are searched, and you can also exclude any particular terms you like from the search.

See also:

Customizing the End User Portal Submit Service Request form

Customizing the End User Portal View Your Service History list