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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 18/11/2008 17:56:24
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
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Firass: thank you very much for you comments on the dashboard issues. If the fusion charts are too hard to control, how about using normal jasper reports to generate the page instead, I would rather see accuracy over animation.
Oded: No comments on my previous posting above?
URGENT BETA BUG: if you have tasks not assigned to a project, they get duplicated and added to each new project that you create. (I'll email this as an SR as well)
This message was edited 3 times. Last update was at 18/11/2008 18:01:46
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18/11/2008 21:26:20
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Lighthouse
SysAider
Joined: 12/06/2008
Messages: 6
Location: WA, USA
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Oded - In response to my earlier post regarding Administrator emails with 5.6.03. Today we setup a test environment for your support to look at. We found that if we upgraded from 5.5.03 directly to 5.6.03 in the test environment than emails seemed to work for both Administrators and Submit Users. However, if we went to 5.6.02 as an interum upgrade, then to 5.6.03, emails did not work for administrators.
Point is, the overall issue with emails to administrators is now moot providing that users with multiple LDAP connetions do not load 5.6.02 befor 5.6.03. Which is not too likely since this will GA at 5.6.03 or beyond.
Just to be clear, this update does not fix any of the other issues I expressed regarding LDAP.
Thanks for your time.
This message was edited 1 time. Last update was at 18/11/2008 21:28:53
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19/11/2008 02:52:11
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Oded M
VP Product
Joined: 28/05/2008
Messages: 892
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[quote=techguy]
Oded: No comments on my previous posting above?
URGENT BETA BUG: if you have tasks not assigned to a project, they get duplicated and added to each new project that you create. (I'll email this as an SR as well)[/quote]
Hi techguy,
Please do send in an SR with more details so we can re-create the behavior.
Oded
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19/11/2008 04:15:41
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Oded M
VP Product
Joined: 28/05/2008
Messages: 892
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[quote=Lighthouse][b]Oded[/b] - In response to my earlier post regarding Administrator emails with 5.6.03. Today we setup a test environment for your support to look at. We found that if we upgraded from 5.5.03 directly to 5.6.03 in the test environment than emails seemed to work for both Administrators and Submit Users. However, if we went to 5.6.02 as an interum upgrade, then to 5.6.03, emails did not work for administrators.
Point is, the overall issue with emails to administrators is now moot providing that users with multiple LDAP connetions do not load 5.6.02 befor 5.6.03. Which is not too likely since this will GA at 5.6.03 or beyond.
Just to be clear, this update does not fix any of the other issues I expressed regarding LDAP.
Thanks for your time.
[/quote]
I would like to clarify an issue that may cause confusion here regarding the notifications:
There was an issue in SysAid that started a few releases back related to the fact that automatic notifications were sent to administrators when they themselves performed the action : If I decide from within SysAid to assign a Service Request to myself - there is no need for an email to be sent out to me - I am the one that updated the SR.....
The same goes for the scenario when I open a new Service Request and assign it to myself - no notification is required to be sent out to me.
This issue was fixed from Beta Release 5.6.02 and of course also included in Beta 5.6.03.
Some of maybe weren't aware of this as a problem, or just got used to it - but it was classified as an annoying problem by us and a number of customers as well.
We came around to fix this issue now while developing a new related feature - maybe it wasn't communicated good enough - I will make sure it is now again:
[color=darkblue][size=18]Assigned administrator will not receive the specific automatic notification regarding a Service Request that has just been updated/created by themselves[/size][/color]
Again - the idea is that if they performed the change - they don't need the extra email to notify them.
I am not sure you were clear about this and that is maybe what caused your unexpected specific testings issues regarding email notifications.
Now regarding the new feature related to email notifications:
There is a new Checkbox under HelpDesk settings : [b][color=darkblue]Send email notification to the submit user.[/color][/b]
It will be unchecked by default - if you are a support rep and open service requests for others via phone calls or any other method - until now you have been part of the loop of automatic notifications for all issues related to the service request. The submitter doesn't need to be in the loop just because he was the one that entered the request.... So now we added the option to choose if you want to send email notifications to the submitter - default is NO in the upgrade and new installations.
Hope it is a bit clearer now.....I will see that the release notes are also clear.
I know that your issues regarding the LDAP and special characters have nothing to do with this - but not knowing this may have made it hard on you to perform or understand the results of your tests.
Our support team and R&D would like to accept your offer to access your test environment and see the issues. We created an environment as similar as possible to yours with multiple domains and the issues you experience seem to work fine here with are latest release - so I am sure that your assistance in this case will help us put the finger on the problem and solve it
Thanks for your cooperation and I hope this is last step in providing a full resolution to your problem,
Oded
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19/11/2008 04:35:27
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
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Has the chart thing fix ?
Category with most SR should be presented descending from the most SR instead of from the least. Or is there a setting I can change ?
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19/11/2008 08:42:33
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
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techguy wrote:my feedback on 5.6.02
In this release we improved and fixed few additional things:
• Aligning the SR Quick Access field to the left right after the tool bar buttons - ok
• Remove HTML tags from the Sr's message - not quite there yet, but a definate improvement inline stylesheets till show and if you forward the message as an instant message, all the html tags still show.
• Correction in the calculation of the average in the satisfaction by category report (null related) - ah yes, this report never did make sense till now.
• An option to disable notification when assigning SR to yourself and to submit user - great no more duplicate notifications!
• Additional downloads available in the download page: MSI, Linux and Mac agents with links to installation instructions of each
• Print all CIs in the CI list page and not just CIs in status active. - not used by us
• Button of Search by SR ID looked corrupted in some resolution
• Asset list customize is not working in case that there are quotes inside the string - didn't know about this one.
• Fixed the alert PNG image which was not displayed properly in IE6 - cool
• Fixing "View your old Service Requests" screen GUI layout - do you mean this issue http://www.ilient.com/Sysforums/posts/list/721.page#3136 ?
• Fix the SR messages dialog that jump behind the screen (only in IE7) - hooray! been waiting for this one for a while
Many thanks for fixing some more bugs. 
So "Remove HTML tags from the Sr's message" needs a bit more work as detailed above.
So Oded do you still plan to do "a special patch right after we release" that you talked about, which would resolve even more of the other issues I highlighted earlier in this thread, or is that it now until you decide to do another major version?
I can't believe the firstname last name bug in the assigned to field still isn't fixed though - it surely isn't more than 2 minutes work to change it so it displays the persons name the right way round! 
Oded, did you miss this posting? as you haven't answered any of the questions.
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19/11/2008 09:10:14
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
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Dear Lighthouse
Yesterday, we had our senior support team on call outside the standard office hours and we tried contacting you yesterday several time so we can investigate this issue but unfortunately we were not able to reach you.
We will of course try contacting you again today, and hopefully be able to understand exactly why the issue is happening on your environment.
best regards.
Haim
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Pushing IT forward |
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19/11/2008 10:20:52
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Oded M
VP Product
Joined: 28/05/2008
Messages: 892
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[quote=techguy][quote=techguy]my feedback on 5.6.02
...
...
Many thanks for fixing some more bugs. :)
So "Remove HTML tags from the Sr's message" needs a bit more work as detailed above.
So Oded do you still plan to do "a special patch right after we release" that you talked about, which would resolve even more of the other issues I highlighted earlier in this thread, or is that it now until you decide to do another major version?
I can't believe the firstname last name bug in the assigned to field still isn't fixed though - it surely isn't more than 2 minutes work to change it so it displays the persons name the right way round! :( [/quote]
Oded, did you miss this posting? as you haven't answered any of the questions.[/quote]
Hi techguy,
Didn't miss your posting - I was reviewing the issues and we are discussing them.
At the moment we are planning our official release next week as promised.
The issues will be addressed and fixed. If they will be available in our next major release or as a patch for 5.6 ? I don't know at the moment - each issue depends on technical aspects related to if we can package it together with our new/existing features from 5.6 and the ones already in the pipeline for 6.0.
I will keep you updated.
Oded
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19/11/2008 11:43:47
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Lighthouse
SysAider
Joined: 12/06/2008
Messages: 6
Location: WA, USA
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Oded - Here is how we tested notifications.
In all tests, Send email notification to submit user box was checked
TEST 1
1. DOMAIN\mXXX opened a ticket via email. The ticket was assigned to DOMAIN\brett
2. NO notification was received by DOMAIN\brett or DOMAIN\mXXX.
3. DOMAIN\brett re-assigned the ticket to DOMAIN\jXXX.
4. DOMAIN\jXXX and DOMAIN\mXXX BOTH received notification of the change.
5. DOMAIN\jXXX re-assigned the ticket to DOMAIN\brett
6. DOMAIN\mXXX received notification, DOMAIN\brett DID NOT.
TEST 2
Exactly the same as above, excpet that DOMAIN\mXXX opened the ticket via the administrators interface. Same results.
TEST 3
1. DOMAIN\brett opened a ticket via email. The ticket was assigned to DOMAIN\brett.
2. NO notification was sent to DOMAIN\brett as the submit user or the administrator - Makes sense based on your post.
3. DOMAIN\brett re-assigned the ticket to DOMAIN\jXXX.
4. DOMAIN\jXXX received notification of the change DOMAIN\brett did not.
5. DOMAIN\jXXX re-assigned the ticket to DOMAIN\brett
6. DOMAIN\brett DID NOT receive the notification.
After moving to 5.6.03, this problem went away and things worked as you mention in your post. In Test 1 and 2, all of the emails were received as expected. Here are the results of Test 3 after the upgrade
TEST 3
1. DOMAIN\brett opened a ticket via email. The ticket was assigned to DOMAIN\brett.
2. Notification WAS received by DOMAIN\brett as the submit user and the administrator.
3. DOMAIN\brett re-assigned the ticket to DOMAIN\jXXX.
4. BOTH DOMAIN\jXXX and DOMAIN\bret received notification of the change.
5. DOMAIN\jXXX re-assigned the ticket to DOMAIN\brett
6. DOMAIN\brett DID receive the notification.
In all tests, we found that if the actioning user, was also the assigned administrator or submit user; email notifications were not sent when the ticket updated. So, as you said, if you close your own tickets, you don't get notified.
I cannot think of anything else that would help here, and as I stated earlier, this appears to be fixed in 5.6.03 so it is moot. I posted this so you could see the process we went through.
Thanks for reading
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20/11/2008 04:17:32
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
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Oded M wrote:
techguy wrote:
URGENT BETA BUG: if you have tasks not assigned to a project, they get duplicated and added to each new project that you create. (I'll email this as an SR as well)
Hi techguy,
Please do send in an SR with more details so we can re-create the behavior.
Oded
I have done, but not heard anything back, nor about the messages feature not being html aware is not quite complete as mentioned earlier in this thread (emailed you last week about this).
Please could someone get in touch with me on these issues.
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20/11/2008 14:42:03
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
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Ok, the tasks issue is confirmed as a bug. If you have any tasks that are not associated with a project, as soon as you amend any part of any project, those tasks get duplicated on to that project.
A fix is on the way hopefully in the main release, but in the mean time if you have tasks without a project assign them to a dummy project like "To do list" or something.
The messages html aware issue with inline style sheets & instant messages facility has also been clarified with support, but may not be critical enough to make it to the final release.
This message was edited 1 time. Last update was at 20/11/2008 14:42:50
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21/11/2008 05:39:19
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
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So back to my other complaint about the beta, Google chrome support, I know it says for the end user portal, but the only main bug I have found with chrome is the knowledgebase bug and you have fixed that in the end user knowledgebase, so is there any chance you could apply that fix before release the final version?
Asaf stated here that you were going to try and resolve these issues in this release http://www.ilient.com/Sysforums/posts/list/15/125.page#4245.
This message was edited 2 times. Last update was at 21/11/2008 05:40:15
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26/12/2008 19:16:37
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
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Lighthouse wrote:Oded - In response to my earlier post regarding Administrator emails with 5.6.03. Today we setup a test environment for your support to look at. We found that if we upgraded from 5.5.03 directly to 5.6.03 in the test environment than emails seemed to work for both Administrators and Submit Users. However, if we went to 5.6.02 as an interum upgrade, then to 5.6.03, emails did not work for administrators.
Point is, the overall issue with emails to administrators is now moot providing that users with multiple LDAP connetions do not load 5.6.02 befor 5.6.03. Which is not too likely since this will GA at 5.6.03 or beyond.
Just to be clear, this update does not fix any of the other issues I expressed regarding LDAP.
Thanks for your time.
So did lighthouse's ldap issues ever get resolved? were his issues addressed in the new 5.6.0.9 or are they ongoing?
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06/01/2009 04:42:54
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
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*Bump* still no response, was lighthouses issues unique to his environment? or was some other issue found?
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15/01/2009 11:36:08
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sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
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Hello All,
Sorry it took us so long to update this post.
We wanted to get Mr. Light House confirmation that indeed all his issues have been resolved as far as I am aware his issue is indeed resolved.
The problem he experienced had to do with specific names and the fact that he was using more then one domain which means that the users are define with domain\name.
His issue has been resolved in version 5.6.x. (recommended to use 5.6.9)
I am still trying to contact Mr. Light House so if you see this post please give me a call.
Cheers,
Sarah
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