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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 20/01/2012 16:32:11
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KevinatWIU
SysAider
Joined: 24/06/2011
Messages: 12
Offline
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What are the possible values for source? When is each value supposed to be used?
Are these values customizable?
Can you set a default value for source based on the admin logged in?
I have been looking through the system and the documentation and cannot find much information on sources.
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01/04/2012 14:26:35
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zehavit
SysAid Customer Relations
Joined: 23/11/2011
Messages: 37
Offline
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Hi KevinatWIU, thank you for the post!
Please elaborate what you mean by values for source. What is it you wish to achieve in the SysAid and where?
Best regards,
Zehavit Belo
Customer Relations
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02/04/2012 14:20:38
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KevinatWIU
SysAider
Joined: 24/06/2011
Messages: 12
Offline
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There is a source field that appears to allow for differentiation between receiving a phone call, a technician putting in an SR, the end user portal and emailed SRs.
I want to if those values are customizable at all.
Can I set a default value for them and allow technicians to change them or does the system set and control the value?
An issue I have is on the phone call interface that I believe is intended to be used by our service desk staff who provide support over the phone. It doesn't have a quick list so if I want them to have access to a quick list they have to use the new SR form and then the source isn't correct.
I would like to be able to track how many tickets come in through phoen vs email vs end user portal and first contact closure and escalation for each.
Is that more clear?
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09/07/2012 09:10:00
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jorgiani
SysAider
Joined: 11/05/2011
Messages: 6
Offline
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The "Source" fields are built in to SysAid, they are automatically displayed depending on where did the SR come from.The various "source" fields are defined in the translation file:
sr.source.admin=Administrator Portal
sr.source.admin.other=Administrator - Other
sr.source.admin.mobile=Administrator Portal - Mobile
sr.source.admin.phone=Administrator Portal- Phone call
sr.source.enduser=Self Service Portal
sr.source.agent=Agent
sr.source.email=Email
sr.source.monitoring=Monitoring Notification
sr.source.task=Task Notification
sr.source.chat=Chat
sr.source.externalAgent=External Agent
sr.source.chat.manually=Manually from the chat
sr.source.password.service=Password Services
So you cannot customize it as you can create a drop-down list in "Customize>>Lists.
You can modify the appearance of there fields and by changing the right part of the equation and upload the translation file back to SysAid.
If you would like to track how many SRs came from admin portal, Self Service Portal, Email etc, you can add the "Source" column to the visible columns in the Help-Desk display List.Go to Help Desk>>Incidents, click on the green cogwheel to customize view, add teh "Source" field to the visible fields,and save the settings.Now you'll be able to see the sourse of each SR.You can also Export it to CSV/PDF files using the appropriate icons.
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09/07/2012 10:41:14
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sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
Offline
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Dear KevinatWIU,
The information you are referring to is automatically generated you can not change it.
When we implemented this feature the thought behind it was to have accurate statistics regarding ways of reporting SR.
I am curious to way would you like your technicians to be able to change it?
Looking forward to hearing from you
Sarah
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