If anyone is having issues with notifications not being sent from SysAid after upgrading to version 9, please reconfigure your Outgoing Email Settings, under Preferences --> Integration.
With the introduction of the Encryption Method setting in the outgoing emails, where this value was not previously set, you may be having authentication issues with your SMTP host which would be evident in your sysaid.log file.
You do not need to use an encryption method, however, reconfiguring and then saving the changes will update the email integration and should resolve outgoing issues.
YOU CAN also consider doing this for your Help Desk Settings --> General Settings, as there have been cases where simply reconfiguring (even if making no changes, just saving the settings again) has resolved strange issues of notifications not being sent.
Finally, to ensure that no mail is being sent, check under the "Messages" tab in the Service Request (ensuring to click "Show Automatic Messages"), where you will find all notifications and email correspondence.
Hi MichaelZ, Awsh, did you guys follow instructions similar to these?
If so, it appears like the param names are all misspelt.
I noticed that the class names are all "spnego" - whereas the params in the instructions all read "spengo".
[http://hc.apache.org/httpcomponents-client-ga/tutorial/html/authentication.html - paragraph 4.2]
I am unsure as to whether the param names even matter, nor I have not contacted SysAid Support to confirm this, however, if you have followed those instructions word for word as well as upgraded SysAid to Version 9 and are running Tomcat 7, then I suggest trying at least to rename each param and see if this works.
I would like to know if this does resolve the issue, so please let me know what you think and how you go.
Thank you for sharing this!
Unfortunately, if you are beyond your free support and maintenance expiry you are no longer eligible for support.
The directory listing issue is usually as a result of bad website config in IIS, or Tomcat/Jakarta connector corruption after upgrade.
You may need to remove the virtual website and then follow the steps to integrate SysAid with IIS again.
Also, please note that if there is a "tomcatnew" folder in your SysAidServer directory, then your instance of Tomcat has been modified from standard (most likely the listening port in the "server.xml" file) and as such the update patch did not overwrite the existing tomcat directory, but rather left it there due to the customised files and created the "tomcatnew" directory, which is the updated tomcat webserver.
I hope that this helps to point you in the right direction.
$rb.getString('[ELEMENT]') is used to retrieve a value from the Translate file.
Where [ELEMENT] is, will be the name of the field or text element within the translate file.
For more information on the Translate file and custom entries, please see the following pages in SysAid help:
1- Translate File
2- Custom notifications in multiple languages
Firstly, can you provide some additional information to assist with troubleshooting?
What version of SysAid are you currently using?
Are you using the SysAid icon to access SysAid from the Mac?
May I ask you to try the following and advise the results.
1. Try to log in via the URL;
To do this, you can submit your credentials and account information to the Login.jsp page through the URL query string.
Enter the following into the address bar of your browser to parse your credentials to the server for authentication:
The Server Name (or IP address) and Port
Your Account ID
2. Try to connect to the SysAid Server URL via the IP address if you have not already and see if there is any difference in response time.
3. To test Tomcat's serving to the Mac, copy a file (for instance a txt file or jpg) in to the directory [...\SysAidServer\root\] on the SysAid Server machine, then see if you can load that file using the URL: http://[SERVERURL]/[caseSensitiveFilename]
If you can resolve the URL, then we can at least assume that there is no network issue between the two machines.
Please consider these suggestions and let me know any feedback.
You can also open a Service Request by sending an email to firstname.lastname@example.org - please include your log files (located under ...\SysAidServer\root\WEB-INF\logs\) and any relevant screen shots should you choose to do so.
Hi BobM, thank you for your advice.
Following on from this, you can avoid having to manually remove all of the OU's you wish not to retrieve User objects from.
To do this, you may employ the use of a User Class Filter.
The User Class Filter is effectively a condition based LDAP query.
An example of a User Class Filter to only retrieve User objects which are Members of a Security Group is as follows:
This is an example of an AND conditional statement.
The above query would only retrieve User objects which are Members of the "SysAid Users" Security Group, stored in the OU "Groups", under "domain.com".
You can create more complex conditions using the correct syntax.
Some things to take into account
CN is case sensitive, so if the Group name is "SysAid Users" you must not enter this as "sysaid users".
It is simpler to develop a query if the Group object is stored in a root level OU, that is an OU directly under the Domain in the AD folder hierarchy, otherwise the query will become quite complicated and lengthy, although this is not an issue.
More information regarding LDAP query syntax can be found here:
Microsoft - LDAP Query Basics
LDAP Tutorial by Brad Marshall
For further assistance regarding LDAP Integration within SysAid, please contact SysAid Support.
Thank you for your post.
Can you please advise which edition of SysAid you have installed?
You can find this information under your Preferences --> About page within SysAid.
This will assist me to provide you the best solution.
Technical Support Analyst
The LAMP package and Tomcat should be able to coexist.
Without getting too technical, the only conflict that may arise would be if the two webservers try and bind to the same port.
A quick configuration of the listening port for each webserver should resolve this if it does indeed happen.
With regards to patching Apache for JSP, it is not recommended, as the reason for using Apache Tomcat is that the Tomcat servlet was and is designed to handle Java, whereas Apache HTTP server is a standalone webserver (usually used for HTML, CGI, perl, PHP, etc).
I recommend you do not patch Apache; implement Apache Tomcat, as Tomcat is specifically for JSP and it will install the webserver for SysAid too.
Remember, Tomcat is a servlet container, when called Apache Tomcat it indicates it is bundled with the Apache webserver.
Tomcat can run either in stand-alone mode or "connected" to Apache.
Tomcat is intended for JSP (based on the Java Servlet and JavaServer Pages technologies).
You can keep your LAMP and have SysAid hosted by Tomcat, providing there are no conflicting configurations.
Please bear in mind that the Sun JRE is the only JRE which is compatible with SysAid.
This might be of some interest to you:
I hope this information assists you.
A Service Request is a standard request.
Service Requests are what each "job" within SysAid is called.
Each Service Request has it's own unique ID and will have, at minimum, who requested or submitted the request, the category of the request, the title and description of the request.
You can view existing Service Requests from within the End User Portal or from within the Service Desk module of SysAid.
A Change Request is a type of Service Request, which is linked to a Change Template, so that a particular course of action may be taken, according to ITIL standards.
The Change Request can be used, for example, to facilitate a company wide software upgrade.
The Change Template is set up prior to the Change Request submission.
The Change Template allows you to specify who each component, or action item, is to be completed by, so that each step of the way, the Change Request is handled by the appropriate user.
For an example of a Change Request, please go to this link:
Could you please take a screen shot of the screen on which you are not able to view all users and attach it with your next reply?
I suggest that you take a look in the window that pops up after clicking "Turn end users into administrators" at the top left, for the "Filter" button.
If you click Filter and then in the window that pops up, click "Reset Filter", this will remove any filter currently applied.
Also, do you have the button "Show All" on the user list that pops up?
The Upgrade page contains the SysAid Agent & SysAid Admin Tools
The issues addressed in this upgrade are listed in the thread.
Deploying via Deployment Tool (Admin Tools)
Deploying via Network Discovery (Page 82)
Please let me know if you require any further assistance.
***CARE SHOULD ALWAYS BE TAKEN WHEN MAKING CHANGES TO ANY CONFIGURATION FILES***
The method for working with the Translate file is to download the file, save it on your system, make a copy, edit the copy, upload the copy as the new Translate file, keep original for restoring
:: Obtaining the original Translate file
(encoded as per the language nominated in your Preferences --> My Services settings):
1) Log in to the SysAid Admin Portal
2) Go to: Customize --> Translate
Note: The 'Download Translate File' hyperlink will download a DEFAULT translate file for the specified language (as per notes above)
:: Specific changes to Translate file:
With regards to This Post.
Go to Preferences --> Chat Settings --> Queue #X
The scripting in the text areas for the "Chat Session Enabled", "Release Message", etc have all called their values from the translate file.
You can find the values for these fields in the Translate file under [# chat queue params]
Field: "Chat Session Established"
Text: "Please wait. A support representative will join shortly."
Client Side HTML:
Now we understand the purpose and method of the translate file :-)
The Post contains the following additions for the Translate file:
(%s represents the placeholder/variable for the requesting Administrators user name)
chat.secondary.message is the object for the text to the End User, upon notification of a request to establish chat session from the administrator.
You cannot find this text area in the Chat Settings Preferences.
:- Edit the text after the '=' to specify the message you wish the End User to receive upon a chat session request notification.
remote.secondary.message is the object for text to the End User, upon notification of a request to establish a Remote Control session from an administrator.
You cannot find this text within SysAid Preferences, as it is generally specified using the Deploy SysAid tool (Deploy SysAid Agents --> Edit --> Settings --> Remote Control Settings --> Confirmation Message).
By appending this line of text to the end of the Translate file (to avoid syntax corruption of default code), you can specify the message to the End User.
:- Edit the text after the '=' to specify the message you wish the End User to receive upon a chat session request notification from an administrator.
:: Uploading a modified Translate file:
Note: The file name and extension must be the same as the file you downloaded in the first instance, or this will not work as expected.
To upload a Translate file:
1) Log in to the SysAid Admin Portal
2) Go to: Customize --> Translate
3) Click Browse next to "Upload translate file"
4) Locate, Select & Open your modified Translate file
5) Click Upload
A successful upload is indicated by NO ERRORS and the page reloading with no value in the Upload translate file field (where previously, there was the file path).
There you go!
Translate file uploaded!
:: Testing if Translate file upload & modifications took effect:
1) Obtain your Translate file using above steps.
2) Open the Translate file with a text editor (such as Notepad, TextPad, ConTEXT)
3) Using the text editors Find function, find the string "mandatory"
You should have found:
4) Change the text after the '=' to whatever you wish (only use 1-3 chars, as this place holder is for a single char)
You should now have: (my example is three asterisks instead of one)
5) Upload the Translate file using above steps
6) Go to the End User Portal
7) Click on Submit a Service Request
8) Observe the Mandatory indicator (previously a single asterisk '*'), it should now display the three asterisk '***' value we assigned.
If not, there is possibly an issue with your Language and/or your Encoding settings.
:: Checking Language/Encoding settings:
Check the Language and the Encoding in Admin Portal --> Preferences --> My Settings
Check the Encoding and the Export/Import Encoding in Admin Portal --> Preferences --> Account Defaults
Hopefully this will be of assistance to any SysAider looking for that additional info on customisation!