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Hello, tmservo.
The survey results appear in the built-in "Satisfaction level" reports, that can be found in "Analyzer" (and also in "Manager Portal-Reports", if you have Manager Dashboard module), under "SysAid-Help Desk-Service Quality". There are three built-in reports, that allow you to represent the survey result by Administrator, Category or Company.
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Hello, rtx.
I asked our Product Manager to look into this topic, and we will reply to you soon.
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rich,
Please make sure, that the authentication is defined as "clear text" on the exchange itself, and that both username and password appear correctly in outgoing e-mail integration.
Also, the good way to check the SysAid e-mail integration is to define exactly the same settings in regular e-mail client (Outlook, Thunderbird etc.), and to achieve the state when the e-mail sent correctly from there. After that, the fixed e-mail settings can be transferred to SysAid.
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Hello, JAAQer08.
Please attach there also the screenshot of your LDAP integration settings, especially - it's bottom part, where attribute mapping is defined. Generally, "company" LDAP attribute should be mapped to the "company" field in SysAid.
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It depends on SysAid edition you use. In Pro+ or Enterprise editions, you can use the Company field to distinguish between different due dates, or to create a new SLA agreement. Contact can be associated with company or agreement, respectively. In Pro edition, only remaining option is category (including sub-category and third level).
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gplatret wrote:Hello,
I use the msi package. Everything works fine. But I want the icon SysAid will not install.
Using ORCA I do not see this setting?
Thank you for help.
Hello, gplatret
If I understand you correctly, you refer to the shortcut to End User Portal, that created on Desktop during agent deployment.
Using Orca, you can define this shortcut not to be installed at all. In order to do it, open the "Property" table, and change the value of ALLOWSUBMITSR property to N. Then you have to save this change, with other changes you performed, in Transform file (.mst), and deploy it beside the original .msi file, as it described in Online Aid.
Best Regards,
Uri Leizin, MCITP
Customer Service and Support
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Здравствуйте, basopotam.
SysAid может принять запрос от незарегистрированного пользователя, но не может отправить такому пользователю автоматическое сообщение (notification).
Продукты SysAid позволяют конечному пользователю регистрироваться самостоятельно, заполнив форму в портале и получив пароль на е-мейл. Это снимает с администратора необходимость создавать/импортировать учетные записи всех этох пользователей. Количество пользователей, регистрирующихся таким образом, ограничено количеством лицензий.
Пожалуйста, обратите внимание, что SysAid предлагает своим клиентам - учебным заведениям специальный тип лицензии - Educational, с неограниченным числом конечных пользователей. Возможно, в Вашем случае это будет наиболее удобным решением.
Uri Leizin, MCITP
Customer Service and Support
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Hello, RugbyRyan.
The default timers have the following expressions:
"Time to repair" - (Status <> Closed And Status <> Verified closed And Status <> Deleted And Service Request Type = Incident)
"Time to respond" - (Status = New And Service Request Type = Incident)
Those timers are defined in "Timers" tab, under "Help Desk->Help Desk Settings".
Also, you can find the detailed description of Measurement functionality, including screenshots and examples) in SysAid Online Aid: http://www.ilient.com/Sysforums/helpData.page?helpId=4531
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Hello, Ilya.
The best way to define such a periodical activity is to use Tasks&Projects module, that allows to define a task which notifies assigned users in constant time intervals. You can read additional details about Task&Projects module there: http://www.ilient.com/tasks-and-projects.htm . Also, Please refer to the following page of Online Aid in order to know, how to define a scheduled notification: http://www.ilient.com/Sysforums/helpData.page?helpId=4119
Uri Leizin
SysAid Customer Support.
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Hello, Shindyalov.
Thank you for your post.
In order to prevent from admin the ability to delete service requests, you have to access admin's details by double clicking on entry with admin's name in "Preferences-User Management-Admin Manager"tab. The details of admin account will be open, and in "Permissions' tab, you have to set "Anyone' in combo-box right of "Purge Service Requests that are assigned to" caption, uncheck the checkbox left of that caption, and apply the changes.
If you set permissions to each admin individually, you have to repeat this action for every one of them.
If you set admin permissions using groups, you have to change group permissions in all admin groups. To do it, access admin group's details by double clicking on entry of "Administrators" type in "Preferences-User Management-Groups" tab, and then set "Anyone' in combo-box right of "Purge Service Requests that are assigned to" caption, uncheck the checkbox left of that caption, and apply the changes, as described above.
Please note, that if individual admin or admin group defined as SysAid Administrator, the field described above is grayed out and can't be unchecked.
Uri Leizin
SysAid Customer Support
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Currently, standard configuration of SysAid doesn't allow to define that kind of automatic translation. However, if you require this feature, please send e-mail to support@sysaid.com
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Hello, SylvainG.
Please open a service request in SysAid Helpdesk on this issue, and attach to it your credentials for community forum, and also the translation file you use and where exactly this issue appears (screenshot will also be helpful). Please note that service request should be in English, in order to avoid possible translation issues.
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Hi, Obelix
Generally, there should be no such issue on upgrade. I suggest you to contact SysAid Support team by e-mail: support@sysaid.com, or submit a service request via http://helpdesk.ilient.com/EndUserPortal.jsp . We will investigate the issue and contact you back with answer.
Best Regards,
Uri Leizin.
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Hi Luiscacr
"Threshold in hours" field refers to the time, that passes SINCE the Due Date. For example, if you put 3 in that field, you will receive the report of all SRs that were not closed in due time plus 3 hours, i.e. SR that still open although 3 hours or more passed AFTER due date. If you want to know, how many SRs were not closed on due date, you have to put 0 it that field.
Best Regards,
Uri Leizin
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Hi 2organize,
Yes, this is possible if you use Enterprise edition. In order to achieve this result, do the following:
1. Create a new Subtype of Incident type.
2. Create a new quick list with this Sub type and choose the desired category/subcategory for it.
3. Go to Service request (new or existing) and add the relevant field that you want to appear if choosing this quick list.
4. Go to Customize > end user submit form, choose the subtype and add the field from available to visible.
Best regards,
Uri Leizin
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