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so ? nobody ?
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hello there,
i have exacly the same scenario....
i've checked the logs and there´s maybe one thing...
logs/sysaid.log:2011-06-07 17:53:22,412 [Thread-3] INFO com.ilient - SysAid RCG use the following address: hostname:443
maybe if i change that "hostname" by the FQDN of my server...but HOW DO I CHANGE THAT? 
any ideas ??
regards
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Is it possible to sync with BPOS owa ? thru https://red001.mail.microsoftonline.com ?
there i only pass two args which are e-mail and password. putting only these on sysaid 8.005 is not possible.
so, is it possible or not yet?
regards,
mazine
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hello there...
i'm using sysaid 7.0.05 / pt-br / mysql
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Here goes a nice one....
Scenario:
My servicedesk receive phone calls and open SRs for dozens of companies. One of these companies have 3 different suppliers with different agreements(SLA).
So in the SLA->Service Agreements i created three of them:
* Supplier 1 - Specific Routing Rules, Specific Due Dates and Operating Times MTWTF 8.00Am-6.00PM
* Supplier 2 - Specific Routing Rules, Specific Due Dates and Operating Times MTWTF 7.00Am-5.00PM
* Supplier 3 - Specific Routing Rules, Specific Due Dates and Operating Times MTWTF 6.00Am-4.00PM
Question:
If the SLA is applied....
"1. SysAid first looks to see if the request user of the service request has an agreement.
2. If the request user has no attached agreement, SysAid will look to see if the request user's company has an attached agreement.
3. If neither the request user nor the request user's company have an attached agreement, SysAid will use the default SLA for the service request."
AND i can attach only ONE Contract per company or user, how do i do to use the specific SLA of that supplier when opening the SR?
Note(the request would be likely this way):
I receive a call, from my "Customer A" asking for SR on his desktop. The supplier for that desktop has its specific service agreement "Supplier 1", but theres also another call from this same "Customer A" asking for a SR on his notebook which the supplier have the service agreement "Supplier 2".
Experience:
I my expirences i saw that although i create different SLAs Supplier 1, 2 and 3, it only applies SLA to the SR when its attached to customer or company(as told in manuals). But the problem is that i have 3 different SLAs for that Customer A and i would like to use each of them related to the SR type i am opening(notebook, or desktop). Is that possible? Is there another way to achieve that?
Well... hope i've made myself clear...
Regards,
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Hello there Oded, thanks for your answer, but check this out:
If i try to set this
Sunday - 12:00AM - 06:00AM, 08:00AM - 12:00AM
it returns me a error and only works if i change to
Sunday - 12:00AM - 06:00AM, 08:00AM - 11:45PM
But i need the first config(ending at midnight)
Regards,
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Guys,
at the operating times tab, i would like to create a 24hrs time frame, how do i do that if the max PM would be 11.45PM ??
my question is when the sla start counting, it will count 23hours and 45min or 24hours completed ??
i would have this config(eg)
monday - 12:00AM-11:45PM
tuesday - 12:00AM-11.45PM
regards,
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