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I see, but that doesn’t really help from an organizational point because i am working with clients and i want to tie the actions into billing, so i have to be sure that the company on the ticket is the company defined in sys prefs.
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For some remote cases when someone has an issue with a laptop and i cant connect with them using the deployment tool (nat, or routing) i would like to set up a web link for them to download a zip file and then install the client, but i dont want them to have to fill in th eform. Is there an automated script so i can have that info filled in automatically?
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Ok, that worked, but has anybody run into issues witht symantec AV thinking sysaid is attempting to "temper " with the AV program?
SYMANTEC TAMPER PROTECTION ALERT
Target: C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
Event Info: Open Process
Action Taken: Blocked
Actor Process: C:\Program Files\SysAid\IliAS.exe (PID 174
Time: Tuesday, June 17, 2008 6:07:52 PM
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got it. I will try it and repost my findins here. Thanks!
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Any idea on how to deal with this? (see attachment)
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i have different clients as companies and when i install the SysAid client, it allows them to create SRs, but the SRs are put in under the asset only. I would like to have the company set by the asset group when the ticket is submitted. Is this possible?
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I tried the routing setting and will see how that works, but i had also tried this (administrator emails a group in my co that forwards to a few admins)
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New Service Request default priority = Un-Set
yes- Email notification on new Service Request with priority >= Un-Set (new one i made)
yes - Send email notification to the administrator the service request is assigned to.
yes - Send email notification to the group the service request is assigned to.
Send email notification to administrator
yes -Send instance message to administrator regarding a new Service Request.
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I have not gone through all the documentation yet, so excuse me if this is covered already. I am looking for a way to have the system notify me when a new SR is generated from the end user portal. It seems that because no -one is assigned the task, then no-one is notified. Any ideas?
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