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OK, let me ask this....IS there a way to get Sysaid to recompile the java pages on a Windows machine? When you look at the source code for the webpage after it is displayed, it is missing all of the lines at the top of the code that are usually there to list all of the links to the various reports. I can see this because we have another version of Sysaid installed in a test lab and when you view the code on that page, there is a whole section at the top that is missing from our production page:
<script language=JavaScript>
<!--
var TREE_ITEMS = [
['SysAid', null,
['Help Desk', null,
['work load, null,
['Active Requests','genericreport?reportName=ActiveRequests'],
and so on.....
It is not generating the java properly to list all of the reports and their links. Rebooting and restarting both the server and the service do not fix this, so can you get Tomcat to recompile this page?
thanks.
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One other note, the browser is kicking out a "sysaid tree_items are not definied, unbalanced tree" error.
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When I go to the Analyzer page, none of the reports show up. Everything below the header is completely blank. When I go to the manager console, and try going into either reports or design reports, it just throws up a blank page with no headers.
It is running on Windows 2008 and connected to an Oracle 11g database for the back end. We have restarted the Sysaid service as well as rebooted the Windows machine but that didn't work.
Any thoughts on what could be causing this?
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We are trying to figure out a way to send regular reminders to admins that are assigned a project and/or task. Is there any way to send a reminder to the assigned individual for the task if say...they haven't updated the task in "X" number of days? We are using v7.5.06 pro plus edition and would like it if the system could send out reminders to assigned admins like once a week to update their tasks with information.
This would also be useful for SR tickets as well.
thanks!
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Ok, thanks! That was my main question. I was afraid it wasn't setup correctly.
In reference to this, are response times only calculated from "New" to "open" or would it also include a SR that went from "new" straight to "pended", or "New" to "closed" or any other item lised in status? Basically, does it count any change from "new", or only when it goes to "open" status?
thanks again,
M
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No, that is not at all what I was asking.
In Sysaid Version 7.x, if you go to "Preferences...Service Desk Settings..." Then select the "operating Times" tab. If you click on "modify" you will see the place that I am talking about. here you can set your operating times. If I am a 24 hour, 7 day a week shop, and I don't ever close, how would I set my operating hours on this screen to show that?
My days currently look like this:
Monday 12:00am - 12:00am - none - none
If my days are all listed like above, does Syaid take that as being 24hours that we are open, or does it think that we are open for "0" hours?
I need to know how to properly put in there that we are always open.
thanks,
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When we run a report on SR responce times, we are getting ridiculously low numbers like 15 seconds to respond to a service request. After doing some research, I realized that this value is tied in with your set operating times. We are a 24/7 shop with no down time so I want to make sure that we are setting this properly under the operating times tab. We currently have them set to say:
Monday 12:00am - 12:00am - none - none
Every day appears the same and has a check mark next to it. Now does this indicate to Sysaid that we are open 24hours, or does Sysaid think that we are open 0 hours? If the answer is "0" hours, then what is the best way to denote a 24/7 operating schedule.
thanks!
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Ok found it, but I don't seem to be able to increase it above "50". If I put in anything higher than 50 I get a message "Please correct the value for Maximum items in a drop down. The value must be above 5." Even a small increase 60 says the same thing, so is this a hard limit?
thanks!
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Running 7.5.03 Pro with Oracle database.
When working on a service request, the "assigned to" field only shows about 45 admins, and then you have to click on "more..." to get to the rest of them. Is there any way to increase the size of this list so that when you first click on the arrow the list is more like 100 admins?
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I appreciate you copying and pasting the notification directions here, but that does not answer my question. Maybe this need to be listed as a "feature request", but I will try and explain one more time.
There is a project with 2 tasks: YOU have task 2, I have task 1. YOU cannot complete task 2 until I have completed task 1. (Task 2 is setup with a dependancy of "Start to Finish"). I would like it so that when I complete task 1 and mark it as "finished", YOU automatically get a notification that I have done my task and you can start yours. Sysaid admins will not always be working on these, many times it will be management so I would like to make this automated. The 3 options that you sent me do not appear to do this.
The main issue here is that I want to send a notification to the person(s) listed in task 2. The user will change from project to project so I can't setup a single notification for this. It seems that when setting up a notification all you can do is put in a single user. Not very practical for multiple projects or I will be setting up notifications for every single project. This would seem like a logical feature, but I don't see anyway to currently do it.
thanks!
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If I setup a project, and have several tasks below that project (lets say 3 for now). Then I setup a dependancy (like start to finish) on task #2 that it can't begin until task #1 is completed. How can I setup a notification so that when task #1 is completed, that the team leader/team members of task #2 automatically get an email saying that they can begin their task?
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We have the paid version of SysAid Pro Plus and have over 30,000 users (pulled from Active Directory) and SysAid randomly disables users.. This morning SysAid disabled 29,000 users, (we can re-poll AD and remedy the issue, however it just ends up happening again) we have had issues with the AD integration since minute 1...
We are running 7.0.04 of sysaid, we cannot send logs because we are on a closed network and SysAid cannot remote in, does the version we are running have any know AD integration issues? We did not have this issue when we were using OTRS so it is not our AD server..
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