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Thanks that worked.
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Hello,
When i try to search our assets sysaid throws up a error message "You do not have permission to perform this operation".
I have checked my account settings (copy attached)
anyone any ideas??
Chris
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I did and they couldnt fix it. I think its something to do with either email intergration or escaltion rules its definately nothing to do with an other service desk administrator updating the same SR. The services the program initiates seems to be able to take over access (or ownership) to any SR that is being accessed by anyone. the only way to gain control over the SR is to refresh which of course means losing all your typing or if your really unfortunate you dont know until you click on apply and lose your work also.
Everyone who uses sysaid is now copying the text into notepad before doing anything, bit sad dont you think?
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Hi michael,
Stange that you say its not a known issue if you look at the posts a number of people including myself have been in touch with support about it
Cheers
Chris Latta
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Hello Inna,
Within the Asset Management we use the Notes fields to record relevant information that cannot be recorded anywhere else, so for instance old IMEI or Sim card details of mobile phones or if we have renamed a device. When I use the Search Assets facility to to a full text search there is no option in the drop down list for the Notes field, If i do a full text search on all fields the contents of the note field is not searched.
Within the Service Desk section there is no option for choosing the field to search within. Boolean searches seem to be erratic. After speaking to the team they tend to use the searching and filtering within the SD views which they say is time consuming but at least they can find the SR's eventually.
I have just discovered this morning that if i include the notes field in the list view and then search using the search option within the form Sysaid will successfully search within the notes field.
I am concerned that as more information is inputted and recorded within Sysaid we will need to rely more on search results to find valuable historical information or trends of failures in both active or inactive SR's (and assets).
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Hello,
Is there a way to search the notes (inc Custom notes) within Sysaid.
We keep details of information (in assets notes and SR's notes) but I cant seem to find a way to search that historical information.
Anyone know how i do it (if not a feel a FR coming!!)
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Thanks Support didnt think to look at the default view
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Hi Everyone,
I am trying to create a drop down to select assets that are disabled (or not) but i cant find anything in the forums to do this.
Can anyone point me in the right direction?
Regards
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have updated to this beta version and still the same
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Hello,
just contacted support about this issue. we seem to be getting this when a admin is updating the case notes and it takes longer than a few minutes to enter. we have very little end user updating of the system so don't think its them the only other area it could be is the email intergration but why would that cause the error?
It happens way to often for it to be a coincidental that an email comes in for that particular SR just as an admin is updating it.
Chris
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I also cannot keep quite.
This to me is a major drawback for an 'ITIL compliant' helpdesk system. I am also begining to think that sysaid support doesnt really read and consider thier users, I have had a service request open for 4 weeks now regarding importing assets to which the last response from Sysaid support was no help whatsoever and very similar to the responses shown here. We have spent a lot of monet with the system but are now thinking its time to switch.
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Hello,
I would really like to see who the current owner of an asset is while on the my network assets view is this possible? if so how do i do it?
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Is the only way you can change the position of the filters within the servicedesk view is by deleting the filters and then rebuilding them in the order you want?
If so i feel a little feature request coming on!
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did anyone find the answer to this as we would like to have the FAQ's collapsed as a default
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Haim wrote:Hey Jeff.
There is an option to set a default category, but the users will still have access to the other categories, so this option will probably not work for you.
Is there a reason why you cannot re-organize the companies structure so it will fit the category limitaion needs?
Best regards.
Haim
Hello i really want to do this, i can get the first category to default to a value but i cant get the subcategory or thirdlevel values to default.
This is the code i am using:
<td class="Form_Ctrl_Label"><label>$resource.getString('submit.category.caption'):</label></td>
<td> </td>
<td class="Form_Ctrl_Fields"><table><tr>$frm.printControl('problem_type', true, true, 'Automated Requests') $subCategorySelect $thirdLevelCategorySelect</tr></table></td>
</tr>
<tr><td height="10"> </td></tr>
<tr>
can anyone help
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