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We found in practice that the procedures suggested above resulted in multiple desktop icons (since we change the SysAid icon to say "Helpdesk" instead).
Instead, we simply change the MachineID to IMAGE-OPTI330 (or something relative to the machine type -- in this case a Dell Optiplex 330) before we take our ghost image. This way, newly ghosted machines all report in as this one machine ID.
After ghosting, we simply get the MAC Address using CMD & ipconfig /all .... then we change the MachineID to the MAC address, rename the computer and reboot.
This way, SysAid doesn't make any additional changes or add icons to the desktop.
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I too am pushing for this new feature/capability. It is too cumbersome and labor intensive to have someone review a huge report of all changes. We are interested in a way to have a hierarchy for software:
1) Approved/Licensed Applications
2) Dangerous/Security Risk Applications
3) Unapproved Applications (anything not classified within 1 & 2 above)
We need to still be able to have separate groupings for license tracking purposes, but we need to specifically know about #2 because they are known threats and we need to know about #3 because they are "unknown threats".
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If I remove the ${list.belongs.to.caption} from the filter menus on one of the views, it will work again. It almost seems as though whatever setting marks what I last had this filter selection set to is what is "crashing" the filter and views from displaying any information.
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Now, after having tried to use brackets in the "Default View" under Inventory and then having changed it back to no brackets (just in case this was the view that was used) -- whenever I go into the "Asset List" view, I get no results but instead get "Error in query". In fact, all of the views that have any filters at all now show "Error in query" with no results.
I have a "Browse Assets" view that has no filters and it will display the results, but somehow all of my other views are now broken.
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version 5.5.05
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There is no way to customize the filter screen for the popup that I am talking about. There is no "gear" icon to customize the page or filters that I can find.
When I have a helpdesk ticket open and click the "Change" button for the Asset, there is no way for me to add brackets to the filter because there is no way to customize this screen.
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I too experience this behavior and have not been able to find a way to counteract this.
In our case, when we communicate with a user, we change the status to "Awaiting User Response". However, when the user responds, it is appended to the ticket, but we have no way of kicking off an action (such as notification or a change of status).
Maybe this would be a new feature request?
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We have been having a problem using any filter that uses the "Belongs to" filter. We were originally using Firebird database and I had hoped that when we migrated to MSSQL that this would have been resolved, but it still exists.
We have user accounts that are setup for each branch location. These user accounts have a username that is the location number and appear similar to the following:
Username: 10
FirstName: FacilityName
LastName: 010 (ManagerName #151)
Anytime that we try to use a filter that is based on the "Belongs to" and choose one of these usersnames that is a numeric value instead of alphanumeric, it seems to "crash" and give no results back. For example, if we have a ticket and the Request User is one of these users, and we click the "change" button to choose an "Asset" to assign to the ticket, we get a blank screen in the pop-up, with no results ---- if the request user is a user with a alphanumeric name, the popup works properly.
This is completely reproducible in every instance and is limited to the user accounts that have a numeric username.
I would have been happy to just go back and change all of the usernames to be something like HHI-010 instead of just 10 or 010, but since there is no way to edit the username once it has been created, this isn't an option. Also, I don't want to delete and recreate all of the users because I would lose all of my historical reporting, etc. for these accounts.
Hopefully you can help me find a solution for this?
Thanks in advance.
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I would think that there could be some type of middle ground on this.... maybe that you can only enter valid SysAid users in the TO: field and that the TO: field is required, but that you could use the CC: to correspond, etc.
What if we could email/CC any vendor contact information that is listed in the vendor list? I'm even willing to have a reasonable charge for a quantity of vendor records. I just would love to have a viable option for keeping this valuable correspondence within the helpdesk system.
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I have also previously submitted this as a feature request. It is normal for us to need to communicate with vendors, etc and I would like for these communications to be able to be sent through SysAid so that they are part of the ticket details.
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I just had to do the exact same thing today and SysAid support helped me find out that MS SQL 2005 has TCP/IP connectivity disabled by default. SysAid tech support helped with this and had me up and running in no time!
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I just tried to respond to all but one of those above... I too wasn't sure about the free version and its limitations since we use the paid version.
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I think that this may be by design in the new version to insure that users don't get "auto-logged in" as an admin.
I know that the SSO (Single Sign On) capability would help you get past this, but its only available in the paid (no-free-beer) package.
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You can setup priority settings and escalation rules for this:
First, under Preferences -> Helpdesk -> Priorities
1) Setup a rule for all tickets so that Priority will be equal to the Urgency
Then setup an escalation rule:
1) Setup the escalation rule to only act on a ticket status of "New"
2) Setup the escalation rule to act on a Priority of "Whichever one you want to force"
3) Setup the escalation rule to be enforced "escalate 1 min after request time has passed"
4) Use the "Reassign task to" option to pick the admin you want it to go to
I haven't tested this, but it seems like this might accomplish what you were looking for?
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I am doing precisely this same thing and Ilient is converting my database over for me. They just asked me to submit a service request by emailing helpdesk@ilient.com and then they told me what to zip up from my current install and upload to them.
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