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Good Day Mark,
I am not sure which version of SysAid you are currently using. The support level is designed to attach a group of administrators to a support level. This support level assignment is then used in the SLA/SLM module to create measurements to measure 1st, 2nd and 3rd level resolution of SR's.
End users can not be assigned to SR's and therefor can not manage them. An end user can see their own existing SR's from the end user portal. Form here they can add notes or attachments and even close their own requests if the option has been switched on.
Hope this helps to answer your question.
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G'Day Coreyoliseffect,
Are you referring to the part at the bottom where we have our little inspirational texts?
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G'Day,
No problem we all have those days. Next time also take a copy of the AccountConf.xml, ServerConf.xml and activation.xml.
That covers you even better than just having the database backup.
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Good Day Cazz,
Any user who will be assigned service requests and who will be managing the requests must be an administrator.
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Good Day Brandon,
Are you on 7.0.05? Then have a look at this post?
http://www.ilient.com/Sysforums/posts/list/5349.page#23193
I understand that this will resolve this issue.
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Then you can create a "user" with the email address of phonenumber@rek2.com.mx. Add the "user" details into the CC field of the SR. That will send emails to the user you have specified.
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Good Day Screege,
It is possible. SysAid can send email and sms notifications.
This is configured by you. You firstly need to set up the email integration in SysAid. This is done in Preferences>Integration email tab. The details about your sms gateway is captured in the same place, but under the text message tab. You require an external sms gateway for use with SysAid.
Take in consideration that sms messages can only be sent to administrators. Emails can be sent to administrators and end users.
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Michael,
This can certainly be managed using SysAid. There are a few examples of how to achieve this. The best way would probably be using status in combination with due dates and custom notifications. Please send me you email address in a PM. I will be glad to send some examples.
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Good Day Brandon,
You can find the information here: - http://www.ilient.com/down/upgrade.pdf
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You can not connect directly to the Derby database from a command line. The Java JDBC does give you the ability run queries against the database.
You can use another software tool. Please send me a PM. I will provide you with more detail.
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Rowan,
You can import data from a csv. It depends which part of the data you want in SysAid. Some of it can be done by yourself and some of it you will require assistance.
Please could you specify which data you would like to import?
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There are ideas!!
Just bending the brain around the facts.
**Error 256398568 - - No brain present **
Have you designed a specific template for this change request?? Is this based on the default templates??
This sounds like a really good challenge!!??
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G'Day help1964,
You can save the file anywhere you choose, when downloading it in order to make the changes.
After making the changes you would use the Customize>Translate to upload the changed file, from the location where you saved it.
Please let us know if you require any further assistance.
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G'Day Charlie Brown,
The quicklist will only be visible when creating a new SR. It is removed from the form by design after the SR is created. There might be a way to avoid this, but I would have to do some investigation.
The option to separate the Incidents and SR's is not an option at the moment. You can however use the Incident Subtypes to separate these or you could use the first level category to separate them.
Let us know if this helps!?
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Good Day John,
You should look at editing the EndUser view and making the changes you require.
This is done from the helpdesk list. Change the view you have, usually DEFAULT, to EndUser. The changes you make here will reflect what the end user sees when looking at their service requests.
Let us know if you need more help with this one.
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