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Sent me a private message with your email address. I will send you a sample submit-service request with the code already in.
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I have just discovered another issue. I get the message "Unable to sent chat request to the user. User is not associated with any SysAid agent."
I get this message when I try to initiate a chat from within the SR.
The user is associated with a SysAid agent. I can initiate a chat from the chat window for the same user.
The user does not get the chat request as mentioned in my previous post, but I can send it.
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Use the cust_text1 field. Add this to the end user portal as per the instructions on the end user portal post.
Rename the field in the translate file to Telephone Number.
The field can be made mandatory as part of the html code.
<tr>
<td class="Form_Ctrl_Label"><label>
$resource.getString('CAPTION-FIELD'):</label></td>
<td> </td>
$frm.printControl('FIELD-NAME', MANDATORY?, VISIBLE?, 'DEFAULT')
</tr>
<tr><td height="10"> </td></tr>
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Does that Hotmail account allow for POP3 forwarding / External access??
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I have deployed version 6.5.03. Initiating a chat with the end user still does not notify the client.
I have upgraded the agents. The end users are assigned to an asset. I have tried to initiate the chat from various operating systems to XP workstations.
Nothing happens on the end user side.
The chat works if I ask the user to click on the "chat with rep" graphic.
Am I missing something??
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Asset numbers in version 6.5 will be created differently. Where possible with equipment like DELL, HP, IBM etc. the asset will be created with the computer name and the SMBIOS ID.
Instead of having COMP1("mac address) you will have COMP1(Dell-6752s1). In the case of dell it will in most cases reflect the service tag number.
Have you looked at usint the generate random asset id in the deployment agent?
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I would not suggest you attempt to change the numbering of the SR's in SysAid.
The numbering is very important and allows amongst other things, SysAid to allocate messages to SR's etc.
You could contact support, but I know they will also tell you not to attemp to change the SR numbers.
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James,
You need to change the "email body to the administrator...." You can create a IF statement which can check the status of the SR. If the status is not new then you can have the system Add a message or you should be able to remove all the detail and just tell your admin to go to SysAid and read the message from the end user.
Admins should always assign SR's to themselves when they work on them. This way you can track who does what.
I hope this helps.
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Haim,
I agree with what you say. maybe the MST file has a missing entry.
Rob_o. Maybe you should try it with the deployment agent. Make sure the settings are correct and deploy it to one of the workstations where you are having the problem. Alternatively just check that the MST file was created with the correct entries.
Regards
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Haim and Oded.
Thank you for the feedback. It works perfectly as you described. I think "us" admins sometimes forget to test things from the normal admin perspective as well as the end user perspective.
Thanks again for a brilliant product!!!!!!!!!!!!!
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When did this happen?? Was your SysAid running before this error? What changes were made prior to this error??
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Which field name do you want to change?? The sr.cust_list or the urgency?
I am not really clear on what you want to do.
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You should be able to do this by setting the attributes of the individual action items??
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I think your ideas are great Jonathan!!
I am sure the development team will take them into consideration.
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Option 1:
You could allow your end users to add a note when they view their outstanding SR's. You can get them just to enter urgent. You can then use a escalation rule to escalate the request based on the word urgent in the notes.
Tested this and it does not seem to work with the escalation on the notes field.
OR
Option 2:
I suppose you could edit the html in the service-request-page.html to give the user the option to change the urgency.
I WOULD NOT ADVISE YOU TO DO OPTION 2 without assistance from the support team at SysAid.
Regards,
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