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We are looking at putting in Sysaid into an environment where we anticipate a high volume of tickets, perhaps 1000 per day (9am-5pm), mostly logged by email. Does anyone have a current implementation of that size? Can Sysaid handle this without slowing down to a crawl?
Thanks for any feedback!
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Yes it worked on our Windows environment once we installed the remote discovery service on the Sysaid server itself.
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Hi,
OK I tried clearing the cache, etc. In the end I disabled AdBlock Plus extension, and hey presto - Sysaid works again. I looked into the options in AdBlock Plus, ad it seems to block the javascript that allows popups. However simply turning that off didn't fix in fact the problem was worse. So I'll just leave AdBlock disabled for now and put up with annoying ads on sites. 
Regards
Andrew
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Attached is a short video demonstrating the problem.
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Hi,
I recently switched from IE to Firefox 4, and since then I have an issue where buttons in dialogues don't work - for example if I make a configuration change, in the dialogue that poips up I am asked to enter the reasons for the change, but the Add and Cancel buttons don't do anything, so I can never make a change. This happens for some other dialogues too, but not all of them(!?!?)
They all work fine in IE8.
Anyone else experienced odd Firefox 4 problems? Am I too cutting edge? 
Regards
Andrew
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Hi,
If anyone is interested, I found a way to list the tickets. The following SQL query (on SQL Server 2005) lists tickets with no time updates:
SELECT id, request_user, title FROM service_req WHERE (responsibility = '<i>_username_</i>') AND (sr_type = 1) AND (insert_time > DATEADD(day, - 30, GETDATE())) AND (id NOT IN (SELECT DISTINCT service_req_id FROM work_report))
Regards
Andrew
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Hi Fabio,
This worked for us:
1. Extract & copy attached file thank-you.htm to your folder for Sysaid Customisations on the Sysaid server (we use a folder c:\Program FIles\SysaidCustomisations)
2. In Customize -> Forms, ensure your HTML Files Location is set to wherever you store your customised forms, then click Reload TEmplates.
This should remove the Due Date.
Regards
Andrew
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Hi,
I'd like to get a report grouped by administrator with the number of tickets where there is no activity time entered. I cannot figure out how to create this report, can someone help out? I just need to be able to verify that my team are entering times against all tickets.
Regards
Andrew
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Working with tech support, the only way we could get it to go was to install the remote discover service on the sysaid server, then it worked.
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Unfortunately I think the point has been missed, we want to give a set of dashboard reports to management that they can browse through, and even customise, but only on certain fields. So say for example we want to give them the ability to generate a report or a dashboard to look at the average resolution time for tickets of priority 1, they can do that, but we do not want them to run a report by administrator.
Is that possible?
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TOF,
UNder Preferences, Helpdesk (or Preferences, Service Desk if you have the ITIL modules), there are a number of notifications you can set. I think you'd be selecting "Email notification on new Service Request with priority >=" and use the option "Send email notification to the group the service request is assigned to." - make sure all incoming tickets are allocated to an admin group and that all admins required are a member of that admin group.
Set the automatic allocation to an admin group using the Routing tab.
OR
Under Preferences, Helpdesk (or Preferences, Service Desk if you have the ITIL modules), select the option "Email notification on new Service Request with priority >=" and use the option "In case no Administrator / Group are notified, send email notification to" and set it to send to a distribution list.
Regards
Andrew
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As part of a large global organisation we have a complex global naming standard that every country has to follow:
CCLLLLnnnnnfff
CC = Country (UK = GB, Germany = DE, Ireland = IE, etc)
LLLL= location code (each location has a code, eg an office on Franklin Street in Washington would be WSHF)
nnnnn = 5 digit number, incrementing
fff = function of server, 3 character code
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Hi,
I am trying to perform an SNMP discovery of assets for the first time, however when I view the SNMP page there is no Discover Service listed. Setting the parameters and clicking Add does nothing - no errors, no logs. The same applies under the Deploy Agents tab - no Discover Service Name listed. I have attached a screen shot from the SNMP page.
Our version is 7.0.05, upgraded last night from 5.6.09. We have never tried to use the Assets module before, we just purchased the license for our assets.
Anyone seen this or able to help?
Regards
Andrew
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Itay,
Again your advice worked, just putting the logo in the SysaidServer\root folder and in Customize Appearance, just putting the filename with no path or http(s) worked perfectly!
Regards
Andrew
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Itay,
Clearing the IE cache did the trick. Thanks.
Andrew
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