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Hi , I want to upgrade my current version from 5.5.05 to the latest version, can someone point me in the right direction, and will the upgrade keep my setting or overwrite them?
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I am trying to firure a way that the sub catagory show up in the subjet line e-mail when a new sr is submitted.
and when a service request has been assigned to an admin,
Example: insted of New Sevice Request #300 I would like it to be New Service Request #300 Catagory: Hardware Request
And Insted of "You have been assigned service request " I would like it to be a sevcie request has been assigned to: "Admin Name"
any help on this, I have tried using customized list setting but it does not change it on the initial service request e-mail unless I am doing something wrong.
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Can my users take a screens and paste it into the SR they are creating form within the software not an e-mail?.
If they can... can someone let me know how they would do this because they dont want to have to paste it into mspaint save the file and attach it to the ticket.
Thanks,
Paul
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Thanks.
Received, installed and resolved.
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I am also having an issue, we have been down all day. It has been 5+ hours and no one has replied to my requests as well. I have been sedning the messages to
urgent@ilient.com with no response
Sorry to step on you feed dthanos. but I need some help and am getting nothing. I also am getting allot of flak about this being down as we have only had it for online about 90 days and it took me quite a bit of finally get my company to buy it.
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Currently we have about 20 usrs , 12 admins, with plans to go to 400 users in the next 6 months.
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Issue with changing the SR Due Date:
Hi, I am having some trouble changing the due dates on my service requests. Currently, all my service requests have a default due date of 6 hours after the ticket is created, if the 6 hour passes, I have escalation rules set to reassign the ticket to an admin based on the due date. I understand I can set many different due dates to different categories, ect but My boss wants it kept simple and have all the requests be the same.
My problem is: I want to have my admins change the due dates on sr assigned to them as needed, but they are telling that when they change them, they go right back to the default date and time set by the policy, resulting is allot of overdue sr's in the list. I have verified this myself Is there a way for me set the app to change the due dates manually or will it only use the dues dates set by the policy???
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Thanks,
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did that, no good.... it is only on the view of a supervisor when they list the tickets and there is no way to make changed to that form.
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I geuss there is no help for this???
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giggy wrote:Not to be stepping on SysAid, but all you have to do (Windows platform), create a shortcut on your desktop, under the shortcut tab in the Target file put this: %windir%\system32\shutdown.exe -i
In the Start in field put this: %windir%.
When you run the command all you do is either put in the ip address or name of the computer you want to shutdown, restart or logoff.
Maybe, SysAid can incorporate this into there software.
Sorry SysAid..... 
sorry to butt in, just thought to add some info....
actual command would be shutdown /m \\computer name /r Again you would need have to have admin rights to the computer so it should be attached to your domain to carry your credentials, Another thing I have used is Dameware NT utilities, it uses an agent and is pretty cheap, I use it allot. http://www.dameware.com
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ok cool, got it thanks,
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Thanks, I really dont need them to have admin access, plus I want to avoid having to buy admin licenses for programmers. we have allot of them and some are contractors. They really wont use most of the feateures available to them. They raelly just need to add notes to the SR that the users submits.
I dont see where to setup departments?. I see companies, groups, ect Can you point me in the right direction.
I will look in the admin guide maybe I am missing something....
Paul
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fixed, thanks
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5.5
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