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How might I display a custom list for only a particular category or select group of categories? For example, if you select the printers category, a custom list of the type of issue (connectivity, tray selection problems, garbled or light printouts) would appear allowing you to specify the type of issue. I know this would be the type of thing that categories are already designed for but hey there's only 3 levels of categories and unfortunately in our organization printing has to be a third level.
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Riddle me this one, batman, it seems to have resolved itself. I have neither added nor removed any favorites and now they all show back up for me. This is the not the first time some/all of them we missing from the favorites dropdown.
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um...?
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Just performed the addition. Seems to work like a charm. Thanks 
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I want to be able to filter my SR's by asset group and just have a drop down for which group to see all the most recent SR's for that group. How might I do that?
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I seem to have the same issue. I have deployed to about about half our organization as my superviser wanted a slow deployment (so we could ensure no kinks in the system). I was going to present the option to deploy to the rest of the domain all at once when I realized that my "Domain" dropdown is empty as well. We are indeed configured for LDAP integration, in which we even have specified "Domain: Blah"
The funky part? I can swear I've seen it there before.
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We already use the phone call page, which we suitably renamed (in our translation file) "Quick Entry". The problem is that we're a very small IT operation for a company that has nearly 30 branch offices. We are constantly on the phone and we simply cant keep up with call volume. To add on to these details, there aren't many problems that occur often. Our phone calls' topics vary quite a bit, making it nearly impossible to plan them all out in efforts to create quicklist entries.
Advice? Let it be known that my boss wants to put as little work as possible on the end user.
Also, as a side note, I'd like to make clear that I do understand that Ilient is indeed attempting to dive into ajax technology. My comment was merely an "i'm looking forward to.." type of thing. The more ajax we get, the less popup windows we need to load to fill in an SR. For example, specifying the end user pops up a separate browser window for our selection. If we could have something similar to "google suggestions" where, as we type, sysaid can quickly figure out the name we're in the process of typing and allow us to simply select it and it would finish filling in the box and complete the end user "attachment" to the SR.
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I want to start up a discussion on any possible ideas that would make admin SR entry any faster. We have yet to fully incorporate SysAid into our organization due to the amount of time it takes for us to input them, especially as our organization is experiencing much growth. Idea's anyone?
One idea I have is for Ilient to spend a lot of time continuing to familiarize themselves with ajax technology. The more ajax we can get in there, the more options there are for speed, at least in my opinion.
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This fix seems to no longer work for the beta.
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lbb4ever wrote:
The majority of my users do not have assets assigned to them, it makes no sense to me that I would have to assign an asset to them so I can chat with them.
Mike
I agree. We use a different system to track our assets. Having the chat piece download to the user, whether or not they have an asset in SysAid, would be ideal.
Out of curiosity, what was the thought behind that?
The post just below that informs us that the agent need to be on the machine for you, the support tech, to initiate the chat with the end user, which makes sense. You have to have something there to listen for the chat request. They, however, can chat with you with no agent installed.
Israel Lifshitz wrote:1. Customer initiate the chat with the support. In that mode you do not need to install anything in the asset. This is 100% web based both for the end user and administrator. End users just need to click on the chat button in the end user portal or in any web site. You can take html code and put it in any website and you will have direct chat button to your help desk. You can see example in our website at http://www.ilient.com
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I have it tracking average admin activities, not the number of sr's assigned to them.
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I've seen this since 6.0 and I'm continuing to see it in the beta. Right now we have a report showing up on the dashboard for our top administrators (see screenshot)
Now I can tell you for a fact that the user its reporting as the top administrator has logged a tiny fraction of what myself and my coworker (orange and green in screenshot) in sr activities. and who the heck is "none"?
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Would be nice to be able to select which one or both. I'd like it to take focus but not do an audio alert, but i still want to be able to listen to my zune 
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I signed up for the pathfinder program and didn't receive any confirmation or anything. Didn't know if this is normal. Just wanted to confirm I'm indeed lined up for 6.5 on the 19th.
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I'm very satisfied with my 120GB Zune. I enjoy the interface much more than I ever did iTunes and I have almost 10 times the music on it (so far) than I EVER did on my iPod. Its just more fun to use.
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