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Is there any chance a feature request could be launched for this entitled 'Service record locking improvement' ?
Or maybe one already exists - I cant find it though
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Any update on this ?
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Sway - I did this using the import assets tool in the asset management menu
I already has a list of assets that belonged to users in excel format
First I downloaded a list of assets into excel from sysaid
Then i merged the owner data in Excel using the serial number ( dell Service tag mostly )as a common key
then used the import asset tool to reimport the data - the tricky part is ensuring to use the asset ID as the first field on the import to avoid creating new assets
Doing this merged the new data into the existing records
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oops - forgot to diassable html -
that should be <FONT color=#FF0000> before the text and <FONT color=#000000> after the text
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Hi - if you are running 7.0 you can edit the email notification that gets sent out at Customize > customized notifications ( this was in preferences before 7.0 )
You should be able to edit the layout of the notification there by selecting ' email body sent to end User rgarding service request '
and move your if 'office is closed' statement right at the top -
You could also make the text red by including the tag before the message and setting it back to black by using after the message
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Partrick - did you get a resolution to this problem
I can also see many users logged in at the weekend when I know they are not working and have switched off their machines
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Have you tried Escalation rules -
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Still investigating
They have asked me to install the agent to one of the clients in Debug mode
But strangly annd maybe by coincidence the deployment tool does not get to these machines ( registry connect errors)
We deploy the agen via Loginscript and then push out updates via sysaid - so we dont really use the deployment tool much
I will keep this post updated as to progress
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Thanks NWG-IT -
I checked annd I can also see the problem with HP ( and compaq Models ) guess my hunch about it onlybeing GX270's was wrong
Still be nice to hear if this is happening elsewhere
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Steven
Most of my tickets get closed this way and the mail gets sent out
Check that the status closed is included in the list of statuses in the preferences > service desk settings > email end user when status changes to...
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Hi I am working with the support team on a problem with the catalog entries
I have noticed that alot of my Dell GX270 asset records are created incorrectly. The agent deploys OK but the data fed back to sysaid is corrupted
It seems like the agent cannot decipher the Model ,Serial number and manufacturer as seperate entries - so it end up with a unique catalog entry for each machine. with a catolog name like 'HS6351JOptiPlex GX270Dell Computercorportaion' - and a model of 'HS6351JOptiPlex GX270' - see the attached screenshot
This is strange as it only seems to happen with Dell GX270's
It would help me if the community memebers can have a look and see if they can see any assets like this on their systems.
Thanks
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I am configuring the change request process
I have a requirement to get end user input in the change process ( for example business justification for a change )
I have found that a limitation of Sysaid is that I cannot assign action items to end Users - but only to admins ( Is this still true at the latest release)
As a workaround I thought it was possible to send the request user an email notification using the service desk notifications assigned in the attributes of an action item
I could then use the reply to this mail to manually recieve the information from the user and have the admin past it into the action item
To do this I thought you had to use the value $RequestUser in the mailrecipients tab of the service desk notification . However when I do this no mail gets sent
On further investigation I can see that a message gets created but rather than being sent to the 'username' and therefore email adress of the user it gets sent to the 'fistname lastname ' of the user which is not a real user - I have attached a screenshot of the messages list from the
I guess my questions are :
1 Is it possible to directly assign action items to end users for their input ? or if not
2 is it possible to send them an email based upon the action item
3 Is $RequestUser the right vaiable to use in the mailrecipients list - or is there a better one ( I can see if I create a new service request notification it defalts in $Assigned_to_sub,$ProcessManager,$RequestUser,$AdminGroup )
4Has anyone done this and got it working
5 - Could this be a bug - can anybody else replicate it
Any help much appreciated
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I think I may have cracked this 
In the attributes of each action item I needed to add a dependency that effectivly activates the action item ( and therefore sends out the notification ) when the previous action item is complete
Now when I create a change request only the notification for the first action item is sent out .
I have also figured out how to activate different action items based on the results of a previous one by using a 'dummy' autocompleted action - so I am a happy bunny for the moment
It has given me another problem in that I dont seem to be able to send notifications to the change request submit user but I will seach and perhaps start another thread on that one.
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Yes we created a new template - but pretty much copying the standard ones - adding a few new fields etc
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Ideas ?
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