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In the "account_conf" table in the database. All routing rules are stored in one large xml. It is strongly recommended not to touch the database. Please use the normal web interface to change the routes.
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You could for instance customize the html code in the SysAidServer\root\WEB-INF\conf\custom_html\ folder. Just copy of the desired html file in this folder, edit, ad tell SysAid to "reload templates" under "Customize -> Appearance"
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If I am not mistaken, there was a feature request regarding this a while ago. (I think I actually voted for it).
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In principle you can do this in the database. However it is not recommended since other entries which utilize the user name like escalation rules etc. can not be changed automatically. Therefore i can cite Haim in an email statement from 2008:
those details cannot be changed through the database, and thats why we don't usually provide the method to change the user name from the database, and recommend on doing it from the SysAid interface, by deleting and re-creating the users.
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Hi Minimalistix,
If your users can be separated between the locations, you may use a combination of location, custom list, and groups.
Just use the location field for the different schools, and a cust list containing all classrooms of all schools. Now you add user groups for your different schools, assign the users to that groups and configure the corresponding value under "valid for user groups" in the cust_list1 (under Customization -> Customized Lists).
By copying the "submit-service-request.htm" from
~\SysAidServer\root\WEB-INF\conf\html\
to
~\SysAidServer\root\WEB-INF\conf\custom_html\
and adding
you will have a filtered drop down box in you end user portal.
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AFAIK yes.
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7.0.04
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Same here. Maybe someone from Ilient could comment?
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One of our customers is using Bounce Address Tag Validation, i.e. all email messages are being tagged with a randomized 10 digit code which changes for every new message. Since this customer can only use the email integration of our SysAid, we have quite some issues with the routing of these messages. SysAid can not recognize these users by their email addresses, therefore is not aware of the comany they work in, therefore the routing does not work: All requests don't get assigned.
Any suggestions how I could solve this?
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I just realized that the category element is missing in the escalation rule expression builder of v7. Is this a bug or a feature? I am using this quite frequently because I want different categories to be covered by the same escalation rule (i.e. using OR statements within the expression builder).
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Hi biniecki,
One possibility is to assign the users to specific departments or companies and make them all company or department supervisors. Another way (which is possibly closer to the work flow that Ilient intended) would be to make use of an elaborate FAQ, i.e. self service in the end user portal.
th.
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If you change something in this SR, SysAid asks you if you would like to de-escalate the SR.
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Hi REDCATS,
please refer to the SysAid manual (http://www.ilient.com/down/SysAidUserManual.pdf) on page 121 and following.
th.
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You have to uncheck the check box "Required for statuses" of the Urgency in the design screen of the SR.
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Did not try it myself, but maybe it works:
If you go to "Preferences -> Integration" and scroll down a little you'll find "Send replies to assigned admin(s) and change status to". If you set this to "Don't change" the SR should not be re-opened.
th.
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