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Haim, shouldn't you move all the how to's & tip threads to the faq forum? otherwise what is the point of the faq forum?
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Sarah wrote:I am very happy to let you know that we have added the requested statuses pending bug resolution & pending bug implementation, they are now visible on the end user portal.
Starting this week we have enable the satisfaction survey functionally. 
Thanks sarah, but that is not quite what I was looking for, I was after a filter that showed everything that does not have a status of closed, otherwise to print a complete list of everything that is still open I would have to open 4 different filters, new, active, pending bug resolution & pending bug implementation and print each one separately. Its nice to have the separate ones as well, But can we have one that is simply "Not closed".
Haim said yesterday that he would get back to us on why we can't view the messages and add notes, any update on this Sarah? especially as the add notes does now notify you via email if the user adds some notes.
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Obelix wrote:Wo.. wo.. wooo.... I totaly agree messages SHOULDN'T be in the user portal.
User go to the portal when they got problem... last thing they need is bunch of messages that he/she might not understand at all !
What SHOULD appear is the activities. So user know what have been done, when, by who and what's the last status.
I would disagree what I need is the history of what responses they have given me and what I said in reply, because sometimes it is months before a bug fix gets worked on, and I would have to go and find all the relevant emails to remember where we left it. But yes activities is important, so the user knows their request is being looked at.
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Man its quiet here today compared with yesterday! the only posting today so far is from sarah L.
So no comment yet from ilient on my suggestion?
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I find the icons a bit ambiguous in sysaid, especially where they are duplicated with different actions. It took me a little while to get used to them.
Most applications tend to use the same icons which makes picking them up quicker for new users.
for example :-
The adobe icon meaning print - why not use just an icon of a printer?
The turned up list icon to create a new service request - why not just use a + icon symbolising adding a new request or the standard windows blank page icon?
The red circle with an X - why not the more commonly used waste paper basket symbol ?
the duplicate service request button - why not use the standard copy icon attached below ?
the spelling one is ok, except the tick goes the wrong way.
the design cog wheel for customizing settings is normally represented as a hammer and spanner in an x configuration (see attachment below) or a picture of a toolbox.
Although I see that Internet explorer 7 now uses a cog wheel to represent tools.
in the projects gantt chart the customise the order of the tasks icon looks too much like the design icon - so when it was first introduced as a feature I did not even spot it! just a picture of an up arrow above a down arrow would have been clearer.
or are there copyright reasons that the standard ones cannot be used.
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There are quite a few display bugs when using sysaid with Internet Explorer, for example
The Service Requet List view does not size to the size of your browser window correctly in IE7, you end up with extra horizontal & vertical scroll
bars which you do not get in firefox.
We have #, Modify Time, Status, Category, Sub Category, Title, Description, Request User, Assigned To, Urgency selected for display.
The responses from support were "We have investigated this issue with our development team and they have found that this is not a bug but a display difference between the browsers." and "We have discussed the issue again Firefox & IE are two different browsers don’t work the same.
There is no way to make them behave the same with out damaging other major functionally of SysAid."
Other products manage to work around the slightly different browser behaviours so I am still perplexed by this reponse, especially when by default web pages size to the size of the window, so why does sysaid struggle with this?
But maybe i am wrong, perhaps Internet Explorer is now in the minority.
So my question is, is Internet Explorer the most commonly used browser and therefore should be better catered for? Which browser do you use sysaid with?
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can I suggest that we break this forum down in to sub forums as finding previously asked questions will get harder as this forum gets going!
Also it will make it easier for people that don't use CMDB or Monitoring to jump to areas that do interest them.
e.g.
Admin Portal
Manager Portal
End User Portal
Helpdesk
Monitoring
Tasks/Projects
CMDB
Analyzer/Reporting (People can share extra reports they have written here)
Community (for discussion of this portal itself - like this topic and how do i set the timezone sttings in my profile etc).
Beta issues (for sysaid path finders to discuss the beta releases)
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For the benefit of those who have not found them on the website....
The sysaid Faq can be found here http://www.ilient.com/faq.htm
and the Manuals are here:-
http://www.ilient.com/contact_support.htm also accessible by clicking on documentation from the home page above.
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Haim wrote:
4. In the end user portal, you can use the "all active" status, to allow you all service requests which are not closed
Sorry No it doesn't, it does not show anything that is of the status "pending bug resolution" or "pending feature request".
(Half of my outstanding service requests are of these statuses).
So I cannot even print a simple list of all my outstanding service requests as these do not show up except in the all list, which lists everything including closed jobs.
That is what i was trying to explain to you yesterday on the phone.
I hope you can get this resolved now.
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This forum is a great idea.
But still the most lacking feature is ilient's own end user support portal as all the options below have been disabled.
Just to be clear, I am not on about my own implementation of the end user portal, I am talking about ilient's helpdesk end user portal.
* You cannot see any of the messages/replies between you and them (I was told in the past something about not wanting the users to see the internal messages between the sysaid support staff).
* they have taken away the add a note facility (I think this is because it did not notify them if you added a note - I think this is fixed now in the upcoming release).
* you cannot close a job yourself if you are happy that they have fixed it.
* You cannot even easily see just the jobs that do not have a status of closed, so you have to click on all the other filters or wade through the all filter.
So with all these features turned off, what is the point of ilient providing the end user portal to their own customers?
I have to keep and refer back to every email sent and received to ilient support because of this.
By the way I did put a SRQ #124469 about the filters 6 months ago but nothing has been done yet and pointed these other things out in SRQ #45005 (May 2007).
Am I alone in being frustrated about this? maybe this is not bugging enough people to warrant them fixing it.
over to others for discussion.
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I cannot set the timezone in "My Profile" of this forum. Normally you can set your own timezone.
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