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For 160 end-users, the database cannot be 11 Gb.
It is the MSSQL log file (.ldf) which is keeping all the transactions you ever did in the database. You can change the recovery model of the database from full to simple, then you will actually see the size of the database.
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We're also not relying on SysAid reporting.
We have migrated our db to MS-SQL and we're now using Business Intelligence Studio and SQL report server for the reporting part.
I really do hope version 7 will bring life into this part of the product.
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Dag said:
"We would like the assigned admin to be notified that the end user has replied but we do not want the status to change"
Could you post here the fix if you (or somebody else) found one?
We also need to use this feature.
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Sorry for the delay.
I think i have been misunderstood. The attached files (whatever they are) are appearing in the SR as expected.
What doesn't appear in the SR are in-line images (for instance: you take a screenshot and you simply paste it in the email you want to send to helpdesk).
And the description field is purely a text field so it ignores any objects which are not text.
For those i was looking for a workaround.
Right now, I am writing an agent at the mail server level which will transform any in-line image into an attachment.
But I suspect everything will be solved if the request to have the description field html (or rtf) will be implemented in a future release.
Anyway, thanks for the time you spent.
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Let me explain a bit the rationale of my topic.
Our environment is very widespread geographically and around half of our end-users cannot access the end-user portal (we're talking of a total of about 1500 users). Also their connectivity is, in some places, a challenge. That is why we extensively use the email integration for the ticket submission.
In this case, my query does have a point.
The attachments section of the SR is also receiving the files attached to an e-mail.
So, beside the best practices, does anyone have any idea for a workaround?
Or maybe a new feature in a future release (an offline form or something)?
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We face a problem in regard to the e-mail integration.
When the end-user directly paste an image in the email addressed to the helpdesk, the respective image doesn't appear in the ticket.
If they attach a previously saved image it appears under attachments.
We have checked the mail server and everything is ok. The pasted images are properly sent to a usual email client (Outlook Express).
I suspect it is linked to the fact that the email body is dropped completely in the description field and the image object is not transferred to the service_req_files table.
Did anybody encountered that as well? Is there a known workaround?
I wonder how is the Screen Capture field working and if this cannot be extended to cover the above situation.
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This issue happened in our environment also.
We have checked the respective computers and the agent was properly collecting the configuration but it couldn't send it properly to the server.
After a long set of tests, we foud out that the respective computers where unable to determine the Path Maximum Transfer Unit to the server. It can be fixed by editing the respective computer registry and enable Path MTU Discovery and Path MTU Black Hole Discovery:
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters]
"EnablePMTUBHDetect"=dword:00000001
"EnablePMTUDiscovery"=dword:00000001
I mention this was happening on Windows XP Pro machines with SP 2 connected in a remote network (accessing the server through a VPN tunnel)
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For the first one, in the translation file you have to change these lines:
login.title=
login.title.welcome=
home.welcome=
to whatever you want
For the second, you have to edit the login.html (or logout) and replace "<a href="$creditLink">$creditText</a>" with what you want there
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Trying to deploy the remote discovery service in one of the remote networks.
Downloaded it, installed it with the right settings (name, url, account id), started it, I am getting the following error messages in the snmpagent.log on the remote discovery machine:
Error on registering discovery service.org.apache.commons.httpclient.NoHttpResponseException: The server 10.21.1.75 failed to respond
Error on getting discovery service messages from sysaid server.org.apache.commons.httpclient.ConnectTimeoutException: The host did not accept the connection within timeout of 5000 ms
Because of this the remote discovery is not getting available on the discovery jobs page.
On the SysAid Server, there are no errors linked to this.
The interesting thing is, that I see the message when I connect to the SysAid server in the Asset Management/Network Discovery/Log
I am connecting from a completely different location, where i don't have direct connectivity to the remote discovery server.
Just so you understand:
- The SysAid Server is in Germany
- The Remote Discovery Server is in Cyprus
- I am presently connecting from Romania
From my place, I don't have a direct connection to Cyprus
But I do have a connection to Germany
And Cyprus also has a connection to Germany.
The connections work excellent. That was the first thing to test (for instance the SysAid Agent installed on the remote Discovery machine in Cyprus is communicating with the server in Germany.
Did anyone encountered issues with the remote discovery?
Is there a known issue with remote discovery?
Late edit: After 30 minutes of errors, the remote discovery has shown up in the SysAid Server. I suspect the server was busy doing something, or the registration is scheduled to be processed at a later time.
So it can be considered closed
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While you are logged in, open in your browser a new tab and type the following link in the address bar:
http://serverhostname:port/CustomizeListView.jsp?listName=Service%20Requests&listViewName=DEFAULT
Of course, replace serverserverhostname:port
It should get you to the view customization screen
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Sorry to bump this up, but does Ilient have an answer to this? Or it just got overlooked?
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We have run into the issue in the subject.
Any admin which is limited to its company data, cannot access the supplier list.
Is there a reason for this? Because I cannot see it.
If I give this admin the permission to view and modify the inventory, I expect him/her to be able to manage the suppliers too.
Can this be worked around?
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Thanks Haim. Looking forward to the patch
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Did that and all i can choose on the second level category is all categories. Quite useless.
I need to pick up a second level category regardless of it's first level one
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second picture (it didn't allow me to atach more than one file)
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