Latest topics for the forum "SysAid Installation & Beyond"

Looking for some other users custom HTML pages for appearance

Ryan G — GMT

Just went live with SysAid and as powerful as it is, I find the appearance very boring out of the box with respect to font types, colors etc.... I am planning on modifying the pages myself but thought I'd see if anyone out there has done some cool work with the pages that they would be willing to share.
TIA
Ryan

Custom fields in Request Templates

Mark Hamilton — GMT

Hello,

We have Enterprise edition.

We have a recurring Incident that happens, like most companies, and it's is called New Employee. We require the department heads to (as of now) send an email to our IT group email in the following format:

[list]
· Name of the employee: John Smith
· Company of the employee: ABC, Inc
· Designation of the employee: Verification Staff
· Department of the employee: Verification Department
· Requires PBX extension or not: YES
· Requires CRM or not:YES
· Personal email address of the employee: johnsmith@google.com[/list]

In case you're wondering, personal email address is required so our corporate registration welcome email goes there.
I want to create a Request Template that is available to the department heads and these fields are shown as custom fields under the subtype ""New Employee". I also need this to be first approved by the Operations Manager and then HR Manager and then IT work begins. So you see, it is pretty simple.. however ALL the fields are pretty much going to be custom.

These custom fields are ofcourse available only for this Request Template and will quite possibly never be used anywhere else in SysAid. They will probably be used as a database in the future where our HR software will get its values from, but that's way too into the future ;)

Based on how I map this out, I will be creating a Request Template for employees that are leaving with maybe one or two fields like "Send our email to department heads notifying that is not working with us anymore?".
Please help. The help is pretty much scattered and I'm a first time helpdesker for an organization with 150 employees so it's hard to map this out in my mind when there's terminology we've never heard of, lol.

Thanks!

(Oh, PS: I see Service Desk -> Problem Templates and Change Templates, but no Request Templates and I know Incident Templates won't be there because they're different)

FRUSTRATED! Custom Menu

Wimsatt — GMT

I have looked at every file found within "SysAidServer\root\WEB-INF\conf\html" to determine how I can add another link to the Drop Down Menu or delete/replace the links that are currently on the menu.

Does ANYONE know where/what file will allow me to make changes to the Drop Down Menu and where within that file can I make changes to add/remove links to the Drop Down Menu.

Remote Control doesn't work | Updatedy agent settings

Mark Hamilton — GMT

Hello,

I'm unable to remote control into my assets - infact, don't think it ever worked. We have enterprise edition.
It says confirmation received, then tries to start remote desktop and doesn't. I'm wondering if the sysaid agent on the target PC has remote control enabled or not.

Question #1:
How do I get Remote Control to work?

Question #2:
How do I update the settings of all manually installed agents via network?

Thanks!

lost admin password

kirk — GMT

ok so i needed to change my ldap server we authenticate on so i added a second since the first died. After adding the second i logged out and tried to login and now it won't let me login with an ldap account. So i used the resetpassword tool from this link

http://www.sysaid.com/Sysforums/posts/list/3876.page#33725

so i type resetpassword

it says please choose an account id from the following:
SocietyofCIC

next i try resetpassword "account name"
and it says accoutn name cannot be found

next i type resetpassword "admin"
and it says that admin cannot be found

so then i logged into the derby DB using dbvisualzer and to the sysaid_users table and i can see the original admin i used to connect in sysaid.

what am i doing wrong i jsut need to point this thing to a new LDAP server. I used ldapbrowser and the settings worked just fine.

Email notification - New ticket

itguru — GMT

Hello,

I was searching for this in the forums and found a few threads but couldn't find the one that clearly showed me how to do this.

Can someone please walk me through setting up email notification when a new ticket has been submitted. I have email integration and LDAP configured so that part is done, just need to setup the notification. PS I am running the latest version of Sysaid.

Thanks,

Matt

log4j:WARN No appenders could be found for logger (com.ilient)

palk — GMT

I have done a fresh install of Sysaid and am getting log4j warning during deployment of sysaid.war and when using sysaid.
I see a lot of people with this warning on this forum, but I can not find a explanation, a solution of if I should just ignore it (why?).

OS : Ubuntu Server 12.04.2 LTS amd64
Sysaid : Sysaid 9.0.533 linux fullversion
Java : Oracle Java 7 build 1.7.0_17-b02 (ppa:webupd8team/java)
Tomcat : Apache Tomcat 7.0.26
MySQL : MySQL Ver 14.14 Distrib 5.5.29

THE WARNING:
[code]
initSysAid is initializing log4j
Initializing log4j with: /var/lib/tomcat7/webapps/sysaid/./WEB-INF/log4j.properties
log4j:WARN No appenders could be found for logger (com.ilient).
log4j:WARN Please initialize the log4j system properly.
log4j:WARN See http://logging.apache.org/log4j/1.2/faq.html#noconfig for more info.
PANIC : error configuring SimpleLog4JLogSystem : java.io.FileNotFoundException: velocity.log (Permission denied)
PANIC : error configuring SimpleLog4JLogSystem : java.io.FileNotFoundException: velocity.log (Permission denied)
Apr 13, 2013 4:31:05 PM org.apache.catalina.startup.HostConfig deployDirectory
INFO: Deploying web application directory /var/lib/tomcat7/webapps/ROOT
Apr 13, 2013 4:31:06 PM org.apache.coyote.AbstractProtocol start
INFO: Starting ProtocolHandler ["http-bio-8080"]
Apr 13, 2013 4:31:06 PM org.apache.catalina.startup.Catalina start
INFO: Server startup in 5151 ms
[/code]

SysAid 9.0.5 - Office365 - Integration problems

ZivS — GMT

Hello Everyone,
For about 2 months the e-mail integration with our Office365 account worked flawlessly.
We use SMTP access for outgoing e-mails and IMAP with SSL for incoming e-mails.

Since this morning we experience the following behavior :
- Sending e-mails from the system works fine to all users. - * no problem here. *
- When I send an e-mails to the system account I can see from OWA that the e-mail is "pulled out" to the sysaid system. - * no problem here. *
- When I go to the helpdesk list there is no new entry for the e-mail. * Problem *
After restarting the whole server (not just the service). If I'm lucky enough it works for one e-mail and stops again.

Only error in the log file is : [DefaultQuartzScheduler_Worker-1] WARN com.ilient - SSL email integration is not validating the certificate!

Local support provider says "SysAid is not compatible with Office365" - So how come it worked in the past?!

Updated - * when switching from MAPI to OWA or POP3 - result is the same

Sysaid service wont start

Rayman — GMT

Hello

im trying to get Sysaid to run. But some how the service starts and after some sec it stops. I looked through some logs and found this

[code]INFO | jvm 1 | 2013/04/08 19:45:00 | Wrapper (Version 2.2.9)
INFO | jvm 1 | 2013/04/08 19:45:00 |
INFO | jvm 1 | 2013/04/08 19:45:02 | Apr 08, 2013 7:45:02 PM org.apache.tomcat.util.digester.Digester endElement
INFO | jvm 1 | 2013/04/08 19:45:02 | WARNING: No rules found matching 'Server/Executor'.
INFO | jvm 1 | 2013/04/08 19:45:02 | Apr 08, 2013 7:45:02 PM org.apache.catalina.core.AprLifecycleListener init
INFO | jvm 1 | 2013/04/08 19:45:02 | INFO: The APR based Apache Tomcat Native library which allows optimal performance in production environments was not found on the java.library.path: ./lib
INFO | jvm 1 | 2013/04/08 19:45:03 | Apr 08, 2013 7:45:03 PM org.apache.coyote.AbstractProtocol init
INFO | jvm 1 | 2013/04/08 19:45:03 | INFO: Initializing ProtocolHandler ["http-bio-6699"]
INFO | jvm 1 | 2013/04/08 19:45:03 | Apr 08, 2013 7:45:03 PM org.apache.coyote.AbstractProtocol init
INFO | jvm 1 | 2013/04/08 19:45:03 | INFO: Initializing ProtocolHandler ["ajp-bio-8009"]
INFO | jvm 1 | 2013/04/08 19:45:03 | Apr 08, 2013 7:45:03 PM org.apache.catalina.startup.Catalina load
INFO | jvm 1 | 2013/04/08 19:45:03 | INFO: Initialization processed in 2032 ms
INFO | jvm 1 | 2013/04/08 19:45:04 | Apr 08, 2013 7:45:03 PM org.apache.catalina.core.StandardService startInternal
INFO | jvm 1 | 2013/04/08 19:45:04 | INFO: Starting service Catalina
INFO | jvm 1 | 2013/04/08 19:45:04 | Apr 08, 2013 7:45:03 PM org.apache.catalina.core.StandardEngine startInternal
INFO | jvm 1 | 2013/04/08 19:45:04 | INFO: Starting Servlet Engine: Apache Tomcat/7.0.19
INFO | jvm 1 | 2013/04/08 19:45:08 | Apr 08, 2013 7:45:08 PM com.sun.xml.ws.transport.http.servlet.WSServletContextListener contextInitialized
INFO | jvm 1 | 2013/04/08 19:45:08 | INFO: WSSERVLET12: JAX-WS context listener initializing
INFO | jvm 1 | 2013/04/08 19:45:11 | Apr 08, 2013 7:45:11 PM com.sun.xml.ws.transport.http.servlet.WSServletDelegate
INFO | jvm 1 | 2013/04/08 19:45:11 | INFO: WSSERVLET14: JAX-WS servlet initializing
INFO | jvm 1 | 2013/04/08 19:45:11 | initSysAid is initializing log4j
INFO | jvm 1 | 2013/04/08 19:45:11 | Initializing log4j with: C:\Program Files\SysAidServer\tomcat\webapps\..\..\root\./WEB-INF/log4j.properties
INFO | jvm 1 | 2013/04/08 19:45:12 | log4j:WARN No appenders could be found for logger (com.ilient).
INFO | jvm 1 | 2013/04/08 19:45:12 | log4j:WARN Please initialize the log4j system properly.
INFO | jvm 1 | 2013/04/08 19:45:12 | log4j:WARN See http://logging.apache.org/log4j/1.2/faq.html#noconfig for more info.
INFO | jvm 1 | 2013/04/08 19:45:18 | Error on defining audit appender logger.java.io.FileNotFoundException: C:\Program Files\SysAidServer\tomcat\webapps\..\..\root\.\WEB-INF\conf\DiscoveryService.properties (Das System kann die angegebene Datei nicht finden)
ERROR | wrapper | 2013/04/08 19:45:54 | Shutdown failed: Timed out waiting for signal from JVM.
ERROR | wrapper | 2013/04/08 19:45:54 | Java Virtual Machine did not exit on request, terminated
STATUS | wrapper | 2013/04/08 19:45:54 | <-- Wrapper Stopped
STATUS | wrapper | 2013/04/08 19:54:34 | --> Wrapper Started as Service
STATUS | wrapper | 2013/04/08 19:54:35 | Launching a JVM...
INFO | jvm 1 | 2013/04/08 19:54:35 | WARNING - Unable to load native library 'wrapper' because the
INFO | jvm 1 | 2013/04/08 19:54:35 | file 'Wrapper.DLL' could not be located in the following
INFO | jvm 1 | 2013/04/08 19:54:35 | java.library.path:
INFO | jvm 1 | 2013/04/08 19:54:35 | C:\Program Files\SysAidServer\.\lib
INFO | jvm 1 | 2013/04/08 19:54:35 | Please see the documentation for the wrapper.java.library.path
INFO | jvm 1 | 2013/04/08 19:54:35 | configuration property.
INFO | jvm 1 | 2013/04/08 19:54:35 | System signals will not be handled correctly.[/code]

How to access, print the entity 'Approved' in a notification?

PeterTuff — GMT

How to access, print the entity 'Approved' in a notification?

Thanks

Creating a Report and having output format as Java Applet - comes up blank

PeterTuff — GMT

Creating a Report and having output format as Java Applet - comes up blank screen
But if I output to pdf or excel, it works fine

Does anyone have any suggestion ?

Thanks

FAIL - Application at context path /sysaid could not be started

matteomr — GMT

Hello, I've installed Sysaid by following this guide http://www.sysaid.com/sysforums/posts/list/941.page.
Configuration: Tomcat 7, Sysaid 8.5 free, Java version "1.6.0_24", Ubuntu 9.10 Karmic.
After copying the file sysaid.war in the /webapps folder, start tomcat and the folder webapps/sysaid is created correctly.
When run app on my Web Browser http://ip-server-sysaid:8080/sysaid i see this error page: Description: 'The requested resource is not available."
in tomcat logs è find this SEVERAL error during the deploy: - SEVERAL: 13-mar-2013 15.02.10 org.apache.catalina.core.StandardContext startInternal
SEVERAL: Error listenerStart.
On the Tomcat Web Application Manager sysaid app is not active and if I press the start button to start it I get the error: ""FAIL - Application at context path /sysaid could not be started"."
What is wrong?
Anyone has any ideas?
Thanks a lot.

Matteo

Can I import data directly into the SQL Tables

RobM — GMT

I have a long list of Locations that I want to import, to type this would take days, can I import the data directly in to the correct SQL Table i.e SQL to SQL?
I will also want to update my users from non-SysAid SQL tables, like change the locations etc.

What do your custom notification(s) look like?

Wimsatt — GMT

[b][color=red]So I've searched high and dry to find what others have designed as their Email Body to End User regarding a Service Record and have found only TWO.[/color][/b]

[color=green][b]I am curious to know what everyones Help Desk Ticket emails look like[/b].[/color]

[color=blue][b]Please, share your HTML and screenshots![/b][/color]

[b][color=violet]I'm sure we'd all appreciate it[/color].[/b]

Connection Refused. Please Try Again. message when installing to a new SQL instance

MD-USA — GMT

I just installed a Windows Server 2008 R2 VM with SQL Standard 2008 R2 and I keep getting this message when setting up SysAid initially:
Connection Refused. Please Try Again.

I checked the TCP/IP settings and all of the IPs are active and enabled. I can ping the server by its own name. It is loaded locally, but I did disable the Windows firewall for now, and I've tried using the IP instead of the hostname. This is what I have for the JDBC URL:

jdbc:jtds:sqlserver://hostname:1433/MSSQLSERVER;useCursorsAlways=true;domain=domain

I generalized the the actual hostname, and domain name.

Any thoughts?