http://www.sysaid.com/Sysforums/posts/list/120.page JForum - http://www.jforum.net
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.
]]> http://www.sysaid.com/Sysforums/posts/preList/118/145.page http://www.sysaid.com/Sysforums/posts/preList/118/145.page GMT
They must have good reasons to turn these features off, however I can't think of any!]]> http://www.sysaid.com/Sysforums/posts/preList/118/148.page http://www.sysaid.com/Sysforums/posts/preList/118/148.page GMT
The end user portal side is an important tool for us to receive your service requests, and we are very glad to receive feedback on it, and always willing to hear and receive your inputs so we can provide you with the best service level.

Regarding your questions,

1 - I'm not sure why the messages tab is not added to the end user portal, i'll check this and promise to reply an official answer

2. There is no technical issue, now that the notifications to notes has been added, this is a part of our work flow which is based on emails.
SysAid offer many great features, but you can also choose which of the features to use in your workflow.
With previous tests with notes that we did, we found that using emails suit our support style better.

3. We do not allow users to close their requests since we would like to be up to date with every service request and make sure the user has received all the service he needs.

4. In the end user portal, you can use the "all active" status, to allow you all service requests which are not closed

I will be glad to hear and forward any feedback you may have.]]> http://www.sysaid.com/Sysforums/posts/preList/118/149.page http://www.sysaid.com/Sysforums/posts/preList/118/149.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/152.page http://www.sysaid.com/Sysforums/posts/preList/118/152.page GMT 4. In the end user portal, you can use the "all active" status, to allow you all service requests which are not closed

[/quote]

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.]]> http://www.sysaid.com/Sysforums/posts/preList/118/160.page http://www.sysaid.com/Sysforums/posts/preList/118/160.page GMT
In general, in some ways it's too simple, and in other ways it's too complex.

Personally, I wish there were an easy way to "theme" the entire end-user portal. That's been one of the issues with our making the switch to the paid version. I like SysAid and what it's able to do, but other systems (like SpiceWorks, for example) just have a "clean" and "easy" feeling. (Though they do have other issues.)

Plus, I get lots of complaints about how convoluted the knowledge base is. ]]> http://www.sysaid.com/Sysforums/posts/preList/118/162.page http://www.sysaid.com/Sysforums/posts/preList/118/162.page GMT
We appreciate you expressing your honest opinion on our end user portal as it should address & answer your need when using our support services.
I accept your request to have the note functionally available on the website & to have statuses "pending bug resolution" or "pending feature request" visible on the website.
We will make the requested changes on our end user portal per your request shortly.
Please let me know if there is anything else you wish to discuss.
]]> http://www.sysaid.com/Sysforums/posts/preList/118/174.page http://www.sysaid.com/Sysforums/posts/preList/118/174.page GMT 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.

Couldn't careless about who close the job...
BUT
Why not implement the satisfaction form built in ? I use it in my site and it's a lot of fun, especially when you custom the respond.
*giggles*]]> http://www.sysaid.com/Sysforums/posts/preList/118/178.page http://www.sysaid.com/Sysforums/posts/preList/118/178.page GMT Starting this week we have enable the satisfaction survey functionally.


]]> http://www.sysaid.com/Sysforums/posts/preList/118/191.page http://www.sysaid.com/Sysforums/posts/preList/118/191.page GMT 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.[/quote]

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.

]]> http://www.sysaid.com/Sysforums/posts/preList/118/193.page http://www.sysaid.com/Sysforums/posts/preList/118/193.page GMT Starting this week we have enable the satisfaction survey functionally.
[/quote]

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.
]]> http://www.sysaid.com/Sysforums/posts/preList/118/196.page http://www.sysaid.com/Sysforums/posts/preList/118/196.page GMT 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.[/quote]

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.

[/quote]

Weird... always thought activities are the realization of what they talking through messages.
If the activities are stucked getting all your messages back won't help... you go directly asking "Anybody home ????"
Cause no matter what've been discussed the activity list is the reality.
*long pause*
That is assuming the support team are diligently recording what they do...
*turning to the support team*
You do right ?


]]> http://www.sysaid.com/Sysforums/posts/preList/118/198.page http://www.sysaid.com/Sysforums/posts/preList/118/198.page GMT Starting this week we have enable the satisfaction survey functionally.
[/quote]

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.
[/quote]

The notes will be added, possibly today (need to finish some work flow issues on our side first).
The messages will be added as soon as we will change it so you will see only the conversation between the support team and you, not sure when it will be implemented.

Regarding the "Not close" status, a status for this will be added.]]> http://www.sysaid.com/Sysforums/posts/preList/118/202.page http://www.sysaid.com/Sysforums/posts/preList/118/202.page GMT
Haim I know you are a busy man, are you going to add this today? Please ....
]]> http://www.sysaid.com/Sysforums/posts/preList/118/304.page http://www.sysaid.com/Sysforums/posts/preList/118/304.page GMT ]]> http://www.sysaid.com/Sysforums/posts/preList/118/315.page http://www.sysaid.com/Sysforums/posts/preList/118/315.page GMT 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.[/quote]

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.

[/quote]

Weird... always thought activities are the realization of what they talking through messages.
If the activities are stucked getting all your messages back won't help... you go directly asking "Anybody home ????"
Cause no matter what've been discussed the activity list is the reality.
*long pause*
That is assuming the support team are diligently recording what they do...
*turning to the support team*
You do right ?


[/quote]

Just to add my pennies worth we don't fill in activities at all the majority of cases are closed promptly. ok so not always but i can dream but what we do is send emails to user, support companies etc

There fore the most useful thing for us would be to see the messages sent, so what if the end user sees you have been having a conversation with a support company over an issue at least it proves support are working hard on their calls.

Cheers

Jonathan

PS never raise a ticket from your sysaid to ilients helpdesk i did crashed both our systems!!

]]> http://www.sysaid.com/Sysforums/posts/preList/118/541.page http://www.sysaid.com/Sysforums/posts/preList/118/541.page GMT
We deal with our calls mostly by email and in the end close the call with an activity of call closed 30 minute. So to us the message area is a vital part or our work flow. Also i feel it is important that users can see we have emailed support companies, suppliers and other people in the company etc.

And lastly when i send them a question we have two types of users ones who answer them and ones who ignore them till they get their reminders and again this is a good reason for them to be able to log on and view the messages]]> http://www.sysaid.com/Sysforums/posts/preList/118/743.page http://www.sysaid.com/Sysforums/posts/preList/118/743.page GMT
Actually, you can add the messages tab to your system, This is already available in SysAid.

To add the messages tab to the end user portal, please go to helpdesk > list.
Change the view to "End user"
Click on "customize list" and in this screen move the "message" field from the available fields list to the visible fields list.
Save the changes and now your users will have the messages tab in the "view your old service requests" module in the end user portal.

Regards
]]> http://www.sysaid.com/Sysforums/posts/preList/118/779.page http://www.sysaid.com/Sysforums/posts/preList/118/779.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/786.page http://www.sysaid.com/Sysforums/posts/preList/118/786.page GMT ]]> http://www.sysaid.com/Sysforums/posts/preList/118/810.page http://www.sysaid.com/Sysforums/posts/preList/118/810.page GMT

Any chance you guys could let us close SRs?]]> http://www.sysaid.com/Sysforums/posts/preList/118/839.page http://www.sysaid.com/Sysforums/posts/preList/118/839.page GMT
if the user wants to close the request then he probably has "received all the service he needs."?
and would you not be "updated" on the request when it is set to closed any way?

Speaking of being up to date, it is now 14 days since you promised to add the "not closed filter", and the add notes facility back.]]> http://www.sysaid.com/Sysforums/posts/preList/118/840.page http://www.sysaid.com/Sysforums/posts/preList/118/840.page GMT if the user wants to close the request then he probably has "received all the service he needs."?
and would you not be "updated" on the request when it is set to closed any way?
.[/quote]

Hear Hear, i have a few calls in my sysaid q that are still open and i would like to close them but i cannot i while i tried i have opened another call this evening asking to close a call!!]]> http://www.sysaid.com/Sysforums/posts/preList/118/842.page http://www.sysaid.com/Sysforums/posts/preList/118/842.page GMT
Thank
Javier]]> http://www.sysaid.com/Sysforums/posts/preList/118/982.page http://www.sysaid.com/Sysforums/posts/preList/118/982.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/989.page http://www.sysaid.com/Sysforums/posts/preList/118/989.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/992.page http://www.sysaid.com/Sysforums/posts/preList/118/992.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/1003.page http://www.sysaid.com/Sysforums/posts/preList/118/1003.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/1060.page http://www.sysaid.com/Sysforums/posts/preList/118/1060.page GMT Those SR only means something to IT guy cause it's (supposed to be) IT related.

Unless you apply this to other division beside IT ?


PS :
Fabulous name... though I'd go for Kalellana personally.
*smile*
Greetings by the way.
]]> http://www.sysaid.com/Sysforums/posts/preList/118/1080.page http://www.sysaid.com/Sysforums/posts/preList/118/1080.page GMT [quote="Jonathan"]There fore the most useful thing for us would be to see the messages sent, so what if the end user sees you have been having a conversation with a support company over an issue at least it proves support are working hard on their calls. [/quote]
You can show that in activities !
Messages is the "mess" user/customer need not know. Where good solutions and bad solutions arise and be discussed. Where policy that sometimes you don't understand has to be uphold. You think users will wait till the messages conclude ? The second they saw something they can do they'll go right up and try it... mark my word. It's I think do more harm than good...

Well... at least for me.
So yeah... if it is still be implemented I want it goes along with a way to shut it off.
]]> http://www.sysaid.com/Sysforums/posts/preList/118/1081.page http://www.sysaid.com/Sysforums/posts/preList/118/1081.page GMT )

None of my users would try anything or in fact can but i just want to have visibility that means they can see we are working for them.]]> http://www.sysaid.com/Sysforums/posts/preList/118/1106.page http://www.sysaid.com/Sysforums/posts/preList/118/1106.page GMT The notes will be added, possibly today (need to finish some work flow issues on our side first).
The messages will be added as soon as we will change it so you will see only the conversation between the support team and you, not sure when it will be implemented.

Regarding the "Not closed" status, a status for this will be added.[/quote]

Sorry to nag Haim, but it is now almost a month since you talked about this and still no "not closed" filter, or notes or most usefully the messages.
I see jonathan has opened a feature request for filtering the messages here:- http://www.ilient.com/Sysforums/posts/list/223.page]]> http://www.sysaid.com/Sysforums/posts/preList/118/1352.page http://www.sysaid.com/Sysforums/posts/preList/118/1352.page GMT


]]> http://www.sysaid.com/Sysforums/posts/preList/118/1358.page http://www.sysaid.com/Sysforums/posts/preList/118/1358.page GMT The notes will be added, possibly today (need to finish some work flow issues on our side first).
The messages will be added as soon as we will change it so you will see only the conversation between the support team and you, not sure when it will be implemented.

Regarding the "Not closed" status, a status for this will be added.[/quote]

Sorry to nag Haim, but it is now almost a month since you talked about this and still no "not closed" filter, or notes or most usefully the messages.
I see jonathan has opened a feature request for filtering the messages here:- http://www.ilient.com/Sysforums/posts/list/223.page[/quote]

yeah, yeah, i know, sorry about that, but everything has been added as requested.

I'v added a new status "All Active" which includes all the statuses that are open in the helpdesk (including the bug / feature request statuses)

I'v also added the option for end users to add notes to their service requests in our end user portal.

Enjoy ]]> http://www.sysaid.com/Sysforums/posts/preList/118/1421.page http://www.sysaid.com/Sysforums/posts/preList/118/1421.page GMT
Are we looking at the same portal here?
did your changes get saved?

]]> http://www.sysaid.com/Sysforums/posts/preList/118/1423.page http://www.sysaid.com/Sysforums/posts/preList/118/1423.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/1498.page http://www.sysaid.com/Sysforums/posts/preList/118/1498.page GMT

I'v applied the changes again, the "all active" status has been added (verified) and the notes will be added later today.

Best regards]]> http://www.sysaid.com/Sysforums/posts/preList/118/1503.page http://www.sysaid.com/Sysforums/posts/preList/118/1503.page GMT

At last I can see everything on one page! Thank you very much!

ok you can close srq #124469 now ! (again)]]> http://www.sysaid.com/Sysforums/posts/preList/118/1510.page http://www.sysaid.com/Sysforums/posts/preList/118/1510.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/5900.page http://www.sysaid.com/Sysforums/posts/preList/118/5900.page GMT
This could so easily be resolved with a quick coding change to the end user portal to not display messages "where both the To field and the from field contain the ilient.com domain name and no other external recipients, unless one of the email addresses matches that of the current user viewing the end user portal". (The last bit would make sure that any messages between support and the end user who has an email address in the same domain still show up)

You could make this exclude domain a configurable field in preferences and offer this feature to all sysaiders.

What do you think Oded/Sarah? could this be easily & speedily implemented?


I hope this finally helps us move forward on this one.]]> http://www.sysaid.com/Sysforums/posts/preList/118/5901.page http://www.sysaid.com/Sysforums/posts/preList/118/5901.page GMT We are planning to add some changes to our support site, but at the moment, our development team is working hard on version 6, which is a big step forward for SysAid, so we will start working on those changes after version 6 will be released (which is not so far into the future )

Haim]]> http://www.sysaid.com/Sysforums/posts/preList/118/5918.page http://www.sysaid.com/Sysforums/posts/preList/118/5918.page GMT http://www.sysaid.com/Sysforums/posts/preList/118/12816.page http://www.sysaid.com/Sysforums/posts/preList/118/12816.page GMT Do you still have a problem? if so start a new post and we will try to help you.]]> http://www.sysaid.com/Sysforums/posts/preList/118/12829.page http://www.sysaid.com/Sysforums/posts/preList/118/12829.page GMT
I meant to post on this a couple of months back when I discovered it, but I forgot to, SysAid have now added the messages (emails) to the SysAid support end user portal, (slight bug it doesn't quite work with the very oldest SR's that I have), but you can now see the history of your correspondance with sysaid support at last. Much more useful !
Thanks SysAid.

P.S let me know if you work out why no messages are shown for my very oldest jobs.]]> http://www.sysaid.com/Sysforums/posts/preList/118/16404.page http://www.sysaid.com/Sysforums/posts/preList/118/16404.page GMT